This is the first time I have had to write a poor review of a hotel. Usually we are pretty easygoing with things, but this place really let us down.
First, the good things: they do have a beautiful location, with luxury tents surrounding a little lagoon with lots of birds, trees, etc. The food is pretty decent and cheap, and the price allows you to try a luxury safari tent for much less than you would have to pay elsewhere. The luxury tents were absolutely lovely- tastefully decorated and comfortable.
Unfortunately, the timing was a little bad as we arrived right after a rainy spell and the lagoon had flooded, putting most of the tents almost submerged in water. To combat this, the staff had two pumps with very loud motors running all day. Thus, the beautiful ambiance, birds, etc, were gone for us. We were trying to be understanding with it, but it was really unpleasant to sit anywhere in the camp with the loud motors pounding all day. There wasn´t any sort of apology given for this, which would have been appreciated. However, we could have been okay with this if it weren´t for the service. The guys working here really seemed to have no desire to deliver great customer service. Quite often we would have to ring a bell to ask for anything and they would be playing pool for a few minutes more before they came to help us. We requested that the pump be turned off for us to sleep, but about an hour later it was back on. The power went out quite frequently, and when we went to have breakfast the server pointed to a self-service toaster and said "but the power is out", shrugged his shoulders and walked away. We saw another customer who had toasted bread and he said that we would have to pay extra to have the bread toasted on the stove. It seemed rather unfair, considering that it was not our fault the power was out, and we had paid for breakfast already. On the last afternoon, we asked if we could have dinner a little early as we had to head to the airport. The man at the window said that the power was out so they wouldn´t serve us anything cooked. However, the lights were all on and I could hear and smell things cooking in the kitchen. If he had just told us that they were too busy in the kitchen or something we would have understood, but the fact that he was blatantly lying to us was frustrating. Finally, the worst part of our experience was when we handed over a bag of items to the staff just before we left. There was something written in the hotel info that we could donate items to a local village project by giving them at the desk. So I handed over a bag containing a few toiletries as well as our old cell phone. My husband watched the staff, Justus, walk behind a little barrier where he thought he wasn´t seen, take the cell phone out and put it in his pocket.
It really is too bad that the staff here seem to be rather apathetic towards the idea of great service. Everywhere else we have gone in Tanzania and Kenya has been a terrific experience, and we could see that the owners here had worked hard to make a beautiful eco camp. Perhaps they need to reconsider their hiring practices.