We were very disappointed in the poor service delivered in this hotel. During an 8 week trip through 7 east and southern african countries (some much poorer than Botswana) we stayed in a number of midrange hotels, lodges and bed + breakfasts. This was by far the worst, not so much in the physical standards which were just about ok, but in the appalling attitude of staff, and in particular, management.
The physical problems included cold and dried up food, towels just dried (not washed) which meant they were literally stinking as soon as used, and broken tiles in the shower floor.
The menu was very limited and on our last night when I requested an omelette I was refused, although this was eventually grudgingly provided. The restuarant was empty, as usual, but an omeltte was apparently only available at breakfast. Breakfast was a vastly overpriced £8 each.
On our first night we had an emergency at home and needed to retrieve an email. All the internet shops were closed but the hotel utterly refused to allow me to access
one email which I offered to pay for. That night there was a break in at 3am with much shouting and banging about, but in the morning the staff denied anything had happened, despite new locks being fitted to the reception an an upstairs bedroom. The presence of police however proved this a lie.
During our stay there were repeated attempts to overcharge us - leading us to eat elsewhere at much better value and quality
Receptionist attempted to get us to book trips as soon as we were booking in, after travelling and before we had even gone to our room. Trips were more expensive than other providers of excellent trips. Staff were clearly annoyed we didn't book with them
On our last morning we had checked out and were in the vehicle when the receptionist insisted we return to the building because "we had not paid our bill". Very embarassing in front of others especially when we most certainly had! Other staff began to congregate and we felt very threatened. When we produced the paid bill the receptionist merely shrugged her shoulders and turned away with no intention of apologising.
This hotel isn't particularly cheap, but even in an area with some expensive lodges there is nearby lodge accommodation (not much dearer) in which the staff smile and look as if they are interested in your comfort and are not just doing you a favour. Do yourself a favour and don't stay at Water Lily! Clearly a vast improvement in staff training and attitudes is required.
This hotel is giving Botswana a bad name.
- Also Known As:
- Water Lily Hotel Kasane
- Water Lily Hotel
- Official Description (provided by the hotel):
- Water Lily Lodge is situated in Kasanegateway to the famous Chobe National Park and just a few kilometers away from Victoria Falls. Kasane is an ideally situated city for both visitors looking for some relaxing days as well as for those interested in undertaking safaris or adventures. It is a small and private lodge catering for a maximum of 20 guests. Accommodation consists of air-conditioned double rooms with en-suite bathroom and toilet, DSTV and swimming pool. ... more less