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“Service APPALLING!!!”

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Sandals Guest House
Certificate of Excellence
London, United Kingdom
Level Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
“Service APPALLING!!!”
Reviewed July 17, 2013

When we arrived we were told that we would have to let ourselves in after 7. This didn't affect us but put us off a bit. The woman that served us and showed us to our room was aggressive and didn't seem to care much. When we asked her if there was any restaurants nearby to eat at, she vaguely pointed out a place by the harbour. It took us an hour to find it.

Not very good at all.

  • Stayed April 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Tom D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hieta, Owner at Sandals Guest House, responded to this review, July 26, 2013
This is a most upsetting review of "service received" when you checked in. My Manageress Heather who checked in everyone that Sunday afternoon, remembers so well all 3 families we had at the time of your stay. Two of the families have written fantastic reviews, especially mentioning Heather's name (as well as Tapiwa my second manager) and not only complimentary of the SERVICE RECEIVED! The standard of breakfasts, room facilities and cleanliness are all highlighted. Heather is a young lady with impeccable manners, huge generous character and smile and very "giving" of her time. To call her "aggressive" is quite unbelievable to me and all who know her well in our village, and all who have met her over the years she has worked not only for Sandals, but in other establishments as well.

The way to the St Francis Port is 3.5 kms and and once in the car park...there are 2 restaurants in front of the water. I am totally baffled as to how this took over an hour of your time...but can imagine how irate you obviously got with this waste of time. I am really sorry about this. Is the lack of service directly proportional to cleanliness and some of the other areas you have been so negative about as well?

Sandals GH received the 2013 Service of Excellence Award for 2013, after having won it in 2012 as well. Only 10% of properties WORLDWIDE receive this....and we are very proud. A team effort from all my staff has ensured our standard of high service. Very few in Eastern Cape SA have this at all, let alone 2 years in a row.

Again, sorry that service on your arrival was not at all as you expected or as you say, and that our roads and sigange caused such huge delays.
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281 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
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  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (39)
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English first
Cape Town Central, South Africa
Level Contributor
50 reviews
37 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
Reviewed June 24, 2013

If it is good enough for David Cameron (British PM) and Bruce Brown (director of Endless Summer 1 & 2), then it is clearly the place to be in St Francis Bay. Set in lush, wonderfully maintained gardens, Sandals is sheer visual paradise and warm hospitality at its best. When you are not relaxing in the comfortable rooms, you can enjoy the swimming pool or nearby beach. The town, or more like village, is just the right size to maintain a friendly feel while still having enough to do and explore. And believe me there is plenty to do in the area...that is a whole other review.
Highly recommended!

  • Stayed June 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
4 Thank theEXPEDITIONproject
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sandadmin, Owner at Sandals Guest House, responded to this review, August 13, 2013
Was so wonderful to have you visit our small town and see all the fantastic uplifting projects being run here. Thanks for your lovely comments on Sandals hospitality, gardens and of course our beautiful village and surroundings. We hope to host you again one day soon.
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Benoni, Gauteng, South Africa
2 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed June 18, 2013

I must thank Tess and Ryz very much for allowing me to have the privilege of staying at there guesthouse everytime i come down to St Francis Bay for business. The house is relaxing and well maintained and has very friendly helpful staff. I have a dietary problem and Tess has gone out her way to make me comfortable when i eat there. I recommend anyone whi goes down to St Francis Bay to stay and enjoy this wonderful guesthouse which is also approximately 150 metres from the sea.
Thank you Tess and Ryz

  • Stayed April 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank EquestGary
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sandadmin, Owner at Sandals Guest House, responded to this review, August 13, 2013
It is always our pleasure. Happy to hear you are comfortable and love returning to us in St Francis Bay! We really appreciate the good feedback. Come back soon.
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George South Africa
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed June 12, 2013

What a pleasure it it to stay at Sandals and be served by their wonderful friendly staff .in such tranquil surroundings
Juanita's Karroo Omelettes are not to be missed nor are Heather and Taps friendly smiling faces . They really are a credit to Vanessa and Ryszard
.
We thoroughly enjoyed evry minute of our two day stay at Sandals and could have stayed on o for much longer if time had allowedit

Room Tip: All rooms very good especially those overlooking the garden in the new extension
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  • Stayed June 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank eckhard M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sandadmin, Owner at Sandals Guest House, responded to this review, August 13, 2013
We have served 1000's of "Karoo Omelette specials all summer long. Was a new omelette of special fillings which I "designed" and I am thrilled with how many of our guests have loved it! As you stated - "Heather and Taps friendly smiling faces are a credit" to us - we could not be operating at such a high level and winning the Tripadvisor awards without my excellent staff. I am blessed to have them as part of our team at Sandals GH. Again, thank you for the lovely review.
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Port Alfred
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed June 4, 2013

Thank you for a wonderful stay. We were made to feel very special and welcome. The rooms were extremely comfortable and the attention to detail was exceptional. The staff were very accommodating, pleasant and friendly and the meals exceptional. Nothing but praise- thank you.

  • Stayed June 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Jan911PortAlfred
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ireland
Level Contributor
18 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
Reviewed May 30, 2013

We had a wonderful stay here her during our trip through South Africa. The rooms were clean, bright and spacious. The staff where very nice and helpful. Breakfast was tasty & my gluten free requirements were met. Would stay here again :)

  • Stayed May 2013, traveled as a couple
    • Value
    • Location
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    • Cleanliness
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Helpful?
4 Thank Mimi809
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Virginia Water, United Kingdom
Level Contributor
51 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
Reviewed April 29, 2013

We had a wonderful stay at Sandals! The owners and staff were extremely efficient and friendly and made us very welcome. Our bedroom and bathroom were both beautifully appointed and spacious. Breakfast was great! Sandals Guest House is in a perfect position; a five minute stroll to both the beach and the village centre. Easy parking.
Lovely gardens surrounding the pool and deck area: A very tropical feel. It's a fabulous place! St Francis Bay is amazing. Thank you for a very special few days!

  • Stayed April 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank krommerider
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
sandadmin, Owner at Sandals Guest House, responded to this review, April 30, 2013
We are so pleased you enjoyed your stay with us and found Sandals GH to have a "perfect position" for St Francis Bay exploration! We are so close to the beach and some lovely restaurants are a short safe stroll away. "Paradise in the Eastern Cape" - you said it and we totally agree with you! Come back one day soon to our little piece of paradise.
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Additional Information about Sandals Guest House

Property: Sandals Guest House
Address: 4 Napier Road | St Francis Bay, Saint Francis Bay 6312, South Africa
Location: South Africa > Eastern Cape > Saint Francis Bay
Amenities:
Bar / Lounge Beach Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Suites Swimming Pool Airport Transportation
Hotel Style:
Ranked #4 of 17 B&Bs / Inns in Saint Francis Bay
Price Range (Based on Average Rates): $
Hotel Class:4 star — Sandals Guest House 4*
Number of rooms: 10
Official Description (provided by the hotel):
Perfectly positioned 150 metres from main beach, Sandals Boutique Guesthouse offers its guests a unique and international blend of superb hospitality, cuisine and service. The beauty, tranquillity and friendly hospitality of Sandals will ensure you have a chance to relax and enjoy the "laid-back" luxury which Sandals Guest House provides. Sensational surf, pristine beaches, rugged coastline & indigenous fynbos create a perfect setting for relaxation & play in St Francis Bay! Within walking distance or a few minute’s drive away are fabulous restaurants, quaint village shops, Port St Francis, nature walks, Jack Nicklaus award-winning St Francis Links & our local St Francis Bay Golf Club! No holiday in South Africa is complete without experiencing our warmth, friendliness and personal service at Sandals, St Francis Bay.We will ensure you leave relaxed, rejuvenated and determined to return again soon! ... more   less 
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