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As part of a safari, three friends and I had a longstanding reservation for three nights. Between four of us, we occupied two rooms. On the second evening of our stay (11/8), we returned from a safari at approximately 3:30pm. At around 6pm we went and sat in the bar until dinner at 7pm. During our time in the bar, I noticed the manager walking in the vicinity and he even entered the bar to speak to staff. At no time did he approach us.
Once seated for dinner, our safari agent called to explain the need for us to check out the following morning. After the call, the resort manager approached our table with ‘ how is everything ‘ which received various responses from us making clear our displeasure over being asked to leave. He apologised and stated it was due to government officials visiting and outside his control. I asked the manager to confirm when he knew, and he said only a short time before. I asked if other guests also had to leave and he said yes. When we decided to return to our room, I saw the manager summon an escort and give instructions. The tone and manner of the manager to the guard, a young man, was entirely disrespectful and unnecessarily aggressive.
We never saw the manager again before leaving the next morning.
My conclusions:
We do not accept the manager’s explanation that a sudden visit by government officials was the reason. I believe the resort had double booked and we were the guests chosen to resolve the issue. In addition to health and safety, I would have thought a fundamental value of operating a hotel ( and especially one that purports to be luxury) is to guarantee the duration of stay. I believe the manager was aware of a capacity issue before we commenced our stay.
The apparent explanation of why we had to vacate is one issue. The other issue is how the news was delivered. The manager had ample opportunity to inform us prior to dinner but instead did nothing and let our agent call us mid way through dinner. Entirely unprofessional and indicates a significant lack of competence and experience on the part of the manager. His avoidance of informing us himself is a demonstration of the lack of genuine concern for the ensuing inconvenience and quite frankly, humiliation, of being told to vacate. The manager’s apology was pure lip service. The sign of a true manager is one that confidently deals with both the good and bad situations- not avoid or pass to others.
While I wasn’t going to complain about facilities, given the notice to vacate, I would like to give a complete picture my experience.
The shower leaked, quite badly. The water crawled across the floor in front of the toilet. The source of the leak looked to be covered in mould.
It rained each night and our tent leaked, between the toilet and bathroom sink.
The resort is advertised as an eco-resort in the park. The expectation is that one can hear the animals from the tent of a night time. The reality is that the animals can’t be heard over the sound of the generator, which only stops very late at night and restarts in the early morning.
The rooms do not hold tea and coffee on the basis that room service will deliver upon request. On two occasions this system failed. On one occasion, it took 90 mins and three phone calls to receive two cups of tea. There was a breakdown somewhere in the process.
The resort staff were, at all times, entirely pleasant and helpful. My perception is that staff were disempowered and afraid to take any initiative.
ADDENDUM 1 Nov 2025
In response to the very belated reply by Ilora and presumably by the manager that provided such unprofessional service (management 101: you shouldn’t be the judge of complaints about yourself) I would urge guests to make their own enquires of resort staff and see just how stressed and unhappy they are in their employment. And honestly, scratching your head? Staff would be too afraid to speak. And you’re in no doubt about the circumstances and how badly the situation...
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As part of a safari, three friends and I had a longstanding reservation for three nights. Between four of us, we occupied two rooms.||On the second evening of our stay (11/8), we returned from a safari at approximately 3:30pm. At around 6pm we went and sat in the bar until dinner at 7pm. During our time in the bar, I noticed the manager walking in the vicinity and he even entered the bar to speak to staff. At no time did he approach us. ||||Once seated for dinner, our safari agent called to explain the need for us to check out the following morning. After the call, the resort manager approached our table with ‘ how is everything ‘ which received various responses from us making clear our displeasure over being asked to leave. He apologised and stated it was due to government officials visiting and outside his control. I asked the manager to confirm when he knew, and he said only a short time before. I asked if other guests also had to leave and he said yes. When we decided to return to our room, I saw the manager summon an escort and give instructions. The tone and manner of the manager to the guard, a young man, was entirely disrespectful and unnecessarily aggressive.||||We never saw the manager again before leaving the next morning.||||My conclusions:||||We do not accept the manager’s explanation that a sudden visit by government officials was the reason. I believe the resort had double booked and we were the guests chosen to resolve the issue. In addition to health and safety, I would have thought a fundamental value of operating a hotel ( and especially one that purports to be luxury) is to guarantee the duration of stay. I believe the manager was aware of a capacity issue before we commenced our stay.||||The apparent explanation of why we had to vacate is one issue. The other issue is how the news was delivered. The manager had ample opportunity to inform us prior to dinner but instead did nothing and let our agent call us mid way through dinner. Entirely unprofessional and indicates a significant lack of competence and experience on the part of the manager. His avoidance of informing us himself is a demonstration of the lack of genuine concern for the ensuing inconvenience and quite frankly, humiliation, of being told to vacate. The manager’s apology was pure lip service. The sign of a true manager is one that confidently deals with both the good and bad situations- not avoid or pass to others.||||While I wasn’t going to complain about facilities, given the notice to vacate, I would like to give a complete picture my experience.||||- The shower leaked, quite badly. The water crawled across the floor in front of the toilet. The source of the leak looked to be covered in mould.||||- It rained each night and our tent leaked, between the toilet and bathroom sink.||||- The resort is advertised as an eco-resort in the park. The expectation is that one can hear the animals from the tent of a night time. The reality is that the animals can’t be heard over the sound of the generator, which only stops very late at night and restarts in the early morning. ||||- The rooms do not hold tea and coffee on the basis that room service will deliver upon request. On two occasions this system failed. On one occasion, it took 90 mins and three phone calls to receive two cups of tea. There was a breakdown somewhere in the process.||||- The resort staff were, at all times, entirely pleasant and helpful. My perception is that staff were disempowered and afraid to take...
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Staying here in masai mara was one of the most beautiful and unforgettable experiences of our trip! From the moment we arrived, it felt like home — not a generic hotel, but a place filled with soul and warmth.
The accommodation was beautifully done, with every detail thoughtfully curated. What made it truly special was the personalized hospitality — this wasn’t a buffet-style resort; instead, whatever we felt like eating, the chef prepared it with love, just for us. Whether it was traditional or simple comfort food, everything was fresh and delicious.
One of the highlights was the deck where we enjoyed breathtaking sunrises with a cup of coffee in hand. It was peaceful, magical, and truly grounding.
The team went above and beyond to make our stay special — especially when they surprised my husband with a beautiful Maasai-style birthday celebration! The Maasai tribe came to dance and sing; it was such a joyful and emotional moment.
Being inside the park, the location was perfect — surrounded by wildlife, yet calm and safe. The people at Ellora were some of the kindest and most genuine we’ve ever met. Always smiling, always ready to help, and so respectful. You could feel the passion in everything they did — it wasn’t just service; it was true hospitality. Only few things were here and there if they work on it they can make it more beautiful.
If you’re looking for something beyond ordinary — something soulful, personal, and deeply rooted in the beauty of Kenya — I can’t recommend this place enough. A gem in the wild, with a heart that stays with you long...
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