Marine Square Luxury Holiday Suites — Hotel in Overstrand Local Municipality

We stayed here in November 2018 and the accommodation was excellent. We booked a return trip along the Garden Route this September with relatives and wanted to stay again at Marine Square. We booked in January 2020 and paid a 50% deposit, which was subject to a 25% forfeit of deposit if cancelled more than 28 days prior to arrival. Due to Coronavirus we made the hard decision in April to cancel the trip and I emailed all of the places we were due to stay during our trip on 12 May. I advised them 4 months ahead of our arrival that we could no longer travel and asked them to refund our deposit, less the 25% forfeit. I did ask if there was any flexibility in respect of the 25% given the reason for our cancellation, ie global pandemic. Other hotels we were due to stop at had very kindly agreed to refund our deposits, given the circumstances, although they were under no obligation to do so. I heard nothing from Marine Square, despite chasing. I finally received contact on 5 July advising my booking still stood! Apparently the suites are under new ownership and they supposedly had no access to prior emails. I immediately emailed back and told them we had cancelled the booking and to refund our deposit in line with their booking terms and conditions. They said all they could do was to offer me a voucher for when we next visit Hermanus. Given we are from the UK and will probably never be able to visit S Africa again I told them this was unacceptable and a refund had to be provided. I was told the contact would liaise with 'the owners' but I have heard nothing for over a week. I have emailed twice more but they have failed to engage in any respect. Given the amount to be refunded was less than ZAR4000 it appears to me that the business looks to be well underfunded and I would urge anyone considering using this company to exercise great caution, as it seems to me there is little likelihood of you getting your deposit back if you have to cancel. I accept Coronavirus has caused widespread financial problems, but there is simply no excuse for failing to engage with its customers or agreeing to provide a refund to which I am legally entitled. Based on their service they don't...

We booked in for one night only as a family in a 2 bed apartment.When we checked in the receptionist showed us to our apartment however did she did not explain to us how the alarm works...... we ended up calling their security company directly to assist us to switch the alarm off.

With regards to the apartment..... We really enjoyed our stay, it was a spacious apartment with restaurants and the beach less than 600m away. There is a shopping centre (Checkers) as well as a Woolworths right outside the apartment block. There was robes, slippers and toiletries for our use. Heated towel rails and heated floors in the bathroom. Things that need to be looked at: aircon does not heat up properly in unit 9 but does take the chill out of the air. No aircon in the second bedroom, however a fan and a small heater was available in the second bedroom. The linen was good, but the king bed mattress in the main bed needs replacing. The kitchen was lovely with a dishwasher available for use. Complimentary coffee & tea was available as well. Unfortunately should you require anything after 18:00 there will not be anyone to assist even the after hours number no one answers. The door jams a bit do needs to be looked at.... TV in lounge needs to be a tad bit bigger really small though. Would be nice to have a tv in the main bedroom too. As we only stayed for one night, so I am not sure if they offer a everyday cleanng service.....

Will we be back???? ABSOLUTELY . Would I recommend to my friends and family DEFINITELY!!!

Thanks Marine Square...

I had an absolutely fantastic stay at Marine Square Luxury Suites! The standout of my experience was undoubtedly Gina Beanie, whose kindness and unwavering assistance truly made my stay memorable. She went above and beyond to ensure that my needs were met, making me feel incredibly welcome. Gina is undoubtedly an asset to the group.

The apartment itself was a true gem – modern, impeccably clean, incredibly spacious, and wonderfully comfortable. It's clear that the management has taken great care to ensure guests have a top-notch experience. I was thoroughly impressed by the level of comfort and attention to detail.

I am already looking forward to my next visit, thanks to the outstanding service and the delightful accommodations. Marine Square Luxury Suites has won me over, and I will definitely be returning again. Kudos to Gina Beanie and the entire team for creating such a...