Despite being told we had “the best room”, the blinds were broken, the walls were peeling, the shower was broken, the bathroom was mouldy, and the fridge was broken.
For dinner, we ordered lamb and mash potato as we had seen an image online that looked great. When it arrived, there were chips on the plate and the lamb was full of bones and fat which made it inedible.
The next day, we had to meet our safari driver at 5am. However, when we tried to go through to reception, all of the doors were locked and the lights turned off. This is different to the 24/7 reception advertised. We had to walk around the building in the pitch black. The welcome letter said to watch out for poisonous snakes and elephants. This was an extremely stressful moment, particularly as two young women in the middle of nowhere.
We spoke to the general manager who was originally apologetic and agreed that renovations were necessary. However, when we requested a partial refund to reflect the quality of service, he started interrupting us and lying that someone was on reception at 5am. What is worse is they refused to get it up on CCTV. Upon our departure, the general manager decided to go outside and speak to our driver. He complained about us which again made us feel unsafe.
It’s a shame because some staff were lovely, and the swimming pool and beach front are nice – but the only thing 4-star about this hotel are the prices.
They have still refused our refund request and Hotels.com have been useless.
