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Virunga Lodge
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Reviews (288)
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Reviewed November 11, 2013

Be very wary of this resort! Our reservations were CONFIRMED with a paid deposit 15 months in advance, but 2 weeks before our scheduled arrival, we received an email that the lodge had made an error and was overbooked. After many complaints, they managed to find some rooms for my group, but half of the number of rooms promised. During our stay, we discovered that other guests had reserved as recently as 3 months prior, and the company couldn't satisfactorily explain why our reservation wasn't honored. The location and service are wonderful, but definitely not worth the aggravation of last minute problems that they admittedly caused. Be very careful - the reservation process with this company is very unreliable. I would give a zero rating if possible.

  • Stayed: September 2013, traveled with family
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1  Thank MandD2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VolcanoesSafaris, Public Relations Manager at Virunga Lodge, responded to this reviewResponded November 17, 2013

Thank you for your comments, we always value feedback from our guests and do our best to address issues that have not worked out well. The vast majority of our clients have a great experience as can be seen from the many positive comments that are posted on TripAdvisor and from the recognition that Volcanoes Safaris receives from many publications and organisations.

Comments and feedback for the Virunga Lodge refer to it as 'spellbinding' and 'the best lodge in Africa' and routinely mention the exceptional service and outstanding staff.

Volcanoes Safaris is well known for the exceptional service it provides and for the professionalism and the thorough way with which it deals with organising clients safaris.

We fully accept that in this case the booking details went wrong, have apologised profusely and repeatedly to the group of guests involved. We have not had an instance like this before and are naturally concerned that that we have not performed to our usual high standards. We have worked very hard to supply you with the best alternative accommodation despite the lodge being very busy during high season. We appreciate that this was not ideal from a client perspective but reservations sadly do go wrong in the best of companies.

It is as a result of this desire to provide a high-quality experience that we heavily discounted the price and delivered additional complimentary activities. The additional challenge we have faced is that we have not been fully paid by the travel organiser for our services but have nevertheless sought to meet our obligations in full.

Again we value the feedback given and that has helped us tighten up our reservations procedures. Thank you.

Volcanoes Safaris

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 22, 2013

I stayed 4 nights in September while trekking to see gorillas and golden monkeys as well as other sights in the area.
The main lodge is in a spectacular location and very nicely done. The individual cottage type accommodation is simple but beautifully done and has a large private terrace area with stunning views. It is an eco lodge so no plug ins are available in the private accommodation but you can charge your equipment in the main lodge. The communal bar/lounge in the main lodge is wonderfully cosy and a great place to relax and meet other travellers. In the gardens are several outdoor areas to sit and relax and enjoy the views. In the morning you can see the sun rise while having breakfast from the outside or inside dining table. The food was beautiful and the service was fantastic. I really felt spoiled, especially getting tea delivered to my room every morning with a wake up call. The staff even cleaned my hiking boots.
I really didn't want to leave this lodge and would recommend it very highly.

  • Stayed: September 2013, traveled solo
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2  Thank Yvonne B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed October 21, 2013

We spent one night at Virunga Lodge before our gorilla trek. Although the lodge's location is indeed stunning, with amazing views of the twin lakes and the volcano range, the prices they charge are in no way justified. The staff were very helpful, but we found ourselves having to share a room with 2 beds, which were by no means doubles! Travelling with our 2 teenage sons (ages 15 and 17), it was a tight squeeze! They did add one small bed, but be warned, the cottages/rooms at the lodge are truly meant for 2 adults only, unless you have small children...
The distance from the Parc entrance is quite far, and requires and even earlier wake-up and drive to reach registration at 07:00. The food was okay, not bad, but basic. The staff however did go out of its way, particularly the chef, who made a delicious banana cake for our younger son who turned 15 on the day of our trek.
So, beautiful location and very good staff, but if you are only spending one night in Ruhengeri/Musanze prior to your gorilla trek, I would recommend one of the lodges closer to the park entrance...If you have transport, you can always go up to Virunga for a drink to enjoy the scenery.

  • Stayed: October 2013, traveled with family
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Thank pascalelm
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed October 19, 2013

The Lodge has a great location if a little tedious to get to as it is a good half hour from the Park headquarters up a rough dirt road. However the views over the lake made it worthwhile. Facilities in the lodge are very good particularly considering it is an eco lodge with all solar power.


Lights in the rooms are pretty faint so don't expect to read.

Food was very good and staff were friendly and helpful.

  • Stayed: September 2013, traveled as a couple
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Thank William H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed October 12, 2013

We stayed here on a trip to trek to see the gorillas in the Volcanoes Parc. The lodge offers individual small houses. Great views of the lakes below. A little far form the Parc entrance on a very rutted dirt path but this is Rwanda so dirt roads are to be expected. The staff and
views make this place. We loved the idea of the individual adobes with a small terrace outside but
the owner needs to update the furniture ( worn chairs, shabbiness throughout) and pay attention
to accoutrements and I was not impressed by the food and I am NOT a fussy eater. I did not expect or want a luxury resort - we were here to see the gorillas- but
at these prices, I expect clean and fresh. There was never any evidence of a manager and since
we are in the hotel industry, I would have expected someone in charge to show up.

  • Stayed: September 2013, traveled as a couple
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1  Thank augiedogFlorida
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
VolcanoesSafaris, Public Relations Manager at Virunga Lodge, responded to this reviewResponded October 16, 2013

Hi AugiedogFlorida,

Thank you for your comments, we're very happy that you enjoyed the lodge and your experience in Rwanda.

We would like to respond to your feedback to let you know that it has been taken on board and worked on. The main lounge has been totally refurbished recently, including the restaurant, and since this has only just been finished in the last few weeks, the process will be rolled out to the bandas early next year.

With a background in the hotel industry we're sure you appreciate that we don't always get things perfect for every guest, which is what we aspire to do. The food has had a huge number of positive feedback and we are confident that our team of chefs can adapt to comments given to them at the time. We apologise that this was not your experience.

We have made sure that the management and all staff at the lodge are aware of your experience and will be working to ensure that it is not repeated. We hope that we will be able to welcome you to Uganda and Rwanda again soon.

Volcanoes Safaris

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