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Reviews (218)
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All reviewscape towneach afternoongorgeous boutique hotelmaking dinner reservationsincluding alcoholall inclusive drinksplunge poolus feel at homegarden of edenoutdoor terracequiet hoteltranquil haventea and cakefresh flowersbusy roadfamily suitean oasis
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Reviewed 17 February 2015

We stayed at The Last Word in November for a week and had a very relaxing and peaceful time. The room was very large with a fantastic bathroom and lead out onto the most beautiful garden. Every afternoon when we stepped back into the hotel it was like stepping into another world, cool and quiet and peaceful after a busy day in Cape Town.

The breakfasts are delicious, we tried something new each day. Thank you to the very friendly staff for looking after us, we hope to see you soon!

  • Stayed: November 2014, travelled as a couple
    • Rooms
    • Cleanliness
    • Service
1  Thank 86shelley
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Megan W, Marketing at The Last Word Constantia, responded to this reviewResponded 21 June 2016

It's only a pleasure!

We look forward to your return and are so glad that you enjoyed your experience so thoroughly.

Regards
The Last Word Hotel.

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Reviewed 14 February 2015

We had problems with the room we were allocated, Room 9 also. Having booked a standard room, we were mislead on arrival, by being told we were 'lucky' to have been 'upgraded' to a suite. This upstairs 'suite' was large and well equipped, but had no outside space, overlooked the car park and the roof of the kitchen below. When the windows were open, there was a revolting smell of fried food being cooked, and the air con unit from the kitchen and room 6 below created a non stop unbearable vibration and 'hum'.

We immediately raised the issue, and asked to move to the room we had booked, but were told this was not possible, either then, or at any time during the rest of our 4 night stay, as all other rooms were fully booked. Yet we observed numerous departures and arrivals during our stay.

Imagine our shock when we read the previous trip advisor review, after we had been checked in by the same manager, Keegan, to find they knew all about the problems with this room, even though they were denying all knowledge. The local management appeared weak and ineffective, lacking any authority.

As they were not able to resolve the problem, my husband insisted on speaking to the proprietor (Mr ------) on the telephone. He refused to come to the hotel, and was dismissive, arrogant and extremely rude. He refused our request to refund our prepayment if he could not resolve the noise and smell issues, and told us we should get in our car and leave his hotel in no uncertain terms, with no refund as we were serial complainers!

With a major conference in town that week and a dearth of accommodation, we did stay, and reached a compromise with the local staff which involved turning off all air con to the kitchen and closing all our windows when we were in the room, which made life more bearable.

Breakfast, and some of the staff, Beauty in particular, were highlights of an otherwise disappointing stay. The gardens and grounds are very pleasant, and housekeeping and the internal decor generally good. Yes, the cheap foam pillows are awful, for what is an expensive B and B.

We were surprised at the ordinary suburban location on a busy road though, and think there are much better locations within the Constantia area.

Our rating for service reflects the proprietor and his management, as the staff were mostly very pleasant and helpful

Room Tip: Avoid Room 9 unless you receive a categorical assurance our issues have been resolved. The garden rooms looked more promising
  • Stayed: February 2015, travelled as a couple
    • Value
    • Sleep Quality
    • Service
14  Thank Gaspari
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TLWsa, Manager at The Last Word Constantia, responded to this reviewResponded 24 February 2015

These guests insisted on being moved or relocated to another hotel at 9:30pm on the Friday night in question. They were abusive and verbally attacked the management on duty who in desperation phoned one of the owners of the business. Again, on the phone the guest was disparaging and adamant that at that late hour something should be done. It was suggested that they stay the evening and the matter be resolved in the morning. The young lady (manageress) says she has never been spoken to in such an insulting manner before.

They stayed the night and the next day their complaints were addressed to the point where they decided to remain at the hotel for the rest of their stay. If it was so bad why did they continue?

The air conditioning, despite the experts maintaining that the exterior noise is normal, has been moved and the kitchen smells have been attended to. Incidentally the pillows are not foam but high quality, Unicurl Fibre Puff.

In hindsight, as out hotel is small, we would have preferred that the guest did find alternative accommodation as they effected the other guests who were enjoying themselves. The proprietor was certainly not going to be summoned to hear more unwarranted abuse.

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Reviewed 5 February 2015

We booked The Last Word having looked at Trip Advisor reviews for the Constantia area. I'm so sad to say our visit came nowhere near the five star reviews The Last Word has been getting recently.

We stayed as a family of four, two adults and two children (3 and 5 years old) for three nights (Thursday, Friday and Saturday) at a cost of R12187.50 (around £700) on a bed and breakfast basis (and a very limited free bar).

We are originally from England, but have been in South Africa for almost ten years now.

We are very fortunate and have stayed in several of South Africa's great hotels.

So, onto our review...

Let's start with the positive parts of the whole experience:

+ It's in a good location for many of Constantia's attractions and gives easy access to the Cape Peninsula

+ It's safe and secure

+ It's beautifully decorated with very tasteful interior design

+ Our room, room 9, was very spacious, light and bright

+ The beds were comfortable with beautiful linen

+ The general standards of cleanliness were pretty good

+ The gardens are beautiful

+ The pool area is lovely, with shaded spots and sunny spots

+ The food at breakfast time, when you eventually received it, was good

+ We had a super manager, Kegan, who was very helpful and sympathetic, but he was only there for one of the four days we were there.

And the not so good parts:

- When we arrived and were shown to our room the air conditioning unit had water pouring out of it all over the carpet. The lady whom showed us to our room took two bath towels from our bathroom and used them to mop up the mess. That was the sum total of their attempt to fix the problem

- There is either an extractor fan or another room's airconditioning unit directly outside the main bedroom window. For most of our stay, despite our Aircon being switched off, this made an infernal, migraine inducing hum. It went on all night and subsequently we got very little sleep. I spoke to three different members of staff about this, each more than once, and emailed the head office, but nothing was done to fix this and no apology offered. It was so bad I asked to be moved to another room, but they said they couldn't move us. I tried to find alternative accommodation in the area, but couldn't at such short notice.

- At the other end of the suite we looked out onto the kitchen extractor fan. It belched out the smell of fried food in the mornings. As we couldn't use the Aircon we had to put up with the whole room smelling of eggs and bacon. Again I raise this with several members of staff. It wasn't fixed

- We were told the restaurant beside the hotel would be open, so we planned to have dinner there just after we arrived. Unfortunately the restaurant was closed for renovations, so no dinner for us and lots of construction noise. When I asked why they had misinformed us, and asked why they didn't call us to warn us, I just got a shrug of the shoulders. There's nowhere else within walking distance, so we had to find somewhere on the Internet to order from. We ended up with soggy take-away pizzas


- Breakfast on the first morning was an unmitigated disaster. My husband went down with our two boys. There were no staff anywhere to be found so they sat at a table and helped themselves to the buffet. About 10 minutes later a member of staff appeared, told the they were at 'the wrong table' and told them to move to a different table because other people usually sat at that table (!?!?!). My husband then asked if he could order coffe and cooked breakfast, but the member of staff said 'no' because they didn't have a pad to write the order down on. They then disappeared. Several minutes later we were running out of time to order, we had a business meeting to get to, so my husband went into the kitchen to place the order himself.

I did complain about this and asked the manager to get the owners to contact me, but was told to email them myself, which I did, and received no response. By the way, the manage said to me over the phone, "your husband sat at the wrong table". Is he supposed to be psychic? There was no reserved sign and no member of staff to show him to the 'right table'.

- My car was parked in by two other cars in the car park when I went to leave with my boys for the day. I'm not sure if they were staff or on business, but it took ages for them to move their cars and a small apology would really have been nice.

- Drinks... The fridge rarely had water on it and the 'free bar' is very limited.

- On the Friday afternoon when we got back there were some very lively children playing in and around the pool area. They were generally unpleasant to our two little boys and the pool surround as well as all the pool loungers and towels were soaked. I assumed they were children of other guests until another guest came up to us and complimented us on how well our children were. He said he'd complained about the other children, and had informed the hotel that he would check out if the badly behaved children continued to be so disruptive. He was told that the children were the owners's children...

So, apart from really irritating all the patrons, I assume the owners had been at the hotel, and had chosen not to come and talk to us about the noise and service issues we had encountered.

- On Saturday afternoon the pool water was so low that the staff just switched off the pump (why not fill up the pool?) and there were no towels

- Speaking of towels, we had to beg for towels every night for our rooms.

- While the beds and linen are lovely, the pillows are horrible.

It was generally a really unpleasant experience. We tried to get something done about the issues over the phone, in person and via email. We have had no feedback from the owners despite this.

I hope if you stay you will have a far better experience.

  • Stayed: January 2015, travelled with family
    • Value
    • Rooms
    • Service
23  Thank ElfieBear
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TLWsa, Manager at The Last Word Constantia, responded to this reviewResponded 19 February 2015

Thank you we appreciate the compliments and also value the constructive criticisms where applicable.

However, some of the above statements are incorrect and we respond accordingly.

With regard to the air-conditioning unit it did not pour water out and merely created a very small damp patch on the carpet. The area was dried up and the towels replaced. It is incorrect to say that was the sum total of our attempts to fix the problem. It is also an exaggeration to say that the exterior air-conditioning unit made an “infernal, migraine inducing hum”. After the first complaint we brought in our air-conditioning installers who attempted to repair the unit and informed us that the noise was not excessive and completely normal, but recommended that they could move the exterior unit to another part of the building, however this would take several days. The removal exercise has now been completed. Our staff assure us they did apologise profusely however we were unable to move the guest to another room as the hotel was fully booked for the duration of their stay.

The smell experienced from the kitchen output was an anomaly which has never happened before, however the air con unit in that part of the family suite was working perfectly and could have been used with no issue.

With regard to the restaurant next door. Had the guest done the booking through us we would have informed them that it was closed, as would have the restaurant. No reservation at the restaurant was held at any time by the guest. At no stage did we misinform the guest and since the restaurant next door is not part of our business, we cannot be held responsible for any prior warning. In addition it’s preposterous to lay blame for the fact that there are no other restaurants within walking distance or for the fact that the guests had to contend with soggy “take-away pizzas” of their own ordering. There are many good restaurants and eating establishments within two minutes by car at Constantia Village. Our staff would have been happy to advise on a suitable establishment.

Regarding breakfast on the first morning, we have investigated the accusations and our staff have refuted these claims. They would never have said “no” to a request for coffee and a cooked breakfast. This would be a first in our 10 years of operation. The husband was simply asked to move to another table as the one he sat at had been set up for a group of five travelling together.

On investigation we also found out that no complaint was received from any guest regarding children. It’s important to note that this is a family hotel accepting children of all ages. It is also presumptuous to assume that these children irritated all the patrons and it’s simply not true that the owners had been at the hotel during this guests stay. In fact, none of the owner were at the hotel during this time and their children are in their late thirties.

Taking in to account the other complaints relating to the height of the pool water, the towels and the pillows, this indicates that these guests seemed to be looking for every opportunity to complain. We are satisfied that the majority of these complaints have little currency. Whilst we understand clearly our future relies on the comments guests make to forums like Tripadvisor and we know that guest satisfaction means everything, we have got to defend our corner when spurious complaints overshadow that old adage that the customer is always right.

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Reviewed 25 January 2015

One of the best places we stayed on our visit to the Cape area! Close to restaurants.

Huge room, and even larger bath. Footed tub in the center, and open walk in shower. Lovely pool area, beautifully manicured gardens with sitting areas in sun or shade. Helpful staff. Wonderful variety at the expansive breakfast buffet. One day we wanted a light lunch -- no problem, sandwich made to order and glass of wine coming right up, poolside. Staff was very helpful in making dinner reservations and arranging for cars/drivers to transport us.

We hope to return on our next visit to South Africa.

  • Stayed: January 2015, travelled as a couple
    • Value
    • Sleep Quality
    • Service
2  Thank mhphillips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Megan W, Marketing at The Last Word Constantia, responded to this reviewResponded 20 June 2016

Thank you for the sterling review of our intimate property.

We were delighted to have you stay with us in Constantia and look forward to your presence again.

Warm regards
The Last Word.

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Reviewed 11 January 2015

We travelled around SA for a few weeks from pace to place and this was a fantastic find. staff are great, anything - anything can be accommodated and the quality or service, food, standard of rooms was cracking! this is one of those places that you'll compare all others too. We had the kids with us and the cost of two rooms was very competitive.

Room Tip: Its like home from home - don't be shy and take full advantage of the service on offer. staff at very discrete, but always on hand.
  • Stayed: July 2014, travelled with family
    • Sleep Quality
    • Rooms
    • Service
2  Thank Seanr1965
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Megan W, Marketing at The Last Word Constantia, responded to this reviewResponded 20 June 2016

We are thrilled that you and your children enjoyed such wonderful hospitality with us at The Last Word.

Join us again in the near future. We'd love to have you back.

Regards
The Last Word team.

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