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“EXTREMELY DISAPPOINTING - I WOULD CERTAINLY LOOK AROUND ELSEWHERE”

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L'Ermitage Franschhoek Chateau & Villas
Cape Town Central, South Africa
Level 2 Contributor
5 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
“EXTREMELY DISAPPOINTING – I WOULD CERTAINLY LOOK AROUND ELSEWHERE”
Reviewed 12 March 2014

If you are looking for an experience that will get your blood boiling and keep it boiling with rage, then this Chateau/Villa is just for you!

Having booked and prepaid in full for a specific room in early Dec 2013 for Feb 2014, I arrived on Saturday afternoon to find that not only the room I had asked for had been given to someone else, but that the person responsible for room management and allocation (linda@distinctivechoicems.com, +27 71439 9134) was no longer available and would only be back on the Monday.

Having specifically asked for a room that had a view of the water and the mountains, and nothing near the main road due to noise, the room allocated had the bed room backed up onto the car park and the main road right behind it. The view from the front of the room was of the other villas with the mountains peaking over their roof tops, no water in sight.

What become clear after hours of trying to sort out this mess was that the person doing the bookings (Andy Scivener, d.design@mweb.co.za, +27 83 227 1298) actually had no tie in with the person that did room allocations. His resolve was, if you don’t like it we can give you your money back and you can find somewhere else to stay. Clearly this was not an alternative solution so late on a Saturday afternoon and in peak season. Client service at its best!

With no alternative I stayed and so took a walk up to the villa reception (as there is no phone in the room even though it has sophisticated digital lighting control panels – just a little something they overlooked perhaps, yes a phone!) to find out what the wifi password was. Being told this was nothing to do with them and that the password would need to be obtained from the main hotel I decided to leave it, go and get some food and wine to try and relax. Sadly my partner who had flown all the way from China with this pending disaster supposed to be for his birthday was not en joying the experience much either.

On the way back from dinner (The Grill Room which is great by the way) I popped into the hotel reception and asked for the wifi password, only to be told that this was nothing to do with them and I would need to speak to the villa reception, which was now in total darkness and no one was anywhere to be seen.

Upon waking in the morning we went to the main building for breakfast and stopped at reception to ask if this was where we were to be eating as we had paid for 2 x breakfasts. The receptionist, much in the clouded look as everyone else there, told us yes, so we had breakfast which was quite enjoyable. Sadly upon leaving we were presented with a bill and then went back and forth with people coming to the villa to advise we had to pay and that the villas had nothing to do with the hotel.

From what could be gathered after a long and tedious discussion was that the some of the villas are privately run, others owned by the hotel and others managed by a separate company. I have not bothered to waste time further trying to find more about Linda at the URL given, as it does not work, but if Linda from Distinctive Choice Management Services who touts Integrity, Efficiency and Elegance on her card pops up elsewhere when making a booking, I will be very careful as to how I proceed.

There are lots of other wonderful options in Franschoek and I would strongly advise looking around before booking into L'Ermitage Franschhoek Chateau & Villas.

  • Stayed February 2014, travelled with friends
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Helpful?
1 Thank Lloyd N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SocialMediaSA, Public Relations Manager at L'Ermitage Franschhoek Chateau & Villas, responded to this review, 19 March 2014
Dear Lloyd, thank you for the feed-back. We are truly disappointed and upset that you had this experience at L’Ermitage. We pride ourselves as being one of the best locations available and strive to offer total relaxation, customer service and comfort. Unfortunately your experience was the worst case scenario on what can go wrong when an independent booking agent does a booking, makes promises and the hotel had no control over the process. This in turn affects the brand and name of the facility which is unacceptable. Kindly send us your contact information to: gm@lermitage.co.za. Our apologies and we await your email. Kind regards, Cynthia Barnard (GM) L’Ermitage 021 876 9200
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
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Traveller tips help you choose the right room.   Room tips (81)
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South Africa
Level 5 Contributor
88 reviews
40 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
Reviewed 11 March 2014

We stayed two nights at the L’ermitage Franschhoek Villas. They offer rooms in the Chateau and also two- and three bedroom villas.

Even though the villas is self-catering, we were able to enjoy breakfast at the hotel and they also serviced the villas each morning. Staff were extremely friendly and attended to all our needs.

You will be able to walk to town, but a car may be nicer. L’ermitage Franschhoek Chateau & Villas is what you’d expect from an upper-class five star establishment. It is neat, beautifully decorated and expensive.

One will be able to curl up with a book or just sit for hours, looking at the surrounding mountains. L’ermitage is set in a most beautiful Fynbos location. It is very close to surrounding wine farms and you will never be bored.

Breakfast was also basic, but the staff were extremely friendly and it is worth having breakfast here as it is not that expensive and the surroundings is out of this world.

Restaurants are very crowded, but we had a lovely meal at Kalfi’s Restaurant Huguenot Street.
The Bobotie and other local dishes were fantastic and were impressed by the new owners.

Franschhoek may be a bit overrated, but (like Clarens) is a town full of surprises and it will be a cultural and artistic as well as gastronomic adventure. The town is expensive and ideal for romantic weddings and getaways.

Hint: Rather book through the L’ermitage Franschhoek establishment itself, as some private owners also rent out their Villas.

  • Stayed January 2014, travelled with family
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Helpful?
1 Thank BlommetjieBlommetjie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
London, UK
Level 4 Contributor
32 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed 23 February 2014

We stayed there over the February half term - a family apartment, two large bedrooms both with en suite, a kitchen area and lounge.

It was very pretty, clean, comfortable, very obliging staff and a warm welcome. Its just outside the town but less than a five minute drive. We would definitely stay there again so the criticisms which follow are mostly minor and should not be seen as too serious.

1) The room was beginning to look a little in need or redecoration. Nothing serious but a bit of damp in one ceiling corner - looked like leak damage. As I said not a big deal but suggests room could use a makeover in the winter season.

2) the en suites are not separate from bedroom so if you want to use the bathroom in the middle of the night you can't turn on the light for risk of waking up your partner.

3) the pool is pretty but small and is more of a dipping than an swimming pool

5) breakfast - my one serious criticism - omelette was pretty tasteless and the buffet was left out uncovered s0 there were flies hovering all over it. - this really isn't good enough for hotel of this quality.

  • Stayed February 2014, travelled with family
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Helpful?
Thank Robert64London
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Johannesburg
Level 1 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 7 February 2014 via mobile

This venue was used for our global business marketing conference and unfortunately was used as an.example of how not to do things. It is absolutely stunning but the service is so appalling that it is a shocking advertisement of our beautiful country. Unless management make some drastic changes it will not be a public venue for much longer....

  • Stayed February 2014
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Helpful?
2 Thank D4_200F2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Knysna
Level 2 Contributor
8 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 23 January 2014

It is a beautiful location as this was a wedding occasion. Sadly though it looks in need of a complete makeover. Huge damp patches in the 4 rooms we booked. No phone in the rooms and after repeatedly asking for one we gave up. It's lacking supervision as well. I will give it a miss in future and check it out again after, hopefully, the makeover....

  • Stayed December 2013, travelled with friends
    • Value
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Helpful?
Thank Diana B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Tralee
Level 3 Contributor
13 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 15 January 2014

We have just spent two nights here and have to give it top marks. The area is stunning and the views are amazing. We ate here the first night and the food was very good. The staff are friendly but not over bearing.
The only downside is the pool which is very small.
The receptionist was exceptionally helpful and did our bookings and made all our enquires for us.
Most comfortable bed ever.
Would highly recommend this hotel!

Room Tip: Rooms at the back of the hotel have breath taking views
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  • Stayed January 2014, travelled as a couple
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Helpful?
Thank KerryTralee
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Humansdorp, South Africa
Level 6 Contributor
135 reviews
77 hotel reviews
common_n_hotel_reviews_1bd8 233 helpful votes
Reviewed 8 January 2014

The Villas seems to be separate from the hotel and run independently as the Franschoek Villas,though there is no such signposting from the mainroad.We booked through BOOKING.COM and they advertised both the "Franschoek Valley Villas" and "L'Ermitage".The Villas are self catering and quite nicely presented and spacious,though they suffer from dampness and have been neglected so needs a lot of work(they are currently busy working on the problems).Our Villa looked out on the dam and had a big balcony where we enjoyed sitting and having a glass of wine.There is a pool on the premises and some of the Villas have small pools too.We found that there was nothing on the premises to do and that the walk to town was a bit to far.I do believe the hotel has a restaurant but we could not find out if it was in operation despite emails,so booked at another eatery in town.In Franschoek the good eateries fill up fast and it is recommended that one book as long beforehand as one can.We liked the quiet surroundings but thought the location a bit far out of town.Would book here again,though.

Room Tip: ask for the units that have been renovated.
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  • Stayed November 2013, travelled as a couple
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Helpful?
Thank Tokkelosh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about L'Ermitage Franschhoek Chateau & Villas

Property: L'Ermitage Franschhoek Chateau & Villas
Address: Lambrechts Road, Franschhoek 7690, South Africa
Region: South Africa > Western Cape > Franschhoek
Amenities:
Bar / Lounge Business Centre with Internet Access Free Parking Kitchenette Restaurant Room Service Shuttle Bus service Suites Swimming Pool Airport Transportation
Hotel Style:
Ranked #16 of 42 Speciality Lodging in Franschhoek
Price Range (Based on Average Rates): ££
Hotel Class:4 star — L'Ermitage Franschhoek Chateau & Villas 4*
Number of rooms: 40
Official Description (provided by the hotel):
This lavish and luxurious accommodation in Franschhoek is ideal for both winter and summer visits as it is 100% equipped to offer the comfort that is required. Ideal for engagements, weekend getaways, special events as well as business trips, the beauty that the area beholds, and the luxury that the accommodation offers, makes it one of the very best experiences in the valley. ... more   less 
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Also Known As:
l`Ermitage Franschhoek Chateau And Villas
l`Ermitage Franschhoek Chateau & Villas Hotel Franschhoek

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