4/10 Poor
Verified traveller
1 Oct 2019
Liked: Property conditions & facilities
Initially staff were very pleasant and helpful. And the food depending on chef is very good. However I booked this hotel room for 6 days 5 nights. 2 days into the trip I decided to go to masai mara for a 2 night stay over. The hotel decided within this time to sell my reserved and paid room to another customer, even though I told the receptionist I'm coming back. Therefore double booking the room. Upon arrival they tried to put me into another room and pushed the matter aside. I found the staff to be deceitful in how they went about this.....i spoke to the HR, the assistant manager and the receptionist who all claimed that despite my room being booked for me from the 26th sep to the 1st oct and this was clear on the system, they were all 'confused' about what happened. And trying to run me around the Bush with claims that they can't refund me for my room for 2 days despite selling it to another person. On top of this they threw away some of my items when the housekeepers were cleaning the room for the other person and made it very difficult to retrieve these items, they therefore had to buy me my items back. I'm disappointed and I would not recommend this hotel. They are liars and steal peoples money.
Verified traveller
Stayed 5 nights in Sep 2019