1/2 star service

Unfortunately I made the mistake of booking at this lodge for my wife’s birthday, from 22 to 24 Sep 2019.We reached the resort at 6.00am with an unfriendly welcome. We were there for a game drive and not too check in as they assumed.

The game drive was 1hour 45minutes not 2.5 hours as communicated.

At the breakfast table we had to ask for service for coffee etc. with a blatant disregard for myself and my wife seated. Tables adjacent to us were served and eventually we had to ask for assistance.

Then the unit was susceptible to noise from adjacent rooms. Yes, they did move us to another unit but had no ventilation without opening a window.

Unorganized booking. They had our event dates incorrect. No reminders of events booked. We subsequently missed our elephant experience. Yes, we eventually looked back on email trail and found a confirmation which wasn’t aligned to the front desk. There was no reminder at check in or check out which is standard service at all other hotels we stayed at.

I had to call in several times to initiate a resolution. Again sub standard attitude from the reservation manager Pat. An “investigation” took 2 weeks.

There’s evidently an attitude issue within this organization that’s undesirable in the hospitality industry which should be addressed.

It was a good amount of money spent and every guest should feel equal and welcome.

Upon asking for a refund only for the elephant experience that we missed out on. The offering from the GM Dave Atherstone was a “token of goodwill” where we would effectively be paying 50% toward our next stay and 50% of Elephant experience that we full paid for previously and the cost of driving through. Laughable. Claimed 4 star lodge with 1/2 star service.

Rather seek alternative accommodation at Pilanesberg/ Nambiti/ Dinokeng etc.