ESWATINI TOURISM NAMES IN RUNNING FOR 2026 CUSTOMER SERVICE AWARDS

By Tlalane Dlamini

Eswatini’s tourism industry is well represented among the nominees for the 11th Eswatini Customer Service Excellence Awards, with hotels, resorts, travel agencies, restaurants and the national airline featuring on the list announced by the Eswatini Customer Experience Practitioners (ECxP) on 14 October.

Held under the theme “Going the Extra Mile”, the awards recognise businesses and individuals whose service has made a positive impression on customers.

The nominees were identified through a public nomination survey conducted from 1 to 28 September 2026, with each device limited to one nomination.

Tourism nominees

In the Hotels category, the nominees are Bushbaby, Happy Valley Hotel, Hilton Garden Inn, Mountain View Hotel and The George Hotel.

The Leisure, Entertainment and Resort category features Mdzimba View, Olive Country Lodge, Sibebe Resort and Summerfield Resort.

Travel agencies and tour operators in the running are Amahle Travel & Tours, Let’s Go Zanzibar, Transmagnific and Travel With Fatima.

Restaurant nominees include Espinho Restaurant, Gil Vicente, JK’s Steakhouse, Sage Coffee Shop and Simunye Country Club.

Eswatini Air, the Eswatini National Trust Commission and the Eswatini Environment Authority are nominated in the State Owned Enterprises category. Meanwhile, Batsabile Nkambule of Eswatini Air is among three nominees for Personality of the Year.

Recognition for customer experience

The nominations highlight the importance of customer service in strengthening Eswatini’s tourism appeal. Beyond its landscapes, wildlife and cultural experiences, the Kingdom’s ability to deliver memorable hospitality remains an important part of its destination offering.

The nominees represent different stages of the visitor journey, from travel bookings and flights to accommodation, dining and leisure activities. The recognition also places locally owned establishments alongside larger hospitality brands, demonstrating that excellent service is not limited to businesses with substantial resources.

Importantly, the nominations came directly from the public, reflecting customers’ experiences and perceptions of service delivery.

According to ECxP, insights from the awards will also contribute towards a planned Eswatini customer experience index, which could help identify service strengths and areas requiring improvement across industries.

Independent adjudication underway

The nominees will now undergo an independent adjudication process conducted by Topline Research Solutions. The process will include verifying submissions, removing duplicate or invalid entries and assessing nominees against consistent criteria.

ECxP has stated that sponsorship will not influence the results, which will remain confidential until the awards ceremony.

ECxP Executive Secretary Dr Oliver Museka said every nominee had been recognised by a customer who felt they had gone the extra mile, describing that recognition as an achievement worth celebrating.

Awards dinner on 6 November

The 11th Eswatini Customer Service Excellence Awards Dinner will take place on Friday, 6 November 2026, from 18:30 to 21:30 at Happy Valley Hotel, which is also nominated in the Hotels category.

Tickets cost E950 per person or E9500 for a table of 10.

For reservations, contact Portia on +268 7649 3883 or Sifundvo on +268 7941 7861, or email [email protected].

Eswatini Travel News congratulates all nominees and will report on the winners following the ceremony.