Sandton City Mall

Phone didn't work at times. Front desk didn't pickup at times and when you then had to go down to communicate an issue, most times they would seem offended until guest relations had to attempt to help and even that had its inconsistencies. Night shift seemed genuinely interested in helping out. Shower didn't drain properly, room had to be changed twice to get good drain. Very old couch. They didn't really seem too surprised and maintenance said half the rooms where like that. Chairs in pool area dusty so couldn't wait there during cleaning, you'd have to wait in an already crowded lobby. Dryer in room didn't work, maintenance confirmed that's how it worked. Housekeeping would forget stuff sometimes and when I tried to remind them of missing items or a missing area that wasn't cleaned, like the toilet or missing towels, it would almost seem like one was being overbearing. Even though housekeeping head seemed apologetic, sometimes cleaner would seem offended. Had to write the list of items on a paper and stick on door before I got consistent service. Restaurant waitress told a lie and didn't deliver an order that was paid. 3 out of the 5 times I ordered burger at night, bun was wet. When I complained in the morning to their head, first time she sounded like I was bothering her, second time, different person sounded better. No standards. It was a very stressful stay. I tried to give them a chance every week but overall was a very stressful stay. Never again.

Wow, where to start. For background info, my wife and lived for 3 years in Kenya and have visited numerous luxury lodges and been on various types of game drives. THIS lodge was without doubt the most impressive we have ever visited and the whole staff were incredibly friendly. The food was exceptional and especially in the evening had a dinner party vibe. We went at the end of August (their winter) but most days the weather was 28-30 degrees and we saw the big five. The park was plenty big enough to explore for 3 days and we would have loved to say longer. The price includes alcoholic drinks. We had a room with a hot tub and a great view of the water hole which had Elephants as well as numerous types of deer. It was so picturesque! The park is advertised as malaria-free but actually it is pretty much insect free. When we lived in Kenya, sitting out in the evening could be a battle involving repellent and netting. In THIS lodge you could sit out in the evening without being pestered at all, it was so relaxing. The game drives were definitely the highlight for us though. We were in a 4x4 jeep in small groups of between 4 to 8 and the driver was so knowledgeable and friendly and made them all great fun. We had toilet stops in the park. Early morning game drives involved coffee and a cake. Then in the afternoon we had a sundowner and then a night game drive each time too. Fantastic stay. We will definitely be back. This lodge is superb at every level. This was a dream holiday.

The penthouse was incredible. The staff was also extremely nice and attentive.