Omar A

A Deeply Disappointing and Hurtful Experience at Cradle Moon Lakeside Game Lodge

A Deeply Disappointing and Hurtful Experience at Cradle Moon Lakeside Game Lodge Our recent visit to Cradle Moon Lakeside Game Lodge turned out to be one of the worst experiences we've ever had. We were incredibly excited to bring our family visiting from London for a peaceful day out—just a simple hike and coffee at a place we’ve always loved and supported. Upon arrival, we got out of the car with water for the hike and some light snacks in the kids’ hands. A staff member driving a golf cart politely informed us that no outside food or drinks were allowed and that we should purchase from the on-site shop. Fair enough—we respected that and began putting everything back into the car. However, what followed was shocking and completely unacceptable. A woman named Shante (Name given to me by management) came running out of the shop while we were still in the parking lot and aggressively told us: “Go from here! We don’t need people like you here. Just go.” This was said in front of our young children, who were frightened and confused. We were stunned—not only by the hostility but also the blatant disregard for basic respect and hospitality. She then turned around and walked back inside as if nothing had happened. We tried to speak to her inside the store to understand what the issue was, but she completely ignored us, mumbling to herself while cleaning bikes at the back. She refused to engage with us, and her behavior felt deeply prejudiced and racially motivated. We felt attacked, unwelcome, and humiliated. Thankfully, we managed to speak to someone in management, who took down a formal complaint and assured us the matter would be escalated to the owner. While we appreciated his professionalism, the damage was already done. As South Africans, we strive to show our guests the best our country has to offer. This experience was not only embarrassing but distressing, and it painted a horrible picture for our family from abroad. Cradle Moon needs to seriously re-evaluate how it trains its staff—particularly those working at the front lines of customer service. No family, no visitor, and certainly no child should be subjected to that kind of treatment.