Arrived from England to find our travel agent rep was not there to greet us. We went to customer services who rang the hotel. The hotel receptionist was very helpful. Once our booking was confirmed she arranged for a local taxi driver who was there within 5 minutes to take us to the hotel. Due to our inconvenience not caused by the hotel they upgraded us to the 7th floor executive room. We did not have to pay for the taxi, the hotel were reimbursed by our travel agent. The food and staff were fantastic. A perfect place to stay before embarking on our 6 day safari.