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Casey C
Brookline, Massachusetts

Nice hotel for a short stay

4.0 of 5 bubblesReviewed 25 Aug 2023
We stayed here for one night courtesy of Pro Flight because of a flight cancellation en route home. The hotel is large and new and has everything you need. The room was large and nice, but only two towels were provided. I had to call three times to get a bathmat and additional towels. The pool looked nice but we didn't have a chance to use it. The gym was nice. The breakfast buffet (included) and dinner buffet (very reasonably priced) were very good. I don't usually like buffets, but my experience with buffets in Zambia was great. The front desk staff was pleasant. But, after checking in we decided to arrange our airport transfer for 15 minutes earlier than what was offered at check-in. We were assured the message would be passed on. The following morning we were out front at 8:45 but the driver did not show up until 9:05 (not his fault) because obviously no one had communicated the change. It turns out we had plenty of time, but we already had to delay our flight home by a day because of the flight cancellation and we certainly did not want to miss a connection. The person at the front desk seemed very confused when I said we'd asked for 8:45, and when we were clearly nervous that no one showed up she never bothered to come over and talk to us or check on the status of our ride. Otherwise we enjoyed our short stay at this hotel.
Date of stay: August 2023
Trip type: Travelled as a couple
5.0 of 5 bubblesValue
5.0 of 5 bubblesLocation
3.0 of 5 bubblesService
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Ciela Resort and Spa, Marketing at Ciêla Lusaka A Tribute Portfolio Resort And Spa, responded to this review
Responded 14 Sept 2023
Dear CaseyC700,

Thank you for taking the time to share your recent experience with us. It is through guest feedback that we are able to improve upon the in-room experience provided to our guests.

We would like to thank you for the positive feedback on our rooms space and the buffet offering. This shall be communicated to the TEAM as positive feedback always encourages us to continue providing the exceptional service we promise.

You also brought to our attention that we fell short of meeting your expectations in some areas. Your experience of the in-room bathmats not being brought immediately, and your airport transfers non-communication have been noted and shared with our Rooms Division manager and Front Office manager. Thank you for this feedback.

We offer our sincerest apologies for the team’s shortcomings and assure you that the necessary corrective measures have been taken to improve on future in-room experiences.

We offer no weak excuse, as these are issues that could have been attended to, to ensure you an enjoyable stay.

Although we fell short of meeting your expectations during your stay, I trust you will consider our hotel on your next visit to Lusaka so that we can deliver on the guest experience you deserve.

We look forward to welcoming you back soon!

Kind Regards,

Team Ciela.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviews (37)
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7 - 12 of 37 reviews
Reviewed 16 August 2023

On the positive side, great location to get to the airport, and the grounds are lovely.
However..... we booked specifically to have dinner at Botanica and had a reservation at the restaurant. We mentioned this at check in as well. But when we got to the restaurant, it was closed for a private event and no one bothered to let us know. We ended up waiting about half an hour while they looked for a solution, which turned out to be dinner at the very average Elements restaurant. No compensation - not even a free glass of wine to apologize. When we ordered wine while waiting for friends in the lobby, it took over 15 minutes to get to us, and we were brought red wine as opposed to the Chardonnay we had ordered.
Overall, the service wasn't great. Our room was very hot and we couldn't adjust the air conditioning. Two days later and back in my home country, I'm still waiting for the person who was supposed to come deal with it.
Bottom line - great for overnight before getting to the airport, but other than that, I probably wouldn't recommend.

Date of stay: August 2023
  • Trip type: Travelled with friends
    • Value
    • Location
    • Service
Thank Laurie O
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 26 July 2023 via mobile

1. The Infrastructure is 7 Star.
2. The Food is 2 Star.
3. The service is 1 Star.
4. The rooms are 3 star.
5. The Spa is 4 Star.
6. The environment is peaceful.
7. Very close to the Airport.
8. Housekeeping Staff are good but need serious development.
9. Nice golf course.
10. Nice meeting rooms.
11. Nice Pool.
12. The GM is horrible rude and unwelcoming and cold.
13. The Buffet choice is poor.
14. Big problems with mosquitoes but if they fumigate it will improve.

Room tip: Mosquitoes. Bad Food. Bad service. If you have allergies, be careful they use too much cleaning chemicals
Date of stay: April 2023
Trip type: Travelled on business
1  Thank MNMupfekeri
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Ciela Resort and Spa, Marketing at Ciela Lusaka A Tribute Portfolio Resort And Spa, responded to this reviewResponded 26 July 2023

Dear Mr, Mupfekeri

Thank you for taking the time to inform us of your experience during your last stay at Ciela Resort and Spa. It is unfortunate that we did not live up to your expectations and we sincerely apologise for any inconvenience or embarrassment that this may have caused.

I can assure you that the concerns raised will be addressed with the relevant departments to ensure that the necessary corrective measures are taken to avoid a recurrence thereof.

Kind regards.

Team Ciela

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 June 2023

Stayed at Ciela recently for 2 short stints (6 hr layover, and 1 night). Highly recommend if you are traveling to/from the Lusaka airport and are looking for a quick stop for a layover as this was about a 7-10 minute drive from the international/domestic airport. The hotel was relatively new/updated and was clean. Unsure if I would spend an extended amount of time there as there wasn't too much to do (besides golf or use the pool). But otherwise, would definitely book for a quick stop.

Date of stay: June 2023
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
Thank cfrenz2015
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 28 May 2023

Service is really slow and the menu isn't that interesting. Drinks and food takes forever to be served. Had to ask for the pool menu which took almost an hour to have at hand then the food took another hour. It's a good place,management need to consider investing in training for there staff.

Date of stay: May 2023
Trip type: Travelled with friends
Thank Shamba M
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Ciela Resort and Spa, Marketing at Ciela Lusaka A Tribute Portfolio Resort And Spa, responded to this reviewResponded 29 May 2023

Thank you for your review. Your feedback is important to us. The TEAM are treating it with utmost urgency. Kindly email marketing@cielaresort.com OR call us on +260211433250. This is not the standard we promise all valued guests. To enhance your experience & that of future guests, kindly provide us on mail with your contact details and we shall revert urgently. Kind Regards

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 April 2023

This place has the worst service ever!! I am here right now as I write this review and checking out tomorrow 1st thing in the morning. We booked 5 rooms and from the first day all has been pathetic. Let me speak of today. Lunch time we ordered lunch for the kids and we decided to to go to the farmers Market and 2 hours later the kids still had no lunch. No one could take responsibility until a tall man( Manager) says sorry we are only placing order now. From 1 pm till 3:30 pm imagine kids stayed hungry. Then dinner , we decided to have pizza on the golf course and all was great but decided to have some ice cream from the restaurant. The very Manager was still on duty and asked us to sit and he would be back with our order. I let the kids sit and i went to the rooms to help one of the kids locate her room until successful, came back and my kids had no ice cream or anyone see them. I could see him in the kitchen, I asked for him and now every one is panicking asking us to sit and wait. I called him out and his Boss ( A lady) says its my fault I asked him to do something and not serve you yet she and him and were together when I made the order. This doesn't end here. Ceila Resort things need to change or turn this place into something else. Your Room service is a non starter, doesn't work at all. During the Rotimi show, we ordered room service and guess wait? We are still waiting until today.

Date of stay: April 2023
Thank Mimi N
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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