Zebu Lodge and Luxury Hotel

I experienced the most terrible customer service one can get in this Zebu Lodge and Luxury Hotel Narok. I will narrate a short story to explicitly describe how terrible my experience was. On 9th June 2022, I raised an email request to facility for reservation of two rooms and was in communication with one of their staff members Mercy who confirmed booking. I booked for two nights (15th to 17th June 2022 were my reservation dates on email) and our office made a bank transfer payment upfront before the travel date. Upon arriving at the facility on the evening of 15th, I was shocked to learn that the place was fully booked and there were no rooms available. This is totally unexpectable and worst the same staff member who were communicating on email doubled as the receptionist. This really messed me up especially that it was it the evening and the only excuse Mercy gave us was that some clients came in at 11am and check into our reserved rooms. Moving on, I asked the two receptionist to give me a solution because my colleague and I felt they were just playing cards on us based on the fact that we had firmed the booking confirmation on email and paid upfront. After 40 minutes of waiting, my colleague asked to talk to the manager who came and offered to take us to their Sister Hotel. The sister hotel was low quality and stained dirty walls didn’t sit well with me. Upon taking dinner at the sister hotel, the hell spelt doom on my colleague and I got bad food poisoning and we barely slept. Mind you the next day on 16th, I was supposed rapporteur a conference event happening at Zebu Conference Facility. I got so sick to an extend I was rushed to Agakhan Narok Clinic and doctors had to watch me for 3 hours. My colleague also came for a medical check up because he was not well. This inconvenience costed me a whole working day. On the last night we managed to get rooms in Zebu but surprisingly no one from the hotel management talked to us or even tried to own their mistakes for them it was business as usual. At this point I was looking forward to getting back home because my body felt unwell and I was very messed up. To conclude, I highly regret having booked this place and definitely will not come back. It was a painful experience to receive zero guest relations!!

The hotel is good and still under construction. The rooms are very spacious and with a separate lounge area. The rooms are clean and and of average standard. The hotel has no lounge/Bar area for residents and the dining areas for residents is very wanting. Am hoping they will improve as the construction of various buildings is ongoing