Travel reviews by Mrs H. from Twickenham
Review Distribution
Total number of trips
1
Countries visited
1
Lodges stayed in
2
Excursions taken
0
A once in a lifetime trip
Kenya between 4 Nov 2018 and 9 Nov 2018
"A truly spectacular time at Sasaab.
More wildlife than we were expecting in Samburu, wonderful location, fabulous food and great accommodation.
We left part of our hearts there!"
More wildlife than we were expecting in Samburu, wonderful location, fabulous food and great accommodation.
We left part of our hearts there!"
Arranged By Richard Trillo
Giraffe Manor
"Giraffe Manor"
1 night
Arrived
4 Nov 2018
Average
Experience Report
Overall Rating:
Average
Location
Good
Service
Poor
Activities
Good
Rooms
Excellent
Food
Average
Facilities
Good
Feedback response
Giraffe Manor responded immediately to Expert Africa about these travellers’ disappointment with aspects of their stay. While they are very pleased that they enjoyed the interaction with the giraffes and are so enthusiastic in their support for the work on the breeding programme, they are very sorry that they felt let down by the manor’s initial welcome and meal service.
Giraffe Manor have checked their records and say that these travellers received a welcome towel and drink within a minute of their arrival. However, a large number of guests all arrived at once and it did take about half an hour for them to be shown to their rooms. They sincerely apologise if these guests felt ignored, as it was the manager’s hope that morning that they would be comfortable soaking up the atmosphere for a while as other guests were being dealt with. The manor fully appreciates this was not an ideal situation and more effort should have been made to explain what was going on during a busy period.
Giraffe Manor is very sorry that the staff at lunch were not appreciative of overtures in Swahili, and have reminded staff that such efforts from overseas visitors are an important part of good relations.
The private dinner was not handled as it should have been, and Giraffe Manor are very sorry for the delays in looking after Mrs H and her husband. They have talked to all the staff involved and reminded them of the importance of efficient, friendly service.
Giraffe Manor has adopted a giraffe on behalf of these travellers and they will be kept up to date with news from the giraffe centre breeding programme. In our experience at Expert Africa, the below-par service these clients received is very rare indeed and Giraffe Manor has assured us they will be looking at their staff training, and updating all staff on the need to look after guests promptly and enthusiastically.
Giraffe Manor have checked their records and say that these travellers received a welcome towel and drink within a minute of their arrival. However, a large number of guests all arrived at once and it did take about half an hour for them to be shown to their rooms. They sincerely apologise if these guests felt ignored, as it was the manager’s hope that morning that they would be comfortable soaking up the atmosphere for a while as other guests were being dealt with. The manor fully appreciates this was not an ideal situation and more effort should have been made to explain what was going on during a busy period.
Giraffe Manor is very sorry that the staff at lunch were not appreciative of overtures in Swahili, and have reminded staff that such efforts from overseas visitors are an important part of good relations.
The private dinner was not handled as it should have been, and Giraffe Manor are very sorry for the delays in looking after Mrs H and her husband. They have talked to all the staff involved and reminded them of the importance of efficient, friendly service.
Giraffe Manor has adopted a giraffe on behalf of these travellers and they will be kept up to date with news from the giraffe centre breeding programme. In our experience at Expert Africa, the below-par service these clients received is very rare indeed and Giraffe Manor has assured us they will be looking at their staff training, and updating all staff on the need to look after guests promptly and enthusiastically.
East Africa Manager
Sasaab
"Wonderful"
3 nights
Arrived
5 Nov 2018
"Spectacular accommodation in a wonderful location. Won't ever forget being in the swimming pool watching the elephants cross the river, nor being in our plunge pool listening to them splash and wallow on the waters edge.
Sublime game drives - who says that there isn't much wildlife in the area? Grevy and common zebra, leopard, cheetah, HUNDREDS of elephants (not an exaggeration, even Samburu guides surprised), giraffe, lions.
Sundowner walk brilliant - a truly special evening (was apparently included in the overall hotel cost so not sure what we paid additional to Expert Africa?)
Food exceptional. Bush breakfasts a tour de force - freshly cooked pancakes and egg dishes! Coffee and biscuits brought to room pre-game drive at 0530 very welcome.
Wonderful staff - Jacob and Kefiyah on the game drives, Agnes in the hotel itself. All hotel staff great fun. We left feeling like family."
Sublime game drives - who says that there isn't much wildlife in the area? Grevy and common zebra, leopard, cheetah, HUNDREDS of elephants (not an exaggeration, even Samburu guides surprised), giraffe, lions.
Sundowner walk brilliant - a truly special evening (was apparently included in the overall hotel cost so not sure what we paid additional to Expert Africa?)
Food exceptional. Bush breakfasts a tour de force - freshly cooked pancakes and egg dishes! Coffee and biscuits brought to room pre-game drive at 0530 very welcome.
Wonderful staff - Jacob and Kefiyah on the game drives, Agnes in the hotel itself. All hotel staff great fun. We left feeling like family."
Excellent
Experience Report
Overall Rating:
Excellent
Location
Excellent
Service
Excellent
Activities
Excellent
Rooms
Excellent
Food
Excellent
Facilities
Excellent
Feedback response
We're delighted these travellers had such a good time at Sasaab. They elected to base their stay on a lower-cost option called "Beach in the Bush Full Board" which does not include any of the activities that are included in the normal "Game Package" rate, such as game drives, guided bush walks and village visits. Those can be included at extra cost when staying on the lower rate. They decided to do a sundowner walk at extra cost, which was booked and included. However, as a bonus (and one that can't be guaranteed!) the camp managers included these travellers in a number of the extra activities at no extra charge.
East Africa Manager
Sightings report
Buffalo
2 sightings
Cheetah
1 sighting
Eland
Many sightings
Elephant
5 sightings
Giraffe
5 sightings
Leopard
1 sighting
Lion
3 sightings
Oryx
Many sightings
Spotted Hyena
1 sighting
Zebra
5 sightings
Strongly approve of the breeding / reintegration programme objectives.
Actual hotel experience disappointing. Room very nice. Bar area lovely. However, check in - waited 15 minutes outside to even be acknowledged having been dropped from the airport and told to take a seat. Took another 10 minutes to actually be seen to. As such, 25 minutes sitting about outside on arrival from airport. Not a premium experience.
Food at lunch good, staff at lunch a bit diffident. Practised some amateur Swahili on them, which anywhere else in Kenya elicits an enormous smile, got a deadpan response - was understood as we got our two coffees, but no warmth whatsoever.
At dinner we elected to dine privately rather than with the group. We were told our table was ready and made clear we were going to sit down immediately. Waited 20 minutes with no staff anywhere. Went to find someone, told them we were at our table, waiting. Nothing happened for a further ten minutes, we then had to go into the main, group dining area and ask a member of staff to come and serve us - so a 30 minute wait for dinner before we got any service whatsoever (we had been forgotten about). Food average.
Felt very like a 'conveyor belt' hotel who could pull guests in and 'wow' them with the environment, overlooking any service touches.
Francis was an exceptional member of staff and twice looked after us, including at breakfast - if all the staff were like him it would have been a different experience.
Would not return and would encourage friends who are keen to go to consider saving the cost and spending the money on a proper, authentic safari experience with a few hours at the giraffe centre to support the initiative instead."