Ratings based on 15 Verified Reviews

2.9 out of 5
40% of guests recommend
2.6 Room cleanliness
3.2 Service & staff
2.7 Room comfort
2.3 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Everyone
by A verified traveler from england

Lovely hotel very welcoming

Posted Apr 12, 2016
Pros: The friendly staff
Cons: There seemed to be refurbishment going on whilst we were there which is needed in some locations but it didn't interfere with the guests.
Location: Good location easy from the airport also good for visiting Stellenbosch a lovely typical South African town.
We have stayed at this hotel several times and find it easy to get to from the airport and a good base for the starting our garden route holiday. All the staff are very helpful the rooms spotlessly clean and the food excellent. Always recommend it to our friends.
Comment from Hotel Management
Aug 29, 2016 by Daniel Méndez, Hotel Management
Dear Keith I am delighted to read such a positive review. Thank you for mentioning some of our strongest qualities to the hotel, such as the location and helpful staff. We always go above and beyond to make our guests feel as comfortable as possible. We look forward to welcome you back to NH The Lord Charles Hotel in the near future. Warmest regards Daniel Méndez Hotel Director
1 out of 5
by A verified traveler from W

Nice from far but far from nice

Posted Jan 2, 2016
If you're looking for a clean, comfortable, hospitable, friendly hotel that isn't run down then this hotel is not it. Lord Charles is nice from far, but far from nice. A shadow of what it used to be decades ago, avoid if possible. - Booking was a mess (we were close to being downgraded if we didn't check the type of room we were given) - dinner at their restaurant was heavily seasoned with salt, steaks were overdone - ordered room service only to get a call 50mins later to inform us that they didn't see the order, the food was average - showers leaked - Internet was incredibly slow - clean towels being prepared on dirty floor by housekeepers - dirty rooms (everything was dusty, looked like they haven't cleaned for weeks) - at breakfast we saw a cook drop a cooking spoon on the floor and seconds later picked it up and continued using it to cook omelette without cleaning it - access cards didn't work a few times, the list goes on. To top it all off, the air conditioning broke and after 5hrs and a few follow up they then told us it couldn't be fixed. We've finally got to move room so that was fine but the process was a bit painful. We've moved on to a couple different hotels since which have been perfect. It is worth paying a little bit extra just to avoid staying at the Lord Charles.
Comment from Hotel Management
Apr 19, 2016 by Daniel Méndez, Hotel Management
Dear Teresa Thank you for taking the time to give us your feedback. Your feedback is highly appreciated and will be used to maintain and improve, where necessary, our standards of service and facilities. I am very sorry to hear that your stay was not as expected and that the solutions taken were not sufficient. I have addressed you concerns and comments with the relevant departments and I can assure you that this is not our standard. I hope you will give us the opportunity to welcome you back to NH The Lord Charles Hotel in the near future. Warmest Regards Hotel Director
4 out of 5
Recommended
for Everyone
by A verified traveler from Naples, Florida, USA

Food was excellent

Posted Nov 14, 2015
Cons: The furniture is very old in the rooms.
I have the privilege of traveling all over the world and found the food at the Lord Charles to be excellent. The menu and buffets had a wide variey of choices and everythng was prepared well. Everything I had was tasty and delicious. This is very important if you have a long stay at a hotel and have no local transportation.
Comment from Hotel Management
Apr 18, 2016 by Daniel Méndez, Hotel Management
Dear Nolen, I am delighted to read your positive review. Thank you for mentioning what an excellent job our kitchen done to provide you with tasty and delicious food throughout you stay. I will pass on your gratitude to the Head Chef, so that he know his team's hard work paid off. We look forward to welcome you back soon to NH The Lord Charles Hotel. Warmest regards Daniel Méndez Hotel Director
2 out of 5
by A verified traveler from Limpopo

Disappointed as the hotel is being refurbished

Posted Jul 20, 2015
Pros: nothing
Cons: everything
Disappointed as the hotel is being refurbished no one told us, old TV in room dated, I feel expensive stay will not go again.
Comment from Hotel Management
Apr 19, 2016 by Daniel Méndez, Hotel Management
Dear Chrissy Thank you very much for your comments regarding your recent stay. We have communicated our refurbishment process through all the channels we have available. However I sincerely apologize that we did not meet your expectations with regards to your overall experience at our establishment. I can assure you of our best attention always and hope that you will give us the opportunity to welcome you back in the near future. Warmest regards Daniel Méndez Hotel Director
4 out of 5
Recommended
for Everyone
by A verified traveler from yorks

Nice hotel not too far from the airport

Posted Mar 28, 2015
Pros: The staff were pleasant
Cons: Lifts would be good
Location: Not far from stellenbosch a lovely town and near lots of winerys
Visited this hotel 12 years ago it was very good , but it could do with updating.
Comment from Hotel Management
Apr 18, 2016 by Daniel Méndez, Hotel Management
Dear Frankie Thank you for taking the time to review our hotel during your most recent stay. I am delighted to read that you have mentioned some of the best qualities to the hotel which is our wonderful staff and accessible location. We always go above and beyond to keep our guests happy. I am also happy to report that we have been busy with refurbishments all over the hotel which will be completed soon. We look forward to see you again at NH The Lord Charles Hotel in the not so distant future. Warmest regards Daniel Méndez Hotel Director
3 out of 5
by A verified traveler from Calgary, Canada

Lord Charles - disappointed

Posted Jan 5, 2015
Pros: Location is good, parking plentiful. Pools nice.
Cons: No face cloths in the bathroom.
At check-in, the receptionist seemed flustered and our room was not ready, even though we were somewhat late for checking in. The pools were nice. The hotel was in many places in a state of neglect and clearly worn down. Table cloths dirty. Had to ask for coffee and service, staff was not attentive. None of these deal breakers, but somewhat disappointing. WiFi was very, very poor.
Comment from Hotel Management
Apr 19, 2016 by Daniel Méndez, Hotel Management
Dear Martin Thank you for your comments on your stay at our hotel. I am delighted to confirm that we have renovated some parts of our hotel. Thank you for mentioning one of our key and greatest elements of the hotel, which is our location. I sincerely apologize that we did not meet your expectations with regards to your overall experience. I will communicate you feedback effectively to the relevant departments. I assure you of our best attention always and hope that you will give us the opportunity to welcome you back in the near future. Warmest regards Daniel Méndez Hotel Director
4 out of 5
Recommended
for Families
by A verified traveler

REASONABLE HOTEL CLOSE TO FACITIES and AIRPORT

Posted Jan 4, 2015
Pros: Location, facilities for swimming, room service, a la carte restaurant.
Cons: Services mentioned above
Location: Reasonable shopping facilities and beach within driving proximity. Close to Cape Town, wine route and related tourist attractions
We were not provided with the quality of rooms and locations that we had booked. The hotel however accomodated this problem after two nights and we were able to spend the remaining five nights in reasonable rooms. However the extra bed for which we had paid extra was not provided at all for one night and when eventually provided was uncomfortable. Certain services such as an outside umbrella were only provided for one of the rooms and not for another. This only happened after repeated requests and only for three of the seven days. The comlimentary tea bags and milk was not rplenishede after the first two days. The quality of breakfast was excellent. The a la carte restaurant food was well prepared and of good quality.
Comment from Hotel Management
Apr 19, 2016 by Daniel Méndez, Hotel Management
Dear Guest Thank you for taking the time to review NH The Lord Charles Hotel. Your feedback is highly valued as we use this to maintain and improve, where necessary, our level of service and facilities. Thank you for mentioning one of our best attributes which is our food. I am very sorry to read that you had some challenges during your stay. I can assure that this is not our standard and that I have already communicated your concerns to the relevant departments. I hope you will allow us to welcome yo back to our hotel in the future to experience innovations for an excellent stay. Warmest regards Daniel Méndez Hotel Director
5 out of 5
Recommended
for Everyone
by A verified traveler from New Zealand

Charming Lord Charles!

Posted Aug 14, 2014
Pros: The great hospitality of the accommodation and Lounge area which made you feel at home!
Cons: We did not feel that there was much needed in the way of improvement.
Location: Close to all shopping centres, restaurants and beaches and wine routes and places of interest!
We had a wonderful experience during our 3 week stay at The Lord Charles! From the moment we arrived we were made to feel very welcome by the friendly staff. The facilities were user friendly and comfortable. The restaurant and service was excellent and the food was at a high standard! Great staff and chef! It was very sad to leave as we felt like family. We will certainly be back there next year! Well done and thanks to all at The Lord Charles :) P&A New Zealand
Comment from Hotel Management
Apr 19, 2016 by Daniel Méndez, Hotel Management
Dear Guest We are delighted to read that you have enjoyed your stay with us here at NH The Lord Charles Hotel. Thank you for your great review on the comfortable rooms, the warmth and friendliness of the staff. We always go above and beyond to create an exceptional experience to our guest. I have also passed on your gratitude to the staff; as this will makes their hard work worthwhile. We look forward to welcome you back in the future to enjoy our innovations for an excellent experience. Warmest regards, Daniel Méndez, Hotel Director
1 out of 5
by A verified traveler

Poor service

Posted Mar 17, 2014
I had booked a superior room, with a terrace / patio / balcony. At arrival, there was no such room available - although paid for in full when I made the booking. The room they gave me was old and filthy. Full of cigarette burnmarks on carpet, bathroom filthy, and a lot of hair laying on linnen....... Not my hair! Shower had no shower head, with the result that everything in the bathroom got wet after having a shower. I am not coming back - waste of money and energy.
Comment from Hotel Management
Oct 4, 2014
We sincerely apologize that we did not meet your expectations with regards to the rooms, facilities and bathrooms. We have taken your feedback into account and will take action wherever possible. We assure you of our best attention always and hope that you will give us the opportunity to welcome you back in the near future. Warmest regards, The NH Management Team
1 out of 5
by A verified traveler

The room I booked and paid for, not available!

Posted Mar 17, 2014
Pros: Nothing
Cons: Room standard and service level from staff
Location: Great location
Service level was dissapointing. No help from management in getting the room I booked and paid for. Room was not nice. Full of cigarette burn marks on carperts. The shower had no shower head, not even a bottle of water available in the room.
Comment from Hotel Management
Oct 4, 2014
Being in the hospitality industry we rely heavily on constructive feedback as we continuously strive to improve the standard of our hotel which is an on-going process. We have taken your feedback onboard and will try everything on our power to take action where needed. We hope that you will give us another try in the not too distant the future. Warmest regards, The NH Management Team