The Island River Lodge

The Island River Lodge 's response

Thank you for your review but I have to admit that it is quite disappointing, more to do with the fact that the comments are not quite accurate.

Sorry if you felt that I was uninvolved, but you were greeted by myself on your arrival, I took you to your rooms, showed you the Kitchen/Boma/Braai area, also one of the Tented units (for your interest), also the pooled and outside decking area. I also asked what you planned to do during your stay and advised you of options and suggested certain things to do and consider including during your stay. I also spoke to various members of your group on several occasions and asked how things were going. When you went out, I would see you off and, on your return, I checked on how your trip out was. On the day of departure, I was with your group when you left. Therefore, not sure how more involved I could have been.

During these times, no comment was made by any member of your party regarding any issues or problems, and unfortunately if not advised then cannot be resolved. Nothing said about a shower or floor flooded, so not able to resolve if not informed of an issue.

Just to clarify we do not just offer catered options for overseas guests, as the people that you saw having breakfast were a South African film crew. We provide two offerings, which is available to all guests irrespective of origin, which is catered (Breakfast and Dinner) and Self-catered, which does not offer any meals, drinks etc. These offerings depend on what you book and your budget/requirements rather than whether South African or Overseas, and we do not distinguish between any differing group of people.

You were booked on a self-catered basis, which by description means that you understand that you cater for yourself and expected to bring what food, drinks, etc that you personally need or need to frequent a local restaurant, bar, cafe etc.

We do not have an Alcohol license so do not offer 'Bar' facilities to any guest, and this was stated to you on arrival. There is also nothing advertising Bar facilities to any guest (catered or self-catered) on any selected booking platform and as you booked 'self-catered' it is assumed that you would bring your own.

Unfortunately, you arrived without alcohol on a Sunday and the bottle stores etc are not open as per regulation laws, so only option is a local bar or restaurant.

The facilities made available to you were those offered to self-catered guests as per the descriptions provided on booking platforms, and whether you elect to stay in the chalets or tents, then you use the communal kitchen/braai/boma area as advised and shown in the photographs.

The pool, outside decking area etc are able to be used by all guests, as you were advised. All guests can use the TV area as per the information when you booked and has nothing to do with which unit occupied, and as advised to you that this is stream based services, i.e., Prime, Netflix, Showmax, YouTube etc.

You wanted to watch the rugby, but as advised that we do not offer DSTV so you would need to go to a local pub/restaurant. This service is not advertised to guests on any booking platform. I said in conversation that I had 'personally' come away from DSTV as the cost of what is provided does not offer value....to which most of your party agreed and stated that they had stopped it as well. So, to state that we have no TV, or you were not able to use the lounge is erroneous and not what was advertised or stated to your party.

In regard to meals, we do not have or advertise a restaurant onsite, but meals can be booked when you making a reservation if asked or it has to be booked at least 24 hours in advance but not on arrival as you wanted. This is especially true on a Sunday afternoon when shops are already shut and unable to get fresh produce.

Regarding Coffees etc, each room has a coffee/tea making facility, but you booked on self-catered it is assumed that you bring tea and coffee as part of your supplies, however as you did not arrive with anything, I offered to provide these to you on request, which you did not prevail yourselves of and said you were fine.

The rooms were cleaned and checked before your arrival, and I can state that they were clean to standard. Regarding your comment that the rooms were not serviced, this is disingenuous, as at 7.30am when I spoke to members of your party and asked how they slept etc and that everything was ok and to let me know when the housekeepers can enter the room it was stated that the rooms do not need to be cleaned. I re-asked and was given the same response. If your group has stated that they do not need the rooms serviced, then it is unreasonable to state that we did not service the rooms.

On your arrival you were shown your rooms and also taken and shown the communal kitchen, boma/braai areas, which I also pointed out that the boxes containing all cutlery, eating and drinking utensils were in this area. These are in separate boxes per unit as a holdover from CoViD. However, I stated that if you wished each box to be at the separate unit to let me know. This you never requested.

So, to say that you were not allowed to use the Braai area is inaccurate and you certainly were not told that at all. I am also confused that you stated that you had a Braai but had to use the area that is designated for the use of self-catered guests and the same one which I showed you on your arrival. This is irrespective if you booked a tent or chalet, as we charge and provide the same offering.

Regarding Telephone signal and Wi-Fi. We are not responsible for signal levels provided by any operator. We are in line of site of the main tower in the area and therefore can get both main two providers, but unfortunately topography can have an impact on the level of signal. I have a dual sim phone and can make and receive calls on both providers, however buildings, trees and topography can impact at times.

You were advised that Wi-Fi was available but due to restrictions of point-to-point Wi-Fi in the bush, that it was only available at the main lodge. So, to say that we do not provide Wi-Fi is not accurate. At no time during your stay did any of your party re-enquire about the Wi-Fi or come to the main lodge to make use of it, and the lodge was open the whole time you were on site.

Regarding your statement concerning the pictures not representing what is offered please provide your own photos to compare to what is advertised by our establishment as we have tried to make sure that the photos reflect what is offered.

Regarding your comment on the 'nearest place to visit' I assume refers to the restaurant you went to use to watch the rugby, but not sure about the 'bitterly dangerous' statement. I have used this establishment on several occasions and do not see how the roads are dangerous, this is especially true as you are farmers and live in rural areas and stated the roads here were better than the ones you are used to in the Free State. I can only assume that this statement was for effect.

So again, disappointed that you were not happy with your stay, but as per my response, what you booked, what you paid for and facilities offered for the basis of your booking (i.e. self-catered) was fully in line with what was advertised and provided to you.

This is especially true, because I asked various members of your party if they were ok, how are things, anything I can do etc, to which I got no negative response or notified of any issue, so therefore we can only deal with issues we are made aware of. Your party also said that they enjoyed their stay on departure which is strange if all the referred to issues impacted your stay negatively.

The Island River Lodge 's response

Thank you for your review.

Unfortunately there is nothing I can do about flies and insects in general, it must be highlighted that you are in the bush and any and all meat left uncovered and trays or containers that have had meat in/on them will attract them wherever you are in the world. This is the reason that sealable bins are positioned strategically in and around both the boma area and units, as pointed out to you on your initial inspection. These bins have their plastic bags changed and the bins are washed out daily to minimise flies from the area.

The staff are instructed not to disturb the guests, and will neither clean the rooms or the boma area whilst guests are using them, and will return once they are not occupied or not in use. Many guests have commented on this and have stated that it is a positive, as they do not feel the need to vacate their unit or any other facility area.

However, it must be highlighted that the stated booking out time is 10am (especially in the busy festive period), and to be just starting making your breakfast at this time should of been included in your review, especially as she was cleaning plates from other guests who had made their food earlier, and neither she or myself at any time suggested that you could not finish making your food, even though it was past 10am and ultimately you did not vacate the establishment until after 11am.

My manner and demeanour does not change and I am focused on guests and their time spent here, and neither I or my staff have ever chased guests away if they are still in situ past the agreed booking out time. However it must be highlighted that your family attitude to myself and my establishment altered after I had to ask your husband to desist on chopping and cutting food on the wooden counter tops in the boma kitchen and rather use one of the 3 large chopping boards provided for guests use (which I feel was a fair request). Also my request to your son to turn down the music (twice) that was being played loudly from his vehicle, after other guests comments, is again probably one of the reasons that your attitude altered.

But thank you for your review and your patronage, and am sorry that you needed to leave a negative review but will always take notice of any and all positive or negative comments in the these reviews and if something needs addressing then will do so appropriately, if within my or my staff's power.

Iain Rendle The Island River Lodge

The Island River Lodge 's response

Dankie Pieter

I am glad you enjoyed your stay.

Iain Rendle
The Island Hoedspruit