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Tiffany R
Active since Jun 2024
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2 reviews7 months ago
DISAPPOINTING EXPERIENCE, MANAGEMENT LACKS ACCOUNTABILITY DESPITE IT BEING A BEAUTIFUL 4-STAR HOTEL.
DISAPPOINTING EXPERIENCE, MANAGEMENT LACKS ACCOUNTABILITY DESPITE IT BEING A BEAUTIFUL 4-STAR HOTEL. The Vineyard is a stunning hotel, but our recent stay was overshadowed by a very distressing experience. At check-in, we specifically asked the receptionist whether we could have two guests join us at the pool the next day for drinks and lunch. We were told clearly that it was allowed. The next day, when we informed the pool hostess that our guests would be arriving, she said only hotel guests were permitted. We explained what reception had told us, and she apologised as she hadn’t been informed. About 30–40 minutes later, when our guests arrived, the situation suddenly became a major issue. Only at that point did the pool staff speak to reception, and a hotel representative came to us saying our guests were not allowed. Although he wasn’t rude, the conversation happened publicly, in front of a full pool area, making us feel singled out and embarrassed—as though we were being asked to move while already settled on loungers in swimwear. My partner even went to reception to speak to the manager directly because the interaction had become so uncomfortable. TO MAKE IT CLEAR, NOT A SINGLE INDIVIDUAL APOLOGISED FOR THEIR OWN STAFF’S MISINFORMATION, NOT THE MANAGER, NOT THE HOTEL REPRESENTATIVE, NO ONE TOOK ACCOUNTABILITY, everyone just made us feel like ********s. It felt as though multiple staff members arrived to observe what was happening, and the attention left us and our guests feeling unwelcome and judged. We eventually left the pool around 1:45pm and took our guests off the premises for lunch because the embarrassment was overwhelming. This entire situation could have been avoided with proper communication of policy to staff. We re**** on the information given to us at check-in and were made to feel as though we had intentionally broken policy when in fact it was a misunderstanding caused internally by hotel staff. The hotel is beautiful, but the management and guest service during this incident were extremely disappointing. Sadly, based on this experience, I would hesitate to recommend the hotel without sharing what happened or even returning.
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21 months ago
A manager from Hell
Wine tasting was amazing and then my entire day was spoiled!! I booked at 10am for an outside table with a view. I asked the lady, do u have any space outside I’m driving from Cape Town and that’s why I’m booking and calling ahead. She said yes of cause we have 3 tables outside available and I proceeded to book. I called again at 12.22 and stated to the person on the line I made a booking and please I’m going to be late could I please move my booking back. Yes the person said and I accepted. Mind you no notification of anyone saying anything about the specific table I booked not being available. We then get to the restaurant and tell the waitress that we booked outside and she says there’s no space. What excuse me!? Please call your manager because I booked at 10am and the lady said they had 3 tables able. And those are the 3 outside also when I was sitting at wine tasting I saw all tables being free and available. To my biggest shock the manager came out and said there’a nothing he could do. He wasn’t going to accept fault or even try to accommodate us and we explained but we booked at 10am and there were tables available and that’s why we drove 45 min from Cape Town to here to have the view and the outside. He was just standing there looking at us and saying moving forward do what u want and sit inside or leave. Those are your options. Why would I book and sit inside on a sunny day? Drive 45 min because I’m crazy? It’s so frustrating. All this manager did was make many many excuses for his own mistakes. Sorry was not going to help this issue. What a waste of a drive, petrol and place. What did I book? Then don’t take bookings.
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Review Distribution
5 Star
0 (0%)
4 Star
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3 Star
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2 Star
1 (50%)
1 Star
1 (50%)