A beautiful hotel. We're just departing at the airport now. But a number of little missteps along the way that don't warrant its extensive price or rating. Nothing was enough to warrant a call to a manager, but the totality of misses had us second guessing what otherwise would be a great resort on a great beach. Food was great in quality, but 5/6 meals are buffets. Meaning, every day breakfast and lunch, and then dinner every other night. At these prices, I'd want a menu to order from. If you wanted room service or something else, there was a charge. Out of about 5 calls to either the beach club or reception, we'd be told we'd get a call back. So we'd wait a bit in the villa with no response. And after returning, there would be no message waiting. So either, there is no voicemail or no follow-through. I hope its the former, but makes getting any resolution of issues an effort. We were surprised to find on our last night a bottle of champagne waiting on our return from dinner. Nice intention, however it was room temperature -- no thought about putting it in the fridge or better on ice. Big deal? No, but it shows that the service issues aren't thought through. Gym? Especially in a hot climate, but even in any hotel, you'd expect a water service, or water bottles, or anything. No thought. Internet, they ask when you check in if you want it for $15/night. I'd think paying over $1k/night it would be part of "all-inclusive", but even when our villa host brought a router, he couldn't make it work. Said he'd come back to fix, never did. Fortunately we didn't get charged even though we were able to figure out on our own it was plugged into the wrong switch.
Lot's of potential if those things we're accustomed to just happened. But something is just missing. Maybe in a few years the management can get it up to the level its being priced/marketed at.
Beach Front Villas. Even includes reserved loungers in prime beach spots.
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 5, 2012
Report response as inappropriate
We appreciate your kind comments about the hotel and would like to say that
guest satisfaction is something that we take very seriously and feedback
from our valued guests is something we appreciate. I hope you will allow me
to clarify some of the points that you have raised in your review.
We do provide complimentary bottled water in the spa which is the same
location as the gym as well as a selection of teas and lime water. We
apologize if they were not immediately made available to you.
Actually, the bottle of sparkling wine was in your fridge since the first
day you arrived, as a complimentary gesture from us for your honeymoon,
which is as per our normal policy and was indicated by your villa host upon
arrival when showing you the room. Since you had not consumed it, he
removed it from the fridge on your last night and put it out as he thought
you might like to take it with you. Therefore it was not put in an ice
bucket, which needless to say, would have been the case if it had been
brought to the room for you.
We regret that you interpreted it as a negative issue since the intention
was in fact completely the opposite. In fact the villa host, only wanted to
make sure that you noticed the bottle and he is extremely sorry to read on
the internet that this upset you.
We try to offer a mix of dining venues, menus for our guests. As is
communicated upon arrival by the Villa host, although we always offer a
buffet option for lunch, we also have the a la carte lunch menu available
every day which is part of the all inclusive plan and is not at an extra
charge for guests who do not want to have the buffet.
Of course, our staff are always available to prepare anything special or
particular for our guests and it is so unfortunate that you did not express
a preference for something other than the buffet that one evening during
your stay, as the Chef would have been more than happy to assist you. As it
is a beach resort, with guests coming to breakfast at their leisure, we
prefer to serve a premium breakfast buffet so that our guests feel relaxed
in a more informal setting.
I am sorry to hear that you felt the communication was not good when you
called the reception. As you may know, for the local population English is
not their first language and when opening Baraza we were committed to
creating jobs for the local community and therefore made a conscious choice
to hire young Zanzibaris and Tanzanians and give them an opportunity and
training in the hospitality industry. Sometimes communication can be a bit
challenging and I hope you can understand that I am not in any way excusing
the fact that you did not receive the correct follow up or communication, I
just want to explain that the language can sometimes be a barrier. We are
following up on this and again, please accept our apologies. The
overwhelming feedback that we get from our valued guests is that it is the
Zanzibari people’s hospitality and friendliness is in fact what goes above
and beyond making it a five star experience.
The hotel provides internet connection in the business centre for all our
guests at no charge but for connection in your villa there is a charge of
US$ 15 per night.
I know that the villa host assisted you with connecting the router and that
there were some internet problems on Saturday. Our IT manager came to your
villa (though you were not there) and checked and confirmed that the
wireless was working. As you say, you were not charged for your internet
use during your entire stay, which I hope you will agree shows our
commitment to guest satisfaction.
Again, we appreciate feedback and indeed this is how we continuously
improve. It is this dedication of our staff which has helped us earn an
excellent reputation among tour operators, specialised travel agents and
direct guests around the world, as well as the place on the prestigious
Conde Nast list of top 60 best new hotels in the world, of which we are very
We thank you for your feedback and I hope that you will take into
consideration our comments above, which shed light on some of the issues you
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.