04 May 2018
The Naankuse Lodge and WIldlife Sanctuary is the kind of place you want to succeed. It is indeed a wonderful place with easy access to Windhoek and the airport, and therefore a great place to start or end your Namibia tour. However, the front desk service was poor, bordering on rude, during the 24 hour period we were there. While the food was quite good, the service for both dinner and breakfast was slow.
Naankuse was the last stop on our 12 day self-drive tour of Namibia, so we had a good basis for comparison. The lodge itself, and particularly the rooms, were beautifully appointed. The rooms had a high, gabled roof, wonderful bed, and stylish bathroom decoration. A small terrace outside permitted good views of the surrounding area. The lodge, with its floor-to-roof windows in the restaurant, also had great views. The swimming pool area, while not large, is absolutely sufficient.
In our view management could improve service levels by some more training. There was confusion as the the availability of certain activities the next day (even thought the folder said the activities were available all days). In the end we got to do the Cheetah Walk, which as a real treat, much due to the excellent and friendly guide.
We had to wait a long time for our dinner, which should not be the case as there is a set menu. We saw a family with a toddler that had to wait well over 1 hour for their main course, they got it later than us even though they were already seated when we arrived. For breakfast next morning the same thing happened: people got their eggs in a random order compared to when they had ordered. This should be simple to fix.
The receptionist was not friendly, not effective, in fact was on the border of being rude to the people asking their perfectly normal questions at the frond desk. When we were leaving, we asked her to get a person to bring our two heavy bags to the car, we took the carry-on luggage ourself. After having waited for 10 minutes without anything happening, I walked by the reception and got a dead-pan look from the receptionist, and when I got the room the bags where still there. My advice to the management is to instill a better sense of customer service with these staff functions.
But- all in all a beautiful, and different experience from the more traditional lodges.