Sebaga M
ngày 25 tháng 11 năm 2024
We chose this resort for its relaxing atmosphere and picturesque scenery, which initially drew us in and promised an unforgettable experience. Unfortunately, the customer service completely ruined what was supposed to be a peaceful 4-day retreat in Zanzibar. Critical processes within the resort were poorly managed, resulting in an incident where staff members stole from us, and instead of addressing seriously, the management was dismissive and resorted to gaslighting when the matter was raised. Adding to our frustration, the resort falsely claimed that such incidents had never occurred before, despite the existing reviews from other guests describing similar experiences. This lack of accountability made it evident that the management prioritises protecting their reputation over resolving guest concerns. When we requested police involvement, it became apparent that there was a close relationship between the resort and the local authorities, which left us doubtful about the investigations integrity. However, a police case has been opened and the investigation is ongoing. What added insult to the injury was the unprofessional behavior of the staff, who openly celebrated and sang on our ride to the resort from the police station, right in front of the HR Manager. Instead of intervening or reprimanding the employees, given the circumstances, the manager showed no concern. Furthermore, when we sought a discussion with the general manager, we were informed that he is “resting”, and that we should wait until his rest time is over, which really demonstrated the lack of urgency and respect towards us as guests. This entire expect was deeply disappointing and far from what we had hoped for. We lost so much time dealing with the resort and the police, which led to us missing on some of our planned activities. While the resort’s setting was beautiful, the incident, the mismanagement and disregard for guests well-being made it a regrettable choice
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