We had booked at Jumbo several months ago. As soon as we arrived at check-in we immediately noticed that the key said Jacaranda and not Jumbo. In fact, the person who accompanied us to the room made us take a very long journey (we were coming from an exhausting trip) and basically we crossed the entire Jumbo to then enter the Jacaranda hotel. The room they had assigned to us was indecent, I think a former room used by the staff. Basically you entered a room with a tiny window with a kitchen sink and an abandoned kitchen; then there was another door that led to the room and the bathroom. The room HAD NO WINDOW AND IT FELT LIKE WE WERE IN A CELLAR! We immediately redid the entire very long journey to Jumbo and spoke to the director Mrs. Cristina, asking for explanations. She never admitted that it was overbooking but only told us that the rooms at the Jumbo were sold out and they had put us in another hotel of the same 4-star category. I would like to point out that we travel a lot but in the event of overbooking the rule is to put you in a higher category hotel to avoid the inconvenience of the error in the booking. In any case, Mrs. Cristina told us that it is not possible to change the room and that, obviously, there is no availability at the Jumbo. We were willing to pay a difference even for a suite, but those were not available either. So we said that we would not spend even one night in that kind of room/kitchen/staff cubicle and that we would immediately change hotels. At this point Mrs. Cristina told us that perhaps the next day she would put us in another room, perhaps better, and still at the Jacaranda. In fact, the next morning we were assigned another room at the Jacaranda where instead of the room/cubicle/kitchen there was a terrace and therefore it was to be considered acceptable, for that category of hotel. I would like to point out that the same morning that our room was changed, a large group of Polish people arrived and were assigned all the rooms at the Jumbo, so Mrs. Cristina told us something that was not true, telling us that the rooms at the Jumbo were sold out! They must have booked as we booked, so I don't understand the difference in treatment. Every day for breakfast and dinner, and for other needs, we had to walk for miles and miles because we slept at the Jacaranda but we had to go to the restaurant and reception at the Jumbo... crazy! Then other people with the same "misfortune" as us told us that there was a passage from the Jacaranda to the Jumbo via a "service" road, used by the staff, which in fact saved us a bit of time but forced us to walk through mud and undergrowth with the risk of really hurting ourselves. For the rest, Kenya and the three-day safari were fabulous!! but stay away from the Jumbo!
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