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“Stunning hotel and views, average service and some hotel basics missing”

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Clouds Wine & Guest Estate
Certificate of Excellence
Reviewed 28 September 2016

For a special celebration we upgraded to a Deluxe room type when we made our booking, this came with added expectation for the hotel experience. On arrival we were impressed with the grounds and how the hotels design makes it striking, yet very homely. A nice touch on arrival was a complimentary glass of Clouds pink sauvignon blanc taken in their beautiful lounge area, by an open fire on fantastically comfortable loungers, sadly that was the high-point of the customer service journey. The room was on the first floor, directly above the reception area...the hotel have two options here, provide adequate acoustic insulation so that the wide variety of sounds from downstairs do not penetrate to the room, or, seal off the reception area. There are four large rooms up the short wooden stairs from reception and all of them complained of the level of noise heard from reception which is a shame when you consider that the light airy feel of the hotel is created by its "open" design. The Deluxe room type is simply stunning, very well designed with a HUGE fully folding back french door leading to a massive wooden decked balcony looking out on to one of the most stirring views we had ever seen. Very well appointed, however, we found that our tea-pot had never actually been cleaned, revealing an old tea-bag, and water covered in mould and other growth-disgraceful. The bath robes provided are luxurious, however, we couldn't hang them anywhere as the hangers on the back of the bathroom door had been broken off at some point in the past and never replaced. The key issue we ran into was when my girlfriend whilst getting ready for our evening out, trod on a rogue piece of glass, from a source we couldn't find, despite searching. Luckily she had all the necessary first aid kit, however, what blew us away was the response from the hotel reception, "yes ok thank you". Not a single word of apology or shock. We asked the hotel to completely re-clean the room to ensure there was no more glass and in spite of them assuring this would be done, we found a second piece of glass on our second night. This was a highlight of the stay, the hotel really needs a good clean and a proper education in customer relations, not something you normally associate with South Africa. A nice place sure, but sadly missing far too many of the basics which a hotel should provide without having to think, we will not be returning as there are a great number of boutique estate hotels competing in Stellenbosch.

Room Tip: Go for a villa - far removed from the noise of the hotel
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  • Stayed: September 2016, travelled as a couple
    • Location
    • Rooms
    • Service
1  Thank Edward C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Reviewed 25 September 2016

We have visited before and enjoyed the place, on our recent visit we got the feeling that the staff had been left to their own devices without a manager’s guidance.
Menus for in room service where out of date, lady at the front desk did not know menu let alone the waiters.
Linen looked a bit tired!! A bit like the staff. Don’t be a great venue that relies on its view and does not deliver.

  • Stayed: September 2016, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
1  Thank panagiotisg77
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 22 September 2016 via mobile

The place is beautiful. The views are stunning. First the good:
Rooms are wonderful. Beds comfortable. Bathroom floors heated for the cold weather as well as the towels. Coffee and tea in the room. Everything is clean and fresh. Complimentary wine upon check in. Booked a private wine tour that the front desk took care of for us at the last minute. The wait staff friendly and attentive.
Security is very tight so you feel very safe.

The Cons: If you're a swimmer the pool isn't heated. I hate TV, but if you love TV you can't see it from your bed in room 4. My sister in law asked for clothes to be laundered and they forgot and they were also overcharges for their stay. Though the dinner was good my husband and I were a bit sick from the pork. Perhaps it was undercooked.

Stayed: September 2016, travelled as a couple
Thank CynthiaB1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 21 September 2016 via mobile

Been here with a group of friends to enjoy the view and the wine. Unfortunately they gave us a wrong menu with wrong prices. In the end we were forced to pay the higher prices..didn't want to make a scene but thats unprofessional and impudent

Stayed: September 2016, travelled with friends
2  Thank Viktor H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 21 September 2016

Beautiful location. The best view in town. The villa was spectacular (some construction going on right now). Everything you could wish for. Shower was great when we checked in; however, in the morning all the water was off and not working. We were sad about that and the person at the front desk didn't really seem too concerned.

  • Stayed: September 2016, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
1  Thank janetmM7774ZD
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Clouds Wine & Guest Estate

Address: Helshoogte Road, Stellenbosch 7560, South Africa
Region: South Africa > Western Cape > Stellenbosch
Amenities:
Bar / Lounge Free High Speed Internet ( WiFi ) Free Parking Restaurant Swimming Pool
Hotel Style:
Ranked #2 of 55 Speciality Lodging in Stellenbosch
Price Range: R2 169 - R9 922 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Clouds Wine & Guest Estate 5*
Number of rooms: 12
Official Description (provided by the hotel):
Situated on one of the world's most beautiful mountain passes, Clouds Wine and Guest Estate is one of the jewels of Helshoogte. The relatively small, private estate is a working farm that produces its own wines. It also offers premium guest accommodation that blends designer luxury with all the modcons. A stylish destination surrounded by incredible views, a stay at Clouds is difficult to forget. ... more   less 
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Also Known As:
Clouds Estate Hotel Stellenbosch

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