Recently had a family function. A real gem nestled just on the outskirts of Jhb . Stunning ambiance, beautiful surroundings , excellent food , friendly staff - too many beautiful features that have to be personally experienced . A real treat . Well done Vivari
Amazing and serene setting, impeccable attention to detail, top class service and divine food! From the time you enter till you leave, you treated like royalty by the extremely knowledgable and warm team at Vivari. Will be back for another wonderful experience.
We were told that the hotel reopened a year or so ago so we experienced the following issues
- poor WiFi connection, it would drop continuously
- poor service at the restaurant, we waited over an hour for our food - is this a staff capacity issue?
- we couldn’t use the jacuzzi as it was being maintained and the staff said they’d call us to inform us when to come - that never happened
- no water for about an hour on one of the days we spent there
Dear Mandisa
I am terribly sorry to hear that your experience was sub-optimal. The hotel opened in January 2020 and closed in March 2020 due to Covid lockdown and never really had an opportunity to trade. The hotel remained closed for two years and reopened in April 2022.
I understand your frustration at the lack of services and this is due to the lack
of staff training. Accor is the company that manages the hotel and they are currently implementing measures to improve the service levels offered in the restaurant.
I apologise about the Wi-Fi situation as it is meant to be high speed. I’ve asked the service provider to provide feedback.
With regard to the Spa jacuzzi it was out of commission since April 2022 due to the spa been closed for over two years which resulted in the Jacuzzi motor seizing. A new motor had to be imported from Germany. However due to the war situation in Europe there was a delay in transport of the motor to South Africa. I am however pleased to report that this was fixed yesterday and the Jacuzzi is finally available for use. I hope you had the opportunity to use the steam room, sauna and ice fountain.
With regard to the interrupted water supply, Mogale municipality had cut the water supply to the area due to them fixing a burst pipe. Unfortunately we had no control over this situation.
I would really like to improve your experience so please reach out to me info@vivarihotel.co.za so we can try to make it up to you 🙏🏽
I went for a night with my husband to hotel hoping for 5 star experience as they are supposed to be
Firstly on entrance they asked me to pay for the hotel when I had already sent proof is payments weeks ago. No one knew this prior to our arrival
Our room was nice and that’s just about where it ends
The service itself is terrible. A few friendly faces but most seemed extremely untrained!
The spa pool was out of service.
And then comes breakfast. We left for breakfast at 9:30. There is no buffet you have to order from the menu
We simply ordered scrambled eggs on toast which took 1 and half hours to come!! A hot drink came first with no pastries (which we also ordered) and we ordered cereal. NOTHING came. The eggs came one a half hours later after complaining so many times and a trip to the reception.
People in the restaurant also left and the service was just pathetic.
They are extremely untrained and definitely not worth for a 5 star hotel!
I complained to the reception and told them we barely ate anything and all we got is a “sorry”
The price for this hotel is extremely ridiculous for what you get.
I went to 4 star hotel the night before at Thaba Eco hotel and they really deserve a 5 star rating.
Vivari hotel is definitely not 5 star.
Definitely do not recommend
Dear Naeema
I am terribly distressed to hear about your poor experience at Vivari. There is no excuse for the shoddy service except to say that the hotel is newly opened and the staff are not adequately trained.
I have taken heed of your comments about the poor breakfast experience and would like to reach out to you to see if we can remedy the situation.
The rooms are heavily discounted because teething problems were expected, but not to this degree for which I am deeply apologetic.
Can I ask that you please contact me on info@Vivarihotel.co.za so that we can try to improve on what was a bad experience for you?
The hotel is beautifully designed and the staff is throughout outstanding. No complains about that. Also the food on the dinner and the massage were fantastic! But there were some downsides which disappointed us: First, it was cold and the AC in the room was not able to keep the room warm, so we freezed (only in the bed with all blankets we had warm). Second, the room was quite small, not much space left. but still, beautiful design. Third: The water in the shower does get warm, but not really hot. I'd like to shower very hot, and the shower was not able to do that. It was just a little bit too cold to be really comfortable. Additionally, there was a screwdriver and some dirt on the shelf, like the room was not completed. Breakfast: This was the most disappointing thing, we expected a buffet. but on the first day we've only got an Omlette which was burnt a little bit. We did now fully understand and knew that there is more to order. On the second day it was more clear what we could have. But maybe you should provide a menu with all options as long it is not a buffet but a la cart. Last but not least, I've got the wrong massage. It was fantastic, no complains about the massage I've got, but still it was the wrong one. Maybe there was an organizational issue somewhere. So in the end, there is a lot to improve at this hotel. It maybe just needs some more time that all processes work fine, but until then, I can recommend it only partial.
Dear Reaast
Thank you for choosing Vivari to spend a few days. I am terribly sorry that your experience was not great. Since the hotel is newly opened and the staff are not adequately trained I suspect that is why the experience was not a positive one. However since the hotel is part of the Accor portfolio, extensive staff training is been undertaken to ensure that staff comply with a five star offering especially in the restaurant area. With regard to the AC in your room, I am really sorry did that it did not warm the room and I have asked a technician to look into it.
What regard to the hot water, I suspect that due to the hotel being new and not used much, the water in the ring main perhaps took a long time to heat up.
Please reach out to me info@vivarihotel.co.za when you are back in Joburg so I may try to compensate for the bad service.
