Vivari Hotel and Spa by Mantis

The hotel side was beautiful, the customer service was wonderful and the restaurant was also exemplary. Now for my complaint. I arrived at the spa at 11:50. When I got there I told Sam that I’m anele and I’m here for my appointment with my husband however we won’t be using the jacuzzi as I’m pregnant and still in my first trimester so I can’t. She then proceeded to give me the most horrific experience of my life. She said we can’t get the massages as I’m pregnant and should’ve requested a pregnancy massage. I stated that I wasn’t made aware of that nor was it written in the terms & conditions but I did tick that I’m pregnant on the form I was sent for my husband and I. She ignored this. Then proceeded to say I’m rude and I asked how cause I’m trying to explain to her that I booked. She kept saying I’m wrong and was supposed to inform the spa that I’m pregnant when I called to book. I said I didn’t call and booked everything online. I then said it’s okay we won’t do the massage but can I get my money back then. She said I won’t be refunded and I left then went to reception. At reception Kagiso and Joy called her down. She still proceeded to be extremely rude to me and to speak to in in an extremely disgusting manner, Joy tried calling her aside and was telling her that’s not how a client is spoken to and she ignored this and kept talking to me rudely. I have never in my life been disrespected like this she even said I’m claiming to run a business but I’m rude, I was never rude to that lady in any way shape or form. I got to reception extremely upset and was not rude to Kagiso or Joy, if I was a rude person then surely I would have been rude to them to but nobody else in the establishment can say I was ever rude to them. Even Sam I kept asking her to not speak over me as I was trying to explain over and over that I wasn’t informed that pregnant people can’t get the massage. I’d like my money back please for the spa that was paid as I will never be coming to Vivari again, Sam left a very unpleasant taste in my mouth. Worse today is my husband and I’s anniversary but she’s ruined it for us and we had to checkout and leave. Please teach your spa stuff customer service plus how to deal with clients, I’m horrified plus traumatised at the experience I received. I posted my initial review 19 November and have an update today, 26 November. I was sent a WhatsApp by the owner of the place Dr Redd and she “apologized” on behalf of Sam plus used her having “family issues” as an excuse for the way I was treated as a pregnant woman plus the distress I was caused. She assured me that I would get refunded for the spa plus they offered a complimentary night stay which makes 0 sense to me as we had to forfeit the one night we had already paid for because of her employee. Last week she kept texting me to delete the review then Friday told me that I won’t get my refund unless I delete the review. (I’ve got screenshots of all the conversations

The best overall spa experience we’ve had. The place itself was amazing, the staff super helpful and the rooms were impeccable. I thoroughly enjoyed my stay. The restaurant is gorgeous and the food and service were even better. I’m definitely going to be a regular at this place.

Very efficient and helpful team - venue is lovely, guests felt like they were not even in JHB. Definitely will be going back. Food was amazing as well! The rooms are spacious and extremely comfortable. They have some great weekend specials for the family - pizza at the pool, etc.

This was the best experience ever. We were celebrating our birthdays, Husby and I and wow! What an experience! The service from the staff, their friendliness and kindness! Thank you Joy for making this an unforgettable birthday ever!!! Thank you so much.

The service is super amazing, first day i came was with my husband for my birthday,the place is breathtaking,the staff is extremely professional and friendly, within two weeks i came back alone for my facial and i must say, the pamper exceeded my expectations,definitely worth the drive

I am a perfectionist and I never thought I would be so highly impressed in my life without having few complains there and there. The staff at Vivari Spa exceeded my expectations, their service, their professionalism , their punctuality, their hospitality , their fruendlynes is outstanding. The environment and the tranquility of this place would want you to stay forever. Thank you for everything. I will be seeing you soon again.