We hope that the following results may be of interest to you:
Season Results for Winter 2009/10
General Feedback
- 74% of our customers would return to The Gambia
- 92% of our customers would recommend our company to their friends
- 5% of our customers have been to The Gambia over 10 times & 50% were first time visitors
- The service provided by our UK staff was scored at 92% by our customers
- Our excursion programme has been scored between good and excellent with the Four Wheel Drive, Roots and Lazy Day Cruise being the most popular.
- Our customers scored The Gambia weather at 92%
Accommodation Feedback
| Hotel | Overall Accommodation Score | Is our brochure/web description accurate? | Is the grade of this hotel accurate or should we change it? |
| | Excellent = 100%
Good = 75%
Fair = 50%
Poor = 25% or below | % of people who agree the description is correct | Make higher | Keep the same | Make lower |
| The Luxury Collection |
| Coco Ocean Resort & Spa | 88% | 95% | 25% | 74% | 1% |
| Ngala Lodge | 90% | 100% | 16% | 83% | 1% |
| Coconut Residence | 86% | 95% | 13% | 80% | 7% |
| Mandina Lodges | 85% | 97% | 4% | 86% | 10% |
| The Kairaba | 82% | 96% | 4% | 89% | 7% |
| Sheraton Gambia Hotel | 78% | 97% | 2% | 82% | 16% |
| Excellent Quality Hotels |
| Sunbeach | 78% | 96% | 10% | 87% | 3% |
| Senegambia | 78% | 99% | 17% | 77% | 6% |
| Bijilo Beach | 86% | 100% | 25% | 75% | 0% |
| Atlantic Beach | 82% | 100% | 0% | 92% | 8% |
| Ocean Bay | 78% | 94% | 5% | 79% | 16% |
| Kombo Beach | 78% | 97% | 5% | 85% | 10% |
| Great Value for Money |
| Sunset Beach | 86% | 100% | 0% | 100% | 0% |
| African Village | 75% | 98% | 4% | 92% | 4% |
| Bungalow Beach | 77% | 100% | 11% | 82% | 7% |
| Bakotu | 82% | 94% | 30% | 67% | 3% |
| Cape Point | 86% | 100% | 0% | 100% | 0% |
| Sarges | 66% | 97% | 10% | 79% | 11% |
| Palma Rima | 73% | 95% | 5% | 90% | 5% |
| |
The High Scorers
- Our customers liked Mandina Lodges idyllic location, scoring it at 98%
- Cape Point Hotel received a score of 94% for its maid service
- Bijilo Beach scored 96% for its friendly hotel staff
- The Senegambia Hotel has an excellent location, within easy reach of Kololi’s many restaurants and scored 94% for this
- The excellent cuisine at the Ngala Lodge was reflected in their score of 91%
- The room standards at Sunset Beach received a score of 92%
- The service offered by staff at the Coconut Residence was scored at 93%
Using Your Feedback
Have you ever wondered how we use the information you submit?
Here are some examples of action we have taken subsequent to receiving the questionnaire results:
- Meals at Palma Rima were scored at 45% - Feedback received indicated this was as a result of the standard of the breakfast on offer. Whilst still basic, our Resort Manager initiated a change of menu with Hotel Management.
- Kombo Beach room standards were scored at 67%. As a result the Hotel Manager has employed a liaison officer who will work to ensure the effective communication between maintenance and reception staff.
- Maid service and meals at the Sheraton was scored at 75% and 73% respectively. As a result of problems early in the season, the Hotel Manager took action by arranging additional staff training and reviewing all menus.
Hotel Grade Changes
- Palma Rima’s grading has been re-classified as a 2 bird property; this is as a result of an overall feedback appraisal and comparison of all our hotels for the new Winter 09/10 brochure.
- Bakotu's grading has been increased to 3 birds; this is the result of several customers commenting the grade should be higher, improved room standards and an overall appraisal and comparison of all our hotels.
- Cape Point was the only 'Value for Money' hotel to include air conditioning as standard for Winter 08/09. For Winter 09/10 this is an optional extra so prices have been reduced.
Contact Customer Relations
If you would like to provide additional feedback upon your return regarding our products and services please contact our customer relations team:
