Dear Ms Pavageau
Thank you for taking the time to rate & review your recent experience at Dugong Beach Lodge. Constructive feedback assists us in constantly improving the overall guest experience for future visitors.
Thank you for your kind feedback and compliments on the location, service and staff members, this is highly appreciated! We are however saddened to read that the overall stay did not live up to your initial expectations of our resort.
Due to our remote location within the untouched & beautiful Vilanculos Coastal & Wildlife Sanctuary and along the Bazaruto Archipelago we are unfortunately dependant on generator power for operations. Our generator operation times are: 07:00 to 11:00, 14:00 to 15:00, 18:00 to 23:00.
At Dugong Beach Lodge we usually provide amenities in the room including, body lotion, shampoo and bars of soap. Upon arrival we had unfortunately run out of stock but had placed complimentary Body Scrub and Body Butter from our spa within the rooms. Our management team also provided ya full bottle of shampoo and on the second day of your stay soap was replenished &place in the room. In the room you were also provided with face cloths as well as bath/shower mats, two small towels and two large towels. All of our beds are equipped with fitted sheets and after communicating your disappointment that there was no flat sheet our management team tried their best to assist.
Our lodge has a wide variety of options for hot beverages including a variety of normal coffees, filter coffee, hot chocolate and teas. Although coffee beans were not available for the first two days of your stay, the coffee beans had been replenished upon the third day when our team members stocked up in Vilankulos. Yoghurt was available and replenished every morning with the buffet breakfast as confirmed by our management team and the juice was replenished by the next day after stock levels had lowered.
Our management team mentioned your dismay in the fact that we did not have fireworks for New Year’s Eve, where after they explained that due to our location being within a protected area, this was not allowed. Before the meal our management team ensured a lovely drumming performance for the guests where most of the guests joined in, in the fun and dancing. Our team also placed picnic blankets on our private beach and swimming pool with lanterns for guests to enjoy the beautiful sights and sounds of our location. Music was playing at the bar, where champagne was served for the countdown and continued to play until 01:30AM when all the guests had gone to bed. Our team truly did their best to make it a special New Year’s Eve to remember for the guests at Dugong Beach Lodge.
Seeing that most of our horses were out on horseback safari with Pegasus Retreats, the time for this activity was limited. For this reason and to be able to give each guest the opportunity the time on the horses were shortened. Initially your family was however only charged for 1 person and there after this activity along with the laundry was offered complimentary.
Our management team explained that due to the poor signal the first payment did not go through, the machine was “posted” to ensure that nothing had already been deducted. There after a second attempt was made and successful. After you had contacted Madri concerning this, we double checked and confirmed that only one payment had been done and posted to the bank - as you will also be able to confirm on your end.
Although we do understand that the overall experience did not live up to expectations we still thank you for providing us with feedback.
Kind regards
The Dugong Beach Lodge Team
