Vivari Hotel and Spa by Mantis 5 stars

Customer review rating (ALL Rating) 4.6/5 464 reviews

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1 Riviera Lane, Featherbrook Ext 8, PO Box 576, Featherbrooke, 1739, 1732 JOHANNESBURG, South Africa

Description

Hotel extras

  • Redefine the way you unwind at Vivari Hotel & Spa

  • Relax in thoughtful luxury

  • Vivari inspires holistic wellness

  • The Medi-sculpt Aesthetics Clinic and Vivari Aesthetics Surgery

  • Sophisticated and intimate wedding venue

Our accommodation(s)

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Hotel location

Vivari Hotel and Spa by Mantis

1 Riviera Lane, Featherbrook Ext 8, PO Box 576, Featherbrooke, 1739
1732 JOHANNESBURG
South Africa

GPS:-26.06951, 27.83898

Telephone
Fax +27 10 594 4100

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Shuttle
  • Restaurant
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

BRAMBLES

The Vivari dining experience has been carefully crafted and curated to enhance your holistic journey, with an emphasis on freshness, abundance and health. All our 'farm to table' ingredients and produce are organically, ethically and sustainably sourced.

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

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ALL Rating  4.6/5  464 reviews

TripAdvisor Rating  4.5/5  39 reviews

Horrible Treatment Towards Pregnant Woman, Forced To Delete Reviews on Googl

TripAdvisor rating 1.0/5

Anele M TripAdvisor review

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 I’ve been having with them plus them agreeing to giving me a full refund). This morning her employees sent me an email stating the same. Never in my life have I seen or experienced such, my review is my experience and I can not be forced to delete the way I was treated?! Today she’s been calling me names, accusing me of being malicious plus not being a decent person because I refuse to delete the review of the experience that I had at HER HOTEL FROM HER STAFF. The tone and manner in which she’s been texting me is so alarming plus scary. I’m so sad and so disappointed in Vivari plus the way I’ve been treated by the hotel owner as well as Sam the spa receptionist.

Dear Anele, It is with great regret that the Hotel team, along with the hotel owner, have made every effort to address your concerns following your dissatisfaction with the service provided by Sam, a spa front desk receptionist. Upon receiving your email detailing your 'negative experience' with Sam, the owner, Dr. Reddy, responded promptly within 48 hours to conduct an investigation into the incident. The hotel management team informed the owner that Sam was visibly agitated on CCTV footage. Subsequently, the hotel owner reached out to you, extending apologies on behalf of Sam, offering a refund for both spa treatments (the refund was meant to be for you only since you were pregnant, but as a gesture of goodwill, we refunded your husband’s treatment as well ), and further providing a complimentary night's stay with dinner and breakfast. The owner explained that Sam, typically a courteous employee, was dealing with a family emergency that led to her uncharacteristic behavior as a front desk receptionist. The CCTV footage only showed Sam speaking hurriedly to you. It is customary for such gestures from the hotel owner to satisfy a guest and maintain positive relationships. It is unprecedented for a guest to accept such offers and then publicly tarnish the hotel's reputation, as you have done. The hotel owner reached out to you seeking clarification on your actions. The owner requested that you remove the negative review, as a refund and complimentary stay were offered in good faith. It would be illogical to proceed with these offers after the hotel's reputation had been damaged. The hotel is not legally obligated to compensate you, and the hotel expected you to act in good faith. After reviewing the video and audio evidence of your interaction with Sam, the owner concluded that the situation had been blown out of proportion. She explained that Sam's behavior was influenced by her father's hospitalization and was not as rude as portrayed. Your response, stating, "I could not care less about her father being hospitalized, I didn’t pay to hear your soppy stories," was perceived as malicious by Dr. Reddy. Despite appealing to your sense of understanding, as a fellow business owner, Dr. Reddy found your insistence on publishing a negative review and demanding compensation to be unreasonable. Dr. Reddy found your harassment of the hotel staff for a refund to be unwarranted and believed that you were exacerbating the situation unnecessarily. She did not threaten or bully you in any way, merely requesting the removal of the review to facilitate the compensation process. While it is within your rights to publish your review, the hotel reserves the right to withhold compensation if its reputation is compromised. Dr. Reddy noted your continued demands for a refund via email after you blocked her on WhatsApp. She found it contradictory to accept compensation while disparaging the hotel publicly. The hotel is perplexed by your actions and hopes to resolve this matter amicably. Such behavior is unprecedented and concerning, and the hotel hopes that this will be the first and last time such a situation arises. We have observed that you posted duplicate reviews on Google, resulting in a violation of Google's policy regarding bullying and harassment. Consequently, both reviews have been removed by Google. We are genuinely concerned about your intent. Sincerely, Jay- Operations Manager

Customer review rating 5.0/5

Dustin Business - Confirmed reviews ALL

The experience was great.

Enjoyable stay

Customer review rating 4.5/5

Anonymous Business - Confirmed reviews ALL

It was an enjoyable stay however I don't think safety was considered during building stage. There are a lot of steps and uneven surfaces. Also, the glass panel staircase rail in restaurant poses an injury risk and stair steps pose a risk of bumps to the head.

Just Beautiful

Customer review rating 4.5/5

Minette S. Business - Confirmed reviews ALL

Staff are so friendly and professional. Loved every moment and will definitely go back.

All the above

Customer review rating 5.0/5

Anton Business - Confirmed reviews ALL

Awesome stay, food and tranquility. Beautiful rooms and awesome venue

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Other web-users rate our hotel

  • 53 reviews 9.5/10 Location
  • 168 reviews 8/10 Room
  • 309 reviews 8.6/10 Service
  • 183 reviews 7.6/10 Food
  • 86 reviews 8.9/10 Wellness Area
  • 63 reviews 9.8/10 Vibe
  • 51 reviews 7.7/10 Cleanliness
  • 27 reviews 5.7/10 Breakfast

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