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“Incredible views- service not 5 stars”

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Clouds Wine & Guest Estate
Certificate of Excellence
London, United Kingdom
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
“Incredible views- service not 5 stars”
3 of 5 bubbles Reviewed 1 week ago via mobile

This hotel is beautiful and in a jaw dropping setting, worth going for the view alone. Rooms are modern and large- we stayed in the main area above the lobby and it is quite loud, you hear the phone ring and people talking.
The service is not worthy of a 5 star rating. A lot of the staff are very friendly but clearly not very well trained (there were a couple who were great). This meant we often waited a long time for things or things came wrong. All fine and forgivable but not what you expect for a 5 star hotel, you would expect management to be on top of this and rectify quickly.
We were also locked out from the hotel after attending a wedding at 2am- the security had clearly gone to bed! We complained the next day and weren't given anything apart from an apology- again you'd expect more from a 5 star hotel.
However all things that can be fixed, I had a very apologetic email explaining that everything had been.

Stayed April 2017, travelled with friends
Helpful?
Thank Charlotte F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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460 reviews from our community

Traveller rating
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    75
    32
    5
    5
See reviews for
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10
Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (68)
Date | Rating
  • Chinese (Traditional) first
  • Czech first
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Portuguese first
  • Spanish first
  • Swedish first
  • Any
English first
Cape Town, South Africa
1 review
3 of 5 bubbles Reviewed 2 weeks ago

We were extremely excited for our night away at clouds. It was our special treat as it was more expensive than our usual getaways. On arrival the receptionist was no where to be seen and we waited up to 20 minutes until she blustered in and completely disregarded us thinking we were part of another group. She passed us on to another staff member who was supposed to offer us welcome drinks which after another half hour never happened either. Eventually we asked a porter to give us our keys to our room and took ourselves there. After going for dinner that evening we arrived back to yet another abandoned reception area.The next morning after being served long life milk with breakfast which was truely astonishing given the star rating the receptionist offered us a backhanded apology for her dismissive behaviour the previous day. It was truely dispointing as this incident and her unprofessional behaviour completely soured our time there.

  • Stayed April 2017, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel

Helpful?
Thank sarahbV6715HL
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
London, United Kingdom
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
3 of 5 bubbles Reviewed 2 weeks ago

Without a doubt the best views in stellenbosh, however this hotel needs some reviews when it comes to 5 stars. We stayed in the rooms in the main hotel which was were beautiful but extremely noisy- you can hear phones ringing in the middle of the night. Breakfast was okay, but very slow and a number of times our simple omelette order was wrong. Our rooms were not made up till late afternoon when we had been out all morning and sometime they forgot completely! Behind reception the manager (which was very unfriendly) had pinned on the wall rude messages to staff about deducting pay for complaints (which I found quite disturbing) and we also witnessed the manager telling off a member of staff in the breakfast area, no wonder they didn't seem very inspired. If I was the owner I would seriously review the leadership team here.

  • Stayed April 2017, travelled with friends
    • Value
    • Rooms
    • Service
Helpful?
Thank Missgaunt
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Belfast, United Kingdom
Level Contributor
124 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 64 helpful votes
4 of 5 bubbles Reviewed 2 weeks ago via mobile

We stayed for just one night. And fell in love with the view, just stunning! The negatives was the noise, our room was close to reception and the noise carried, it needs some serious soundproofing. So maybe contact them first. Also there was only one waiter that seemed to be in training. The managers had to help set the tables etc. She also interviewed for a member of staff the next morning in the dining area which to me wasn't really appropriate. The food was mediocre and breakfast took forever. Good job we weren't in a hurry, I hope by now they've ironed out all the creases, as this was in September. Having said all that, we would stay again for the views

Stayed September 2016, travelled as a couple
Helpful?
1 Thank dancehotsalsa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sydney, Australia
Level Contributor
46 reviews
36 hotel reviews
common_n_hotel_reviews_1bd8 31 helpful votes
5 of 5 bubbles Reviewed 3 weeks ago

We cannot recommend this estate highly enough. The position of the rooms and the common areas take full advantage of the stunning views of Stellenbosch’s mountains. The rooms themselves were very comfortable - modern and nicely furnished. We found ourselves being torn from leaving this gem of a hotel to do wine tasting and exploring the surrounding area.
We thoroughly enjoyed Clouds’s restaurant food and the matching wines one night and another night a great dining experience at Delaire Graff estate nearby. The whole wine region boasts with fantastic restaurants, which we recommend booking well in advance.
The service at Clouds Estate was brilliant at all times. Three nights was not enough to see and do it all.

  • Stayed February 2017, travelled with family
    • Value
    • Sleep Quality
    • Service
Helpful?
1 Thank Regina N
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

Property: 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 #1 of 50 Speciality Lodging in Stellenbosch
Price range (per night): R1 828 - R4 414
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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