We have to deplore the attitude of the staff, which is not efficient and friendly,
the cleanliness (balconies, swimming pool that are full of birds droppings, dust, dead leaves, etc.), the quality of the food, particularly the prepared meals and the desserts.
The safaris (game drives) should be more exciting to live more interesting experiences (the vehicules never go off road).
The hotel don't change the towels if there is no counterindication from the customers.
It is not clean under the beds.
The managers should stop the stupid controls of the driving licences at the entrance and at the exit.
The codes (password/user name) to login to the internet are complicated and not accurate.
We had a problem with the card to get into our room just before leaving, which was urgent since the room was afar and my familly waiting stupidely outside. The staff treated me with despise and unefficiency, which looks unfortunately a too common behaviour every day. I don't understand why the access was not possible just before the official time for checking out. In addition, the previous day I asked one of the staff at the reception if the card could be updated with a one-hour more later check-out and she said it was not possible (I never saw this in any other hotel equiped with this kind of pass...)! The staff is unfriendly, too proud and not professional enough according to the international standards.
During the diner we were brutally asked by one waitress to pay immediately by cash our beverage, despite we were not informed before about this rule and that, above all, it is absolutely not an obligation to proceed this way (we finally paid our beverages when checking out).
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from Wandilengxesha, Guest Relations Manager at Kwa Maritane Bush Lodge
Responded 25 Feb 2020
Dear chamalow123, Thank you for taking the time to write this review. Please do find my response to your raised points. The cleanliness: Please note that our swimming pools and balconies are cleaned daily. With the lodge being situated in a bush, it is difficult to avoid bird droppings, dust, and leaves. And our gardens and housekeeping teams are always available to come clean should you request them to. But it is difficult, looking at our surroundings to not have birds dropping visible. Safari Drives: Unfortunately our game drives vehicles are restricted by Parks Board to drive on the demarcated authorized roads for the safety of our guests. Not changing of towels: With regards to the changing of the towels, we have put in notifications in our hotel rooms informing guests that should they require us to change their towels they should leave them inside the bathtub if not our housekeeping ladies will not collect it. We encourage reusing towels as a water-saving initiative (This is optional). Access card: My apologies for how your request was handled, and I have taken this matter up with our Front office manager to address it with his front office team. Secondly, our system is set up in a way that we cannot update your key card to an hour later than the scheduled check out time. With that said our team member should have advised you on other alternative ways which we have avoided you been locked out of your room and for this I do sincerely apologize. Controls of driver's license at the entrance: Please note that we cannot stop this process as it is for the safety of our guests. Treatment at the Restaurant: Our Food and Beverage Manager is investigating the issue raised and will address it with the restaurant team. As much as I have provided feedback on the above comments, I would like to state that we take pride in ourselves for providing great service and a great experience for our guests. We, on the other hand, welcome constructive criticisms and act with integrity to address these issues. To help us also in dealing effectively with the raised matters, please do contact the lodge and ask to speak to Wandile Ngxesha ( Guest Relations). Once again, thank you for your time in providing feedback. Most regards, Wandile Ngxesha Guest Relations Officer
This response is the subjective opinion of the management representative and not of TripAdvisor LLC