I would like to start by saying that this place is truly beautiful, but unfortunately, that’s where my positive experience ends. Our group of six rented three rooms, and we paid around $1,000 a night for double occupancy after taxes and fees. I’ll outline the issues we encountered in each room, allowing you to draw your own conclusions. **Room 1:** No air conditioning, no hot water, extremely spotty WiFi, and no cell service. Additionally, we found rat droppings in the bathroom, and the room door wouldn’t unlock from the outside. I had to jump over the balcony and force the door open from the inside. **Room 2:** Again, no air conditioning, spotty WiFi, no cell service, a broken fan, and dead bugs and droppings throughout the room. **Room 3:** Similar issues with no air conditioning, spotty WiFi, no cell service, and no hot water. While I understand the desire to provide an “African experience,” the cost of the rooms is exorbitant for what was offered. It’s also worth noting that our WhatsApp requests for fans and maintenance went unanswered. Although they attempted to fix the door on the first night, the issue was not resolved. If you’re not prepared for a literal hike to reach your rooms, dining areas, or to meet your driver, this may not be the place for you. Accessing other areas requires significant physical exertion, and you cannot leave the patio without a guide. We felt trapped, as we could only leave the rooms when someone arrived at 5 AM or 4 PM for the game drive. It takes about 40 minutes each way to return to the main lodge, gym, or spa, despite their website and Google page advertising air conditioning in each room. Initially, we planned to stay for four nights but decided to leave after just five hours. Their response to our issues was essentially a shrug, insisting we pay the full $12,000 for the entire reservation before they would issue a refund. When we expressed that wasn’t acceptable, they insisted we pay for at least one night's stay. The woman at the front desk seemed overwhelmed and unable to provide any viable solutions. Dining is restricted to their schedule, and you have to rise at 4 AM for the morning game drive, which adds to the feeling of being confined within the resort in the middle of the preserve. On a positive note, the staff responsible for transportation and meal preparation were outstanding. They were genuinely amazing and appeared heartbroken that we decided to leave after just one night. Sincerely, Room 9
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