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715mohammad
Dubai, United Arab Emirates

Biggest Disappointment compared to its sister hotel The Plettenberg

1.0 of 5 bubblesReviewed 21 Aug 2024
Compared to its sister hotel “The Plettenberg”, the Marine Hermanus fails to meet any five star ratings.

No hospitable service exists in this hotel, and a “good morning” is very hard on the staff to mention. The hotel reception staff will give you looks as you walk by without a simple smile. Sitting during breakfast made me realize that this hotel does not accept guests nor does it want to offer them the service that is expected.

I must say I am disappointed that I spent my holiday in this establishment and my family and I received the worst service.

A comment to the hotel management: the service is what makes a five star luxury hotel.
Date of stay: August 2024
Trip type: Travelled with family
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Michel Bouic, General Manager at The Marine Hotel, responded to this review
Responded 30 Aug 2024
Dear 715mohammad

Thank-you for choosing to stay at The Marine Hotel, Hermanus. We always appreciate hearing feedback about the experience that we provide, and your comments have been taken to heart.

My sincere apologies for the lack hospitable service and discomfort that you and your family experienced, this is by no means what we are about. We are making a conscious effort to improve on the points you raised during your recent visit.

I do hope that you visit us again in the near future so that we are able to provide you with the service that you expected.

Warm regards
Michel Bouic, General Manager
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviews (1 115)
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Reviewed 18 August 2024

Exceptional in all aspects, this is a top end luxurious place to stay. The location, service, facilities, food, and staff are exceptional in ensuring that your stay is extra special. The visit to the Spa is also a must during your stay. Highly recommended.

Room tip: Simply outstanding!
Date of stay: August 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank Pauline C
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Michel Bouic, General Manager at The Marine Hotel, responded to this reviewResponded 30 August 2024

Dear paulineL6232VT

Thank-you for choosing to stay at The Marine Hotel, Hermanus. Your feedback is greatly appreciated.

My team and I are thrilled that you had such a memorable stay and that you made special mention of the location, service, facilities, food, spa and exceptional staff.

We look forward to welcoming you back in the near future.

Warm regards
Michel Bouic, General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 August 2024

We had a three week road trip around SA and stayed here for two nights. We had previously stayed in a sister hotel, The Plettenberg, on our last trip so had high expectations of The Marine - we were not disappointed.

Gorgeous hotel, which has been beautifully decorated. The staff are a real credit to the hotel; just genuinely nice people who take their jobs very seriously, resulting in guests having a great stay.

Great location near the town centre of Hermanus and the views over the bay are stunning.

Date of stay: July 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Pauline010
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Michel Bouic, General Manager at The Marine Hotel, responded to this reviewResponded 30 August 2024

Dear Pauline010

Thank-you for choosing to stay at The Marine Hotel, Hermanus. Your feedback is greatly appreciated.

My team and I are delighted that you had such a wonderful stay with us and that you made special mention of the beautifully decorated hotel, the staff and service you received. We very much look forward to welcoming you back in the near future.
Warm regards
Michel Bouic, General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 August 2024 via mobile

Stayed for 2 nights in this fabulous hotel overlooking the Hermanus Coast with coastal walks in both directions. We drove up and car parking was free and secure on site.

From the minute we arrived we were welcomed and looked after extremely well with all staff friendly and helpful.

We enjoyed an Ocean View Room with a spacious bathroom, huge comfortable bed and pleasant seating area. Service came with lots of complimentary touches!

We decided to eat in the restaurant on the first night and the food was so good we also went back on night 2. Special mention to Sharon who looked after us so well on both nights.

Breakfast was included in our stay and we were amazed at the level of choice and how delicious all the food was.

We loved it here and if/when we visit Hermanus again we would definitely stay here.

Room tip: Parking Free on Site with security.
Date of stay: August 2024
Trip type: Travelled as a couple
Thank Daydream38897968762
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Joanne Scott, Other at The Marine Hotel, responded to this reviewResponded 13 August 2024

Dear Mike,

Guest feedback is imperative for us to ensure that we are meeting and exceeding our guests’ expectations.
Your comments are therefore much appreciated, and we hope to have the privilege of welcoming you to The Marine Hotel again soon.

We are delighted to hear that the staff were so friendly and efficient. Your commendations of mention the staff member’s name in particular are highly valued, and I wish to assure you that we have congratulated Sharon for doing such an outstanding job!

Kind regards,
Heloïse Abrahams
Assistant General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 August 2024

A lovely property just facing the cliff path in Hermanus. This is a historic property that is well maintained and tastefully decorated. We stayed in a garden room and were quite happy with it. The hot water bottles they tucked beneath our sheets (it was winter) were a wonderful touch as were the high-quality toiletries in the bathroom. Breakfast next morning was a lavish spread and worth lingering over. Excellent location and only a short walk away to the centre of town (we had an amazing dinner at The Wine Glass). We would return to this hotel in a heartbeat!

Date of stay: July 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank framiche
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Michel Bouic, General Manager at The Marine Hotel, responded to this reviewResponded 8 August 2024

Dear framiche

Thank-you for choosing to stay with us at The Marine Hotel, Hermanus. Your wonderful feedback is appreciated.

My team and I are delighted that you had such a wonderful stay with us, gave praise to the well-maintained property, the decor, our guest amenities, breakfast offering and excellent location. We are very excited knowing that you would like to return for yet another great stay with us.

Warm regards, Michel Bouic, General Manager

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Reviewed 27 July 2024

Great location overlooking the bay .
Nice pool with great gym facilities.
Food was very good for breakfast and evening.
Location is perfect to walk along the front into the town .
It’s a nice place and staff very helpful.
The even put hot water bottles on our beds as we visited in winter .

Date of stay: July 2024
Trip type: Travelled with family
Thank joshua808
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Michel Bouic, General Manager at The Marine Hotel, responded to this reviewResponded 28 July 2024

Dear joshua808

Thank-you for choosing to stay with us at The Marine Hotel, Hermanus and for your positive feedback received.

My team and I are delighted that you had a wonderful stay with us and for making special mention of our unique and great location, pool area and gym facilities, meals served, friendly and helpful staff and our unique small touch of finding a hot water bottle in your bed.

We look forward to welcoming you back in the near future.

Warm regards, Michel Bouic, General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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