Please note that this review is based on a one-off incident that happened during our visit. It should be read as a lesson on expectations both for guests and the hotel staff. Outside of this unfortunate occurrence, the resort is stunning.
We arrived at the resort extremely exhausted after a 36 hour journey from London. Our interaction with senior hotel staff went as follows:
Hotel Manager (speaking within earshot of other guests and hotel staff) said: CONGRATULATIONS, since it is your honeymoon, we have decided to upgrade you to the Jacuzzi suite!! This is very lucky as we usually upgrade people one grade above their booking, but an exception was made for you.
My husband and I were so happy to hear this that I literally leaped from my seat and gave the hotel manager a big hug. This was followed by several firm handshakes and a thousand thank yous from my husband and I. We were told that our room is not yet ready, and should allow 30 minutes for the staff to prepare the room with a honeymoon theme.
Our good mood was crushed in one swift blow when we arrived in a room that neither had a honeymoon theme nor a jacuzzi in sight. I sheepishly asked: "but where is the Jacuzzi?!" I was excitedly rushing around the room convinced it must be hidden somewhere. My next thought was that perhaps they were preparing the jacuzzi suite, and keeping us in a smaller waiting room for the big reveal. After bringing in the rest of our bags into the room, the manager explained that there has been a big mistake. We will not be getting a jacuzzi suite after all. He had misread the notes. I was shocked and speechless. I couldn't believe I will be this disappointed on my honeymoon in a truly beautiful resort.
An even more senior manager came and offered us a one step upgrade, which I accepted. I had to specifically ask for the room to be decorated with a honeymoon theme, which was a little embarrassing. (Wasn't this part supposed to be a romantic surprise?!!) I asked whether it is possible to get at least one night of our 14 night honeymoon at the jacuzzi suite considering the circumstances, and was told "no". If we wanted to stay one night at the jacuzzi suite, we would have to pay our own way.
I can honestly say I was depressed and angry for the first two days of our 14 night honeymoon. It wasn't about the money. There are certain times you can handle being let down, but doing it on someone's honeymoon is simply cruel.
I understand what happened was a human error, and it is truly unfortunate that it had to happen on what should be a magical experience for us. On the other hand, a honeymooning couple should not suffer the consequences of a hotel's error. Knowing that their reputation is on the line, the hotel should have kept their promise no matter the cost. I feel that a truly five star establishment would know the difference.
- Official Description (provided by the hotel):
- Hideaway of Nungwi Resort & Spa, part of the Emerald Collection Resorts, is located in Nungwi, on the North West coast of Zanzibar, a sensational island setting. Every evening the resort is charmed by dreamy sunsets, where hues of burnt orange and blushing rose are spectacled as Africa`s sun drops into the Indian Ocean. Wander through 10 hectares of enchanting tropical spice gardens, fondly tendered by softly-spoken Zanzibaris and rabble of soaring butterflies. The sense of space is absolute, inspiring freedom, seclusion and quietude: Hideaway of Nungwi Resort & Spa is a the perfect playground for the tired minds of discerning guests seeking the ultimate relaxation and nourishments for mind, body and soul. ... more less
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- Also Known As:
- Hideaway Of Nungwi Resort & Spa Zanzibar Island