We noticed that you're using an unsupported browser. The Tripadvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.
Contact accommodation for availability.
There are similar hotels available.
View all
Terry
London, United Kingdom

Absolutely appalling

1.0 of 5 bubblesReviewed 04 Apr 2024via mobile
Booked for dinner on Sunday, the 1st of April in the Oaks Terrace, but due to the weather we were given a table in the Magnolia restaurant.

The service was absolutely appalling to the point where we had to get up from the table to find somebody to order drinks, even the wine we ordered, we had to serve ourselves, not that we’re not happy to do that, but you would’ve expected, at least one member of staff to offered, but no attention whatsoever.

Having eaten in the hotel on many occasions, this was a huge letdown as we took friends who would never been before.

The staff were more interested in setting up for breakfast for the following morning and completely abandoned us.

Food was very average and we questioned whether it was cooked by a professional chef.

Awful experience, I wouldn’t go near it.
Date of stay: April 2024
Room Tip: Don’t bother.
Trip type: Travelled with friends
Problem with this review?
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.
Debbie-Lee Cockrell, General Manager at Erinvale Estate Hotel and Spa, responded to this review
Responded 17 Apr 2024
Dear Terry M,

Thank you for sharing your recent dining experience with us. We're genuinely disappointed to hear that your visit did not meet your expectations, although I am saddened to see that this is often your experience when dining out.

Ensuring the comfort and satisfaction of our guests is paramount to us, and we regret that you felt neglected during your meal. I have personally investigated the matter and discussed it with my team who looked after you and your guests. Our team is typically known for their attentive service, and it's concerning to hear that this aspect of your experience fell short. They have taken this to heart.

Regarding the food quality, we take great care in maintaining high standards, and we're sorry to hear that you found it lacking on this occasion. Your feedback has been shared with our team for review.

Your perspective is valuable to us, and we appreciate you taking the time to provide it. We will use your insights to address the areas where we can improve.

Should you wish to reach out to me personally, please do so. I would welcome the opportunity to discuss your experience in person and address any concerns you may have.

Warm regards,
Debbie-Lee
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Nearby Hotels
R 795
No prepayment needed
  • Priceline
  • Agoda.com
    R 795
  • Vio.com
2.8 km from Erinvale Estate Hotel and Spa
Free Wifi
Free parking
R 2 295
R 2 180
  • Expedia.com
    R 2 295
  • Priceline
  • Hotels.com
    R 2 295
3.2 km from Erinvale Estate Hotel and Spa
Free Wifi
Free parking
62 Granite Avenue
R 959
  • Priceline
  • Agoda.com
    R 868
  • Expedia.com
    R 938
2.4 km from Erinvale Estate Hotel and Spa
Free Wifi
Free parking
R 1 020
  • Priceline
  • Expedia.com
    R 877
  • Trip.com
3.5 km from Erinvale Estate Hotel and Spa
Free Wifi
Free parking
R 450
Fully refundable
Multiple ways to pay
  • Booking.com
4.6 km from Erinvale Estate Hotel and Spa
Free Wifi
Free parking
pool
R 1 140
Fully refundable
No prepayment needed
  • Priceline
  • Agoda.com
    R 1 140
  • Vio.com
4.9 km from Erinvale Estate Hotel and Spa
Free Wifi
Free parking
R 1 275
No prepayment needed
  • Priceline
  • Agoda.com
    R 1 179
  • Expedia.com
    R 1 225
5.6 km from Erinvale Estate Hotel and Spa
Free Wifi
Free parking
R 2 400
Fully refundable
  • Expedia.com
    R 2 385
  • Agoda.com
    R 2 097
  • Hotels.com
    R 2 376
4.8 km from Erinvale Estate Hotel and Spa
Free Wifi
Free parking
R 964
Fully refundable
  • Priceline
  • Agoda.com
    R 639
  • Expedia.com
    R 1 100
5.4 km from Erinvale Estate Hotel and Spa
Free Wifi
Free parking
Outside View
Go to your Happy Price
  • Booking.com
    R 1 460
  • ZenHotels.com
    R 1 442
  • Expedia.com
    R 1 460
6.5 km from Erinvale Estate Hotel and Spa
Free Wifi
Free parking
View more hotels in Somerset West
Reviews (522)
Filter reviews
522 results
Traveller rating
307
137
40
19
19
Traveller type
Time of year
LanguageAll languages
More languages
Traveller rating
307
137
40
19
19
Show reviews that mention
All reviews beautiful setting estate wine susan relaxation farms establishment west stellenbosch somerset
Selected filters
Filter
Updating list...
5 - 10 of 522 reviews
Reviewed 1 April 2024 via mobile

This hotel is definitely worthy of 5 stars - manager Leticia made certain that we were 100% comfortable and satisfied with our table allocation - the lady will exhaust all avenues to ensure a memorable ocasion - our waiter, Melinca is a star - the service was above average - the food items were of the best - well worthy of recommendation - will return.

Date of stay: April 2024
Trip type: Travelled as a couple
Thank Bo1ton
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.
Debbie-Lee Cockrell, General Manager at Erinvale Estate Hotel and Spa, responded to this reviewResponded 17 April 2024

Dear Bo1ton,

Thank you for taking the time to share your delightful dining experience with us on TripAdvisor. We are thrilled to receive your beautiful review and to hear that your visit exceeded your expectations.

Leticia and Melinca are delighted to know that their efforts made your breakfast truly memorable. Ensuring our guests' comfort and happiness is our team's top priority, and it's fantastic to hear that Leticia went above and beyond to ensure you had a wonderful experience.

We're delighted that you found our food offerings to be of quality and worthy of recommendation. It's always rewarding to know that our guests appreciate the culinary experience we aim to deliver and the effort from our team to bring the experience to 'life'.

Thank you once again for choosing to dine with us and for recommending us to others. We can't wait to welcome you back for another memorable occasion in the future!

Warm regards,
Debbie-Lee

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 March 2024

Pleasant environment, good food, pleasant surroundings, helpful staff.
we ate both the seven courses dinner and some other dishes from the menu other evenings. So, nice.
The staff is truly the best ever. Perfect balance between friendliness, humor and professionalism.
I highly recommend Erinvale.

Date of stay: February 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
Thank Anne-Marie L
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.
Debbie-Lee Cockrell, General Manager at Erinvale Estate Hotel and Spa, responded to this reviewResponded 17 April 2024

Dear N2711EMannemariel,

Thank you so much for taking the time to share your wonderful experience at our boutique Country Estate. We are thrilled to receive your heartfelt review and to know that you had such a memorable stay with us.

It's lovey to hear that you found our environment welcoming, our food delightful, and our surroundings enjoyable. We take great pride in providing a memorable experience for all our guests, and we're delighted that you had the opportunity to enjoy both Stefan's, our flagship restaurant, and Magnolia our Social dining Lounge while staying with us.

Most importantly, we are overjoyed to hear such high praise for our team. They truly are the heart and soul of our gem, and it means the world to us that their friendliness, humour, and professionalism made a memorable impression.

Thank you once again for recommending Erinvale. It was our pleasure to host you, and we can't wait to welcome you back in the near future!

Warm regards,
Debbie-Lee

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 March 2024 via mobile

Beautiful First Class Hotel with excellent rooms Facilities and service. Situated in a stunning region. The service by the young team in all areas was superb and seem less No obvious stiff management so the atmosphere was friendly and everyone knew their roles will visit again

Date of stay: March 2024
Trip type: Travelled as a couple
Thank Minneola1
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.
Debbie-Lee Cockrell, General Manager at Erinvale Estate Hotel and Spa, responded to this reviewResponded 17 April 2024

Dear Minneola1,

Thank you ever so much for sharing your experience with us on TripAdvisor.

It's heartwarming to hear that you found our rooms, facilities, and service to be excellent. We strive to provide nothing less than the best for our guests, with genuine authenticity and heart in what we do each day. It is rewarding for the entire Erinvale team to hear that we succeeded in exceeding your expectations.

Your kind words about our young team truly mean the world to us. We are immensely proud of our youth development program that we are privileged to be a part of, through partnership with, Imibala Trust, and it's fantastic to know that their service was seamless and left such a positive impression on you. Creating a friendly atmosphere where everyone feels welcome, at home and valued is one of our top priorities, and we're thrilled that you experienced just that during your stay.

We can't thank you enough for choosing Erinvale, and we are already looking forward to welcoming your return!

Warm regards,
Debbie-Lee

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 24 February 2024 via mobile

I spent one full day for a team building event in this hotel. The location is totally amazing, luxurious garden, spacey conference centre, wonderful bar with swimming pool, quiet library and so on.
The buffet lunch we had received so many compliments from the whole group.
All staff have been very helpful and kind throughout the stay.
The hotel is definitely worth the 5 stars

Date of stay: February 2024
Trip type: Travelled on business
Thank Patrick_Trieste
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.
Debbie-Lee Cockrell, General Manager at Erinvale Estate Hotel and Spa, responded to this reviewResponded 17 April 2024

Dear Patrick_Trieste,

Thank you for sharing your recent team building experience with us. We are absolutely thrilled to read your glowing review and to know that your event with us was such a success.

We couldn't agree more about the beauty of our location (we are in awe daily) and the tranquil yet vibrant environment we offer, which allows teams to come together and Reset together.
Creating spaces that inspire relaxation, creativity, and connection is a top priority for us, and we're delighted that you and your group experienced just that.
We're especially pleased to hear that lunch received so many compliments from your entire group. Our culinary team takes great pride in preparing delicious, healthy and satisfying meals for our guests, and it's wonderful to know that their efforts were appreciated.

Your kind words about our team mean the world to us. Providing helpful and kind service is at the core of what we do, and we're thrilled that our team made your time memorable.

Thank you once again for choosing Erinvale for your team building event. We are honored to have had the opportunity to host you, and we look forward to welcoming you back for future events and stays.

Warm regards,
Debbie-Lee

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 February 2024 via mobile

This property is within 30 min of the international airport and is truly a gem. We stayed in a garden room which was simply beautiful. Each with a little patio and chairs with gorgeous view of the nearby mountains and the garden separating the reception/dining area. Rooms and property immaculate, service and staff incredible. Dinner in their restaurant was superb. Sorry we only had one night, would love to go back !

Date of stay: January 2024
Trip type: Travelled as a couple
Thank Marlene S
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.
Debbie-Lee Cockrell, General Manager at Erinvale Estate Hotel and Spa, responded to this reviewResponded 17 April 2024

Dear Marlene S,

We are humbled to receive your wonderful review of our boutique Estate. Thank you for taking the time to share your experience with us.

It's lovely to hear that you found our property to be a hidden gem, as we like to say in #HeartOfTheHelderber just a short distance from the international airport. We take great pride in our tranquil sensory surroundings and picturesque views, and we're delighted that you were able to enjoy them from your garden room's patio.

Our team works collectively to ensure that every aspect of our property is maintained to high standards, and we're delighted that you found both our rooms and property to be loved and cared for.

We're especially pleased to hear that you enjoyed your dining experience in our restaurant. Our chefs are passionate about creating memorable food journeys, and it's wonderful to know that they succeeded in delighting your taste buds.

Your kind words about our service and team truly mean the world to us. Providing exceptional service is at the heart of everything we do together, and we're thrilled that our team's efforts made your stay memorable.

We're sorry that your visit was only for one night, but we would be absolutely delighted to welcome you back for a longer stay whenever you're able to return. Please don't hesitate to reach out to us directly if you need any assistance with your future reservations.

Once again, thank you for choosing Erinvale Estate Hotel & Spa and for sharing your experience with others.

Warm regards,
Debbie-Lee

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