Despite initial promise, Kupferquelle's management left us deeply disappointed by reneging on a promised refund for a medically necessary cancellation, showing a lack of professionalism and empathy. In more detail, de stayed at many hotels and resorts across Africa during our multi-month overland trip, so we were excited to recharge at Kupferquelle, which had good reviews and appeared to be a professional, welcoming establishment. We chose it especially for my wife, who had experienced a small accident, making it difficult for her to walk, and as I also needed easy access to medical support. However, upon arrival, we discovered that our booked room was located over 200 meters from the main facilities, including the restaurant. Given our medical situation, this was impractical. We explained this to the reception team, who initially were very understanding and agreed to cancel our booking without penalty and assured us we would receive a full refund. Relieved, we arranged an alternative stay elsewhere. Unfortunately, this is where things took a disappointing turn. Despite filling out forms and exchanging a dozen emails over several months, we had to repeatedly follow up, only to finally be informed by management—four months later—that refunds were against their policy. This was a complete reversal of what we were promised. While the reception staff was friendly and helpful, we feel the management handled this situation unprofessionally. The lack of transparency and prolonged delay in communication were frustrating, especially given Kupferquelle’s reputation for high-quality service. We had expected better customer care, especially considering the medical nature of our request. We hope this review helps future travelers to be mindful of not only the amenities and photos but also the quality of service and responsiveness of management. We would advise other travelers to consider how customer satisfaction and empathy are prioritized, especially in unforeseen circumstances.
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