Masawara Urban Retreat

The staff were exceptional. They were super friendly and ever so helpful. We felt like old friends. From the shuttle driver to the cleaning staff were amazing quality people. Big thumbs up to everyone!!

I have no negative comments.

Customer service from the reservations team and spa ladies exceeded my expectations from the moment we stepped into the hotel till the end. Property is well maintained and clean.

The restaurant doesn't pay attention to food allergies even after repeating several times, we still received food with ingredients that we are allergic to. The hotel doesn't provide sufficient toiletries (tissue, toothpaste,toothbrush, soap) for guest staying for a longer period. The hotel doesn't provide tea/coffee making facilities in the room which is inconvenient. The hotel is not soundproof and gets very noisy till late night which is very disturbing for inhouse guest.

Everything was on point, staff always smiling and very helpful. It felt like home and the food was amazing

All the staff members like Lindiwe & Lynett are very nice people and give us a lot of help!

The place is very clean and well maintained

I liked every bit of it

The service from the host Patrick is the #1 advantage of this hotel!! I've stayed at 7-star beach resorts in the Emirates and though the stay didn't compare, having a personal host like Patrick was the only reason why this price was worth it. I love the special treatment, custom-made meals, being asked what I'd like to eat, where I need to go and any cultural question that came to mind, he would answer. He really made our experience special and one of a kind. The cookies daily in the room were a great touch along with the coffee bar in the hallway. The food was really tasty (but don't get the Thai curry), loved breakfast, the drinks were lovely, nice balcony, the art and photography was stunning, and I enjoyed the relaxing lounge but the neck massage didn't work. After traveling the world and staying in many resorts and hotels, I was amazed at the service of having a host and hostess for my every whim. It isn't a resort but a wonderful getaway retreat.

No spa service!! Everything was always booked up by outsiders that do not stay at the hotel. All we really wanted was a massage. Patrick tried his best but the lady made no changes. There was a space pod portable steam sauna but my personal one at home is much better. It was uncomfortable, but I do appreciate they had it. If someone is paying such a price for staying in the hotel they should make sure to have two-hour slots available for people staying at the hotel to get a massage. Also, each room only had one bed, but many people come for business trips. The wall on the patio needed some maintenance. They should expect to have rooms with two beds as internationals do not commonly sleep in bed together. It's too much money for this not to be thought of. There wasn't a great view or things to do for adults either. There wasn't a store to buy anything which would have been nice. The bathtub was too small. Lastly, the price does not meet the 5-room 'resort' standards; with no cultural activities. They should look into shuttle services to local cultural centers or safaris. There was short blackout and also the internet was terrible so I wasn't able to get any work done which put me in a bad position with my customers. But overall, Patrick, the hosts, and staff made the entire experience awesome!!!

The breakfast selection was excellent and delicious with the staff eager to ensure your breakfast order was exactly how you would like it they could not do enough to make sure you were happy and satisfied.

Every was perfect

Very relaxing atmosphere. The delicious food and amazing Spa downstairs. Customer service on point.

Nothing