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“Disappointing customer service during the booking process” 1 of 5 bubbles
Review of Chelaya Country Lodge

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Chelaya Country Lodge
Certificate of Excellence
Barcelona, Spain
Level Contributor
47 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
“Disappointing customer service during the booking process”
1 of 5 bubbles Reviewed March 20, 2014

Very disappointing customer service from this guesthouse during the booking process. We booked one cottage for several nights and we received the confirmation that they will reserve the room.. Although we explained the reason why we would not be able to pay on-line because our credit card was fraud once using on-line payment, the owner demonstrated a huge lack of flexibility and understanding of our concern. Furthermore, for customers coming from abroad bank transfer encounters transitional costs and therefore having to pay an mount to confirm the booking and then the balance few weeks prior the arrival is a lack of efficiency and more costly for the customer.

We came to them with a proposal to secure the cottage and to our surprise, instead of being honest with us, they informed us by e-mail that the cottage was given to another customer. This way of acting shows a lack of customer understanding, lack of flexibility and lack of trust. It is the first Guesthouse in South Africa who acts in a such non-professional manner. For these reason, I would not recommend contacting them.

Room Tip: We did not stay in this guesthouse because they gave the confirmed booking to another guest.
See more room tips
  • Stayed March 2014, traveled as a couple
    • 1 of 5 bubbles
      Service
Helpful?
2 Thank SYR81
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HatSW, Owner at Chelaya Country Lodge, responded to this review, March 26, 2014
I was deeply shocked when I read your review as it has tainted our thus far 100% excellency rating!
Firstly I apologise unconditionally for the fact that you were so badly treated; I have investigated the matter and agree that it could be handled better by our admin department.
Unfortunately we did not, at the time of your enquiry, have the facility to process a credit card payment on your behalf and this was not properly explained to you.
The only way to confirm your booking would have been either per credit card through our secure, on line booking system or with an electronic transfer.
We do have a VERY strict policy of 'no confirmation without deposit' due to the fact that we have in the past been badly 'burnt' with confirming bookings without deposits.
I believe it was explained (perhaps not clearly enough) that until we had received a deposit the room would remain available on line.
Either way we take complete responsiblity for the manner in which this enquiry was handled and extend our sincerest regrets.
I am sure that you will thoroughly enjoy your holiday in South Africa and are very sad that we will not be a part of it.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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70 reviews from our community

Traveler rating
    55
    9
    4
    0
    2
See reviews for
32
17
5
4
Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    5 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (16)
Date | Rating
  • Dutch first
  • English first
  • German first
  • Swedish first
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English first
Zurich, Switzerland
Level Contributor
11 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
5 of 5 bubbles Reviewed March 14, 2014

Set in lucious gardens, this is a quiet little oasis, just 30 minutes from Cape Town. We found it to be a perfect location, easy to reach all the main touristic goals, yet far enough away from the busy city hum-drum. Breakfasts are delicious, and rooms cozy and comfortable.

  • Stayed February 2014, traveled with family
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Sharon W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sydney, New South Wales, Australia
Level Contributor
3 reviews
3 hotel reviews
5 of 5 bubbles Reviewed January 13, 2014

I chose Chelaya Country Lodge for our family reunion primarily because we needed a venue that could accommodate 30+ people for 2 weeks, and I'm very glad that I did choose Chelaya! Being in Australia, all arrangements were made via email but from the beginning the exchanges inspired confidence and made for a very satisfying customer experience. Once we arrived at Chelaya it was even more evident that this was the perfect venue for us. Our big family Christmas Day, our whopping New Years Party and all the other events we celebrated during our reunion were made more special by the beautiful surroundings, the proximity to the Cape's attractions and the welcoming atmosphere created by the attentive owners and staff. I highly recommend this venue.

Wilma Hewitson

  • Stayed December 2013, traveled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Wilma H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
1 review
5 of 5 bubbles Reviewed January 4, 2014 via mobile

Wow.. absolutely awesome time spent here. Super friendly and efficient staff. Breathtsking views and atmosphere. Was The most wonderful time spent with long last seen family. Easy access to shopping centres and to the Strand beach. .

Stayed December 2013, traveled with family
Helpful?
Thank NA N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Westville, South Africa
Level Contributor
9 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
5 of 5 bubbles Reviewed January 4, 2014

From the moment we arrived at Chelaya we have felt so at home in the relaxing atmosphere. We were a very large group attending a family reunion, taking up the homestead and cottages. We also made use of the car hire facility and were collected from and taken back to the airport as part of the service. We could not have asked for a better place to get the family together from all over the country as well as Australia, where my sister treated us all to the best holiday ever. We were very sad to leave but I am sure that we will make use of this venue again some time in the future, it was so worth it! Thanks Harriet, Mike and Wicus for all you have done to make this holiday so special.

  • Stayed December 2013, traveled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Ronel B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HatSW, Owner at Chelaya Country Lodge, responded to this review, January 8, 2014
We so enjoyed hosting this fantastic family reunion over the two weeks you were at our lodge. It was a privilige to share your enjoyment from the side lines and very much hope that we will be able to welcome you all again one day soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Antwerp, Belgium
Level Contributor
8 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed December 25, 2013 via mobile

We stayed here for 1 week, we where the only on the premises so we had free use of the pool. The staff was super friendly with a super hospitality, we felt wright at home. What was really necessary because we drove 600 km that day too start our vacation.
The cottage was really nice and cosy and super clean. Housekeeping visited every day. It was a super holiday definitely coming back

Stayed December 2013, traveled as a couple
Helpful?
Thank miro38677
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reading, United Kingdom
Level Contributor
6 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed November 6, 2013 via mobile

We were impressed with the standard of accomodation. The decor was luxurious and a good use of the space. Our patio area felt very secluded and a great spot to eat breakfast from. If we had children with us I would have been concerned about them using the twin room upstairs as the stairs were quite open and there wasn't a barrier at the top of the stairs.

  • Stayed October 2013
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Katherine K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HatSW, Owner at Chelaya Country Lodge, responded to this review, November 10, 2013
Thank you for this great review and we are thrilled you enjoyed the Garden Cottage so much. With regard to your comment about the stairs; you are right and it is for this reason we prefer families with young children to use one of the other 3 self catering options available at Chelaya. Looking forward to welcoming you here again one day. Harriet
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Chelaya Country Lodge

Property: Chelaya Country Lodge
Address: Mondeor Road, Somerset West, South Africa
Phone Number:
Location: South Africa > Western Cape > Cape Town > Somerset West
Amenities:
Bar / Lounge Free Parking Kitchenette Suites Swimming Pool Airport Transportation
Hotel Style:
Ranked #3 of 27 Specialty Lodging in Somerset West
Price Range (Based on Average Rates): $
Hotel Class:3.5 star — Chelaya Country Lodge 3.5*
Number of rooms: 12
Official Description (provided by the hotel):
Chelaya Country Lodge offers 4 hectares of park like grounds with the 4 bedroom Homestead, 2 three-bedroom cottages, 5 two-bedroom cottages and 4 corporate or bed-only rooms. Chelaya offers only self-catering and bed only options, has a full time duty manager, the units are serviced daily. The grounds are filled with old trees, squirrels, ducks and chickens with the resident dog and cat always friendly. There is a lot of open water so be warned with young children; ask for a cottage that is protected. Two swimming pools and huge sun decks offer ideal sun-downer spots and each cottage is equipped with its own braai, kitchens, verandahs and in most cases wifi. The Khaya is a common area offering laundry facilities, DSTV, DVD and wifi. Chelaya is situated within easy access of all Cape Town attractions, many world class golf courses and all the major wine routes. We can arrange car hire facilities and various guided tours if required. ... more   less 
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Also Known As:
Chelaya Country Lodge Somerset West, South Africa - Cape Town

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