Hemel op Aarde Villa — Hotel in Bergrivier Local Municipality

The property is beautiful. As advertised. However, our experience was ruined by the House Manager. We were promted to check in at 16:00, instead of 15:00 as per our booking. When we arrived at 15:15 to drop our bags and get our food in the fridge, Mariette made it very clear that she meant 16:00. I was later contacted to put the bin outside the property as the previous occupants had fish and the cleaners forgot to put the bin out. I would have been ok with this, mistakes happen. But then, when we went downstairs at 09:30 the morning of checking out, the cleaners already let themselves in without our knowledge or approval. We were utterly surprised and taken by surprise. Our valuables were downstairs. And we would have rounded that up before check out at 10:00. When I contacted Mariette, she told me that if we plan to be out by 10:00, like all other guests, there would be no "backchat" about the cleaners starting in the kitchen. I was floored at the fact that I was treated like a child and reprimanded for questioning why entry to the house was granted without our prior knowledge or approval. Mariette did send me a voicenote the previous night asking for early access, but as I was attending a wedding, I never listened to, nor agreed to her request. We discovered R900 missing from my friends handbag. I also enquired about air-conditioning or fans ahead of our arrival. I was told no and I'm only visiting for 2 days, it won't be that bad. The lack of finesse and customer service was mind-boggling. I had visitors from abroad that had the most amazing holiday, except for the experience at Hemel op Aarde. I would suggest giving this place a skip if you value being treated like an adult, appreciate customer service, and long for safety...

We had a fantastic stay as the house truly lives up to its name. The house is kitted with just about everything you could possibly need. The beds are comfortable, and most rooms have an incredible view. A short stroll to the pristine beach, a definite favourite for the kids, makes this location pretty hard to beat! The wifi speed was great - we were able to work remotely, while the kids enjoyed a bit of Netflix. Marriete, the house manager was a delight and just a phone call away if needed. Looking forward to our next...

Look I dont give 5stars likely but this place definitely deserves it. A beautiful sea facing house with enough room to cater for 3 families. Mariette, the house manager is always there to help if something goes wrong and instructions all over the house makes your stay a breeze. This is truly as the name says, heaven on earth and one of the most magical moments of my life. Thank you Hemel op...