Guest Concierge & Helpdesk
How Can We Assist You?
Find fast answers to common travel queries, or submit a direct support ticket to our 24/7 lodge support desk at support.frama@gmail.com.
Dedicated Helpdesk
Submit a Support Ticket
Have a question regarding your upcoming stay, itinerary customization, special assistance, or billing? Fill out this ticket and our desk at support.frama@gmail.com will respond promptly.
Direct Department Routing
Reach the Exact Team
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Stays & Room Reservations Chalets, glamping tents, availabilityreservations.frama@gmail.com
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Adventures & Activities Gorilla treks, boat cruises, guidesactivities.frama@gmail.com
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Events & Retreats Wellness, photography workshopsevents.frama@gmail.com
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General Inquiries & Concierge Bespoke itineraries, travel planninginquiries.frama@gmail.com
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Billing & Finance Payment receipts, invoices, refundsbilling.frama@gmail.com
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Guest Helpdesk & Tickets Support requests & issue resolutionsupport.frama@gmail.com
Frequently Asked Questions
What are the check-in and check-out times?
Check-in begins at 2:00 PM and check-out is at 11:00 AM. Early check-in or late check-out can be requested through our concierge or support desk subject to availability.
Where is the lodge located and how do I get there?
We are located at Twin Lakes, Mount Mwiko, Burera-North. We offer direct 4x4 private airport transfers from regional airstrips and Kigali/Entebbe international airports. You can view our coordinates on Google Maps here.
How do I modify or cancel a reservation?
You can submit a support ticket on this page with your Booking Reference (e.g. FNA-2609-XXXX) or email reservations.frama@gmail.com. Full refunds are eligible up to 14 days before arrival.
Are dietary restrictions and allergies accommodated?
Yes, our executive chefs specialize in gourmet plant-based, gluten-free, dairy-free, and custom allergen-safe meals harvested fresh daily from our organic permaculture gardens. Please mention your requirements in your booking or support ticket.