When we arrived we were asked by the manager to contact him if we are unhappy and not to write negative things on the internet. What we never do, when we have problems, we go to the responsible person and the problems can be solved - normally, but not at HT :(( On the way to our room we immediately noticed the unpleasant smell of paint. About 20 meters after the main lodge a worker started to paint the railing. Remember - the lodge was fully booked when they started painting with a poisonous color. The smell was accordingly. Unfortunately we'd the first lodge. We asked for a room change - what would have been possible at that time - but it wasn't made possible. At this point, we haven't yet seen what impact this would ultimately have. My husband stopped the painting on the second day because we had all the toxic stench on our terrace and in the room. We couldn't use the terrace, we became completely dizzy and dizzy. For our game drives we got a very inexperienced guide (1 year). A 5 Star lodge should provide the best one. After several complaints and no change we decided to go on our own. After all, we were in the Kruger for our first time and we wanted to see animals - of course the big 5 - and not to stop for an Egypt goose. Also the two other ZA guests - very experienced with safari - complained. No change. We drove in the same small circle for two days. We were not able to call security from our room. We addressed this topic to the manager - it was still not possible on our last evening. I can't even imagine what could happen. We haven't got any phone numbers in case of emergency. At 12 noon we were rung out of bed because the fire extinguisher had to be picked up, because a technician was on the way. Best time for a break after morning drive and breakfast. Not worth mentioning that it wasn't back in the room until the next day. But matches and real candles are in the room - inconceivably. When we checked into the room the safe was locked. The manager wanted to do it when we are on the game drive. Not worth mentioning that it wasn't done. We have addressed the many problems several times and asked for changes. We asked for phone number and email addresses of responsible managers since the "management" at the lodge told us, he doesn't have any authority to make decisions, all is decided in Johannesburg. He is not allowed to give us a phone number or an email to address our complaints directly. The management wasn't even able to provide clean towels till our last evening. They have NO clean towels. Table napkins, staff clothing - everything is stained or dirty. In general the complete staff isn't trained for a job in a 5 star accommodation. The only positive experience is the chef - the food is very good and he knows what he is doing. The Management in Johannesburg supposedly knew about our complaints, but no one approached us.
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