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Reviews (263)
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All reviewsvilla overlookingvilla numberwashing machinehotel roommountain rangeseparate toiletsmall lakekitchen areabeautiful settinghoneymoon suiteattention to detailexcellent stayclose to townunderfloor heatingsouth africadambedroom
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Reviewed 3 April 2018 via mobile

This hotel has so much potential but the lack of any form of management was visibly apparent
The 'pool' was in such a state I felt that I was stating in a 1 star motel. I know there is a drought but the 20 m2 of grass that surround the pool/fountain could have been maintained. It looked like a desert
I cleaned the pool myself
The breakfast was poor. I didn't even eat there on the last day ...despite paying for it
The aircon didn't work in the one room ad was too loud in the other room
The Wi-Fi was bad
The upholstery was disgusting
The room layout and size was incredible.. the views were amazing. The staff were willing and pleasing enough but as I said the lack of management was apparent
The reception chair was so filthy it was black... I had to tell the kids not to touch it
Re-upholster everything and get a manager and fix the pool area... Please... and you may have a winner

Stayed: April 2018, travelled with family
Thank paulcotbag
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CBarnard1234, Manager at L'Ermitage Franschhoek Chateau & Villas, responded to this reviewResponded 4 April 2018

Dear sir

Thank you for your feedback and we will certainly look into the comments and will give you feedback via email.

Kind regards

Cynthia

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 April 2018 via mobile

A beautiful hotel, in a beautiful setting.
We stayed in a spacious, well decorated villa- overlooking the lake.

The Service here is exceptional. Breakfast. Was even better, it was incredible.

Will definitely be back!!!

Stayed: March 2018, travelled as a couple
Thank Pheello N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CBarnard1234, Manager at L'Ermitage Franschhoek Chateau & Villas, responded to this reviewResponded 4 April 2018

Thank you very much for taking the time to review our property.

Your feedback is greatly appreciated and will assist us in improving our service.

We look forward to welcoming you back soon.

Kind regards

Cynthia

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 March 2018 via mobile

Stayed at this hotel when visiting Franschoek. Overall a very disappointing experience for what is supposedly a 4 star hotel. The rooms were very large and could have been very nice but were extremely tired and shabby. Shower door sticking on the wall as the hinges had dropped. Cleaning not very good, only one small towel provided despite requests, and no sheet on the bed on one night!
Staff seemed disinterested and not at all helpful. Breakfast buffet very sparse and staff quite rude. The swimming pool - which was small and more like a fountain was filthy! Would not recommend this hotel

Stayed: February 2018, travelled with friends
Thank campervanbg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Esme O, Front Office Manager at L'Ermitage Franschhoek Chateau & Villas, responded to this reviewResponded 13 March 2018

Dear Guest

Thank you for your review and feedback.
Please contact hotel direct in order for us to investigate this matter.
Email adress is info@lermitage.co.za

We look forward hearing from you soonest

Kind Regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 March 2018 via mobile

An upscale location aimed at the upper middle class clientele. Rooms were excellent, quiet with all the amenities and nice views. Breakfast was pretty good but nothing exceptional. Price for value was not great compared to other offers around. Opt for it if you wish a splash of luxury.

Stayed: March 2018, travelled with friends
Thank Mixalis G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CBarnard1234, Manager at L'Ermitage Franschhoek Chateau & Villas, responded to this reviewResponded 4 April 2018

Thank you for your feedback and we will definitely discuss your comments.

We will however send you an email with more detailed responses.

Kind regards

Cynthia

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 February 2018

This was single handedly the worst experience I have ever had in any hotel. From the arrival experience, over the arrogant behaviour to the sheer lack of hospitality full stop. The only enjoyable thing are the views, but those they get for free and they don't have anything to do for that. Cause if they did, they would get that wrong too.

We arrived at 11:30am (clearly well ahead of check in time which as a seasoned traveller I am fully aware of) so when we approached the check in desk, we were NOT greeted as follows: "welcome to the L'Hermitage, how are you. I hope you had a nice trip, where did you come from today? as it is still quite early and our check in time is 2pm you rooms are not quite ready yet but you are most welcome to leave your luggage here and explore town or be our guest and use the facilities until later" - OH NO, instead there was not even a hello or a smile but only "you are early and your rooms are not ready"; making you instantly feel anything but welcome.

There had been a mistake on our booking by the tour operator which we only noticed three days prior to arrival and contacted the hotel to request to cancel one of the rooms as there were too many booked. The hotel refused to do that. Even when we were on site, and discussed this with them once again, there was really only a very arrogant behaviour towards us making us feel that really it was not their problem at all and guest satisfaction is not what they are looking for.

We opted to explore town instead of staying at the hotel as already we didn't feel welcome at all. Once we returned late afternoon, we received our key and a very nice porter helped with the luggage (he really was the only positive thing in this hotel).

We then had to call guest services as the toilet was dirty and the toilet brush was something you would not even expect in a 2 star hotel. Already once again, when I explained this on the phone all I got was they did not have any new brushes until Monday when their supplier would come (really??? they are located 10min walk from the town center, I could have gone to get one myself - picture attached below); but then agreed that they would come and check. The lady who came to the room still had attitude until I reminded her that we are the guest and this is unacceptable. They send someone to replace this brush clearly with one from another room (poor next guests have to put up with the one from our room which had seen far too much).

The next day, at breakfast the fruit platters were mostly empty and not refilled - and that was at 9:30am. There was only about 12 guests in total in the restaurant at the time. And about 3 staff. In my experience a very manageable ratio that would allow for the buffet that is advertised to be open until 11am to be replenished frequently.

We left the hotel around noon and even spoke to the housekeeping staff if they would be ok to clean the room once we were out and they confirmed that. We returned at 5pm and nothing had been done. When I confronted the reception about this, once again all I got was attitude and arrogance.

Overall, the hotel is also very dated, the carpets are dirty and curtains are old. We stayed in villa 12 which has great views over the mountains and it is very spacious but very dark inside.

We stayed at this hotel for the last 2 nights of our 8 day trip to Cape Town and the wine region. Sadly, it has really ruined the end of our trip which until then was absolutely stunning. I would NEVER EVER return to this place that made absolutely no effort whatsoever to make us feel welcome, ease the pain somewhat or help improve the situation. And I highly recommend you all find another hotel that actually cares, takes pride in what they do and believe in customer satisfaction.

There are so many other wonderful places that you can choose from which also have a great view and wonderful service. What a shame.

Room Tip: Choose a different hotel!
  • Stayed: February 2018, travelled with family
    • Location
    • Rooms
    • Service
1  Thank Zuvamaree
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CBarnard1234, Manager at L'Ermitage Franschhoek Chateau & Villas, responded to this reviewResponded 4 April 2018

Thank you for discussion via email and we look forward to welcoming you back.

Kind regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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