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“TERRIBLE Service!!”

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Lanzerac Hotel & Spa
Ranked #1 of 16 Hotels in Stellenbosch
Certificate of Excellence
elgastador
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
“TERRIBLE Service!!”
Reviewed June 30, 2008

Where do I start?! After a frosty check-in, we received a call in the room about 1/2 hour later asking us to reutrn to the reception area.

We then learned that the valet never parked our car and it was subsequently hit by a truck trying to pass by! The driver was working for the hotel as a contractor on something and was in a rush. Getting the point, the hotel did nothing for us with this - no apology, no admission of partial responsibility - nothing. they even left us with a repair bill of over 200 GBP to sort out ourselves.

While the grounds are beautiful, the customer service at Lanzerac is extremely poor, especially given the prices they charge.

My wife and I expected a whole lot more on our honeymoon then to be left dealing with car accidents and fighting over repair bills.
Don't stay here! Try the Quartier Francais in Franschoek/ instead!
Much better value and customer service!!

London, UK

  • Disliked — the Staff!
  • Stayed October 2007, traveled as a couple
    • Value
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
Helpful?
5 Thank elgastador
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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628 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (89)
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South Africa
Level Contributor
2 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed June 23, 2008

The highlight of this hotel for me was the spa! We arrived on a rainy weekend and so spent a lot of the time there. The heated pool & jacuzzi area was nicely done with private rattan dividers. The spa rooms were comfortable and had a nice delicious smelling ambiance. There were extra touches like having your feet soaked in warm geranium bathsalts before a massage.

The winetasting here is average. There are wine tasting experiences far nicer in typical Cape Dutch venues along the route. The tasting room is small and modern without much atmosphere but the bonus was that a complimentary tasting of 5 different wines came with our accommodation.

Rooms were adequate, bathroom was especially lovely with granite finishes and are newly renovated. Rooms open onto a courtyard patio and some also include patios that look onto the vineyards.

  • Stayed June 2008
    • Value
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank overoceans
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Zurich, Switzerland
Level Contributor
144 reviews
141 hotel reviews
common_n_hotel_reviews_1bd8 237 helpful votes
Reviewed April 17, 2008

The grounds are beautiful here.... and being a spa and wine fan, I appreciated being able to find one location to accomodate both of my vices.

The best part of the restaurant was the wine (I agree, the Pinotage was great). I ordered a dish which was suppose to come with somd kind of a chutny sauce. It arrived dry, and when I asked the server about it, she looked at me like I was crazy. She went to ask the chef, and she came back to tell me "the chef made the sauce, and it was bad, so he decided not to serve it." What a strange comment! She offered another sauce (only after my prompting... she first offered to bring "more rice" as a side.)

The spa was average. We did the spafari... a dual massge in the vinyard under the willow tree. Nice until the neighbors decided to weed wack and their dog went crazy. (neither the fault really of hotel.)

The hotel front desk was very helpful at making alternative suggestions for dinner.... but it was strange as each night (we stayed 3 nights) they called us to see if we would be joining them for dinner. I've never had that happen... seemed unusual and a bit intrusive. Especially since we didn't care for food, AND the front desk had already made us dinner reservations elsewhere.

Stayed March 2008
Helpful?
1 Thank Service_Sommelier
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
England
Level Contributor
69 reviews
53 hotel reviews
common_n_hotel_reviews_1bd8 98 helpful votes
Reviewed February 29, 2008

Beautiful old buildings and nice bedrooms, but a few niggles slightly spoilt our stay.
We arrived on at 1.00 pm on a damp Sunday to find that the spa and indoor pool were about to close for the afternoon.The weather on the following day was better so we could use one of the numerous outdoor pools.For dinner we wanted a light meal rather than the full restaurant menu.That was fine except that they would not serve it on the lovely terrace, as they did not want to encourage others to eat there.Eating in the bar would have been fine except that all the tables were reserved, so we ended up eating on the terrace outside our room.However the food was good and the Lanzerac PInotage is the best that we found.
We had to leave at 5.00 am the next morning to catch a flight.Early morning room service breakfast was not good.Even worse was the person on reception who tried to charge us for a trip which we hadn't been on, and refused to accept that they had made a mistake!

  • Liked — Beautiful old buildings
  • Disliked — Some of the staff
  • Stayed February 2008, traveled as a couple
    • Value
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank M.R.Carr
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ashby de la Zouch, Leics
Level Contributor
35 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed January 1, 2008

The Lanzerac is an old Dutch style manor house built in 1830., set in perfectly manicured gardens where there are surrounding bungalows. i stayed in one of the bungalows which was large and well appointed with a large bathroom.
There is a main restaurant and a terrace restaurant both serving excellent meals, ranging from bar style snacks to 3 and 4 course meals. The service was friendly and efficient with at times a surplus of waiters!
The spa is quite small but comfortable, with a pool, jacuzzi and splash pool, this is undercover with sliding doors which open onto the garden and mountain views.
I took advantage of the treatments and had a massage and reflexology, the massage was the best I have ever had and never having reflexology before I had nothing to compare it with.
The Lanzerac make their own wines and have a shop and wine tasting room in the grounds.
The Lanzerac is a good walk outside Stellenbosch so a car would be adviseable, but taxis are always available.

  • Liked — The views and gardens
  • Disliked — Internet service slow but being upgraded
  • Stayed November 2007
    • Value
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
Helpful?
Thank Fran002
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Midlands
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed December 19, 2007

I must disagree with those reviewers who say that the Lanzaerac has great food - it is truly awful.

We stayed at the Lanzerac for 3 nights in their Royal Pool Suite in early Dec. I must admit that the room was fantastic; it had just been redecorated, was very large and had a nice private pool and courtyard. There were a few teething problems with the room though; there was no safe installed and the fridge stopped working. However, a call to maintenance fixed them promptly.

The worst thing was the restaurant which is classed as "fine dining". It is not. Many holiday brochures say that the Lanzerac has two restaurants. Its does not - it has one with multiple seating areas. So no matter whether you sit on the terrace on in the main dining room, the food is the same.

Firstly, presentation. The place mats were all chipped and damaged, glasses scratched and cutlery old. Not a good first impression for a so called fine dining establishment.

But the worst by far was the food. Some examples of how inept it was: the blue fin tuna sashimi came out as tasteless tuna carpaccio; the scallops were cooked so much they were like rubber and were drowned in masses of green gloop; and my wife's champagne and lemon jelly came out bright green !! (Obviously the chef had a lot of green food colouring that he needed to get rid of !) Anyway, it is a truly dreadful place. This was compounded by staff who whilst helpful where generally useless with misread orders and slow service.

So don't eat there at all. We were terribly disappointed as we had stayed in Cape Town a couple of years before and had great food at the Cape Grace and at various places on the V&A Waterfront.

After the Lanzerac we moved to Plettenberg and to the fabulous Plettenberg Bay Hotel. This has fantastic food and is well worth a visit.

My tip for the future: if you like good food then avoid hotels without the Relais et Chateau award - you will only be disappointed. As for the Lanzerac – you can do much, much better. Avoid.

Odie, UK

  • Liked — Great Suite
  • Disliked — Bathroom door wouldn't shut
  • Stayed December 2007, traveled as a couple
    • Value
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
Helpful?
Thank odie99
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
wargrave
Level Contributor
148 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 90 helpful votes
Reviewed November 30, 2007

Set in the most beautiful surroundings the Lanzerac offered first class service with really friendly staff. We had a classic room which was superb. Food and resturant top class only small moan was the pipe music played during breakfast and dinner, so eat weather permitting on the outside terrace.

  • Liked — setting and buildings
  • Disliked — pipe music
  • Stayed November 2007, traveled as a couple
    • Value
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
Helpful?
Thank inclineski
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Lanzerac Hotel & Spa

Property: Lanzerac Hotel & Spa
Address: No. 1 Lanzerac Street | PO Box 4, Stellenbosch 7600, South Africa
Location: South Africa > Western Cape > Stellenbosch
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Luxury Hotel in Stellenbosch
#1 Spa Hotel in Stellenbosch
#4 Business Hotel in Stellenbosch
#5 Romantic Hotel in Stellenbosch
#7 Family Hotel in Stellenbosch
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — Lanzerac Hotel & Spa 5*
Number of rooms: 48
Official Description (provided by the hotel):
Set in the heart of a 155ha working wine estate, on the outskirts of picturesque Stellenbosch, the historic 300-year-old Lanzerac Hotel & Spa is the perfect base from which to explore SA’s most famous winelands. With just 48 luxurious bedrooms, this 180-year-old Manor House exudes an air of intimacy and provides the ultimate in personalized service.The hotel’s fine-dining restaurant with several different dining areas offers guests a wide choice of culinary styles. Guests end their evenings over coffees, liqueurs, cognacs and cigars enjoyed either in the trendy Esquire Whiskey & Cigar Bar or in the elegant Craven Lounge with its genuine antiques and authentic Cape Dutch architecture. Whilst the historic Manor House provides an ideal venue for private in-or-outdoor conferences and functions, the picturesque setting of the Manor Lawns offers the perfect opportunity for exclusive outdoor events and lavish weddings. Leisure activities include swimming in one of the hotel’s 3 outdoor pools, golfing, hiking and mountain biking, wine tasting and cellar tours. Treatments at the world-class Lanzerac Spa & Wellness Center take place against a stunning backdrop of mountains and vineyards, ensuring you leave feeling relaxed and rejuvenated. The spa has recently added the revolutionary “Dr.Fish” Therapy to its repertoire, where tiny fish are utilized to exfoliate the skin and give it a micro-massage. Come and experience true South African heritage, first-class service and luxury, superior pampering and wellness! We’ve been preparing for your arrival for over 300 years! ... more   less 
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Also Known As:
Lanzerac Manor And Winery Hotel Stellenbosch
Lanzerac Manor And Winery Stellenbosch

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