On 18 November 2015, Rhulani Safari Lodge received the 200th feedback on tripadvisor. This is one of the most important sources from where we get a feeling about the guest experiences and new ideas for our future improvement plans.

"The satisfaction of our guests stands on top of our mind," says Rhulani’s owner Rolf Steiner. "Accordingly, obtaining and processing feedback of our guests is a top priority". At Rhulani there is a precisely defined feedback handling process in place where Rolf is personally involved.

"We prefer to receive direct feedback, either verbally or via e-mail," says Rolf, "but we are also very grateful when customers write their impressions about us in online portals". While there is a certain risk that undue comments could negatively impact on business, the upside is much bigger. "We always have the opportunity to respond and express our opinion as well”, says Rolf, who responds to all feedback personally. And he adds: “Many guests also share their excellent experiences, and so, the tool is very powerful to persuade other potential guests to visit us." In fact, it happens quite often that after visiting Rhulani, guests tell about a “once in a lifetime experience”.

Most of our guests tell us that before confirming the booking, they consulted tripadvisor, which makes this tool indispensable nowadays. Since the business has started, 200 Rhulani visitors have registered a rating and a comment, 177 of them on the maximum level 5. “We encourage our guests at check-out to write down their experience on tripadvisor" says Rolf. "We are very proud that from beginning we keep the highest rating and regularly get a ‘Certificate of Excellence’”. Just this year, Rhulani has received 57 comments, which is more than in the entire last year. "It is wonderful for us that our guests take the time to either praise us or to make suggestions," says Rolf. "Positive feedback is a great motivation for our team, and a negative feedback is an essencial input for our future".

Is it the goal, to obtain only maximum scores? "We are doing everything possible to make our guests feel at home, to well look after them, and to find a solution for special requests," says Rolf. "However, as in any business, it is an illusion to think that everybody is entirely happy all times. The business here far out in nature is complex,little things always can go wrong, or our place just does not fully meet the taste of the guest. It is important that these issues come to our attention and allow us to take right actions. Customer preferences are very diverse and quickly change over time, so we actually have to make adjustments permanently”.

After some suggestions last year, for example, the aperitif in the bush, the so-called “sundowner”, has been included as a complementary gesture. Likewise, the menu plan of the breakfast was extended.

We would like to take this opportunity to thank all our valued guests, which in the past did let us know about their experiences and helped us to improve constantly.

Have a look at tripadvisor here.