Babylonstoren splits its contacts by what you actually want to do. Visiting the garden, staying over, booking the spa, ordering from the online shop and joining the wine club each have their own route, and using the general number for all of them is the slow way in.
Official contact channels
- Enquiries and bookings: 021 863 3852 or [email protected], daily 08:00 to 17:00
- Hotel reservations: [email protected], with [email protected] as a second address, daily 08:00 to 17:00
- Online shop and deliveries: 021 300 3919 or [email protected], Monday to Friday 08:00 to 17:00
- Garden Spa bookings: 021 300 3929 or [email protected]
- Wine club queries: [email protected]
- Press and media queries: [email protected]
Note that the online shop is the only desk that keeps weekday hours. Everything else answers seven days a week, so a delivery query raised on a Saturday will wait until Monday while a booking query will not. Wine trade enquiries are published against an individual staff member rather than a role address, so a trade approach is better sent to the general enquiries mailbox.
What this organisation provides
The farm combines a working garden open to day visitors with a hotel, the Babel restaurant, a farm shop and scented room, a garden spa, a wine cellar and an online shop. It also takes functions, weddings and productions, and runs a wine club. Because these are separate operations on one property, a booking for one does not include entry to another, and the garden entry fee is charged separately at the ticket office.
Address and operating information
Garden hours change with the season. In summer the garden is open Monday to Sunday 09:00 to 18:00 with last entry at 17:00, and in winter 09:00 to 17:00 with last entry at 16:00. The last entry time is the one that catches people out, because arriving an hour before closing is too late.
The farm shop and scented room open daily 09:00 to 18:00, extended to 19:00 from 13 to 23 December. Cellar tours run at 10:00, 13:00 and 16:00, last about two hours and must be booked in advance, and no under 18s are admitted on them. Spa treatments also require a booking rather than walking in.
Support and escalation routes
Raise a problem with the relevant desk first, quoting the booking reference, since reservations, spa and shop orders are tracked separately. If it is unresolved, the route depends on what went wrong rather than on which desk you dealt with. A complaint about a stay, a meal, a treatment or a tour is a service complaint, and a complaint about an item bought from the online shop or the farm shop is a goods complaint; both fall to the Consumer Goods and Services Ombud on 0860 000 272, with the National Consumer Commission above it. Cancellation and refund terms on a prepaid booking are set in the booking conditions, so read those before assuming a refund is automatic.
Sources
- Babylonstoren contact page: babylonstoren.com/contact
- Babylonstoren visitor information: babylonstoren.com
- Consumer Goods and Services Ombud: cgso.org.za