Re: Our Stay At the Masai Lodge.
Sorry to say - It had been our worst experience at the Maasai lodge ever from many holidays we have had. To start with practically we had no room allocation at all. We had booked 4 room and all was confirmed. We had also made 50% deposit payment.
We were to check in any time after 10.30 am and we would be allocated rooms at latest 12 noon. We arrived at 11 am and we asked for the rooms and were told to wait for half hour. Our children were very keen on swimming and since 12 noon we had no allocation of rooms we got them changed in the car and got them to go to the pool area for a swim. At 1.30 pm after a lot of haggles we were just given one room asthey had still not cleaned the other rooms or kept them ready since the guests had checked out late!! This is indicative of no management of check out time and no managment of considering those who may check in!!! Worst of all up it was not up to 6pm when we had the other 3 rooms allocated having followed on these rooms at 3 pm, 4pm ,etc and after a lot of struggle when the rooms were finally given they were actually half done (hardly clean, one of the rooms had no power, the other had no cold water as the lob was broken, bedding were used etc etc).
By this time you can imagine how tired and hungry all of us would have been, not to forget we had kids on us. At around 8.00pm leaving the rest to freshen up two of us went to the dinning hall to feed the kids - the worst - there was no food for us nor were the staff ready for us. Practically there was nothing for us when we had specified we were Vegetarians and had sent the menu of vegetian dishes that they could consider making and which the reservation person named Julie whom we had booked all with had confirmed. Our rooms allocated were all to be near each other as per our confirmed booking but when the receptionist at the lodge allocated us the rooms , one of them was away from each other and since it was 6pm we had to accept hence you can imagine how we felt as had to do with whatever we got when there!.
This meant the Lodge was not aware of our stay there. This is not what we paid for.
The receptionist on our complain was so confused, and the only alternative give to us was we were to settle with pizza's (which was basically tomato puree and chesses spread on sweet bread like bake that too after waiting for another one and a half hours.........) whihc we were served at 9.30pm - Our kids could have not waited for meal at this time hence they just had soup, some salad and whatever pasta was there as there was no vegetarian in the main food and this is indicative that they could not even care to make anything fast for the kids nor were they prepared. It seemed the lodge was not prepared for the guests or any special requests having confirmed all!
This means we were not at all on half board as per the booking on "THE PRICE WE PAID". Not only this but what the hotel website shows as self contained cottages and the pcitures are far from what it is and is very poorly maintained lodge and facilities and the staff have no clue, are not trained and do not know what reservations or bookings are and what is to be provided.
The place is a more of a walk in joint for anyone passing by who wishes with no cover charge at all, can use the place and stay if they wish too - one of those places which really should not be advertised on this as well as one whihc is certainly not a holiday place!!!!!!
A lot could be done with the place as their location is good but we are wondering whether any one of the management staff has ever given a surprise visit to the place???
Sad to say - To get the bookings, at the time we were booking we were promised the world but on delivery it was not even half of what was discussed.!
We were very disappointed and I await to hear from you on the above.
- Also Known As:
- Masai Hotel Nairobi