My husband and I stayed at the SW1 Lodge for 2 nights. What a disaster on every level!!! Firstly this establishment is DEFINATELY not 5 star. The weekend we went was freezing cold and the room's air-con/heating unit was broken, the panel heater didn't work either. We finally managed to organise wood for the fireplace in the room. Unfortunately it smoked us out most of the week-end.... They tried to charge us for it.... The bedding was not clean and we had to change the bedding ourselves!! The electricity went out which was not the establishments fault, however it added to the 'nightmare' of the weekend. I always take candles on weekends away & luckily I had a box of matches which the establishment loaned and never returned as they never had any to light the other guests candles!!!! Not a big deal but I'm just trying to make a point here! The wine glasses in the room cabinet were filthy! Their must have been a pool motor on the otherside of our bed as it hummed all night keeping us awake, the door to the room we were in had a glass inlay, so the lights from the reception area shone in all night & the noise from reception could be heard in our room!!!! We could hear guests arriving/departing. For a honeymoon suite, this is a joke. It has no privacy, the windows overlook the carpark and entrance to the establishment! The breakfast was disgusting to say the least. They stipulate items and when we arrived they were not on the table nor replenished. The bread rolls were stale and at least 2 days old and there were no croissants. On arriving home our suitcases were full of fishmoths!!!! To add the final insult to injury we were sent a bill of R600 for spa treatments telling us to pay asap when we never even had spa treatments!!!! This establishment is seriously mismanaged and very misleading from the website. The night staff/security were great & very helpful, I can't fault them. All in all a dismal excuse for a guesthouse.
Definately a room further back in the establishment near the pool.
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
I have read your review of SW1 with disappointment and great surprise. You came to us as a Daddy's Deals client and the e-mail contact prior to your arrival seemed efficient and courteous. I have met with every member of staff you did and may have come into contact with during your stay. I have also contacted other guests who were at my establishment at the same time as you and when we experienced the unavoidable lengthy power failure. Except for your complaint we had only very satisfied guests. This can also be verified by looking at our Guest Comment book for the weekend in question.
We accept full responsibility for the fact that our generator batteries were in for re-conditioning as this power failure was a regional one and not a load shedding event that we were given notice of. We were caught on the back foot with the length of the power outage and we have now taken measures to ensure our contingencies are in place.
However, it seems that whilst there is definitely room for improvement from our side, it seems that very little could be done to please you and that you were adamant to find fault with even the smallest thing. Our rooms are known to be highly superior and our amenties also. I am sorry that you were not impressed by either. Every staff member interrogated by me said that you arrived with a bad impression of SW1 and that trying to please you made them nervous as you were quite hostile.
I do not want to defend every point you make as we have taken on the chin the points that are valid but have chosen to let go of the points that are unfounded or grossly exaggerated - such as the remark you make about making your own bed. This I can categorically say is not true. Desmond was making your bed for you after you insisted that the clean linen wasn't clean enough and you told him to stop making it and that you preferred to do it yourself.
We have earned our 5 stars through the consistent application of high standards and going beyond what's expected. We have recently been re-evaluated by the Grading Council on their more stringent grading rules and we passed with flying colours. We are 5 star and we are proud of it. We kniow that we must always be on the alert to respond receptively to constructive feedback as this is how we can continually improve on our offering. But we also are aware that we cannot please everyone 100% of the time despite our commitment to try to do so.
We accept your decison not to return to SW1 and find it regretful but understandable. We wish you all the best with your future travels.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.