Palm River Hotel — Hotel in Matabeleland North Province

I rarely write bad reviews, but this experience was beyond unacceptable — especially for a hotel that charges $600 per night. Upon arrival, we were placed in a room that was absolutely filthy. There were black stains on the sheets, dozens of long hairs all over the bedding, and a disgusting, dirt-covered carpet. It was immediately clear the bed had already been sat on or used. The sheets smelled odd and felt old — like they hadn’t been properly laundered in weeks.

To make matters worse, a cockroach was waiting at the door. When I brought this up, a supervisor came and dismissed it by saying bugs are “normal due to the environment.” No — it is not normal to sleep with cockroaches and mosquitoes, especially when no mosquito net was provided and they “forgot” to plug in the mosquito repellent devices.

They offered to move us to another room. That room was no better — I counted 20 to 30 hairs on the bed alone. A third room we were shown had actual blood stains on the sheets. Completely inexcusable.

Let’s talk about the beds — they were comparable to what you’d find in a cheap roadside motel in the U.S. Thin, springy mattresses and sheets that felt like they came from a budget shelter. I’m a hotel owner myself, and I can say with confidence these are the same low-quality linens used in establishments charging $59–$79 per night, not a supposed luxury hotel.

Amenities? Nearly nonexistent. No shower gel, no slippers, and we were given only one large towel for two guests.

At this point, I question the legitimacy of many of this hotel’s glowing reviews. Our experience was so off from the way this property markets itself. I plan to dispute this charge with my credit card company because this is not what was promised or advertised. For the price, I expected luxury — what I got instead was closer to a poorly run 2-star motel.

Do not stay here. You’ve been warned.

Edit: the general manager is extremely nice and try’s the best to accommodate you because of that I will leave a 4...

Location is quiet and away from the hustle of town and only about 15 min drive to the Falls. Right on the Zambezi River with wildlife on property. They provide the first stocked minibar (sodas and beer) complimentary and have a nice coffee and biscuit selection in the room. Good shower pressure. While sitting in the dining room one evening, we felt as though we were in Zimbabwe during the Victorian era which was a lovely feeling. ||Agree with others as this is definitely not a 5 star hotel at least by US standards. Room and bath were spacious yet room lacked the extras. No robe, no slippers, no Kleenex just a little 4 in a travel pack, no proper closet or chest of drawers. The soap dish on the bathroom counter was glued down! Definitely not a 5 star trait. ||The check-in process was not ideal as there was another family and they gave us all the speech at the same time and the other family monopolized session. Then when she returned passports she gave all to the other family and left to us to sort out. Not very personalized service. Our room was a little tired with stained and ripped carpet. ||It is the little things that they seem to be missing. For example, we had a note pad but no pen, when they refreshed the coffee station, they did not refresh the sugar nor wash the spoon we used the previous day. They did not replace the Kleenex travel pack until we asked. ||As others have mentioned the dinner menu selection is limited (but a decent variety) and the service is very slow. We had dinner at their sister property and the food and service was much better. ||We booked through a package but I did an online reservation check and our room (standard) would have been $700+ a night. That is Ritz Carlton level pricing but this hotel is definitely not RC level. We are very seasoned travelers both throughout US and internationally and I am a previous hotelier so have a good sense of the various levels and would say this property is 4...

Our 5-day, 4-night stay at the Palm River Hotel was absolutely magical. From the moment we arrived, we were blown away by the stunning design and architecture—modern, elegant, and perfectly in harmony with the natural surroundings. It truly felt like an oasis, just 10 minutes from the majestic Victoria Falls.

Each morning started with a delicious breakfast that included fresh coffee, a vibrant juice bar, a wonderful bread buffet, and eggs made to order. The setting made it even more special, with breathtaking views of the Zambezi River. From our room, we could spot warthogs grazing, hippos lounging, and playful monkeys passing by—such a unique and unforgettable experience.

Our room was clean, comfortable, and thoughtfully appointed, with a bed that made it hard to get up in the mornings. The service throughout our stay was top-notch. The hotel offered seamless transfers to and from town, and every driver we met was professional, punctual, and incredibly kind.

During our stay, we explored the area with a guided rainforest tour, the Lookout Cafe and Dusty Road township experience for lunch, as well as the elephant walk shopping center. We also arranged a helicopter ride over the falls and a serene sunset boat cruise—both were absolutely worth it and added so much to our experience.

We couldn’t have asked for a better place to stay. Palm River Hotel offered comfort, beauty, and a sense of peace we’ll never forget. Highly recommend to anyone visiting...