The property location is stunning, with flamingos visibile from the communal areas, and the suite of rooms was amazing too.
Staff provided exceptional customer service and took really good care of the two senior citizens in our group. We were given rooms close to the dining area which was much appreciated. When the staff realised the limited mobility of one of us, they made provisions for our car to come in through a different entrance so that she did not have to walk up and down to the main car park as the pathway was a bit steep for her - and this was very much appreciated.
We were also provided with a delicious packed breakfast which we all enjoyed.
While we enjoyed the incredible hospitality and customer service, we were rather dismayed to discover that our guide could not stay at Lake Elmenteita Serena Lodge during our stay as there is no accommodation provided for them. Had we known this, we would have stayed elsewhere.
Since our party included two senior citizens, both suffering from mobility and health issues, it caused them a great deal of stress that our guide would not be around should any emergency arise. Guides provide an essential service for the country’s tourism industry, as without them we would not be able travel around the country or bring business to hotel groups such as Serena.
We raised this issue with Serena's management following our stay and they have assured us that if given advance notice, they will provide accomadation for guides.
