aliciagF3943FK
Google
ÑI had very high expectations for this hotel in Akagera National Park, especially given the location and the images shown on the website. Unfortunately, the reality was extremely disappointing and affected what was meant to be a once-in-a-lifetime trip.||Check-in was unacceptable. Our official check-in time was 1:00 pm, yet we did not receive our room until 3:00 pm, with no proper explanation or proactive communication.||While waiting for the room, we ordered lunch 30 minutes in advance, yet it took 1.5 hours for the food to arrive at our table. This level of delay is not acceptable, especially in a remote lodge where timing and logistics should be well managed.||Once we finally got to the room, the problems continued:| • The air conditioning was not working on our side of the building.| • There was no hot water in our room, forcing us to shower in the neighboring room and then return to ours.| • The room was not properly vacuumed, which is basic housekeeping.| • Internal communication between staff was very poor, with different employees giving conflicting information.||Despite having paid for full board, we were told we would be charged for the lunch we had while waiting for our room — an unpleasant and unnecessary discussion after everything that had already gone wrong.||Because of the lack of hot water, we were unable to shower properly and had to skip dinner altogether, which was extremely frustrating.||To make matters worse, at around 11:00 pm, staff came to our room to apologize — waking us up instead of respecting our rest. They also sent a fruit tray at 11:00 pm as compensation, which was far too late and not appropriate considering we had missed dinner and needed real food, not fruit.||The photos on the website look beautiful, but the actual experience does not match what is advertised.||This trip was meant to be something very special, and unfortunately, this hotel ruined our first impression of Akagera National Park. The location may be incredible, but service, organization, and guest care need serious improvement before this property can justify its reputation or price.||I would not recommend this hotel until major operational and service issues are addressed.