Mdluli Safari Lodge — Hotel in Mbombela

Never in many years of travelling & working in hospitality, has a place managed to fail so dismally on all aspects of service & customer care.

The adherence to covid protocols at the plain and average buffet was admirable. It was almost impossible to find anyone to request a wine/beer from, or even to ask how our meal was. Management however sat & ate non stop at their own table every night.

The outsourced guide, Dan, from Echo Safaris was excellent, friendly & knowledgeable. The cooler boxes prepped by Mdluli, were not even worth writing about.

The real trouble began when the well fed manager Chris came up to us at the pool the first afternoon & asked us to stop our 3 year old from shouting with joy, as it sounded like distress & said people were getting upset.

While nobody likes a screaming child when trying to relax, we didn't feel that in a family-friendly resort which currently had 2 couples without kids & about 6 couples with kids (3 which were family), around the pool, minded the 5 mins of a 3 year old enjoying the water in a large outside area. We had to remove him entirely after feeling singled out.

After that evening's drive, our toddler had fallen asleep in my wife's arms, & not wanting to take the risk of disturbing anyone, or the manager it seems, I wanted to either dish up for her, or see if there was a room service option to accommodate a parent with a sleeping child who is not able to dine at the buffet. The chef who was dishing up snatched the plate from my hands & abruptly informed us that you cannot under any circumstances eat in the rooms. It is against the rules, we do not break rules, and if you have a problem take it up with management who can give you special permission to have food in your room. No service, no hospitality & certainly no "I'm so sorry sir, we do not offer in-room dining, but perhaps we can offer you xxxxx". Or simply, a gentle explanation followed up with a solution for the customer.

Bearing in mind the milk sachets for the tea/coffee were not replenished so were not able to even get any kind of milk or water for our child back at the tent until the next day.

The next morning we heard there was a noise complaint issued to a neighbouring tent which had two 6 yr old children, so at this point we are feeling awkward constantly telling the children to keep quiet, which doesn't make for a relaxing holiday experience.

Our last night's dinner was the final straw & yet another night ending up with us not being able to enjoy, or even eat, our dinner. The same chef refused to serve our older child who at that particular moment had his mask under his chin. While we are all aware of Covid protocols, & well done for all restaurants & staff who follow them, & ourselves who had been following them throughout our stay, to again snatch a plate away from a 6 yr old child & reprimand him, is unacceptable, its just plain disgusting. Whilst at the same time to ignore the people smoking in the no smoking communal area just a few metres away from the restaurant? Hospitality, service & plain fairness - non-existent.

This series of events now caused me to lose my temper and while I searched for Chris the manager to have a chat, there he was, amongst the diners on the phone on the balcony, with no mask on.

I told him (and filmed it) to put his mask on & sort the issue out. My arguing drew attention & next thing a few other people started having a go at him of how their last few days had been & how they too felt. He offered his business card, no apology & slunk away. The next morning when checking out (we decided to not even stay for breakfast) & settling the total groups bill, there was no apology offered, nor any explanation & the responsibility was palmed off onto the poor lady at the front desk.

It was the worst hospitality experience we have ever experienced. A pity, as 10/10 for the tents, a few smiles from some of the staff, but 0/10 for service & hospitality. We will certainly...

Firstly and most concerning is the fact that despite reassuring guests IN WRITING (see photo below) that there is a doctor available 24/7, they do not employ or contract ANY doctors on the property. The closest thing you’ll find to a doctor is the assistant manager, who claims to be first-aid certified. Even so, this does NOT constitute the status of a doctor. Additionally, guests are told that an ambulance can be called if prompt medical attention is needed. This is yet another lie, as the gates to Kruger National Park are closed every evening from dusk to dawn. Although this is done to keep out poachers, it also means there is no possibility of any medical staff entering the park after dark, nor is anyone allowed to leave. Therefore, if you encounter a mild or serious medical emergency (as I did shortly into our stay), you are HELPLESS until the gates open in the morning. Besides the lack of a professional medical physician as promised, you will be hard pressed to find ANY staff on the premises AT ALL after 10pm. Despite further reassurance that you can call the reception any time of day or night to request assistance (for emergencies or non-emergencies including golf cart transportation), all the staff of the lodge live off-site, and there is NO ONE attending the reception desk overnight. The only way you’ll get help is if you yell into the abyss for security, in which case the singular guard from the main gate (about a mile away) MIGHT show up, or might not.

For a so-called “four star luxury” stay that was portrayed to us as a five star lodge, the entire place feels like it’s run by amateurs who have never been to or operated a reputable establishment before. The level of unprofessionalism, disorganization, and pure neglect is simply unacceptable for the price you’re paying. It’s one thing to offer amenities like a spa or gym and they not be present/available, but it’s another to bring guests in under the guise that they will be safe and attended to during all hours, when in reality that is not the case. It’s only a matter of time before this new property encounters a lawsuit for its deceptive tactics and unscrupulous behavior. Save your money, and look into other lodges inside and near to the park. Mdluli is NOT worth it, and neither is risking your health, safety, and well-being. There are plenty of others that are truly 5-star lodges, but this is certainly not one of them. Not to mention the food was absolutely horrible! I can unequivocally say that we will not be...

Disappointing Stay, Misleading Location, and Terrible Management

If you are looking for an authentic Kruger National Park experience, do yourself a favor and do not stay at Mdluli Safari Lodge. The single most important thing to know is that this lodge is not inside the Kruger Park gates. It's in the Greater Kruger area, which is a key distinction that the management is dishonest about. The location is on the far western edge of the park, and as a result, the game drives are a complete waste of time. The terrain is all thick brush and dense trees, and it's virtually impossible to spot any animals. You will spend your time staring at vegetation instead of wildlife.

To make matters worse, the management is incredibly deceitful and unprofessional. After being promised a refund for an unused stay, they completely failed to follow through on their commitment. They lied about the refund process and never returned our money, showing a complete lack of integrity. This is not the type of establishment you want to give your business to.

Instead, I highly recommend staying at the Skukuza Safari Lodge. It offers a vastly superior experience. From Skukuza, you have direct, immediate access to the heart of Kruger National Park. You don't have to go through the main gates and you can get on a proper game drive right away. The terrain is open and provides excellent visibility, so you'll actually see the incredible animals Kruger is famous for. Additionally, Skukuza offers the option for true night drives, which are not an option at Mdluli.

Save yourself the frustration and disappointment. Book your stay at Skukuza Safari Lodge...