Hi Willpower,

In April we became aware of an issue with capacity at the Twyfelfontaine Lodge, which we quickly resolved. However, since then our agents have visited this hotel and the Toshari Country lodge and we have been advised that the standard is not at the highest level that we expect for our customers.

We have worked hard to find alternatives as quickly as possible, but as I am sure you can understand it can take time to find the right hotel, which is why these changes are close to your tour departure date.

Because we have made these changes we’re also pleased to be able to offer some additional inclusions, which we hope you’ll enjoy:

• At Damara Mopane Lodge, we are including a sundowner walk with snacks and two drinks per person.

• The visit to the Himba Village outside of Kamanjab was also not included in the program, however this will now be included.

• At the Etosha Hotel, we have upgraded the dinner from a normal buffet to a BBQ.

• As we are now staying for two nights at Mokuti Lodge, we have included a half day game drive.

We want our customers to always have an exceptional experience on our holidays, and we’re confident that these changes will ensure you have a fantastic time.

Many thanks,

Vickie

That's good, we won't have to sneak you in the lounge now...

Hi Vickie

Just to let you know my lounge pass has arrived.

Thank you

Janet

Hi Janet,

Your lounge pass was requested yesterday, so it should arrive shortly.

Many thanks,

Vickie

I too have my reservations concerning the hotel changes. We have obviously been removed from The Twyfelfontaine Lodge (which I was very much looking forward to )  and the Toshari Country lodge and have been placed into "hotels of a similar standard"

I'm sorry but having researched the replacement hotels online, in my opinion they are not of the same standard at all. The reviews of the Igowati Lodge leave a lot to be desired and I am certainly not looking forward to the Etosha Hotel.    

Of course the trick is, back in April JY knew they had a problem with Twyfelfontaine, but assured us that everything had been sorted out.  If anyone had decided to cancel their holiday at that time, they would have received a refund.

But no we were not informed of the change of hotel situation until just a week ago which now means that if we wanted to cancel we are not entitled to any refund at all as it is too late.

Not happy with this apparently secretive behaviour from JY   Keeping it all quiet until it is too late.

I shall still enjoy my holiday, but feel a bit duped.

Hi Matt

Glad to hear you have your lounge pass. Must admit that I hadn’t picked up on the fact that the swapped game game should have also been an additional as per the letter they sent. I was more concerned at the time that we were potentially losing one. I will go back to customer services to point this out and query further. Looking forward to meeting you in the lounge ......provided my pass turns up!

Vickie - still not received my lounge pass. Was this meant to have been emailed yesterday?

Janet

Thanks Janet re reminder for  my lounge pass, very kind of you -  I do have it. I too queried the change in game drives and am pleased that it is a full day on day 10. As per the half day game drive on day 11 as a replacement for the one which was to be on day 9, the letter mentioning the changes in accommodation inferred that we would get an extra half day drive as compensation for these changes but it appears this is just a straight swap.

See you a week today!!

Matt

Hi Janet,

I believe our Customer Services team have given you a call to answer these queries.

Apologies your lounge pass was missing, it has now been requested to be sent out.

Many thanks,

Vickie

Hi Vickie

Thanks for raising my concerns with Customer Services

I have now received a call from them about the changed itinerary which seemed to remove the petrified forest and a half day game drive. In this respect they have advised me that the new itinerary sent was slightly incorrect and that the following will apply (also received in writing).

Day 7 - we will visit the petrified forest en route

Day 10 - we will have a full days game drive (not just pm as shown on itinerary)

Day 11 - we will have the half day game drive (replacing the original on day 9)

The updated amendments will thankfully mean we are not losing out on any of the original itinerary. Please can you post this to ensure others are aware.

Now just waiting for lounge pass to arrive. Please ensure Matt receives his too

Thank you

Janet

Hi Matt,

This has been requested for you.

Many thanks,

Vickie