Maasai Mara National Reserve Holidays from £795

Excellent hotel

The check in process was an absolute nightmare. I had a confirmed booking with Expedia, but on arrival it was clear something was wrong when they asked me to have a seat - for 2 hours! The hotel had given away my reservation for a 1 bedroom and simply cited they overlooked Expedia. Wow. So they put me in a studio thinking I wouldn’t notice? I had to go back down again and wait even longer. The front desk manager, hotel manager and even the general manager shook my hand as if that was going to make anything change. They act all polished, but the entire process and staff was in shambles. An embarrassment to hospitality when they took no responsibility for all the errors they made with me. I then sat down in the lobby even longer while they continued to figure out their process. I was offered an upgrade to a 2 bedroom, so I said sure. Until I got into the 2 bedroom an hour later and saw they locked 1 bedroom? How is that an upgrade then? Not only that, the door wouldn’t open because it had dead batteries and even worse .. the refrigerator was broken! And even better, no city view from my balcony as I booked .. only a 2nd floor view of the street and the parking lot. I asked the general manager Rosemary for some support, but she wouldn’t budge an inch and took zero responsibility for the chaos during the whole process. She also refused a refund for my following 2 days. We left the following day and the rest was up to me to work with Expedia for a refund.