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.
- 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