Dear Guest,

We are sorry that you appear not to have enjoyed your time with us but we would like to clarify a few of your remarks.

The picture of the room we believe you are referring to here was a photo taken by a guest who ordered elephant room service, so what you see in the photo therefore was absolutely their experience. Though you requested a refund for your stay, our staff who dealt with your request correctly explained that they were not able to do so on the grounds that there were no legitimate reasons for a refund: At the time you mentioned that the room did not have AC or a TV. You actually booked a room without AC. And we do not advertise that we have TVs. We do not provide them in any of our rooms. Our stays are focused on experiences that connect our guests to nature, the environment and local people.

We are sorry that there was no-one available to take your bags to your room. This is something we will always gladly try to help guests with but in line with many hotels, this is an additional service we offer free of charge if there is a staff member available.

We try always to be fair in our practices and we know that our staff do their absolute best, often under challenging circumstances, to go above and beyond caring for our guests.

With best wishes from the whole team.