The 5 star status awarded to the Westin Grand establishment appears to be tarnishing. With offices in the new Convention Tower, 6 of us walked over to the Westin Grand on a Friday lunchtime to dine at Louis Bs. Whilst not expecting the most rewarding dining experience, being a 5 star hotel one does expect a certain level of quality and service. The food was fine and what we expected, and suitable for a weekday lunch. Certainly not out of the ordinary, a pity given the prices but expected given hotel restaurant status.Service was abysmal from start to end. Being one of Cape Towns top hotels one would expect that staff are trained to converse in a warm and inviting manner given the probably mostly foreign clientele. But beyond just receiving bad service, it was neither warm nor inviting. In fact everyone seemed quite despondent. Perhaps it’s the rather dull waistcoats they are made to wear. But back to the service, Arriving we were not greeted and had to navigate our our own way to the outside terrace (a bit tricky if you haven’t been there before). The glass of Iona Sauvignon Blanc which I ordered to start turned out to be a Riesling – an honest, but simple mistake which could easily be avoided by pouring the wine at the table (it is a 5 star establishment after all). However the problem came about when I told the waiter of this she advised that this what the barman had poured and it is right. Now I don’t expect the waiter to understand that by just looking at the colour or smelling, it was most definitely not a Sav Blanc, but to question in such a manner left a slightly bitter taste. After a bit of back and forth and discussions with the barmen it was discovered that the wrong wine had in-fact been poured. On to ordering the food, mostly straight forward, except our one colleague asked if the she could have the burger on a baguette instead of a roll (even if this came on the side) having seen baguettes elsewhere on the menu. Our waitress, obviously un-empowered to go with such a straight forward request, went to the kitchen to find out and promptly advised that this wasn’t possible. No explanation given. On a burger that costs more than R100 one would expect a bit more. The same person then asked if bacon could be added to the burger which the waiter advised can be done but ‘should’ve been requested when you ordered’ – weren’t we still finalising the order? Aesthetically the terrace has a sunny location but lacks warmth, it would be great to see some modern trellising with plants to enclose the space a bit and filter the view of the passing Convention Centre traffic; and umbrellas that can move so your table can stay in the shade would help as well(it was a sweltering hot day).I hope someone at the Westin Grand reads this and starts polishing up the star that was awarded for service. Then Ill be back.