Our stay was pleasant. The staff was so friendly and helpful. There were several social spaces felt simultaneously sophisticated and laidback. The garden space was beautiful. There were a few hiccups, but not anything that would demotivate me from returning to this hotel.
We stayed at the Vinyard several times in the last year and every time it keeps getting better. I love the gorgeous gardens, scrumptious food and beautiful rooms. The staff are friendly and helpful. The Food & Beverage manageress Danita went out of her way to ensure our breakfast under the trees was another unforgettable experience. Thank you Vinyard for never disappointing!
I was treated so badly by the reception, that I ended up leaving, and walking away from the booking. Absolutely shocking Lincoln the so called manager should not be working with guests. Incredibly rude and arrogant, when a friend phoned to try and rectify the situation he was rude to her as well, he sets the standard as the manager. This has been my favourite hotel for years very sad and disappointed to have been treated so badly that I will never return or recommend. I think I would have had better service at a holiday in or highway motel. It’s not worth the stay.!
It's been a few years since I've last visited The Vineyard. I was not disappointed at all. The reception was lovely as always, the room facing the mountains was great and came with a small outside area with the lovely Jasmine flowers in bloom. Lovely to be woken up to the fragrance indeed! The gardens are lovely as always, as well as the spa. Service at the Lounge Bar was slightly slow both times I was there, but the food and refreshments were good. I would definitely return again.
Unfortunately, this is the first time I've had to leave a negative review of a hotel on Tripadvisor. Don't get me wrong, the hotel itself is absolutely stunning! The beautiful art and architecture amaze me. The room was cosy and impressive -- everything worked. However, I found myself disappointed with the staff, especially what seemed to be the managerial staff. Let's start at the beginning. When I arrived, everything regarding COVID regulations was done with the utmost professionalism. They really went all out here. I then headed to the reception area to check-in, and to my embarrassment, it came to light that I accidentally booked my trip on bookings.com for the day after I wanted to check in -- travellers brain, you know? The lady at reception was more than willing to accommodate my mistake since they clearly were not near capacity. However, I then tried to cancel my bookings.com booking to replace it with the one I should've chosen, but the app required either a cancellation fee (worth that of the entire stay) or that the establishment waives the cancellation fee. Since it was a mistake, I'm glad to say that the Vineyard hotel waived the cancellation fee and I was able to book in one day earlier given that I had to pay upfront. What I did not appreciate, however, was the senior staff member's (I hope she isn't in a manager position, but she was definitely a supervisor) attitude towards solving my issue. The blonde lady interrupted the receptionist and told me that she couldn't guarantee I won't be charged the full amount even though I already paid to resolve the matter. She did this without greeting me and never took the effort to try and muster a smile. She explained that "the system did not allow them to deal with such things". However, I was tired so I blamed my interpretation of her attitude on my irritable state. The lady at reception was kind enough to finalise the matter and give me the key to my room. My room was absolutely lovely. I appreciated the cohesiveness of the interior design, the large and very comfortable bed, the option of there being both a bath and a shower, the light-blocking quality of the blackout curtains, the powerful yet quiet airconditioner, and the spacious office desk. The highlight, however, was the view: the room has an absolutely gorgeous view of the interior courtyard showcasing many trees and water features. I spent the time equivalence of having three-morning coffees just examining it. The room was also exceptionally quiet, which I love because I am a light sleeper. In short, I have absolutely no complaints about the room I stayed in. It was the highlight of my stay there. Not a major complaint, but also not satisfactory: after dinner, my friends and I came for a few drinks at the bar. We started with cocktails and I ordered a Whisky Sour. The bar staff assumed that I only spoke English, it seems, so I overheard their reasoning. They admitted to fully knowing how to prepare a Whisky Sour but complained about not having eggs. Now as I would expect, the waiter insisted that they do have eggs, I mean this is a hotel after all isn't it? The bartender refused to accommodate such a trip to the kitchen. I then asked the bartender for a suitable substitute for a Whiskey Sour. He offered us the most expensive cocktail on the menu and the taste profile did not correlate to a Whiskey Sour. The taste profiles aren't even close. Again, this complaint didn't ruin anything for me, but I found it a tad unprofessional for a hotel of this stature. Luckily they make a bloody good Dom Pedro. The following day, while I was checking out, I started noticing even more shortcomings with the Vineyard Hotel's staff. Now to be fair, I should have done more not to lose my mask during the Covid pandemic. The supervisor, again the same blonde lady as the previous day, immediately noticed. I tried to explain my situation but she interrupted me and offered to give me a face mask. However, when I thanked her plenty for her hospitality, she blatantly ignored me. She was unquestionably irritated, same as the day before -- not even trying to muster a smile. I continued my checkout procedure with the receptionist, who also did not seem very happy to see a customer. She was very quick to interrupt my speaking, as if there was an entire queue of tourists lined up behind me, waiting to be checked in (there were almost no other guests at a reception at the time). I felt quite rushed, to be honest. So when I settled the outstanding R90 on my account, Zapper was giving me issues. This seemed to frustrate her even more. After the payment went through I asked her if I could store my luggage somewhere. During the question, I stumbled over my words quite a lot. She kept on trying to complete my sentence by rudely interrupting me. If somebody has a speech issue, you should not try to speed the conversation for your own sake by trying to complete their sentences. Rather have some patience, please. The hotel no longer felt very hospitable at this point, I'm afraid. At least the person who stored my luggage was extremely kind. Now I had some time to burn before my lunch reservation with the family, so I went to the bar, obviously. First of all, I get quite worried when the waiter who is serving me has never heard of Stella Artois. I get even more worried when two separate waiters ask me "what that is", even though it is visibly listed on the menu. Also, here's a tip: when you bring a customer a beer, try to bring the bottle opener with you, on the same trip. Stella has a beautiful logo design, but I can only stare at the bottle for so long. My last complaint regarding the bar staff was their dallying. My glass was empty for ten minutes, I started trying to get my waiters attention, and eventually I had to go to the bar to interrupt what-must've-been a comedic routine between the staff. Too often did the staff converse among each other, often breaking into raucous laughter, while it was apparent that there were guests needing serving. If you want to ask such large margins on your drinks, I expect to be served at my table, rather than having to flag down a distracted waiter every time. Lunch was good. I had the cheese platter. It was great and generously portioned. Made a friend with a squirrel. Maybe the hotel should hire the squirrel as he frequented our table much more often than the waiter (jokes aside, the waiter at lunch was actually very lovely and hard-working). In summary, what a lovely hotel. It's just a shame that they forgot to train half of their staff! It's a beautiful place, but I think they need to reshuffle their management a bit, to be honest. I say again, I rarely write such negative reviews, but because of what I spent at the hotel, I don't believe the standards they pretend to uphold were achieved. Some tips: minimise your time at the reception, BYOB, don't you dare lose your mask, befriend a squirrel. Since none of the aforementioned negative experiences was too harrowing, I'll most likely be frequenting the establishment again, perhaps no longer as a resident, though. Francois Nel Room 319 02-03 October 2021…