Travel reviews by Mrs & Mr R from Australia
Total number of trips
Lodges stayed in
A most memorable trip
Namibia and 3 other countries between 15 Jul 2018 and 11 Aug 2018
The trip, which we requested at the very last minute, was superbly organised. From the time of my initial contact, all requests/queries were handled in a timely helpful manner. All the components (fly, drive, transfers) fitted together well and all connections/transfers went smoothly.
The only changes we would have made are those that could only have been made with hindsight!
So again, thank you very much Maruska and Expert Africa.
Suggestions to help us improve our trips or our service: These are very minor suggestions and comments and are made purely to try and be helpful.
(1) An explanation off what one can expect in relation to meals when your accommodation is on a full board basis and you arrive around lunchtime. Our first full board accommodation was at Canyon Lodge and we arrived at lunch time. We were greeted with some information about the facilities and times for dinner and breakfast, but no indication of whether there was any lunch available or whether we were entitled to lunch. Subsequent enquires resulted in us being directed to the dining room.
At a later lodge, we realised that we could have had lunch even though we arrived early in the afternoon but had already had lunch just in case.
(2) If people are doing an overnighter at Cheetah View Lodge it would be good to know that the cheetah feeding is at 2 o'clock, which is the only time that this is held, is also included in the cost of the accommodation i.e. so that if possible you would make sure you got there in time for that. The other paid activities did not seem to be good value. I did note that on EA's notes of this lodge, that it EA thought that there needed to be a better integration of activities with the overnight experience, and we agree.
(3) I think that Hyena Pan did include laundry facilities.
I apologise if I should have known some of these things. I did look up all the accommodations on your website (which I thought was most extensive and the reason I choose the company initially), and make notes before our trip, but possibly I missed bits.
We wish that the tipping thing could be made easier. Australia does not have a tipping culture and so it always comes as a surprise and what seems like a lot of extra money on top of what are not insubstantial costs, at least in some places. While were tried to follow the guidelines, sometimes we were caught out when guides changed or we had an extra guide.
It is impossible to single out 'other' people, other than guides and polers for example, as there are always people behind the that contribute to your enjoyment and comfort on a trip."
Arranged By Maruska Adye-Rowe
"River Crossing review"
"A Hansel and Gretel type setting"
Wolwedans Dune Camp
"Superb Location - Wolwedans Dune Camp"
Kulala Desert Lodge
"Great vibe at Kulala Desert Lodge"
"A tranquil oasis in Swakapomund"
Ai Aiba Lodge
"A convenient overnight stay "
"What an absolute treasure - Damaraland Camp "
Ongava Tented Camp
"Another amazing wildlife encounter at Ongava "
"Convenient overnight stop - Halali"
Onguma Bush Camp
"A well located stopover camp"
Cheetah View Lodge
"Cheetah View Lodge review"
"A big disappointment - River Crossing "
Thank you kindly for your patience… I understand wholeheartedly the comments from your guests and would like to offer the following feedback.
Our water is pumped up to the lodge water tanks from a borehole. We are reliant on the farm team to provide this service for us, and have operational guidelines in terms of how to manage this should the supply be running low.
On the day in question, when our maintenance team noticed that the tanks had dropped to half, we called immediately to notify the farm team… a while later, when the water was still not being pumped up, we started to advise all guests that there was an issue with the water supply, but that it would hopefully be remedied soon. Again, a while later, we called the farm management team to get a status update, and were informed that the water would be pumping again shortly, after which we assumed that the water crisis had been resolved. Sadly, this was not the case, and the water only started to be pumped up again in the morning. A tap had been turned down at the farm tanks, and the water was not being directed up to the lodge.
This is not something that happens regularly, but it is something we have a system in place to deal with and did try to deal with accordingly on the day. Misinformation did not help us on the day, as when we were under the impression that all was under control again, it was in fact not.
Our plan going forward, which we have now already implemented, is to have a back-up tank in place which will provide us with 10,000 litres of water for just such a situation.
I can only apologise profusely for the poor experience that your guests had, and can assure you that the way that it was dealt with is not an indication of our management style. Our team is normally attentive and very sympathetic, as this is generally a stressful and unpleasant situation for all.
I would like to offer these guests a refund on their stay, as well as to assure them, that this is certainly not the norm, and that we have taken steps to avoid a similar situation in the future.
City Lodge OR Tambo
"Very convenient stopover hotel"
"A relaxing camp - Hyena Pan"