The good, the bad and the ugly

I work in a holiday destination, and I am usually the one to read the feedback from guests after their holiday. Luckily, 95% of what I get to read is fantastic, full of praise and tells me guests are over the moon. Great. A perk to the job even.

But you can imagine that the remaining 5% consists of a wide range: from totally legitimate complaints, to a tad naive remarks, sometimes even rude notes, and then all the way to downright ridiculous comments. The totally legitimate complaints I can work with, gladly even, appreciate knowing them. In the category naive, it sometimes seems guests leave their brain at home when they travel. One lady told me she did not brush her teeth for a full week because our packing list did not tell her to bring her toothbrush. Right.. whatever. A rude comment I found in a written questionnaire, saying: “the driver did not smell!”. I immediately wondered if I should be worried that we did not meet her expectations? But it is of course the ridiculous ones that make my job such fun. When I heard “we couldn’t sleep at night, it was quite annoying the animals made sounds all night”, it is very hard to bite my tongue and not reply “oh god, did they forgot to turn the feature off again?”. Or when someone complained there was an animal on the path to the room, I so wished I could say “what do you mean? Do they not put them back in their cages?”

A common one I got very often, was the one where the guest wrote “the Maasai were not very authentic”. Well, it is not as if we got a Chinese rip off in wholesale for her. A colleague and myself even started drawing cartoons based on these comments.


Not only the feedback but also the strange requests inspired us. When we received a parcel of toiletries in the office, addressed to the mobile camp in the Serengeti, clearly the guest thought DHL would deliver it at his tent? Which would probably look something like this..?


Clearly, people’s trust in DHL is limitless because when a Chinese millionaire’s daughter summited Kilimanjaro, she told us “you can take me and my luggage down now” and she was appalled by our suggestion she should walk it down. She insisted. We explained planes and helicopters cannot really land where she was. So she said “you can carry me on the stretcher and you can DHL the luggage down”. The worst part? The porters actually did carry her down on a stretcher. And carried her luggage. (I hope she tipped well.) And I made this.


But my favorite – and it has not been topped yet – is this one: “the beach was very sandy and there were fish in the ocean”. Which I thought was a huge compliment, talking about a great experience, right? But no, I misunderstood, it was a complaint: the beach was TOO sandy and since there were fish, she did not dare to swim in case they touched her.



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