I have never visited South Africa, but was very excited to attends a friends wedding. Had come across the hotel by chance, fell in love with the pictures at first; and was impressed by the reviews - booked straight away through Expedia.
From the get go there was a clear gap in communication and the hotel was very difficult to get in touch with. Emails were not answered, Instagram messages were ignored and in the end, the only way to get in touch with the hotel was via a friend who lives in South Africa calling them directly. It was actually approaching a month before anyone got in touch.
When payment was made, receipts were not issued (these had to be requested) and overall before even arriving, I felt uncomfortable about our upcoming stay. Staff were unapologetic and extremely blasé about the lack of customer service.
Unfortunately one day before travelling, the trip had to be cancelled due to unforeseen circumstances. Staff were very unsympathetic and although I didn't expect a full refund, I requested for the booking to be transferred to another date - after a number of feeble excuses, this was refused so in the end a £3700 suite was wasted and again the staff were unapologetic and couldn't seem to care less. Having worked in management and being the owner of a business, I know there are circumstances where discretion is applied. No such thing with the Marly.
Although I will get my chance to visit South Africa at some point in the future, I would not recommend this hotel as out of all of the 5* hotels I've dealt with internationally, my experience with them has so far been the worst!
I know I didn't stay, but the 3 month ordeal from the moment of booking to the unfortunate event of not being able to go left a very sour taste.
- Official Description (provided by the hotel):
- The Marly is the newest edition to The Kove Collection. Her sister property is The Alphen Boutique Hotel in Constantia. The Marly has 11 spacious suites, all with sea facing or uninterrupted views of The Twelve Apostle Mountain range and is located right up "close and personal" with Camps Bay beach. ... more less
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