Masawara Urban Retreat

The customer service at Masawara Urban Retreat was exceptional. They anticipated my every need, from providing free airport transfers to offering a variety of complimentary beverages (house wine, coffee, tea) and snacks (cookies - cupcakes - nuts). The staff was incredibly kind, attentive, and helpful. The spacious, clean room even included a walk-in closet. The experience was incredibly relaxing and enjoyable. To top it off, the spa treatments were top-notch

I did not like the smell of the complementary hair shampoo & conditioners (nothing wrong with them - good quality - but just too strong and not to my taste).

Staff were very helpful

The water ran cold at night after my wife showered

Masawara is calm and tranquil, the staff warm and extremely helpful. We loved the courtesy pick up and drop off at the airport too! Our room was beautifully set up and there was good space - lots of cupboard space and large bathroom.

No complaints

While the boutique hotel exudes charm and elegance, its management fails to meet basic necessities. Guests endure frustrating food and water shortages, tarnishing the experience. However, amidst these challenges, the staff shines brightly, providing exceptional customer service and attempting to mitigate inconveniences. Lindiwe was a gem and life saver in our trip, had it not been for her, we would have checked out and gone elsewhere!

The breakfast was excellent, made with great care and lots of love, it seemed. The location was good for being close to CBD but had a bit of a lonely environment. The staff was extremely friendly, knowledgeable, and helpful.

My room did not have a window (no. 3) and a sofa or a couch for guests to sit on.

Staff looked after us well.

Heavily over-priced. Breakfast is good but service very slow.

Clean, comfortable, room. Lovely ambience. Great food. Friendly helpful staff.

The shower.