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I had booked to go to the Windsor Hotel with friends visiting from the UK. Unfortunately I ended up having unplanned spinal surgery the week before and despite a letter from my Dr the Windsor Hotel was totally unaccommodating and flatly refused to allow me to cancel one of the rooms on the booking. Shame on them.
Our friends from the UK however did still go, their comments were 'it's OK if you like hotels geared up for coach groups of tourist.'. I will be sharing my experience with friends both in UK and abroad and on social media as people should know what sort of establishment this is.
K
Stayed 1 night in Sep 2023
Response from Madeleine on 29 Sept 2023
Good morning KThank you for your review.I personally approve or decline all cancellation requests, and I can guarantee you that no letter from your doctor was received by the Hotel. Had this been the case, we would have granted this, but the only request we received was through this booking platform which stated 'Surgery'. Since Covid, we have had to implement two different rate types for our bookings - refundable (where the rates are slightly higher but you can cancel at any time) and non-refundable (where the rates are lower but bookings cannot be canceled). You booked on the non-refundable rates, so I am sure you can understand why, given the above very limited reason for cancellation, we did not approve this.I am sorry your friends didnt enjoy the Hotel - we are fortunate to be a very well located Hotel with fantastic staff who provide great service, and this is testament in our other reviews. My suggestion to guests is always to book direct with Hotels, because as soon as you cut out the middle man like these booking sites, you get personal attention, and I am sure we then would have received your doctors letter directly from you.I wish you luck and all the best with recovery from your surgery.Kind regards,MadeleineOn Behalf of the Windsor Team
A fantastic find. Lovely welcome to hotel by very friendly lady on reception. Great, clean, welcoming hotel in the best location. We had two nights here and would have stayed longer if plans allowed. Will stay again!!
Jocelyne
Stayed 1 night in Aug 2023
Response from Madeleine on 29 Sept 2023
Good afternoon JocelyneThank you so much for your review.We are delighted to hear you enjoyed your stay with us, and that you found the hotel to be so well located and clean.We are also delighted to hear that you wished you could have stayed longer.We hope to welcome you back again soon.Kind regards,MadeleineOn Behalf of the Windsor Team
Beautiful old hotel, friendly helpful staff, great views and 3 whales sighted.
Denis
Stayed 1 night in Sep 2023
Response from Madeleine on 29 Sept 2023
Good afternoon DenisThank you so much for your review.We are delighted to hear you enjoyed your stay with us, and that you found the staff to be so wonderful and the views so good.We hope to welcome you back again soon.Kind regards,MadeleineOn Behalf of the Windsor Team
Good afternoon TysonThank you for your review.We are delighted to hear you had such a good stay with us and that you found our staff to be so friendly and helpful.We hope to welcome you back soon again.Kind regards,MadeleineOn Behalf of the Windsor Team
We had a wonderful stay at the Windsor Hotel. Perfectly positioned in Hermanus. Close to all the beautiful restaurants and whale watching points. Would definitely return to Windsor hotel.
Dhevandren
Stayed 5 nights in Jul 2023
Response from Madeleine on 24 Aug 2023
Good afternoon DhevandrenThank you for your lovely review.We are delighted to hear you had such a wonderful experience with us, and that you found the hotel to be so well located.We hope to welcome you back again soon.Kind regards,MadeleineOn Behalf of the Windsor Team
Good morning JacquesThank you so much for your rating received.We are delighted to hear you enjoyed your stay with us, and we hope to welcome you back to the Hotel again soon.Kind regards,MadeleineOn Behalf of the Windsor Team
10/10 Excellent
Mattheus
6 Jul 2023
Mattheus
Stayed 1 night in Jul 2023
Response from Madeleine on 27 Jul 2023
Good morning MattheusThank you so much for your rating received. We are delighted that you enjoyed your stay with us.We hope to welcome you back again soon.Kind regards,MadeleineOn Behalf of the Windsor Team
Good morning StephenThank you for your review.We are glad to hear you enjoyed your stay.We hope to welcome you back to us again soon.Kind regards,MadeleineOn Behalf of the Windsor Team
When it’s affordable we always like to stay at Windsor because of the lovely breakfast as well as the location and the fact that it is just a lovely place! We loved the renovations!!
Bridgitte
Stayed 2 nights in Apr 2023
Response from Madeleine on 17 Apr 2023
Good afternoon BridgitteThank you so much for your review and for letting us know how your stay was.We are so glad you enjoyed the breakfast on offer as well as the location.We are also delighted to hear you enjoyed the renovations we have done.We look forward to welcoming you back to the hotel again soon for another lovely stay.Kind regards,MadeleineOn Behalf of the Windsor Team
We literally walked into the room and checked out immediately. The room was supposedly non smoking but it stank of smoke. No restaurant open either.
andrew
Stayed 1 night in Mar 2023
Response from Madeleine on 17 Apr 2023
Good afternoon AndrewWe are sorry that you had this experience.Our whole hotel is non smoking but sometimes guests do not adhere to this. We would have been happy to move you to an alternative room.We do not have a restaurant in the Hotel - there are over 40 restarants within a 500m radius of the hotel, and we simply cannot compete with their offering. We also find that most guests stay with us due to our location and the proximity to town, allowing them to easily explore the area.We hope you have had a safe trip onwards.Kind regards,MadeleineOn Behalf of the Windsor Team
10/10 Excellent
Lauren
20 Mar 2023
Lauren
Stayed 2 nights in Dec 2022
Response from Madeleine on 17 Apr 2023
Good afternoon LaurenThank you for your rating received.We are delghted that you enjoyed your stay with us.We hope to welcome you back soon.Kind regards,MadeleineOn Behalf of the WIndsor Team
10/10 Excellent
J
28 Feb 2023
J
Stayed 1 night in Feb 2023
Response from Madeleine on 17 Apr 2023
Good afternoon JThank you so much for your rating received.We are delighted you enjoyed your stay with us.We hope to welcome you back again soon.Kind regards,MadeleineOn Behalf of the Windsor Team
8/10 Good
William
19 Feb 2023
William
Stayed 2 nights in Feb 2023
Response from Madeleine on 21 Feb 2023
Good morning WilliamThank you for your rating received.We are delighted you enjoyed your stay with us.We hope to welcome you back soon.Kind regards,MadeleineOn Behalf of the Windsor Team
10/10 Excellent
David Pierre
13 Feb 2023
David Pierre
Stayed 1 night in Feb 2023
Response from Madeleine on 21 Feb 2023
Good morning David PierreThank you for your rating received.We are delighted you enjoyed your stay with us, and we hope to welcome you back again soon for another great stay and more memories.Kind regards,MadeleineOn Behalf of the Windsor Team
10/10 Excellent
Lorene
12 Jan 2023
Lorene
Stayed 2 nights in Jan 2023
Response from Madeleine on 16 Jan 2023
Good afternoon LoreneThank you for your review. We are delighted to hear you enjoyed your stay with us.We hope you have a safe trip onwards, and we can welcome you back soon.Kind regards,MadeleineOn Behalf of the Windsor Team
Good experience overall, excellent location and sea views. Bottled water should be provided in rooms per day per person as a standard requirement with this rating. Coffee in rooms and for breakfast is disappointing.
Carlo
Stayed 3 nights in Jan 2023
Response from Madeleine on 11 Jan 2023
Good morning CarloThank you for your review.We are glad you enjoyed your stay and found the view and location of the hotel to be so good.As discussed during your stay, the Tourism Grading Council does not require a three star hotel to provide bottled water. It is however available for purchase from our bar.We are sorry you did not enjoy the coffee on offer.We hope to welcome you back again soon.Kind regards,MadeleineOn Behalf of the Windsor Team
6/10 Okay
Muhammad
12 Dec 2022
Disliked: Staff & service
Hermanus Windsor
Peace be upon you,
The stay was fine except friendliness of kitchen staff serving breakfast. My wife had a simple request asking for a potato rosti. The response was not professional. Also on day 2 there was a very foul smell coming from the toilets on ground level close to the reception. Other than that, stay was ok. Kind regards
Muhammad
Stayed 3 nights in Dec 2022
Response from Madeleine on 13 Dec 2022
Good afternoon MuhammadThank you for your review. We are glad to hear you enjoyed your stay. I am sorry you found our breakfast team to not be professional, we have addressed this with them.We hope to welcome you back again soon.Kind regards,MadeleineOn Behalf of the Windsor Team
Good afternoon JoanThank you for your rating received.We are glad you enjoyed your stay with us.We hope to welcome you back soon.Kind regards,MadeleineOn Behalf of the Windsor Team
10/10 Excellent
Lawrie
24 Oct 2022
Liked: Cleanliness, staff & service, room comfort
Lawrie
Stayed 2 nights in Oct 2022
Response from Madeleine on 13 Dec 2022
Good afternoon LaurieThank you for your rating received.We are glad you enjoyed your stay with us.We hope to welcome you back soon.Kind regards,MadeleineOn Behalf of the Windsor Team
Good morning AnonymousThank you for your review and for letting us know how your stay was.We hope you have enjoyed your trip onwards, and we look forward to welcoming you back soon.kind regards,Madeleine
8/10 Good
Elizabeth
12 Jul 2022
Elizabeth
Stayed 2 nights in Jul 2022
Response from Madeleine on 22 Jul 2022
Good afternoon Elizabeth
Thank you for your review and for letting us know how your stay was.
We are delighted to hear you had a good stay with us.
We hope to welcome you back soon.
Kind regards,
Madeleine
On Behalf of the Windsor Team
Good afternoon David
Thank you for your review and for letting us know how your stay was.
We are delighted to hear you enjoyed your time with us, and we hope to welcome you back soon.
Kind regards
Madeleine
On Behalf of The Windsor Team
10/10 Excellent
Richard
22 May 2022
Richard
Stayed 3 nights in May 2022
Response from Madeleine on 30 May 2022
Good morning Richard
Thank you for your review.
We are delighted you had a good stay with us.
We hope to welcome you back soon.
Kind regards,
Madeleine
10/10 Excellent
Russell
30 Apr 2022
Russell
Stayed 1 night in Apr 2022
Response from Madeleine on 3 May 2022
Good morning Russell
Thank you for your rating received.
We are delighted to hear you enjoyed your stay with us.
We hope to welcome you back soon.
Kind regards,
Madeleine
On Behalf of the Windsor Team
8/10 Good
James
3 Apr 2022
Liked: Cleanliness, staff & service
Close to the downtown area. Along the shoreline. Interesting historic pictures.
James
Stayed 2 nights in Mar 2022
Response from Madeleine on 28 Apr 2022
Good morning James
Thank you for your review.
We are glad to hear you enjoyed your stay and found the hotel to be well located.
We are also delighted that you enjoyed the pictures in the hotel.
We hope to welcome you back soon.
Kind regards,
Madeleine
On Behalf of the Windsor Team
Simply amazing a TV lost it's channels and when staff couldn't fix we got upgraded to a sea view with working channels what a bonus.
junovan
Stayed 2 nights in Dec 2021
Response from Madeleine on 13 Jan 2022
Good morning Junovan
Thank you for your review.
We are delighted that we were able to give you an upgrade.
Thank you for being so kind in accepting it.
We hope to welcome you back soon.
Kind regards,
Madeleine
Thank you for your review.
We are glad you enjoyed your stay.
Travel safely, and we hope to see you again soon.
Kind regards,
Madeleine
On Behalf of the Windsor Team
We did not stay here after checking in. There was a horrible smell in the lobby area and the hotel rooms are no better than a Motel 6. Very disappointing. We found a very nice place to stay just down the road for much less money as well!
Laurie
Stayed 1 night in Nov 2021
Response from Madeleine on 20 Jan 2022
Thank you for your review.
We are sorry we didnt meet your standards.
Kind regards,
Madeleine
Was at first allocated dismal room in annex in backyard reception uninterested and unhelpful.complained and refused room so was allocated decent room in hotel Had booked well in advance why was I sent to the backyard up a lot of stairs with no help with luggage a young man volunteered to help he was only staff member who was friendly.Will not go there agIn
This hotel has lovely old school charm and the view of the ocean is just unmatched. We saw whales from our bedroom window everyday. The hotel is within walking distance of all the restaurants. The walking trail also starts right in front of the hotel. We had a lovely stay.
Tara
Stayed 1 night in Sep 2021
Response from Madeleine on 6 Oct 2021
Good afternoon Tara
Thank you for your review.
We are delighted to hear you enjoyed your stay with us and found it to be so good.
We hope to welcome you back soon.
Kind regards,
Madeleine
On Behalf of the Windsor Team
Stay was good
Only negative was we were refused a drink from the bar at 2030
Before government curfew.
Not very friendly.
David
Stayed 1 night in Sep 2021
Response from Madeleine on 14 Sept 2021
Good afternoon David
Thank you for your review.
On Consumption rules under Lockdown Level 3 dictate that we need to stop serving alcohol at 8pm, so that the on consumption premises can close by 9pm and staff are home by 10pm.
Our Staff were following the rules by stopping the sale of liquor from 8pm onwards.
Unfortunately we are not able to bend the rules, as the fallout from that can be quite severe and includes large fines and possible closure.
Now that curfew is later by an hour, we are able to sell alcohol till 9pm.
Thank you!
Kind regards,
Madeleine
Good afternoon Andre
Thank you for your review and the lovely photos.
We are delighted to hear you enjoyed your stay with us and that you found the hotel to be so good.
We hope to welcome you back to the Hotel again soon.
Kind regards,
Madeleine
On Behalf of the Windsor Team
Good morning Denzil
Thank you for your rating.
We are delighted that you enjoyed your stay with us.
We hope to welcome you back soon.
Kind regards,
Madeleine
Good morning
Thank you for your review.
We are glad to hear you enjoyed your stay with us.
We hope to welcome you back soon!
Kind regards,
Madeleine
8/10 Good
Jaco
24 May 2021
Liked: Cleanliness, staff & service, room comfort
Jaco
Stayed 2 nights in May 2021
Response from Madeleine on 24 May 2021
Good afternoon Jaco
Thank you for your rating received.
We are glad to hear you enjoyed your stay with us.
We hope to welcome you back soon.
Kind regards,
Madeleine
Centrally situated, professionally run and good value for money. We would stay there again.
David Pierre
Stayed 1 night in May 2021
Response from Madeleine on 17 May 2021
Good morning David Pierre
Thank you so much for your review and for letting us know how your stay was.
We are delighted to hear you enjoyed it and that you found the hotel to be well run & good value for money. We are also very happy to hear you found the hotel to be well located.
We look forward to welcoming you back soon!
Kind regards,
Madeleine
On Behalf of the Windsor Team
Good morning Ilse
Thank you for your review. We are delighted to hear you enjoyed your stay and found the service to be so great and the location so wonderful.
We hope to welcome you back to the Hotel again soon.
Kind regards,
Madeleine
On Behalf of the Windsor Team
Thank you for choosing to stay at the Windsor Hotel! We enjoyed having you and your family with us and we hope to welcome you back in the not too distant future. Warm wishes, Birgitta and Team
Good morning Kim
Thank you so much for your review and for letting us know how your stay was.
We are delighted to hear you had a good stay, and we hope to welcome you back to the Windsor Hotel again soon!
Kind regards,
Madeleine
Good morning Leon
Thank you for your review.
We are sorry to hear you felt the hotel needs upgrading, especially since we went to great efforts to upgrade everything between 2017 and 2019. We have paid careful attention to not over-commercialise the hotel, and keep our areas quaint but updated, paying homage to our history and heritage. If there is anything specific you think we should pay attention to, please let us know.
Thank you!
Kind regards,
Madeleine
Good morning Sarel
Thank you for your review and for letting us know how your stay was.
We hope you are able to return to us for another lovely stay soon!
Kind regards,
Madeleine
On Behalf of the Windsor Team
In a convenient place for access to Hermanus town, and with views out over the ocean this was great place to stay. The rooms were pleasant, airy and light - and like the rest of the hotel, clean and well kept. The staff very friendly & helpful.
Verified traveller
Stayed 1 night in Feb 2020
Response from Madeleine on 3 Mar 2020
Good morning Anonymous
Thank you so much for your review received.
We are delighted to hear you enjoyed your time with us, and that you found the hotel to be so conveniently located and that you enjoyed the rooms so much. We are also very happy to hear that your interactions with our staff were so great, and we sincerely hope to welcome you back to the Hotel again soon for another lovely stay!
Kind regards,
Madeleine
On Behalf of the Windsor Team
Room 310 severe damp smell from bathroom, spoiling and otherwise fantastic trip.
Hennie
Stayed 1 night in Feb 2020
Response from Madeleine on 25 Feb 2020
Good afternoon Hennie
Thank you for your review. We have taken note of your comment, and have had a plumber to take a look at this. We are still trying to detect the problem, as we have been unable to find it, however the room has been placed on out of order until further notice.
We are delighted to hear you enjoyed the rest of your trip.
We hope to welcome you back again soon!
Kind regards,
Madeleine
On Behalf of the Windsor Team
Thank you for your rating received.
We are glad you enjoyed your time with us and we hope to welcome you back to the Hotel again soon!
Kind regards,
Madeleine
On Behalf of the Windsor Team
Excellent location on the amazing seafront with secure city center parking
Peter
Stayed 1 night in Jan 2020
Response from Madeleine on 7 Feb 2020
Good morning Peter
Thank you so much for your review and for taking the time to let us know how your stay was.
We are delighted to hear you enjoyed your time with us and we are very happy to hear that you were able to enjoy the sea views as well as the immediate vicinity.
We hope to welcome you back to the Windsor Hotel again soon!
Kind regards,
Madeleine
We stayed for two nights. Lovely old fashioned Hotel. Great views of the rugged coast from the front of the building. We stayed in the back of the hotel but I wish I had paid the extra to have ocean views. Very nice buffet style breakfast and good staff.
Steve
Stayed 2 nights in Jan 2020
Response from Madeleine on 23 Jan 2020
Good morning Steve
Thank you so much for your review and for letting us know how your stay was.
We are delighted to hear you enjoyed your time with us, and that you found the views from the hotel to be so wonderful, and that you enjoyed breakfast so much. We are also very happy to hear your interactions with our staff were so positive.
Our Sea View Rooms are our most popular rooms, and when guests see the views from these rooms, they are all in agreement that it is worth the extra money. We hope that next time we can welcome you into one of these rooms!
We hope you have a lovely trip further, and wish you safe travels!
Kind regards,
Madeleine
On Behalf of the Windsor Team