NWR admits to poor service and dilapidated facilities at Etosha National Park resorts 

Namibia Wildlife Resorts (NWR) has acknowledged mounting public complaints over its poor service delivery and deteriorating facilities.

Travellers who have lodged complaints at some of the NWR facilities during the festive season took to social media to express frustration over what they describe as dilapidated accommodation, unresponsive staff and prices that do not reflect the quality of services offered.

“The quality/price isn’t great, especially when you compare it to private-owned accommodation outside the parks. The accommodation is basic and quite often not well maintained, with clogged sinks or missing some paint, a noisy fridge or fan. But it is clean. I think some Europeans would rate it as unacceptable,” Roger Ramakers says on social media.

“Service can be a bit of a thing with the staff, so honestly, I wouldn’t go there,” Xando Araujo says.

Last year, The Namibian reported that seven NWR lodges are failing to meet environmental standards over waste and sewage problems.

The affected lodges sparking significant environmental concerns include some of Namibia’s most popular holiday hotspots, such as the Gross Barmen, Popa Falls, Sesriem, Hobas, Waterberg, Bo-Plaas and
/Ai-/Ais facilities.

This was confirmed by board chairperson Haroldt /Urib in an urgent internal document, titled ‘Implementation of Priority Directive for /Ai-/Ais, Sesriem and Other Critical Issues Affecting NWR’, dated 12 August.

It was addressed to acting managing director Brian Masule and senior managers.

/Urib in the letter instructs NWR’s management to take immediate action on environmental issues.

NWR chief marketing officer Epson Kasuto yesterday said the parastatal takes concerns seriously and views public feedback as essential for accountability and institutional improvement.

“As the custodian of Namibia’s flagship tourism destinations, we acknowledge the concerns raised by the public and our long-time visitors regarding service delivery and the state of our facilities within Etosha,” he said.

Kasuto admitted there have been instances where service did not meet expectations, but said measures are being implemented to improve consistency across all Etosha National Park resorts.

These include regular unannounced site visits and quality audits conducted by senior operations management to identify service gaps and provide immediate corrective support to staff.

He also encouraged guests to report challenges during their stay using on-site feedback mechanisms, saying this allows management to resolve issues before visitors depart.

Regarding ageing infrastructure, Kasuto said NWR is under pressure due to the high volume of visitors to Etosha National Park, but has introduced a phased maintenance and upgrade programme in line with the Public Procurement Act.

He said repair and maintenance efforts are currently prioritised in high-impact areas, including plumbing and electrical systems, while soft refurbishments are ongoing across all Etosha facilities.

Kasuto said NWR is undergoing a digital transformation aimed at improving booking systems and communication with guests, which he said should reduce complaints about unresponsiveness once fully implemented.

The state-owned company said it continues to invest in staff training focused on customer service and hospitality management, including programmes implemented through an agreement with the Namibia University of Science and Technology.

The entity is also working towards a more proactive maintenance model to ensure the long-term sustainability of facilities.

“We remain grateful to the public, particularly our repeat visitors, for holding us to the high standards expected of a world-class destination like Etosha,” Kasuto said.

He said NWR has introduced special domestic travel packages to encourage local tourism outside the peak international season.

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