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Marc S
Accommodation did not match photos – corrected after complaint
Sani Pass & Lesotho Private Tours的点评
点评：We joined the Sani Pass & Lesotho Stars overnight tour (19–20 February 2026). The scenery and concept are excellent, and we chose this tour based on consistently strong reviews, so our experience was particularly surprising.
On arrival around 15:00, we were given a key without the room being checked with us. The room we entered did not match the rondavel-style cottages shown on the tour webpage, while the cottage occupied by the guide did correspond to those images. The initially allocated room was also located in the same building as the kitchen, with noticeable noise during food preparation.
After this, the guide went to his cottage and was not available again until the agreed dinner time at 19:00. As a result, we could only raise the issue then. After our complaint, we were able to exchange rooms with the guide, and the new accommodation matched what was shown online.
After the tour, we contacted the operator to give them the opportunity to review the situation. Despite detailed communication, no acknowledgment or apology was provided. Instead, the matter was escalated to attorneys and their insurer, and responsibility was denied.
We waited several weeks before posting this review, but no meaningful resolution was offered. A goodwill payment was offered, but as no responsibility was acknowledged, we chose not to accept it.
For clarity, the first two photos show the building where we were initially accommodated, and the last two photos show the cottage occupied by the guide.
Based on our experience, future travellers may wish to confirm the exact accommodation arrangements in advance and check the room immediately on arrival.
Issues can happen during travel, but it is how they are handled that makes the difference.
On arrival around 15:00, we were given a key without the room being checked with us. The room we entered did not match the rondavel-style cottages shown on the tour webpage, while the cottage occupied by the guide did correspond to those images. The initially allocated room was also located in the same building as the kitchen, with noticeable noise during food preparation.
After this, the guide went to his cottage and was not available again until the agreed dinner time at 19:00. As a result, we could only raise the issue then. After our complaint, we were able to exchange rooms with the guide, and the new accommodation matched what was shown online.
After the tour, we contacted the operator to give them the opportunity to review the situation. Despite detailed communication, no acknowledgment or apology was provided. Instead, the matter was escalated to attorneys and their insurer, and responsibility was denied.
We waited several weeks before posting this review, but no meaningful resolution was offered. A goodwill payment was offered, but as no responsibility was acknowledged, we chose not to accept it.
For clarity, the first two photos show the building where we were initially accommodated, and the last two photos show the cottage occupied by the guide.
Based on our experience, future travellers may wish to confirm the exact accommodation arrangements in advance and check the room immediately on arrival.
Issues can happen during travel, but it is how they are handled that makes the difference.
翻译：我们参加了萨尼山口和莱索托之星过夜游（2026年2月19日至20日）。沿途风景和行程理念都很棒，我们选择这个行程也是因为之前看到了很多好评，所以我们的体验却格外令人意外。
下午3点左右到达时，我们拿到了钥匙，但并没有事先和我们确认房间。我们入住的房间与行程网页上展示的圆形茅屋（rondavel）风格小屋并不相符，而导游住的小屋却与网页上的图片一致。最初分配的房间还与厨房在同一栋楼里，做饭时噪音很大。
之后，导游回到了他的小屋，直到晚上7点约定的晚餐时间才再次出现。因此，我们只能在那时提出这个问题。投诉之后，我们和导游换了房间，新的住宿条件与网上展示的一致。
行程结束后，我们联系了旅行社，希望他们能反思一下情况。尽管我们进行了详细的沟通，但他们没有做出任何回应或道歉。相反，此事被上报给了律师和他们的保险公司，对方却否认承担责任。
我们等了几个星期才发布这篇评论，但始终没有得到任何实质性的解决方案。对方提出支付一笔善意赔偿，但由于他们并未承认任何责任，我们选择拒绝接受。
为了更清楚地说明情况，前两张照片展示的是我们最初入住的建筑物，后两张照片展示的是导游居住的小屋。
根据我们的经验，未来的旅行者最好提前确认具体的住宿安排，并在抵达后立即检查房间。
旅行途中难免会遇到问题，但关键在于如何处理这些问题。
下午3点左右到达时，我们拿到了钥匙，但并没有事先和我们确认房间。我们入住的房间与行程网页上展示的圆形茅屋（rondavel）风格小屋并不相符，而导游住的小屋却与网页上的图片一致。最初分配的房间还与厨房在同一栋楼里，做饭时噪音很大。
之后，导游回到了他的小屋，直到晚上7点约定的晚餐时间才再次出现。因此，我们只能在那时提出这个问题。投诉之后，我们和导游换了房间，新的住宿条件与网上展示的一致。
行程结束后，我们联系了旅行社，希望他们能反思一下情况。尽管我们进行了详细的沟通，但他们没有做出任何回应或道歉。相反，此事被上报给了律师和他们的保险公司，对方却否认承担责任。
我们等了几个星期才发布这篇评论，但始终没有得到任何实质性的解决方案。对方提出支付一笔善意赔偿，但由于他们并未承认任何责任，我们选择拒绝接受。
为了更清楚地说明情况，前两张照片展示的是我们最初入住的建筑物，后两张照片展示的是导游居住的小屋。
根据我们的经验，未来的旅行者最好提前确认具体的住宿安排，并在抵达后立即检查房间。
旅行途中难免会遇到问题，但关键在于如何处理这些问题。
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