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“Poor service and badly managed”

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African Pride Mount Grace Country House & Spa
Ranked #3 of 7 Hotels in Magaliesburg
Certificate of Excellence
Johannesburg, South Africa
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
“Poor service and badly managed”
Reviewed October 19, 2013

Appalling management who have a bad attitude to service. What once was a gracious and stately hotel is now a conferencing mill. While staff tried hard management was missing and when they did surface had a terrible attitude. Very disappointed which is sad as the hotel does have good facilities and a lovely setting. Some customer service training wouldn't go amiss. Oh, and if you are thinking of conferencing here do make sure you check the bar bills very closely. ..

  • Stayed October 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank DeborahFerris
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotel_Management2010, Guest Relations Manager at African Pride Mount Grace Country House & Spa, responded to this review, October 23, 2013
Dear DeborahFerris,

Thank you for taking the time to provide us with your feedback on your recent stay with us.

It is very disappointing to read such comments regarding service especially from management as this is certainly not the Mount Grace standard.

We will be contacting you directly to further discuss the service glitches experienced.

Our sincere apologies for any inconvenience caused.

Yours in Hospitality

Bosele Mogamisi

Guest Relations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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660 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 (204)
Date | Rating
  • English first
  • French first
  • German first
  • Spanish first
  • Any
English first
Cape Town
Level Contributor
24 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed October 18, 2013

Fabulous spa. Really best I've ever been to. Outdoors, so no pokey rooms with people staring. Set in amongst rock pools. Very friendly staff and therapists.
Rooms are nice and spacious. Ask for one high up and you'll have a better view and maybe your own pool.
We had conference buffet type food, which was fine. Nothing terrible, but nothing great.
Only negative was I found generally people working on the grounds (ie in amongst the chalets), in the restaurant and the bar were not very friendly at all. One hardly received a greeting, never mind anything else.

Room Tip: High up as possible!
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  • Stayed October 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank botsSA
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotel_Management2010, Guest Relations Manager at African Pride Mount Grace Country House & Spa, responded to this review, October 23, 2013
Dear pandbSouthAfrica,

Greetings from the idyllic Magaliesburg mountains.

We are extremely honoured to hear that you found our spa to be fabulous and the best that you have ever been to. Your kind recommendations of our facilities are much appreciated.

You can imagine that we are disappointed to hear that our restaurant and bar staff were unfriendly.We have shared your comments with them and reiterated the importance of giving a "smile" or a " greeting" to our Guests as this is part of making their stay a warm and a memorable one.

We look forward to welcoming you back in the near future.

Yours in Hospitality.

Bosele Mogamisi

Guest Relations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
6 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed October 8, 2013

Was there for a conference. The place was very good and the amenities was fantastic. Its a treat for anyone interested in nature and adventure.

At the conference, the rooms were fine. The only recommendation would be to replenish the water supply after each breaks.

Room Tip: Most of the rooms are thatched with a veranda. Personally, I am not a person who favours sleeping un...
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  • Stayed October 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Rajesh N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotel_Management2010, Guest Relations Manager at African Pride Mount Grace Country House & Spa, responded to this review, October 15, 2013
Dear "Rajesh N",

Great recommendations! Thank you for sharing your positive experience with your fellow TripAdvisor users.

We are thrilled to hear we have been able to make your conference a success and appreciate your feedback on he facilities on offer and the surroundings of the hotel. With regards to your preference for rooms that do not have a thatched roof, we have several room types that are not, so next time you stay with us make sure you indicate this preference to our reservation team and we will be able to accommodate the request.

We look forward to welcoming you back soon!

Warm regards,


Bosele Mogamisi - Guest Relations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Franschhoek, South Africa
Level Contributor
11 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed October 4, 2013

With the kids packed off to my brother for 10 days, my wife and I decided to head off for a romantic 2 days at Mount Grace.
Unfortunately Mount Grace has become a Conference Center, I think there were 3 different conferences in the 2 nights we were booked in. The first day we couldn't use the Spa, as it was reserved for a conference as well as the main Restaurant which was also booked out, so room service it was.
The service overall was very slow, 30-40 minutes to get a glass of wine and food.
The second day was better as we got into the restaurant and the spa, both of which were excellent.
We did spend the day around the pool, although it was being fertilized, but thankfully the manager came and put a stop to it before we had to leave.
Whilst we were planning on leaving late on our final day we were greeted by the testing of the sound system, on full ball, at 8:30am on the front lawn that was in the process of being turned into a Financial Services bazaar with tents and banners etc that made lying by the pool uncomfortable, prompting us to leave early.
Breakfast was in the buffet restaurant that was packed with conference groups and sounded more like a tourist hotel on Times Square New York.
All in all the staff were very pleasant and understood our assessment when they asked at check out, but we won't be heading there for a quiet getaway in future.

Room Tip: Don't go during the week.
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  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Kevin S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotel_Management2010, Guest Relations Manager at African Pride Mount Grace Country House & Spa, responded to this review, October 5, 2013
Dear Kevin S,

Thank you for taking the time and effort to provide us with your feedback on your recent stay with us. I am concerned to read your review on your disappointing stay.

We will contact you directly to further discuss this in detail.

Once again, thank you for bringing this to our attention.

Yours in Hospitality,

Bosele Mogamisi-Guest Relations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Johannesburg
Level Contributor
7 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed September 29, 2013 via mobile

Thank you very much to everyone who made this years Brait and Nedbank Grace to Grace event so special. Everything was excellent, food was great and the event was very well organized. We also enjoyed two spa treatments, a must if in the area. Thank you to all. Will definitely return...... Best hotel in the area!

Stayed September 2013, traveled with family
Helpful?
Thank leonmeyer
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotel_Management2010, Guest Relations Manager at African Pride Mount Grace Country House & Spa, responded to this review, October 2, 2013
Dear "leonmeyer",

Brilliant feedback which we will celebrate with all of my fellow team members!

We are very pleased to hear we have been able to create yet another successful Grace to Grace cycle event at our beloved Mount Grace Country House.

We can't wait to welcoming you and your partner back again soon.

Warm regards,

Bosele Mogamisi - Guest Relations Manager
Mount Grace Country House and Spa
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Johannesburg, South Africa
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed September 26, 2013

I found Mount Grace on tripadvisor.com and went there based on the ratings purely from previous guests. I booked a luxury room for my wife and I, plus a superior room for my sister.
The staff were polite and professional. Rooms were modern and their interior decorating team did an excellent job. Food at Twist was very good. Room service in the superior room was good however the room service for our luxury room took over an hour and the food was cold, missing my side order of vegetables and no straws for milkshakes. Also cleaning in bathrooms could be better, finished toilet paper rolls from previous guests left behind the bathroom door!
Overall it was a pleasant experience and the spa had good facilities so I would definitely recommend them to other guests searching now on tripadvisor.com

  • Stayed September 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Nicky H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotel_Management2010, Guest Relations Manager at African Pride Mount Grace Country House & Spa, responded to this review, October 2, 2013
Dear "Nicky H",

Its great to hear that you have been able to find us on TripAdvisor and were convinced to try our beautiful country house based on your fellow TripAdvisor reviewers.

Thank you for the kind recommendations of our facilities and the service received by our team members. We apologies for the minor hick ups while ordering room service and the lapses in our housekeeping services. We appreciate the fact you have taken the time to point out these areas of improvement.

See you back again soon.

Warm regards,

Bosele Mogamisi - Guest Relations Manager
Mount Grace Country House and Spa
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Johannesburg, South Africa
2 reviews
Reviewed September 25, 2013

i unfortunately only booked one night at this super amazing establishment .
from checkin to every attention to detail .
your service is par excellence ,the facilities are totallyu awesome .
its a wonderful place to visit ,i certainly cant wait to go back and stay for longer

Room Tip: we stayed in the superior room ,would love the Villa but was a lil pricey money well spent
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  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank tima786
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotel_Management2010, Guest Relations Manager at African Pride Mount Grace Country House & Spa, responded to this review, October 2, 2013
Dear "tima786",

We are thrilled to hear we have been able to great another memorable experience, albeit only for one night. We thank you for choosing to stay at our beloved hotel and we look forward to welcoming you back again soon.

Warm regards,

Bosele Mogamisi - Guest Relations Manager
Mount Grace Country House and Spa
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about African Pride Mount Grace Country House & Spa

Property: African Pride Mount Grace Country House & Spa
Address: Old Rustenburg Rd | Private bag 5004, Magaliesburg 1791, South Africa
Phone Number:
Location: South Africa > Gauteng > Greater Johannesburg > Magaliesburg
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #3 of 7 Hotels in Magaliesburg
Price Range (Based on Average Rates): $$
Hotel Class:5 star — African Pride Mount Grace Country House & Spa 5*
Number of rooms: 121
Official Description (provided by the hotel):
Just one hour's drive from Johannesburg or Pretoria, the exclusive famed African Pride Mount Grace Country House & Spa is a timeless gem where luxury and peace are in abundance. Oozing old world charm but boasting modern opulence, Mount Grace Country House & Spa is the perfect retreat for team building, conferences and relaxed weekend getaways away from the hustle and bustle of city life. The picturesque country house started life as a private residence and farmhouse and has hosted a number of dignitaries and A-list visitors over the years. Located on a hillside with unspoilt views of the valley and boasting some ten acres of manicured gardens as well as pristine bushveld, the sprawling property is a balm for the city weary soul. Take a leisurely drive along country roads or land in a helicopter. While at the Mount Grace indulge in good food, fine wines and relaxing spa treatments in the award winning Mount Grace Spa. The African Pride Mount Grace Country House & Spa TEAM prides itself on creating a home away from home for all our GUESTS, where time stands still, allowing you to enjoy that rare opportunity of complete relaxation. ... more   less 
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Also Known As:
Mount Grace Country House Hotel Magaliesburg
Mount Grace Country House And Spa
Mount Grace Country Hotel
Mount Grace Country Magaliesburg

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