351ishmaelm
27. september 2024
Our stay at Lush was very pleasant, from the welcome, the facilities, the game drives, the dining experience and the staff. It is a magnificent lodge in all respects. Our ranger, Avi was fantastic. A special mention has to be made of Dalmane, Phindi, Taolo, Pule, Clinton, Rodney, Kea (+ her colleague in the spa, whose name I forgot sadly) and Gloria; they were very attentive and professional in everything they did for us. The bar staff were all amazing too. For a luxurious 5-star lodge like Lush, we felt not enough attention to detail was given in some instances. For example, I reported a Nespresso machine in my room (room 2) that was not working and nothing was done about it. At one point our 4 girls were sharing a suite yet only one shower cap was provided for all of them. When we upgraded to the deluxe suite there were no slippers for us in the suite. On more than one occasion the bar ran out of items on their menu - strawberry for the daiquiri, and fresh mint for the mojito. On one of the dinners, a special wine was offered and recommended to us without any mention that it was not on the “inclusive” list of beverages….We didn’t mind paying for it at checkout, but I was put off by the underhanded manner in which it was offered. My wife and asked for ice cream as an alternative for the dessert on the set menu and there wasn’t any available. Their maintenance staff drove their van in front of our suite (which had an outdoor shower and bath) one afternoon, and no one had checked with us or given prior warning ……we could have been showering outside!! One of the staff assigned to our table, I felt , lacked a sense of good professional etiquette. In the guise of being attentive, he became intrusive and overbearing (I am not sure if it was intentional or not). He had a patronizing approach that made us feel like he thought we had never been to an establishment of this type before. He spent an inordinate amount of time at our table unnecessarily explaining, in detail, things no one asked him to explain, e.g. how to identify items on the menu, what an omelette is and what a poached egg is…….(my sister-in-law still got served scrambled egg with bacon after ordering an omelette with no pork products, and he dared insist it was what she ordered). We were asked to repeat our breakfast orders more than once (and raise our hands so he could count how many coffees and/or hot chocolates we wanted) as he got himself frazzled by his own unsolicited explanatory monologues. I want to believe he is a good person with a lot of potential, but he needs some serious guidance. There is a very fine line between being attentive and being intrusive/overbearing; he needs to learn to recognize that difference. Guests need to be given space to enjoy their meals and their own company in peace without an obtrusive waiter hovering over them. In spite of the glitches mentioned, we had a wonderful time at Lush.
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