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www.capevillas.com - beware!!

In cooperation with: Cape Town Tourism
Reading, UK
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3 posts
8 reviews
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www.capevillas.com - beware!!

This company (Cape Go) has links to several travel sites in order to generate internet bookings and advertises an impressive portfolio of exclusive villas.

We rented (at a cost of 000's of Rand per night) an 'exclusive' villa in Nettleton Road, Clifton in February 2006 and were extremely disappointed in the accommodation on a number of issues. The website massively overstates the inventory in the villa and the company appeared to be in disarray with different personnel appearing but failing to address our complaints during our holiday period.

Copied below are excerpts from our letter of complaint which has gone without reply:

''Following our recent rental of 6 Nettleton Road between 13 and 23 February I would like to register a formal complaint in the following respects:

Lack of security/privacy.

Despite requests we were not given a key to our internal entrance door and our security was therefore totally reliant on the occupants of the guest accommodation to lock the main front door. In addition, both parties had unlimited access to each others respective accommodation – a serious potential issue in the event of any possessions having gone missing. Whilst acknowledging that the power cuts experienced are not your direct responsibility, the lift outage and resultant invasion of privacy caused by the other guests requirements to access and leave their accommodation through our floors was completely unacceptable for a ‘luxury villa’.

Website Mis-Representation of Inventory/Services

Quote from your website for our villa category –

“The following villas are exclusively managed by Cape Villas. Not only does this guarantee you unbeatable rates. You will also receive. Maid service on all work days, Hi Speed Broadband Internet with dedicated computer. Surround sound DVD systems with a choice of DVD's. A Cell phone for the duration of your stay”

The main reason for selecting 6 Nettleton Road as our rental was the stated availability of a P4 Pentium computer and ADSL connection, which transpired not to be the case on either count. After complaint and as we had brought our own laptop I was assured that, as a compromise, you would provide a G3 card for the duration of our stay. This did not materialise and I consequently had to visit an internet café on a daily basis.

On arrival at the home there was no evidence of any surround sound movie theatre system, merely a broken DVD player, small mini HiFi and two old speakers, better examples of which were encountered during a local ImizamoYethu Township visit. The Sony Playstation was subsequently used as a DVD player and the living room wireless infra red receiver suffered from an intermittent loose connection throughout our stay.

Only two of the stated four main bedrooms were equipped with a TV and none with a DVD or Video/Music System as stated.

Only two of the stated four main bedrooms were provided with fans, resulting in having to leave windows open for night time ventilation and consequent insect bites.

There were none of the eight indicated wooden sun loungers in the pool area and despite several earlier requests we were finally provided with four plastic loungers for the last three days of our stay.

Having been previously assured by email that the home was fully equipped with hairdryers etc, these were not in evidence and again a hairdryer was only forthcoming for the last three days of our stay.

Maid service was not always available on working days as our maid was on more than one occasion escorted away to cover ‘emergencies’ elsewhere. As a result we had to undertake some maintenance cleaning (of floors etc) ourselves.

General issues

On arrival it was obvious that the pool had recently been refilled as the water was freezing cold and remained that way until towards the end of our stay. We were informed that the pool water had previously suffered from lack of maintenance resulting in a requirement to replace it. In addition, the pool light was inoperable for the duration of our stay, precluding evening swimming and which was brought to the attention of the pool keeper at an early stage.

The absence of any home manual resulted in us having to spend time working out appliances and initially being unable to use the (freezing) pool as no information on disconnection the automatic suction cleaner was available. In addition the lack of emergency services contact numbers etc indicates a lack of concern for tenants or the property and its contents.

Overall, despite the home being in a prefect setting, our holiday experience was severely compromised by the above issues and the generally poor management of requests made during our stay. As a regular property renter worldwide, this is by far the worst experience I have encountered and the first time I have been compelled to seek redress and I discounted competing but, as it transpires, equally suitable accommodation due to lack of computer, aircon/fans, children’s entertainment facilities etc. As a former rental home owner myself I have several years experience of employing property management companies and it is evidenced by the above that this home is operated on a leaseback basis, with a consequent lack of care and attention, and that the owner is not being sufficiently watchful of his asset.''

Beware of misrepresentation of the homes on this site!

NB Cape Town is a fabulous place to visit, just be wise in selecting accommodation.

durban
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71 posts
1 review
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1. Re: www.capevillas.com - beware!!

Thanks for the info.Totally unexceptable.

Did they offer a refund?

What is the website?

Edinburgh, United...
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994 posts
87 reviews
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2. Re: www.capevillas.com - beware!!

I've just looked at their website - www.capevillas.com - and the apartment you had certainly looks lovely on the website.

Have you tried emailing any (I would email them ALL) of the people who's photos are shown at the bottom of their page?

I notice that the MD is shown with a photo of Leonardo de Caprio but there is no email address for him....

Admittedly, the whole of the Western Cape has had major problems with electricity cuts over the past few months, but villas at this level should surely have another plan in the event of cuts.

Reading, UK
Level Contributor
3 posts
8 reviews
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3. Re: www.capevillas.com - beware!!

Thanks for your comments.

Still no courtesy of a reply from the company concerned and it looks as though they're hoping I'll just give up.

I have filed a complaint with Cape town Tourism and, as I had the foresight to pay by credit card, I'm going to file a dispute against them and claim a partial refund.

Edinburgh, United...
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994 posts
87 reviews
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4. Re: www.capevillas.com - beware!!

Flightlevels - good for you! It's organisations like this that give South Africa a bad name! And of course they are few and far between.

durban
Level Contributor
71 posts
1 review
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5. Re: www.capevillas.com - beware!!

Yes Weld Done.Makes us mad when this happens.

London
1 post
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6. Re: www.capevillas.com - beware!!

How annoying! This kind of activity is very sad. I used a self catering online company in Cape Town for the last two years. They were recommended to me by a friend and are fantastic. Have a look at www.capetown365.com

They really understand good service and go the extra mile. They were there to greet us (bearing gifts and a cellphone with local number for our stay!) and were on 24 hour call with a bright smile every time.

I really feel sorry for you after your awful ordeal - holidays from hell are not for the faint hearted!

Cape Town, South...
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1,498 posts
6 reviews
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7. Re: www.capevillas.com - beware!!

Thanks for taking the trouble to write about your experience. I get so upset when people misrepresent themselves on their web sites, it gives everyone a bad name.

Cape Town, South...
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1,498 posts
6 reviews
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8. Re: www.capevillas.com - beware!!

I'm not sure if you are still checking this forum, but if you are, would you be so kind as to post a review (you could just copy and paste what you have written) on the review section of this site? I checked to see if there were any reviews of Cape Villas as this is the obvious place for prospective people to check before they book and there are not any that I could find.

I hope you will do this, as I know when I was looking for a hotel in London I used the reviews on tripadvisor a lot to guide me on my choices and I know a number of friends who do this, so I reckon we are not unique and therefore that would be great, the letters on the forum tend to get 'buried' by new letters.

Kind Regards and I hope your next visit to our country is better.

Cape Town
2 posts
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9. Re: www.capevillas.com - beware!!

Dear Mr Hawkin's

Please accept my sincere apologies for the lateness in my response, this matter has only just come to my attention.

Cape Villas used to operate on a system where the sales agent was responsible for the needs of the Client. In this case the sales agent in question was largely absent from work due to a back complaint, and was in the process of setting up a rival villa rental company. He is no longer in our employ.

As of April this year I personally write to every single inquirer letting them know which agent will be dealing with them an informing them "Please feel free to contact me personally at any time should you wish." Further more all emails sent to customers are copied to myself.

Since April we have concentrated our efforts in customer service. We realize now that simply offering luxury villas at prices far than our competition is not enough.

Our hospitality department has now completely changed, new experienced management are in place. Clients are now extremely happy with our service levels, to the point where Christine our Liaison lady is often being asked to join clients for dinner and the like. We also have a detailed customer questionnaire that myself and the new Cape Villas GM (Who has 26 years in the hospitably industry) evaluate after every rental.

Let me further apologize for your dissatisfaction with the villa. The time in February was particularly difficult at this property as the power cuts that effected all of Cape Town, lead to the lift to the bottom apartment could not be used. As a result the clients in the apartment had to access via the main Villa. We are in the process of building a separate outside entrance to said apartment, so this problem will not arise again. We have also had permission from the owner to invest in Pool heaters for both swimming pools as well as a outdoor Jacuzzi to be placed on the Top deck overlooking Clifton's beach and the Mountain Range behind Camps Bay. The ADSL line was installed and the computer has now been returned. I sincerely apologize that the 3G card did not materialize as we have 5 of them for customers to use. We have also had permission to equip all rooms with Satellite TV and DVD.

I understand that your experience with us was less than satisfactory and that compensation is due, unfortunately your villa contract was not filed correctly and I did not personally receive any correspondence from you, please email me at nick@capevillas.com or phone me on +27 83 414 5922 to discuss this further.

Kind Regards

Nick Ray Ball

CapeVillas.com

Plymouth, UK
1 post
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10. Re: www.capevillas.com - beware!!

Hi we have booked to stay at this villa in Feburary 2008 has anyone else been since this was written and got any more feed back on it?

Thanks

mysis