I’m very disappointed I’m a good customer, I booked two tree house rooms last year and for my Husbands Birthday I booked the Tiger lodge for us and the Tree lodge for my 3 friends. I had read on Trip advisor that there was only one tiger in the Tiger lodge. I emailed to see if this was right and was told there are 3 but no guarantees if you see them the tiger lodge garden, as obviously they roam on their own accord. We waited and waited and got up early morning 5 am but nothing only one tiger for the first 5 mins of our stay. I found the tiger keeper as we were leaving the next day to be told the 2 young ones were in fact locked away so could not access the lodge area. If I had known this I wouldn’t have paid such a huge amount to stay. The basket of treats and sparkling wine we were never told were complimentary and I’d read that the treats in mini bar were expensive. It would have been nice to have been told these were included. I’ve sent 2 emails to the Manager but have had nothing back. The lodge was cold, heating wasn’t on, no water beside beds. Luckily we lit the fire. We weren’t told there was a new baby llama and we saw no buses to take us around the African safari. Had I had an apology I may have gone back. Very dissatisfying. The food in the evening however was delicious in the main house. To the Manager for not replying to my emails Shame on you. Good luck with your new Tiger lodge that’s being built because £900:00 per night isn’t cheap especially when the tigers are locked away !,
Many thanks for taking the time to review your stay at Tiger Lodge, we would like to take a moment to address your points made.
Tiger Lodge is one of our newest accommodation offerings at the park opening in the summer of 2017, so far the feedback has been exceptional from all our guests. We are concerned by the content of your review and would like to take a moment to clarify the issues.
As you know the Aspinall Foundation is a registered charity and all the team work tirelessly day in day out for all the animals in our care, with top priority being our animals.
As you mention we have three tigers currently in the enclosure next to our Tiger Lodge accommodation, you have been passed on the correct information from our reservations team. At the start of the year we unfortunately lost one of our tigers of many years Tuggs who we hand reared from birth. This was of course a very sad time for all of us here at the park.
We brought in two additional tigers from Berlin as company for Ingrid, and we have begun to start the process of introducing them to each other - a process which takes great time and care.
During the date of your stay, all three tigers were visible in the top enclosure, but as the keeper said two were kept in a separated visible area while we introduced them. But, we would like to stress all three were visible in the area since their arrival at Port Lympne Reserve.
In addition we would like to confirm the mini bar "treats" you are referring to in your review are not complimentary and are fully chargeable in our mini bar menu. The only complimentary offerings in Tiger Lodge are tea, coffee and milk supplies.
We have checked all the appliances across the lodge and found no fault in any areas with all heating and water on continuous programme.
We can only apologies that our response to you question has not been quick enough for you, we always aim to reply to all emails and reviews with 48 hour and will look into why this was not the case on this occasion. That being said, our Customer Service Manager Luke will contact you by phone to follow up and take any further questions you may have personally.
We thank you for taking the time to review our Tiger Lodge and hope to see you again back at our park very soon.
Thank you once again for your feedback
Short Breaks Team