Whale Cottage Portfolio Blog

One could see it coming!   With numerous reports over the past month indicating that ticket sales for the World Cup were not as brisk as they should be, especially from non-South African countries, it has now been announced that prices of category 2 and 3 tickets have been slashed by FIFA, reports the Weekend Argus.

Instead of costing up to R 840 a ticket, category 2 and 3 tickets will now be sold exclusively to South Africans at R 140, on the www.fifa.com website, at FNB branches, or telephonically at 083 123 2010.

Furthermore, the number of category 4 tickets, the cheapest tickets, and offered at a special low rate to South Africans, will be increased, to boost sales, and to ensure that the stadiums are full on match days.   “The plan to discount tickets comes as Fifa admitted that projected inflow of tourists coming to the World Cup would be much less than expected”, writes the newspaper.   FIFA’s General Secretary, Jerome Valcke, told a British newspaper that it was trying its best to get more South Africans to buy tickets.

While the ticket price reductions make the tickets more affordable to South Africa’s soccer fans, those that had bought tickets already are angry that they bought them at the higher prices.  

No arrangements appear to have been made to encourage more ticket sales from other African countries, where soccer fans have complained that technological contraints in booking tickets via the internet, as well as general lack of credit card ownership, are impeding sales in those countries.

WhaleTales speculated that in a “FIFA flop”, ticket prices would drop, and that more South Africans than international soccer fans would watch the matches, a disaster for the hospitality industry, as the accommodation, restaurant, and other related services would not be required by locals, and would not be affordable to many of them, given that pricing had been set at 2010 summer rates + 10 - 20 % for the international market.

Chris von Ulmenstein, Whale Cottage Portfolio: www.whalecottage.com

The Whale Cottage Portfolio has increased the traffic to its website six-fold in one year, since embodying social media marketing, and has exceeded the 30 000 visitorship for the first time this month.  In 2009 a total of just fewer than 200000 unique visitors was recorded.

In January 2009 4850 unique visitors (i.e. unduplicated visitorship) had accessed the website, four months after Whale Cottage had started this blog www.whalecottage.com/blog.   At the end of December this had grown to 27 928 unique visitors.

The major impact on the growth in web traffic has been persistent blogging, with the target of one blog post published per day having been met with one or two exceptions.   Performance improved once the blog posts were posted during mid-morning, instead of just after midnight, when they had just been written.   This post is the 500th written on this WhaleTales blog.

Twitter has made a significant contribution too, with it serving as an “announcement” of what one has blogged about, providing a link to the website which can be accessed for more information, given its 140 character space restriction.   Whale Cottage has close to 700 followers, and has written more than 2 000 tweets to date.   Facebook has played only a small role in contributing to web traffic.

Cross-referencing has also assisted in the growth in Whale Cottage’s visibility, in that the social media links are part of the Whale Cottage e-mail signature; in that the WhaleTales newsletter invites its readers to follow Whale Cottage on Twitter and Facebook; and the blog has an RSS feed link, to enable regular readers to receive the latest WhaleTales blog post, and it has links to the Whale Cottage Twitter and Facebook pages.

New traffic to the website has come from restaurant reviews in particular, especially for new restaurants.  Few restaurants have websites, and do not understand about search engine optimisation.  Some Whale Cottage restaurant reviews have outperformed the restaurant websites in terms of the Google ranking on page one of a search on a specific restaurant.   Where other websites provided a link to the Whale Cottage blog in cases of restaurant controversy (e.g. Portofino, Carne), traffic to the website has been enhanced.

In 2009 the top 10 blog posts that were read most often were the following:

1.   Spar Sweet and Limelight Sour Service Awards (8 838)

2.   Petrol price drop best Christmas present for tourists (5119)

3.   Franschhoek goes Italian (Allora review) (4394)

4.   Rebel restaurateur a hit at Portofino (3 360)

5.   SA presence on top 50 restaurant list grows (2 468)

6.   Prince Albert celebrates in Fresnaye (2 276)

7.   Whales beach on Kommetjie beach (1 984)

8.   Minstrels do it for Cape Town (1 698)

9.   Table Mountain only SA New7wonders nominee (1 570)

10.  Sun Princess to visit Cape Town (1 510)

The most popular restaurants in Cape Town at the moment, based on restaurant reviews accessed on the Whale Cottage Portfolio website via Google this month, are Duchess of Wisbeach, Vaudeville and Kuzina.   

Chris von Ulmenstein, Whale Cottage Portfolio: www.whalecottage.com

The Sweet Service Award winner is Robert’s Roofing, for fixing the roof of Whale Cottage Camps Bay on 17 December, four days after a gale force southeaster had taken 100 tiles off the roof.  Despite a public holiday falling into this week, and the builder’s holiday having officially started two days prior, and numerous buildings’ roofs in Cape Town requiring repairs in the aftermath of the storm, the company came just in time before it rained. 

The Sour Service Award winners this week jointly are Nedbank (Sour Award), ID Solutions (Sour Award) and Limelight (Sour Award), for threatening legal action against WhaleTales for their Sour Service Award nominations, not being able to face up to feedback about the poor service experienced first hand.   Big-bully tactics will not make WhaleTales withdraw its Sour Service Awards.  Freedom-of-speech is allowed in the South African constitution.

The WhaleTales Sweet & Sour Service Awards are presented every Friday on the WhaleTales blog.  Nominations for the Sweet and Sour Service Awards can be sent to Chris von Ulmenstein at info@whalecottage.com. Past winners of the Sweet and Sour Service Awards can be read on the Friday posts of this blog, and in the WhaleTales newsletters on the www.whalecottage.com website.

The Sweet Service Award goes to Ian Halfon and his team at Belthazar restaurant, a consistent winner of the Best Restaurant in the V & A Waterfront Award.   Halfon is a busy man, also owning Balducci’s in the V & A Waterfront, and a franchised collection of St Elmo’s woodfired pizza branches around the country.   However, he is not too busy to be hands-on at Belthazar, last evening even helping in the kitchen, complete with his chef’s uniform, and to make time to chat to his customers, and to offer them a glass of wine.   Belthazar offers one of the largest collections of wines-by-the-glass in South African restaurants, and serves excellent quality steaks in particular.   The food, service and wine range offered is exemplary. 

The Sour Service Award goes to Robben Island, for closing just before the Heritage Day long weekend, due to a technical problem with its ferry.   The company announced the “indefinite” suspension of the service, while it waited for a replacement part to be flown in from Germany.   Tourists who had booked tickets were met with a notice, and were not contacted by the company.   No contingency planning had taken place, over a weekend that saw the first signs of a recovery from the poor tourism weeks preceding Heritage Day.   The ferry trips appear to not have been re-instated, judging by Robben Island’s website.   Robben Island’s management is regularly in the news, for alleged financial irregularities and overspending.   The Island is one of the most popular tourist attractions in Cape Town, and it reflects badly on the professionalism of Cape Town as a tourist destination, especially given the 2010 World Cup being just over 200 days away.

The WhaleTales Sweet & Sour Service Awards are presented every Friday on the WhaleTales blog.  Nominations for the Sweet and Sour Service Awards can be sent to Chris von Ulmenstein at info@whalecottage.com.   Past winners of the Sweet and Sour Service Awards can be read on the Friday posts of this blog, and in the WhaleTales newsletters on the www.whalecottage.com website.

As MATCH is unable to fill the missing 15 000 beds it requires to accommodate FIFA’s officials, sport teams and ticket package holders, it has made the shock announcement that it is letting go of its requirement that 2010 World Cup accommodation must be graded by the Tourism Grading Council, reports the Southern African Tourism Update.

MATCH requires 55 000 rooms, and has contracted 40 495 rooms to date, of which 75 % are hotel rooms and 25 % small accommodation rooms.

The report says that MATCH will use its “discretion” to select non-graded accommodation for the event.   The Memorandum of Understanding between the Department of Tourism and MATCH will be amended to reflect the grading requirement change.

However, Minister of Tourism Marthinus van Schalkwyk was adamant that he preferred that graded accommodation be used: “The South African government neither supports nor promotes the use of non-graded accommodation establishments.     Furthermore, the South African government respects the right of all accommodation establishments, whether graded or not, to choose whether they want to contract with MATCH or not”.  These are interesting words, reflecting the Minister’s understanding of the resistance to MATCH by the small accommodation sector, regularly reported by WhaleTales in this blog.

In the media statement, MATCH reiterated that it will not contract private homes, an initiative driven by Seeff and Pam Golding estate agencies.

FEDHASA National CEO Brett Dungan addressed the Parliamentary Portfolio Committee last week, and trashed the Sunday Times report of a week prior, which described the resistance from the small accommodation sector to FIFA’s “MATCH-fixing”.   Southern African Tourism Update reports that Dungan said that MATCH requires ”100 000 rooms”, clearly an exaggeration of the FIFA accommodation requirement.   Dungan is also quoted as saying that only 13 % of small accommodation establishments have contracted with MATCH, which, if correct, reflects how deep the distrust of MATCH is by small establishments.   Dungan also is quoted as saying that a 20 % commission is a standard fee to pay when receiving business from tour operators.  Once again he appears to be poorly informed, as MATCH is taking a 30 % (not 20 %) commission on top of the 2010 accommodation rates, a most exceptionally high rate.   Dungan did acknowledge that there would not be enough accommodation in each of the towns and cities with 2010 soccer stadia, according to the report.

One of the solutions to general accommodation during June and July 2010 is cruise ships, not for MATCH, but for soccer fan groups and individuals.   The QE2 from Dubai was reported to have requested docking in the Cape Town harbour, but Minister van Schalkwyk had strongly rejected the request, saying that South African accommodation establishments should be supported.  

The latest news on cruise ships is that a German based company Moltke Promotion GmbH, through its subsidiary One Ocean Club,  has partnered with IKapa Tours & Travel.  The MS Noordam is reported by Southern African Tourism Update to be based in Durban harbour, accommodating soccer fans, who will be taken to Port Elizabeth for the quarter final, and for the third and fourth place play-off.   The MS Westerdam will be based in Port Elizabeth for the first half of the soccer tournament, and then will be cruising between Port Elizabeth and Cape Town in the second half.

Chris von Ulmenstein, Whale Cottage Portfolio www.whalecottage.com]

The best tourism news in a long time is the announcement by Frankfurt-based Kleber PR Network that it has been appointed to market Cape Town, reports DeinTouristNet.

Kleber PR Network has good experience of marketing South Africa in Germany for the past 15 years, having been the PR company in Germany for S A Tourism for many years, until the local national marketing body appointed Ogilvy as its new advertising agency, with an affiliated PR company, therefore relinquishing its relationship with Kleber.  

Whale Cottage has accommodated S A Tourism journalists over the years, and can vouch for the knowledge of and passion for Cape Town and the rest of South Africa of the Kleber PR Network executives. 

Hanna Kleber, CEO of Kleber PR Network, said: “Kapstadt hat jede Menge Potential und wir freuen uns darauf, die Stadt mit gezielten Maßnahmen weiter im Urlaubs- und Businessreise-Markt zu etablieren.   Mit seiner traumhaften Lage an zwei Weltmeeren, dem spannenden Mix aus Nationalitäten und Kulturen und einer landschaftlichen Vielfalt, die ihres gleichen sucht, hat sich Kapstadt in den letzten Jahren als eine der großen internationalen Lifestylemetropolen einen Namen gemacht. Im Zuge der FIFA Fussballweltmeisterschaft 2010 - wird die Stadt zudem als wichtige Austragungsstätte im Fokus der Öffentlichkeit stehen.” (Kleber PR will further enhance Cape Town’s presence in the leisure and business tourism markets, and will position the city as a lifestyle metropole, being very much in the focus for the 2010 World Cup.)

One wonders why Cape Town Tourism does not communicate such exciting news to its members.  WhaleTales recently criticised the lack of visible marketing by Cape Town Tourism and by Cape Town Routes Unlimited, but neither of the two bodies responded to this criticism.  

The appointment of a PR company to market South Africa’s top tourism asset is fantastic news, and would delight its members, especially at a time when membership renewals are due!

Communication with Mariette du Toit-Helmbold, CEO of Cape Town Tourism, has confirmed the appointment of the Kleber PR Network for the marketing of Cape Town in Germany, and she also communicated that a PR company has been appointed in the UK.  A similar appointment is expected in The Netherlands shortly.

Read the full report here

Chris von Ulmenstein, Whale Cottage Portfolio: www.whalecottage.com

The Sweet Service Award  goes to Murnier and his team at Value Car Hire.  Earlier this week a Whale Cottage Camps Bay guest inadvertently took the room keys with him when he checked out, and called the guest house from the airport.   He tried to find a way to get them back to Camps Bay.   Value Car Hire, with whom Whale Cottage has a long-standing relationship, had staff at the airport, and they kindly met the Whale Cottage guest at the check-in counter, and then delivered the keys back to the guest house.  A whale of a thanks to Value Car Hire!

The Sour Service Award goes to ‘Blonde’ Oscar Kotze of Beluga restaurant, for asking this writer to leave the restaurant when invited for lunch as a member and Chairman of the Camps Bay Accommodation association.    Kotze is a director of the Caviar Group of restaurants, which also owns Sevruga and the Caviar deli, as well as Blonde restaurant, which is to open in February.    The reason for the eviction appears to be that Beluga sister restaurant Sevruga received a Sour Service Award from WhaleTales more than 2 months ago in regard to the poor handling of the Penny Vincenzi launch lunch (see here).      The Marketing Manager Sam Obery was in a state, repeatedly being instructed by Kotze by phone to ask the writer to leave.  The staff ignored the writer, even though she sat at the table with her guest house colleagues, not taking her food order, and not serving her drinks other than water.   Kotze was asked to call the writer, but he refused, and also refused to take the call from the writer.  He instructed his staff to call the police, so that the writer could be evicted by them!   Kotze is short-sighted, as he had a fantastic opportunity to make good the writer’s perception of the Caviar Group of restaurants, which unfortunately has worsened as a result of this incident.   Ms Obery was severely embarrassed, understanding that in marketing one tries to turn things around to the positive, and that her marketing effort to attract business from guest houses in Camps Bay had become a PR flop. A smart restaurant owner would have called the writer, and thanked her for the Sevruga feedback, and asked her to retry the food and service that she had critiqued.   The marketing documentation presented to the guest house owners at the lunch was not adapted to be relevant to the guest house group, it thanking the guest houses for “coming to our fabulous cocktail party… this evening”, when it was a lunch they attended!

The WhaleTales Sweet & Sour Service Awards are presented every Friday on the WhaleTales blog.  Nominations for the Sweet and Sour Service Awards can be sent to Chris von Ulmenstein at info@whalecottage.com.   Past winners of the Sweet and Sour Service Awards can be read on the Friday posts of this blog, and in the WhaleTales newsletters on the www.whalecottage.com website.  

The Sweet Service Award  goes to M-Web, the largest supplier of internet services in South Africa, who have passed on their broadband savings to their customers.  All M-Web subscribers will receive at least one extra GigaByte of broadband for their subscriptions, without an increase in their subscription fee. Even a booster package of R 99, which bought 1 GB in the past, will now supply 1,5 GB.

The Sour Service Award  goes to the SABC TV Licence department, for their inability to provide a tax invoice - instead they issue a statement, yet expect to be paid for the new annual subscription.   A SABC TV call center employee refused to provide the Invoice initially, until the centre supervisor’s assistance was requested.  Given the financial problems of the SABC, one wonders why their staff are so arrogant and rude to TV viewers, as they should be welcoming payment, and make it as easy as possible for TV licences to be paid.

The WhaleTales Sweet & Sour Service Awards are presented every Friday on the WhaleTales blog.  Nominations for the Sweet and Sour Service Awards can be sent to Chris von Ulmenstein at info@whalecottage.com.   Past winners of the Sweet and Sour Service Awards can be read on the Friday posts of this blog, and in the WhaleTales newsletters on the www.whalecottage.com website.

As a small operator, it has often felt like David versus Goliath when WhaleTales has criticised MATCH, FIFA’s accommodation agency, in its terms and conditions of wanting to do business with small accommodation establishments for the 2010 World Cup.

Whale Cottage has been vindicated for its brave public stand against the MATCH terms, which it first wrote about in a WhaleTales newsletter dated June 2007, soon after MATCH did its first presentation to the Cape Town hospitality industry at the Cape Sun.  

An in-depth article in the Sunday Times of 13 September says what Whale Cottage has been saying for the past two years - that MATCH is a rip-off as far as accommodation for visitors to South Africa is concerned in 2010, and that many other accommodation establishments are saying so too, and are not contracting with MATCH.

Initially MATCH set very stringent criteria for hotels, and for small accommodation establishments, the latter being an accommodation category not previously utilised by MATCH, but necessary due to the 55 000 beds required for the FIFA officials, the media, VIP visitors, and package purchasers.

The major complaints from small accommodation establishments related to the setting of the rate, initially dictated by MATCH as being the 2007 rate + 16 %, of which MATCH would take 30 % commission.   There was to be one uniform cancellation policy, despite the poor track record MATCH has in cancelling hotel rooms in Germany in 2006, without compensating the establishments.  MATCH dictated that 80 % of an establishment’s rooms were to be made available to MATCH.   Payment would only be received on the day of arrival of the guest, by means of a sealed cheque, which the accommodation establishment could only bank the following day.   No deposits were to be payable upfront.   Whale Cottage tried to reason with the MATCH authorities whilst it was a member of the FEDHASA Cape Board, but little attention was paid to the needs of and feedback from the small accommodation sector, given that FEDHASA is an hotel association looking after its large hotel member needs first and foremost.

Regular criticism of MATCH and its terms, and the company’s inability to sign up the required number of beds - it is still about 15 000 beds short of its target - led MATCH to relax its conditions, in that the cancellation policy has been relaxed somewhat, in that establishments may set their own “fair” accommodation rates, and that MATCH will take 30 % on top of this rate as its commission.   From the outset MATCH, and FIFA’s PR machine, has stated that 30 % is an average rate of commission paid by the accommodation industry, which is blatantly untrue, given that the norm is 10 %, and at most 20 % for operators with whom one has done business for a long time.

Accommodation establishments in Cape Town, especially along the Atlantic Seaboard, are receiving a steady flow of 2010 bookings, and therefore do not need MATCH to sell their rooms.   The accommodation rate norm is to use the summer rate for 2009/2010 and to add 10 % to set the 2010 World Cup rate.   These establishments are receiving the cashflow benefit of 50 % deposits at a time when the credit crunch is still making itself felt.

What is most interesting about the Sunday Times article is that it stated that one of the directors of MATCH Hospitality shareholder Infront Sports and Media is Philippe Blatter, nephew of FIFA President Sepp Blatter. MATCH Hospitality was contracted in 2007 to sell tickets and suites for FIFA matches, for the 2009 Confederations Cup and the 2010 World Cup in South Africa, and the 2014 World Cup in Brazil.  MATCH Hospitality is said to have paid $ 120 million for the rights to provide hospitality services at the FIFA events.

MATCH Event Services belongs to Byrom PLC, a British company, says the Sunday Times, selling 55 000 rooms, transportation and tickets as all-in-one packages, which will make it far more difficult for soccer fans to see how badly they are being ripped off.   In the Sunday Times article, for example, angry Kruger National Park regulars state that they cannot book the Kruger Park accommodation, as it has all been contracted to MATCH, at prices 400 % above the normal rates.

The Sunday Times article contains quotes from the CEO’s of Southern Sun, City Lodge and Protea Hotels, all praising and supporting MATCH, and downplaying the size of the MATCH commission.   Given that these are the largest hotel groups in the country, which will benefit greatly from its MATCH bookings, they cannot but sing the praises of MATCH. 

What has also been confirmed by the Sunday Times article, and is something Whale Cottage has been concerned about, is that the bulk of the commission which MATCH will be making, plus FIFA’s profits generated from the Word Cup, will leave South Africa.    On the accommodation side alone this could easily amount to R 330 million at a most conservative estimate.

Whale Cottage Portfolio: www.whalecottage.com

Following on from the restaurant opening news posted on the WhaleTales blog less than a week ago, more restaurant opening (and temporary closing) news has reached WhaleTales.

Reuben Riffel, who opened a small 30-seater restaurant in Robertson last month, has two new babies up his sleeve - he and his wife Maryke are expecting the birth of their first child in the next week.  He is also planning his next restaurant opening, in the old Pippin farmstall building at the entrance to Franschhoek, alongside the Franschhoek Cellars, focusing on steaks.    Reuben’s has a new attractively designed menu, in A3 size, listing his starters (expensive in ranging from R 58 - R 75), mains ranging from R 89 - R 145, and desserts expensive in ranging between R 50 - R 70.   Interestingly,  his new menu has a listing of the who’s who cooking in the kitchen, with Reuben listed as the “Concept chef”, and his executive chef as William Carolissen, his commis chefs as Luzette Riffel and Lizel Blanckenberg, and his pastry chef as Corien Hattingh.   Unfortunately this can only mean that Reuben will be less likely to be in the kitchen himself.    The duck liver starter especially, but also the calf’s liver main course, were excellent last night, and the service good.   The only complaint was that a vintage of Lynx wine by the glass stated on the winelist was no longer available, and the waiter did not inform the customers about this.  He was ready to pour a younger vintage without communication.

Adrian Buchanan, who was the chef at Monneaux restaurant at the Franschhoek Country House for many years, has recently opened a restaurant with two partners at Freedom Hill Country Restaurant on the road between Paarl and Franschhoek, near the Wemmershoek Dam.

In Franschhoek Allee Bleue will be a space to watch, with ambitious plans for two further restaurants to open on the estate in the summer, in addition to its Bistro.  The estate has re-opened for weekend dinners and brunches.  It has also just introduced picnics 7 days a week, at R 145 per head, with delicacies such as avocado ritz, snoek pate, roast beef, and chocolate mousse.   

The Bombay Bicycle Club, which has a namesake in London, but is no relation, opened recently where Amigos used to be at the top of Kloof Street in the City Bowl, and Richard Griffin, previous owner of the liquidated Madame Zingara, is one of the partners.  The opening and his involvement have been very low key.   The restaurant is booked out up to 3 weeks ahead over weekends, yet has received less than favourable feedback on restaurant review websites.

Chenin has opened as a restaurant and a wine bar where The Nose Bar used to be in the Cape Quarter, with chef Daniel Heyns, previously with Zevenwacht and ZeroNineThreeTwo, reports EatOut.

In Sea Point, two restaurants have opened: La Boheme on Main Road, and Duchess of Wisbeach, on Wisbeach Road.  Reviews will be posted on the WhaleTales blog shortly.

Not much is known yet about the projects that chef Bruce Robertson is consulting on, but they are said to be a new restaurant each in Woodstock and in Franschhoek. 

Just six days ago, WhaleTales wrote how the financial shenanigans of Conrad Gallagher had affected the business of Bouillabaisse and Crepe Suzette in the Rockwell Center in De Waterkant.   Its unfortunate location, in being hidden from view from Somerset Road, and the demise of the promised epicurean food market in the Centre, severly impacted on the business of the two restaurants, with the Main Ingredient newsletter just 2 weeks ago writing a denial by Bouillabaisse that it was closing down in Cape Town.  Today the restaurant sent an e-mail to its database, to say that both restaurants have closed in Cape Town, and are relocating to an undisclosed address in Cape Town, re-opening in November.  The Bouillabaisse website also carries the news, and the restaurants’ telephone rings through to a Telkom answering service.

Whale Cottage Portfolio: www.whalecottage.com