L'ermitage - Franschhoek Chateau & Villas

Lovely stay and exceptional staff. Cleanliness during our stay could have been improved as countertops were not wiped or floor sweeped. Crockery were washed but not packed away. Towels not replaced on 2nd day but dirty ones were taken away.

When checking in the reception staff said they have not been paid by hotels.com and that we owed the full amount. I had all three confirmed printouts of booking which showed one night paid and a balance for the second night. This conversation went on through our entire stay and when checking out they still demanded full payment. We said take the payment for the one night or nothing as we had to leave for our morning flight. I have never encountered this in any Hotels. Com booking I made!

nice room but balcony door didn't shut very well and quite noisey ( we didn't mention this and staff were apologetic ) We also paid for a mountain view which was oversold ( room 2) but the staff were very good and room was comfortable

Advertised Village view was non existent. The only view we had was a tree which blocked everything including light. Room furnishings were old fashioned.

These look beautiful on Expedia and all other websites but our Mountain View was really only what you can see above the roof tops; the terrace furniture was only a table and chairs. The rooms were not set up as requested (two doubles, we had one double and two twins). The toilet for one room moved (not just the seat, the actual cistern). The bath in the other would not fill as the plug did not fit properly. The TV would not play any live tv at all… despite two staff coming to look at it, the first said he had sorted it yet we still couldn’t get live stations only via apps (not being from SA, most didn’t work for us). The pools are very small for such a large property and the loungers around them very dirty (the mattresses were so badly marked we didn’t want to lay on them). We stayed at a W Collection property in Hermanus which was excellent, this one really lets the side down. On the positive side, the sheets and bathrooms were clean, the kitchen was relatively well equipped and the porter and gate staff were very happy and helpful. Sadly, not quite what we had expected or hoped for - the worst accommodation we stayed in during our 30 day stay in South Africa.