Elandela Private Game Reserve and Luxury Lodges Pty Ltd

Great location Excellent attentive staff in all departments Beautiful and clean everywhere with lovely views

Nothing

I would like to lodge a formal complaint regarding my booking at Elandela Private Game Reserve and Luxury Lodges Pty Ltd and request that Booking.com investigate this matter and consider appropriate compensation. This booking was made for a special anniversary occasion for my wife and me. I selected the property based on how it was presented on the Booking.com platform, where it appeared to offer a quality, inclusive, luxury-style experience at a fair price. Unfortunately, the actual experience on arrival was so disappointing and uncomfortable that we left within less than an hour and did not stay. The property presentation online created expectations that were not met in reality. One of the most concerning issues was the confusion and apparent misrepresentation around what was included. The booking gave the impression that the stay was inclusive, yet on arrival we were informed that for beverages only water was included and everything else had to be paid for separately. We do not drink alcohol, so this was not about wanting extras, but about the lack of clarity and the mismatch between the listing and the actual offering. A further issue arose at lunch. We were told that the only meal available was pie. When I asked what the alternative was if I did not want pie, I was simply told that they have pie. This response was dismissive and fell far below the level of hospitality one would reasonably expect from a property marketed in this way. We were also informed immediately upon entering the room that everything in the minibar fridge would be charged for, except the fresh milk and coffee condiments. Again, this added to the sense that the actual experience was very different from what had been presented when booking. This was not a complaint about price. I knowingly chose a property at this rate because I was willing to pay for a good experience. The issue is that the service, communication, and overall hospitality did not align with what was advertised.

The experience did not match how the property was presented online. The inclusions were unclear, the hospitality was disappointing, the lunch options were extremely limited, and the overall standard on arrival did not feel aligned with a luxury stay. It was especially disappointing for what was meant to be a special anniversary occasion.

This was an exceptional lodge and safari. The food was wonderful and staff can not be beat. We would recommend the property to anyone. We were spoiled and hated to leave.

Absolutely nothing.

Localização boa, por ser um hotel de selva.

Tivemos problemas quanto aos passeios, foi necessário cobrar incisivamente. Em primeiro lugar, alguns safaris foram substituídos por safaris a pé, nos quais não pudemos visualizar quase nenhum animal, exceto alguns insetos. Essa substituição foi feita mais de uma vez, sempre com a justificativa que o solo estava úmido devido a chuvas recentes, com o risco de que os carros ficassem atolados, embora o hotel tivesse diversos carros à disposição. Só conseguimos fazer alguns safaris de carro após muita insistência e desgaste. Também, embora existam dois horários de safari (das 6 às 9h e das 15h30 às 19h), grande parte do dia fica sem atividades, já que no período das 9h às 15h30 não há nenhuma opção de atividade. E caso o hóspede pretenda fazer alguma atividade opcional paga, é necessário abrir mão de um dos safaris, além disso os valores destas atividades são absurdas, fizemos o passeio no centro de reabilitação que fica aproximadamente 5 Km do hotel e o ingresso custa 220 rands por adulto e o hotel cobra 1.000 rands por pessoa, outra questão são as refeições que as bebidas não estão incluídas, além de serem bem apresentadas são simples demais em quantidade pequenas, ao absurdo de um almoço servir uma torta de carne moída mais uma sobremesa, em um dos jantares o bife acredito que não tinha nem 100 gramas, as quantidades eram sempre pequenas, a apresentação era boa porém e o trivial sem nada especial, pelo preço cobrada esperava muito mais, não vale o custo benefício.

De tudo, o atendimento do Francisco foi excepcional, a simpatia de todos, o Safari, a comida, tudo foi maravilhoso

o serviço do hotel é maravilhoso toda equipe esta de parabéns. limpeza segurança e conforto. pudemos com Ajuda do Ferdinand, Sheppard e Simon ver todos os Big Five. incluindo um Leopardo de noite ! foi emocionante. Recomendamos muito e pretendemos voltar !

o restaurante poderia ter um menu mais diversificado incluindo saladas nas refeições. a qualidade da cozinha é impecável mas o menu é muito restrito. apesar disso toda a equipe nos atendeu super bem com comida deliciosa porém tivemos que repetir quase todos os dias.

Wir hatten einen wunderbaren Aufenthalt. Das Zimmer war groß und komfortabel. Das Essen war sehr lecker. Besonders hervorheben möchten wir das Personal: extrem freundlich, aufmerksam und hilfsbereit. Auch die Guides waren sehr freundlich, kompetent und haben einen großartigen Job gemacht. Alles war rundum sehr gut, wir haben uns sehr wohlgefühlt und können einen Aufenthalt in den Elandela Lodges absolut weiterempfehlen.

环境很美，向导超专业！

Francisco was an amazing host despite very trying times following the recent heavy rain. Other support staff, especially Bethuel, were excellent. We got to see the wildlife that we hoped to see.

We would have preferred the same guide/ranger per group. They seemed to lose interest when they had guests who were new mixed with those who had already been with then a couple of times.

Funcionários, atendimento do Francisco e que fala português.