Pearl Valley Hotel — Hotel in Drakenstein Local Municipality

No bike rental on a resort? Though they promote this on their website with the 40km mountain bike trail and walking trail, where are these trails? You cant even take a walk between 7am and 7pm because of golf No cart service you need to walk your way through the main area each time Phone in room did not work They gave us the wrong card to our room we had to call them from the deli at 2nd attempt No one explained to us the facilities when we checked in; the receptionist was not even sure where our room was located We had booked bed and breakfast but at no time did they explain that you have a maximum of 190r per person then they charge your room! We only heard about this during our first breakfast when having orange juice eggs and a coffee that had the bill go above 190 per person.. Main pool was being serviced so unavailable on the 26th, could have done that on the 24th or 25th when there was no one at the hotel? They told us to go to the small pool next to the deli but there was 0 space there due to so many people using the facility what kind of resort closes its main restaurant on Christmas Eve? We had to dine at the deli, which was ok but not the kind of ambiance we expected food at the main restaurant was very good on our arrival

Not the kind of hotel resort we were expecting, maybe we have too high expectations because we are used to Mauritian resorts..

IN RESPONSE TO YOUR RESPONSE:

I do not recall seeing you at front desk when i checked in, the only information i reveived is the operating hours for festivities from receptionist and a request to make payment and a "mmmh i think your room is around the other pool" what other pool? Where is the other pool? to this i would suggest you look at VATEL Hospitality School to train your staff :) (free advise)

Good to know for your broken pool, weird that the small one was not broken though Here i suggest you tell your staff not to say "the pool is having its yearly maintenance today full day sorry" cause it does not match your response

The porter services were never told and the reception never replied to the phone so much that i had to go myself to the deli for my key and to the reception for a spa session that we did not get space for

My reviews: only once did I review a hotel in Mauritius, I go to about 5 of them every 2 months in Mauritius so your comment makes no sense :)

Happy that you promote a work life balance for your staff but this should not interfere with client experience, there are things called shifts that hotel usually do to ensure that!

We never saw 2 menus at the main restaurant..

Sad to see that you are frustrated by bad reviews, i just went through some! that's sad as this is a way for you to improve :/

The food was good at the main restaurant And the staff at the deli...

What a disappointing experience. Having stayed in luxury resorts around the world, I expected Pearl Valley to live up to their reputation. We booked a 5 night stay at the hotel and 3 rounds of golf, we got the most average arrival being told to park our car where we could and bring your luggage to the lounge, okay fine this is not the end of world, but wait. We played our golf and had excellent service on the course. Mostly because we only dealt with 1 person. The rest of week we were chased off the driving range by a rude ‘coach’ even though we had 3 games booked and played the day before and were playing the next day. Apparently you cannot use the range when you don’t have a tee off!? Weird when you would want to practice for your round the next morning and there is no one on the range? We were not greeted by a single staff member and completely ignored at the main restaurant. Eventually a lovely gentleman named Prince came to the rescue and turned out evening around. It didn’t last long when the next day trying to buy a coke and sandwich proved to be the equivalent of solving a rubics cube blindfolded. The staff has no clue what is happening between the 3 restaurants? They take your orders and only at the end when you embarrassingly take out cash, they tell you don’t accept it. The golf carts driving between the hotel and the main area ignored us to pick up staff members. We waited 45 minutes for breakfast (avo on toast) before our second tee off, after that round we ordered drinks and a waitress brought us a round we did not order and then proceeded to argue with me that I did order it, this is the same waitress that told me if I order food and want to pay Cash I should have the exact amount, because of course I learn all menu prices and carry the exact the change wherever I go. Needless to say I took the round because hopefully it would make the day go by faster. Staying at a hotel for 5 nights and not being allowed an access code the entire time. Signing in and out you feel like a stranger, when you have booked to be a guest. At the same time it depends who’s at the gate... so much for security. I could write for days, but if you want a pretentious filled estate with staff that don’t know what time the restaurant closes or anything else that happens in this “estate” then by all means come and sip on the wrong drink on a veranda that no one is sure what time it closes.

Not one manager seen my entire stay. Where are you? Your staff is under trained and rude! Wake up and learn about the...

This is a gorgeous property with 2 pools, tennis courts, golf course and a small bar/restaurant plus a much larger bar and restaurant area that was excellent.|The rooms were spacious and very well furnished with a large bathroom and a bath with separate walk-in shower.|A large balcony with lovely views was also fabulous. Overall, it was lovely, although we were perplexed why there was a full kitchen range and appliances but we were given a letter on arrival saying that none of this was working? It didn't affect us as we didn't intend to cook but it may affect others?|The complex has access gate security and that's a bit of a pain to navigate each time you enter, where most places after the initial checks prior to check-in will let you through simply by showing your room key, here each time you re-enter you have to go through the whole process again. Irritating when you're on holiday and want to get on with your day.|Another irritation was for some reason getting pool towels here was ridiculously difficult.|On our first day, after unpacking etc we wanted to swim and unwind , we went to the smaller pool which was close to our room and asked for pool towels and were told they'd run out but he'd ask for some more....they never came. |Day 2 at the larger pool, asked for towels and were told that they don't have them there, we have to get them from reception. So we go back over there, to be told they don't have any either! Gentleman on reception makes a call and 10 minutes later someone turned up with 2 towels. (What about the next guests?)|It seems a hotel this big and this nice could easily sort this out? Are they really concerned that guests staying in this calibre of hotel are going to steal some cheap towels?|Overall though this is a lovely hotel, with great facilities and a nice restaurant and bar set up and we would both return...