勒馬拉荒野水域旅館

Este hotel es un sueño. Se encuentra en una isla en medio de una zona de rápidos del rio Nilo. Las habitaciones son una cabañas en medio de la selva. De las zonas comunes a las habitaciones se acceden por unas pasarelas rodeadas de vegetación y monos. Las vistas son espectaculares y las habitaciones grandes, bien decoradas, con baños inmensos, bañera en la terraza o mini piscina...un sueño bañarse viendo los rápidos o el atardecer. En recepción tienes las zonas comunes con una piscina justo al lado de los rápidos y una terraza muy agradable, siempre con vistas preciosas al Nilo. Aconsejo levantarse temprano para ver amanecer desde la terraza del comedor. La comida muy rica y la atención del personal también. Se llega desde tierra cruzando el rio en una canoa con motor hasta la isla, entre los rápidos. Se puede contratar escursiones al pueblo cercanno o como nosotros hicimos un rafting. Una de las mejores experiencias que he vivido. Espero poder volver algún día

I waited a bit after my travel to post this review as I wanted to allow the company the opportunity to discuss with me the experience. After speaking with a US based representative, I was told that another representative would reach out to me soon - that was over a month ago with no contact, so I now offer my review. The lodge sits in a beautiful location surrounded by the Nile, it requires a very short boat ride from the car park to the lodge. The small island is secluded and quiet, and the accommodations are comfortable. However, the customer service was extremely poor from beginning to end. This was my 14th visit to Uganda, and I have stayed at numerous lodges that are also in wonderful locations, so I have some background to compare this experience. We had issues with booking from the beginning including poor and inconsistent communication. We had to reach out multiple times after arriving in country to ensure our reservation was in order and to get directions to the boat launch. It took until the day prior to finally get in contact with someone, and then she could not locate our reservation at first. The staff member we dealt with was unprofessional and even stated she needed to end the conversation so she could "get back to emails". During our chat, we were told we could arrive as early at 11:00 am, so we arrived at the boat launch at 11:30 so we could get the most out of the day which we paid for in full. Once we arrived at reception we were told we could not get into our rooms until 2:00. So we had to sit in the dining room until 2:00. My room had a window near the bed with a view of the river, however the window was filthy. I noticed that it looked like some work had been done in that area recently, then I noticed broken glass on the ground outside. I asked the manager, Robert, directly if he could have the window cleaned so I could enjoy the view. Even though he said he would do so, it never happened. This was a sign of things to come, as the food service, beverage service, and overall customer experience was unprofessional and unacceptable. The company felt it was fine to have the dining area and reception area painted during our stay, so our meals were spent watching painters, the library sitting area was completely closed off, and the staff were busy cleaning and inventorying the bar area. We had a horrible customer service experience the entire stay. We even had to clear our own dishes from pool side because the staff were conducting a liquor inventory. We paid $750 per night for an all inclusive, and had to ask for wine refills as a second glass was never offered. After explaining this and more, I was told by the US representative that the company has had difficulty with training, and maybe they should only charge $450 per night to accommodate for the poor service. Apparently the poor service starts at the top.