We never made it to the lodge we booked. Despite repeated assurances via email and text through hotel.com that our booking was guaranteed , on our way to Masai Mara our driver received a call to divert us away from the original lodge Nalepo Mara which had a swimming pool to another lodge called the the Masai Ndovu Lodge which appears to be under the same management. This lodge had a broken pool limited WiFi and lodges which were not new. When I took the matter up with Josef he dismissed me by saying we had an upgrade. This lodge was definitely not an upgrade and given that we were now in difficulty had no choice but to accept the lodge, which incidentally cost the same as the one previously booked. The staff did their level best to please us but the surroundings were out of their control. I am not happy at all and will be taking up this matter with Hotel.com customer service upon my return to the U.K. hat is clear to me is that they clearly give our booking to others possibly at a higher price despite the fact we were on the road to the lodge when we were notified, which made it too late for us to change our plans or even contact Hotel.com

Scam artists. The hotel doesn’t exist in the location on the map. I was informed that it was in another place 2 hours drive away but when arriving there I was led on a wild goose chase. They took me to another hotel property where the manager lied about his name, claiming to be my contact when he was not, and they tried to extort me for much more money even though I’d already paid.