Ulusaba Private Game Reserve

A Disappointing and Unsafe Experience

Our recent stay at Ulusaba was supposed to be an unforgettable adventure, but it turned into a distressing experience due to serious safety and emergency response issues.

Our Experience Before the Incident: I want to start by doing the following disclaimer. We did spend three magical days at the hotel before the incident. The staff were amazing and incredibly kind. Dinners at a shared table with all the guests led to some unforgettable conversations. Breakfast and drinks served by our guides after the game drives were amazing and created a special bond. We were thrilled to see all of the Big Five during our stay, with particularly incredible leopard sightings and wild dogs unlike any other place we visited. Our private pool was warm which is a rarity in safari lodges. And food was incredible.

The Incident: On the morning of our final game drive, my wife slipped and fell in the shower of our suite at the Rock Lodge. The lack of a shower curtain and the poor design of the bathroom left the floor wet and slippery, causing her to sustain a serious head injury. We immediately informed our guide, but the medical response was delayed and inadequate.

Emergency Response Issues: Upon checking in, we were assured that there was an onsite doctor available for emergencies. However, when the accident occurred, the doctor never arrived. Instead, we were left waiting for a prolonged period (3hrs) without proper medical assistance. There was no backup plan in place when the primary emergency responder was unavailable, leaving us without sufficient help. This lack of preparedness in a remote location is very concerning (we saw two black mambas the previous day very close to the hotel - imagine getting bitten).

Response from Ulusaba and Virgin: Despite acknowledging the issues, even going as far as saying that they will be remodeling the bathrooms, Ulusaba’s compensation offer does not cover our expenses or the distress we experienced (a ruined vacation). Even the involvement of Virgin, their parent company, has not led to a satisfactory resolution.

Final Thoughts: While the staff at Ulusaba were kind and tried their best to assist us, the management’s failure to address serious safety and emergency preparedness issues is disappointing. For a luxury resort, such oversight is unacceptable.

We hope that by sharing our story, Ulusaba and Virgin will take the necessary actions to ensure the safety and well-being of future guests. Until significant improvements are made, we advise potential visitors to consider these risks before booking their stay.