Guest User
April 1, 2024
Beautiful lodge but client service is downright terrible. Could easily be 5 stars.... Positive: The lodge and the garden around it are beautiful. Super luxurious with a beautiful large room and bathroom. The bed is wonderful. A private terrace with a view of Mount Meru. It is spotlessly clean and every detail has been taken into account in terms of interior design. The swimming pool is very large and beautifully located in the garden near the bar and restaurant. The food there is really fantastic and the cook is a super friendly lady. The pool boy and the people in the garden are also very friendly. So much for the good news. Negative: We did not feel welcome here. Most people are very distant, which gives an unpleasant feeling. No one can smile or do anything that makes you feel good. This is mainly the case with the male counter employee and also with the man at the restaurant. The first evening after dinner, he asks us what time we have breakfast. (Breakfast is from 7-10). We say we don't know. We are tired after a long journey and will see tomorrow morning. He asks: at 7 o'clock? Again we say we don't know. He asks: 8 o'clock? We say again that we will see that tomorrow, it is still a holiday after all... Lunch is from 1-3 pm. We would like to order dessert at 2.30 pm, he looks difficult. We say that we just want something small and then he brings the card anyway. That evening we order dinner, starter and main course. He immediately wants to know if we want dessert. We say we don't know yet. This man is not suitable for dealing with guests. And believe me we are very easy going people. Perfection is not necessary and things can go wrong. But the lack of a smile and a little hospitality is really a no-go for us. We requested a late check out (6 p.m.) through our travel organization. We check this with them to be sure. It should be settled. The man at the counter knows nothing about it. He will discuss it with the manager and says he will inform us the next morning (day of departure). The next day at 8 am he is there but says nothing. We'll have breakfast first. The female counter employee comes by and asks how things are going. We say that we don't know what the check out is like and that it is a bit stressful to still not know whether we have to leave our room in an hour or not. She says she will check it but then doesn't come back. To give you an idea: the lodge is deserted and we are the only guests for 2.5 days... We go back to her ourselves and she says we have to discuss it with our travel organization. In short, they will want money for it... in any case, we can stay until 2 p.m. If they had said that right away it would have saved the stress. In the end she arranged it and we can stay. When we go to the restaurant at 5 o'clock for a last bite before we leave, she is clearly going home. She asks them if we are going to eat and says our cha
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