Lugazi accommodation from NZ$139

Such a lovely place and so peaceful. Everything was wonderful and the staff are amazing. We will definitely be back again.

This hotel is so rundown and disgusting. The pool was so dirty. The baby pool didn't even have water. The pool bar was not in use. The pool toilets didn't work and were extremely unhygienic. The furniture around the pool is all broken bits of timber. Nothing has been maintained. The place looks like an abandoned hotel from a horror movie. The rooms had mold covering the ceiling. The curtains were filthy. There was no hot water. The pillows and mattresses were old and uncomfortable. The blankets had holes in them from rats. There was even a rat in one of our rooms! Due to the toilets not working is our room, or in my sisters room, they moved us to new rooms. The toilets there didn't work there either. There was still mold on the ceiling (although less than the other room) and really dirty curtains. One of the staff did stay until around 9:30pm to fix one toilet for us in which we were grateful. The restaurant was dirty and stone slate pathways covered in slippery mold. The food served wasn't fresh. The whole experience was so disappointing and unpleasant. Especially at the high prices they charge - we expected more. The pictures on hotels.com are nothing like the hotel offered. As we had booked and paid for 2 nights through hotels.com, we tried to get a refund for the second night but the hotel refused. We are still trying to get a refund through hotels.com.

I am still awaiting my refund after booking, being sent a “we can’t wait to host you” email, and arriving after a long journey and being told there were no rooms available - and was suggested another hotel 3 hours away. Terrible communication from hotel and zero viable resolution offered from staff. Very frustrating