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“Go Elsewhere - Unresponsive and Deceptive”

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The Last Word Franschhoek
Ranked #3 of 11 Hotels in Franschhoek
Certificate of Excellence
Washington, D.C.
Level 6 Contributor
203 reviews
151 hotel reviews
common_n_hotel_reviews_1bd8 276 helpful votes
“Go Elsewhere - Unresponsive and Deceptive”
Reviewed 5 January 2010

Does this property have some good points. Yes, it does but the negatives we encountered far outweigh any consideration of a return visit.

1. We asked that restaurant reservations be made over a month and half in advance of our arrival. On the morning of our second dinner we were told that our choice for that night was closed and that they had made a booking at another restaurant. At 8:30 AM that same morning I told Franklin, the assistant manager, that we had no intention nor desire to eat at that restaurant. I gave him our mobile number and asked him to make alternative arrangements. When we returned after a day of wine tasting, Franklin did not approach us or say anything. When I approached Franklin he said - "you don't want to eat at XXX?".

2. There are several notes on this site on this property and the effectiveness, or lack thereof of Franklin, the assistant manager. Believe the reports. Ineffective and unresponsive.

3. We were put in contact with Gail of Last Word, the managing organization, for The Franschhoek. She told me she had sent an email. Oh really? Worse, when I told her we would just get a pizza from the place next door she offered to have it "paid for" by Franklin. To be "paid for" meant - FOC - wrong, it was part of the bill at checkout.

4. There are several notes on this site about the "private pool". We would like to reinforce the accuracy of those reports. First, the pool was dirty when we arrived and every day we were there - leaves, bugs, etc. On the other hand, the public pool was not. Given the same surrounding vegetation it was clear they just did not bother. See the attached photo.

5. Private pool. Not even close. These is a partition that does not significantly block the view from the pool to the other room which it shares. The lady next door, sans some clothing, was very surprised when we spied each other.

Look elsewhere for value, service, and honesty.

  • Stayed January 2010, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank AlwaysOnTheAirplane
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Traveller tips help you choose the right room.   Room tips (100)
Date | Rating
  • Dutch first
  • English first
  • German first
  • Italian first
  • Portuguese first
  • Spanish first
  • Swedish first
  • Any
English first
Warwickshire, England
Level 5 Contributor
48 reviews
42 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed 12 December 2009

Having read the earlier reviews I do not understand their complaints. We found it wonderful. The entrance does not look welcoming from the road but as soon as we were through the gate the charm began to show.
Franklin was very helpful and the room, not a superior one, was excellent. A big comfy bed and lots of space.
We too got the candles and rose petals treatment which was charming. The free drinks and nibbles were a surprising touch. It was nice to have a drink at the bar before going out for dinner and chatting to other guests all of who had nothing but praise for the place.
Franklin booked us a table at the French Quarter a short walk away and the meal was excellent. We only stayed two nights and the second was a Saturday, when the town seemed dead and apart from the French Quarter all the other restaurants were very quiet.
An excellent place ful of character.

  • Stayed November 2009, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank barneyvip
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
East of England
Level 6 Contributor
164 reviews
90 hotel reviews
common_n_hotel_reviews_1bd8 182 helpful votes
Reviewed 25 November 2009

Like the other Last Word properties, the Franschoek is stylish, beautifully furnished and offers a country house party ambience. We had one of the pool suites which - in addition to a large bedroom and bathroom - had its own private sun room/conservatory plus a small private plunge pool (about 12` x 8` x 5`deep) with comfortable sun loungers and totally private patio area. Bliss! The staff are both friendly and professional; happy to advise on which wine estates to visit and to make restaurant bookings. Most of Franschoek`s restaurants are within a 5 - 10 minute stroll in the evening so no need to drive unless you want to go further afield. A safe, happy atmosphere. We would recommend it.

  • Stayed November 2009, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank supermummy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Johannesburg
Level 1 Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 18 November 2009

Franschoek is famous for its beauty but I have to say when we stayed at The Franschoek, we were tempted never to leave our room to discover it! The Franschoek is situated in the heart of the town, a few minutes from all the gorgeous wine farms which we only managed to discover on our second day after dragging ourselves from our gorgeous room. This boutique hotel has everything you would expect from a five star establishment and more. The food was sublime and our room was breathtaking. With our own pool and a room large enough to host a party, we didn't feel the need to leave! After chatting to the staff who were incredibly knowledgable about what to do in and around town, one mention of 'where should we start?' and we were given a map, directions, suggestions and ideas. Just the thing we needed to get our holiday going. I highly recommend The Franschoek for a stay with a personal touch, , they specialise in the little details that get lost in bigger hotels.

Stayed November 2009, travelled with friends
Helpful?
Thank Christine_za
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Chester, United Kingdom
Level 4 Contributor
32 reviews
27 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
Reviewed 17 November 2009

This is a guest-house, not a hotel. Having just departed a 5-star hotel, we realised too late that guest-houses must be rated differently. This is a compact guest house, situated behind main street shops. Parking is just off the main street. We had a pool room - the pool wasn't heated and was full of leaves, dead flowers, etc and the terrace was small, enclosed by high walls. Bathroom was damp with a strong smell of mildew - we were to have stayed for 3 nights, but left after 2. It's close to local restaurants and the staff are very hospitable and work hard to cater for guests' every requirement but, in visiting the winelands, we wished we'd stayed instead at one of the wine farms and enjoyed the fab views instead, probably would've felt better value for money.

  • Stayed November 2009, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Askew22
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
UK
Level 1 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 15 November 2009

Lovely hotel, quiet and friendly. Everything you could possibly want in your room and great location. Decided to stay in for dinner as it was very wet and we were tired after a long drive. Offered a rather restricted choice menu and both opted for fillet steak. We were served very tough rump steak. It was disappointing but we were not charged for the main course and were given a bottle of champagne

  • Stayed November 2009, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Scousecat
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Home Counties
Level 4 Contributor
40 reviews
37 hotel reviews
common_n_hotel_reviews_1bd8 66 helpful votes
Reviewed 5 November 2009

We are a couple of early UK retirees liking to travel and stay in unostentatious interesting luxury and we booked into a superior room at The Franschhoek for three nights. There is no secure carpark despite what their website says, we arrived on Sunday wanting food but none was available despite what their website implies, the tiny windowless room we were allocated was fraction of the 42sqm promised on their website, the “patio” was a joke and the water out of the taps was brown. No other room being available we immediately left and, in the process, were accosted by a drunken beggar in the alley off the main road where the cars were parked. We booked ourselves into Le Quartier Francais just 100 yards up the street where for the three nights we paid a total of 500 rand more {ie next to nothing} for a petite garden suite with windows, views, food, normal water and patio. LQF was excellent, The Franschhoek was not and their website cannot be trusted.

  • Stayed October 2009, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank GLx
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TheLastWordRetreats, Group Management at The Last Word Franschhoek, responded to this review, 19 November 2009
As management for The Last Word we feel we have no choice but to respond to this review posted by GLx as we find it to be largely untrue and deceptive.

The parking area at The Franschhoek is not unsafe and is most certainly lit up at night as we are fully aware that the area is not closed off to the road. We submitted plans for upgrading and improving this area over 6 months ago to council and are awaiting approval on this. Unfortunately we are at the mercy of the council and they do take their time to approve such things. We are hoping that this will come through in the next few days where we will be closing off and making the area completely private. With regards to the beggar, there is very little we can do here. We have addressed this with both the council and the police department within the Franschhoek area on numerous occasions.
With regard to Dinner each and every booking made at a Last Word property receives a Guest Preference form where we specifically ask guests if they wish to have dinner with us on their fist night of arrival. Either the guest or their tour operator neglected to complete and send this form back to us; otherwise we would have been made aware in advance that the guest wished to have dinner. It quite clearly states on our website that dinners are by arrangement only and most people find it obvious that by arrangement means beforehand.
The guest did not seem to be happy with the Superior Double room booked for him and he obviously wanted a suite, which were all fully booked. The Superior Double room that was booked for him is 40 sqm in size including the bathroom with a patio of 16 sqm and garden area of 25 sqm. Many hotels classify their entry level rooms as 'superior/luxury' rooms versus their 'deluxe/premier' rooms which are more expensive and offer more. If the guest prefers bigger rooms and he has used his tour operator for previous bookings with this request then perhaps he should never have been booked into The Franschhoek in a superior room as he would never have been happy with this. There are 4 sash windows in total in the room and bathroom and lovely French doors leading to the patio area so by no means is this room 'windowless'.
Unfortunately the water does run brown sometimes in the Franschhoek area. This is again something that every home and business has to contend with and we have communicated to the municipality. Although it can perhaps be a little alarming to a guest the water is however absolutely fine.

We are also aware that the guest was on the property for under 20 minutes and did not even stay the night and therefore did not get to enjoy the warm service and hospitality The Last Word has come to be known and renowned for. We also find it completely unfair that a review can be posted on what we consider to be a ‘whim’ and not at all well thought out. Furthermore, please note that before this review 96% of our Last Word guests at The Franschhoek rated it 4 out of 5 stars or more with 86% rating it excellent and giving it 5 out of 5 stars.

We also need to stress that we stand 100% behind our website and maintain that it can be trusted emphatically and we openly invite anyone in the Tripadvisor community to scrutinise it and challenge us on anything they may consider to be misleading.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about The Last Word Franschhoek

Property: The Last Word Franschhoek
Address: 68 Hugenote Street, Franschhoek 7690, South Africa
Phone Number:
Region: South Africa > Western Cape > Franschhoek
Amenities:
Free Breakfast Free High Speed Internet ( WiFi ) Room Service Swimming Pool Wheelchair access
Hotel Style:
#2 Romantic Hotel in Franschhoek
#3 Luxury Hotel in Franschhoek
#6 Family Hotel in Franschhoek
Price Range (Based on Average Rates): ££
Hotel Class:5 star — The Last Word Franschhoek 5*
Number of rooms: 6
Official Description (provided by the hotel):
The Last Word Franschhoek is an exclusive five star historic residence in the heart of Franschhoek village, the gourmet capital of South Africa. It’s only a minute’s walk from the many excellent award-winning restaurants and numerous character-filled boutique style shops and galleries. Beautifully restored in the Cape Huguenot tradition, this 5 star boutique hotel has been designed with sumptuous home comforts creating an elegant, sophisticated interior with a handsome mixture of classic and contemporary furnishings. ... more   less 
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Also Known As:
The Last Word Franschhoek Hotel Franschhoek
The Hotel Franschhoek
Franschhoek The Hotel

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