Pezula Resort, Hotel & Spa , Knysna, South Africa

I have book two nights to stay at Conrad Pezula during my trip through the Garden Route. It is a nice and great place including the room, facilities, spa, great view and sights. However, the only issue is with the services provided by the hotel's team. I have experienced a delay in check-in for nearly an two hours and 15 minutes. I arrived at the reception around 3:00pm but the room was not ready until 4:15pm. The check-in time is supposed to be at 2:00pm. Moreover, during the first day, I have ordered a dinner meal to my room (room dine-in service) at around 8:00pm but I did not receive the food until 9:40pm due to a mistake in the room number. The food was delivered to the room late and it was not well warmed or freshly cooked. To apologize for the inconvenience, the hotel staff charged 100% of the food to the hotel. In addition, we have utilized the laundry service for washing some of our clothes. We handed over the clothes to the room service team in the morning and we were advised that we will receive them on the same day around 7:00pm, however, we did not receive until the next day around 8:30am. Overall, the hotel's facilities and sights as well as the rooms are amazing. However, the shortcomings of customer services provided in this hotel does not represent a 5-star hotel owned by Hilton.

We did not get to stay in the hotel because it had botched the booking despite confirming that the booking reflected on its system. The hotel took 1.5 hours to tell us that it could not assist us in any way and had no accommodation for us. We had to make our own alternative arrangements as the hotel's proposed alternative was unacceptable. We have negotiated a refund with Hotels.com. Overall a very bad experience as we had arranged the stay to celebrate our wedding anniversary. It is uncertain who was to blame for this fiasco - Hotels.com or Pezula, or both. Although Hotels.com were quick to confirm a refund we have not had a satisfactory explanation for our bad experience. Until an explanation is received we will have to reconsider our continued support for Hotels.com. If this had occurred while we were in another country the consequences could have been worse, as it would have required use of a travel budget to secure alternative accommodation. Please furnish an adequate explanation.

We have stayed 3 times over last 3 years when it was a Hilton Conrad but property has deteriorated dramatically since then. Rooms need renovation and Aircon did not work. Maintenance said they could not fix so at least they provided a fan. It took forever for hot water to get a shower which wasted too much water. On the plus side the staff were friendly enough, buffet breakfast was fine and Spa was still very good.

Pezula was good in terms of amenities. The room decor is a bit tired though not modern but its very comfortable. The service providers are very freu6ndly and warm and willing to assist prompty. Food there is not great and not a lot pf options.. was not impressed with the food. Alistair the conceirge is awesome and gave great tips on what to do and tour operators!!

We had a wonderful stay in this superb hotel. The staff were just fantastic with the highest, friendliest service possible. Wonderful breakfast fare. Excellent pool and sun bathing facilities. I could not recommend this hotel enough. Coach service to and from Kynsna in the evening was great.