4/10 Poor
GILBERTO
28 Mar 2018
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Be careful! Don't book this hotel
A beautiful property BUT with a very bad management... I was harassed by the hotel front desk manager for hotel payment since arrival- even though I provided proof of credit card payment and payment confirmation from hotel.com too. They ignored it and kept asking me to pay in full before my departure because hotel.com had not paid them yet.
This payment issue ruined my stay and my entire trip! I had to spend lots of money on long distance/ rooming calls to try to resolve the issue. As a result, I was able to ONLY go on a morning game drive during my entire stay- going to game drives was the only reason I went to Kenya all the way from the USA and flew 33 hours from here to get there!!!! The issue was resolved basically on my last day when payment was confirmed.
Then, after requesting some type of compensation they offered me a free ride to the airstrip in the hotel Jeep ($50 value) but asked me to pay for the entrance fee to drive thu the park which was $80.
Then, on my departure date I was ready at the lobby by 12 noon - because their 10:00 am check out rules-. My airstrip transfer arrived at 2 pm and unfortunately IT BROKE in the middle of road and I had a small plane to catch at 3:00 pm. Attached is the photo. I almost missed my flight and consequently my flights to London and then to the USA!
This trip was such a nightmare from arrival and the end. There is CERO courtesy to me as a guest having issues not related to me but to the management.
