After paying in advance for room and half board (breakfast and dinner), staff insisted that we produce evidence we had paid since their booking agent had not yet transferred the funds we had sent many weeks prior to our stay. Our receipt only showed total paid so we were forced to pay again for dinner for the group. This took hours to resolve and created a bad experience for the entire evening.

You pay high $ value for this hotel and the first thing is the half mile road leading to hotel is nothing but pot holes and absolutely rugged. Entering the reception area, there was not enough light to fill in the forms, etc. Amenities in the room were less than adequate. Poor lighting and just one plug to use your charger hair dryer etc. BTW, no hair dryer.

First time I’ve used Hotels.com and first time I’ve stayed at this resort, I’ve been charged an extra 120 USD with no sign of refund, Heritage lodge advertises on this site is false, no internet. No hot water, electric only 2 hours first day, 3 hours second day, didn’t have enough time to change phones for camera so suffering next day when we was on safari, staff friendly and offered to charge phones, if you like normality hot water & electric or luxury extra internet don’t bother staying here, if you want a refund don’t bother booking with any of the chain resorts, the rep was not very helpful.

Staff was wonderful, nice rooms, good food, facilities were nice...