We have thought long and hard about this review, and decided on a 4 and not a 5. The reason is that the lodge is excellent, with superb staff who are very dedicated to your needs. The food was wonderful, and the rooms very clean with good furniture. From a hotel perspective, we found this to be an excellent location to stay.
Our main concern was the quality of the guide, who while friendly didn't seem to be as committed to us and our experience as we would have liked. We worked out that he was on his phone 20-30 times per day on what seemed to be personal calls. While there is always a need to liaise with other guides on animal sightings, he often took or made a call, and then didn't change course or direction. It was also extremely disconcerting that he would drive on very rough terrain with one hand on the wheel and one on the phone chatting to his friends. We also were extremely unimpressed at the way on one day, when after a long day out in the Mara, he took us back in a different route, and pulled up without explanation at a group of locals by a truck in the middle of a field. He then proceeded to spend nearly 20 minutes loading a cow into the back of the truck.
After we drove off he explained that it was his cow and it needed medical help, and he needed to be there. While I fully appreciate the importance of cows in Mara values and society, I was not impressed that he'd spent a lot of the day when guiding us focusing on sorting out his cow via phone calls, and not our guiding experience. I was also not impressed that he didn't tell us his plans until after the event - it is very disconcerting to pull up in the middle of nowhere to be greeted by a group of strange people and not know what is going on. I was also struck by the way he said 'don't tell anyone' which seemed to imply he knew he shouldn't have done what he did. Therefore, with some reluctance we've giving this place a 4, not a 5, simply because the game drive experience is so integral to the stay.
The only other advice we would offer is to pack an extra layer for here, as the lodge is at 6000 feet and can get very cold at night (although the beds get wonderful hot water bottles).