Sani Pass and Lesotho Private Tours

Accommodation did not match photos – only corrected after complaint

We joined the Sani Pass & Lesotho Stars overnight tour (19–20 February 2026). The scenery and concept are excellent, and we chose this tour based on consistently strong reviews, so our experience was particularly surprising.

On arrival around 15:00, we were given a key without the room being checked with us. The room we entered did not match the rondavel-style cottages shown on the tour webpage, while the cottage occupied by the guide did correspond to those images. The initially allocated room was also located in the same building as the kitchen, with noticeable noise during food preparation.

After this, the guide went to his cottage and was not available again until the agreed dinner time at 19:00. As a result, we could only raise the issue then. After our complaint, we were able to exchange rooms with the guide, and the new accommodation matched what was shown online.

After the tour, we contacted the operator to give them the opportunity to review the situation. Despite detailed communication, no acknowledgment or apology was provided. Instead, the matter was escalated to attorneys and their insurer, and responsibility was denied.
We waited several weeks before posting this review, but no meaningful resolution was offered. A goodwill payment was offered, but as no responsibility was acknowledged, we chose not to accept it.

For clarity, the first two photos show the building where we were initially accommodated, and the last two photos show the cottage occupied by the guide.

Based on our experience, future travellers may wish to confirm the exact accommodation arrangements in advance and check the room immediately on arrival.

Issues can happen during travel, but it is how they are handled that makes the difference.