LIONSROCK Big Cat Sanctuary — Attraction in Dihlabeng Local Municipality

I will start with the positives: Right off the bat - you cannot fault the commitment and dedication of the facility to their big cats - they live up to the Mission Statement of Four Paws. There are also antelope that roam freely and are well looked after. They uphold the values of a real sanctuary and that is easily recognised. The rooms are named after a specific Big Cat and their unique stories are outlined for you - which really is a nice immersive touch. Given the remote location they do well to have good food/drinks variety and good wifi signal. The food quality is acceptable but varies meal to meal - for example the steak was immaculate whilst the omelette was mediocre. It is nice that ALL meals are included in your stay - which is easier for budgeting purposes. The facilities are well maintained and the staff take pride in their work. The gardens are seen to daily and rooms are readily cleaned on request. The customer service is immaculate - all staff members are friendly and approachable. HOWEVER - there is a very clear distinction between customer service and customer experience and whilst they have mastered customer service - overall customer experience is lacking. The beds are fine - there are electric blankets for cold evenings and the linen is clean and comfortable. However - no aircon system.

What needs work: The bathroom overall needs work - the shower is outdated and has a detachable shower head which makes showering comfortably difficult. The toilet had a TERRIBLE odour that made the entire room smell if the bathroom door was left open. When we approached the front desk they simply sent cleaning personnel to clean the toilet, which did not address the issue and the smell returned by the afternoon. The pool (albeit that they clearly state that it is not heated) is far too cold to utilize which is a pity as the pool area is lovely. The experiences: we did three experiences - the sanctuary drive tour, the enrichment tour and the exclusive tour. The experiences are included in your stay BUT you have to pay an additional R800pp for the exclusive tour. The sanctuary drive tour is okay - you drive around, get to see some of the lions and antelope and leopards - nothing to really write home about (3/5). The enrichment tour was well-worth it - you create enrichment toys for the lions and get to watch them use and play with the items (4.5/5). Now the exclusive tour is what has left a sour taste in our mouths (0.5/5). We FULLY understand that things happen that are out of people's control and this is not an indictment against anyone in particular but it felt all but "exclusive" (bear in mind that you pay additionally as listed above). The exclusive tour is meant to encompass a feeding tour, a tour of the clinic, the tiger valley tour, and a "gift to remember them by". We managed to do the feeding tour but we waited 40minutes on the feeding platform waiting for the feeding car to arrive - the feeding tour is fine - they give the lions food and you watch from an elevated platform but your view is often obstructed. We also had to listen in on two staff members squabble and one reprimand the other over the communication system that our guide had - which was really uncomfortable and unprofessional. We were unable to visit the clinic as the vet was busy and the vet's assistant was on leave - we understand that things happen and we appreciate that the animals' wellbeing is being prioritized. We were unable to do the Tiger Valley tour as a fire broke out near the enclosures and the tigers had to be locked away for their own safety - once again, although disappointed, we fully understand that the best interests of the animals were upheld and we appreciate that. However - we paid R800 each - essentially for a badly planned out feeding tour (which is R300/included in the activities when you stay over) and we did not even receive our complimentary gift. There was no mention of a possible partial or full refund and it felt like a huge waste of money.

"Okay" overall experience - would...

My husband and I, and our son and his wife, have just this week spent 2 nights at Lionsrock Big Cat Sanctuary celebrating 2 birthdays in 'a feline way'. We booked the package which included 3 tours and all meals. The rooms, which are in the process of being upgraded, were comfortable and beautifully decorated in earthy colours. We were fortunate to see the rescued big cats being fed on our one tour, which was an enlightening experience provided by Chantelle. In a world where so often it is forgotten that animals are sentient creatures, we could not help but feel very emotional at the rescue stories and the wonderful work being undertaken by Four Paws in providing these once abused cats with a safe and caring environment. On our day of departure, and in more overcast conditions, we were very privileged to be taken by our guide Excellent on a tour of Tiger Valley. All the cats were out and about in their enclosures, some on their platforms, and each displaying a unique personality. Excellent had a wonderful way of educating us on the background and ongoing care of each cat. His obvious passion and dedication for wildlife in general was very evident. On initially arriving at the lodge, we were warmly met by front office Manager, Max, who immediately made us feel at home, as did the staff working with him. The meals prepared by Chef, who warmly interacted with us on several occasions, were outstanding and varied and for the first time during our numerous travels, my request for gluten free options were provided for. We were even spoilt with a celebratory gluten free birthday chocolate cake. We were looked after in the dining room by Mapaseka, a young lady with such a positive and giving attitude. Nothing was too much trouble for her and her smile lit up each meal. Our overall experience of Lionsrock, from our personal welcome at the gate, was outstanding in every respect. We have been left with memories that will forever be valued and appreciated. We wish Lionsrock all the very best in their future endeavours and thank them for all the effort and amazing work that has already been done in caring for abused cats from all over the world and feel sure that their continued efforts will make such a difference to these animals who would otherwise have been lost to all of us. We thank you all for a wonderful all round experience and hope that one day we will have the good fortune to visit you again. Molly and Conor...

Overall, this was such a pleasant experience. We slept overnight as a group of about 40 and took part in a number of activities. Ntate Max and his team made the booking process such a breeze with the logistics of booking for 40 adults. Communication was so seamless from the onset and that translated when we checked in, the staff was patient with us and made the experience lovely. We went team building and ntate Mofokeng his assistant kept to the briefing and went above our expectations. We then went on a game drive; the guides were so patient and knowledgeable. The whole experience was such a breath of fresh air. All the animals were obviously well taken care of. The premises was also well taken care of. The staff is clearly attentive to the needs of the animals. The food?! My goodness! Everyone was raving about the chef. She really outdid herself. Chef's kiss👌🏾 Some members of our group were in cabin 3 and there was only one shower which doesn't seem practical; but again ntate Max was willing to assist with that. The showers can also be updated. Also the 13km dirt road drive is such a drag. Not sure if it's the property's responsibility to fix it, but it would make the drive easier.

But like I said this was overall such a beautiful experience. We also used their conference room and the team was always ready to assist us. The staff showed such professionalism and tended to all our needs and wants. I genuinely take my hat...