Extraordinary experiences, locations, and memories
Extraordinary Journeys
- Located In:
-
United States
- Size:
- 10-20 employees (Founded in 2008)
- Member Of:
- IATA, APTA & Safari Professionals
- Tour Types:
- Custom luxury tours that can start every day
- Destinations:
- Price Range:
- $300 to $2,000 per person per day (USD, excl. int'l flights)
Reviews
US
Email Linda | 20-35 years of age | Experience level: first safari
Extraordinary Promises but Ordinary Delivery
My husband and I decided to skip our wedding and use the money for a once in a lifetime trip to Tanzania. We choose EJ because we wanted to climb Kilimanjaro before going on a luxury safari and beach trip.
Our final iteneray information regarding our treking company was wrong upon our Intial booking. Once our final documents were sent to us 3 weeks before our trip, our trekking information was incorrect again. After pointing out several inconsistentcies we were provided with "correct" information. Once in Tanzania and meeting with our guide the provide and confirmed information was incorrect again. Examples are if our sleeping Bags were included as part of our climb, having space for them in our bag, if we were going to be tested for oxygen levels daily and the tipping process. Additionally our Kili guide was told a different time than we were to meet him and ended up waiting for over 2 hours because of EJs mistake while we were on a planned day excersion.
As for our Intial arrival we booked an escort through customs. The escort did not arrive until we were through customs and already received our bags.
Our one day trip to Arusha National Park was supposed to include a walking safari. However when I asked the guide about it he seemed very surprised and we had to abtain an additional permit at an additional cost once we arrived at the park.
We arrived at our final destination in Zanzibar and there was some confusion as to our included beverages. EJ said we would have cocktails on the beach, ect however once we arrived we were told no cocktails were included. Upon reaching out to EJ I was told "we are not always aware of what "premium drinks" mean." It is my expectation that if a luxury travel company makes a recommendation of a location they are aware of what is provided.
Overall we were very disappointed with the level of organization and execution. Especially when you are promised the moon when booking. It is unfortunate because we spent close to $25,000 on a 2 week trip and the amount of mistakes was truly extraordinary.
We have voiced our disappointments along the way but we often get canned responses with no real action.
With the amount of travel companies out there I highly recommend you choose someone else if you have multiple legs of your trip.
Reply from Extraordinary Journeys
Posted on Sep 13, 2018Hi Linda,
We have emailed, called and texted you numerous times and have still not heard back from you.
We take feedback very seriously and were especially surprised with your review since we had been in touch with you throughout your trip. We always made ourselves available and put an incredible amount of work into your trip from the minute you reached out to us. We always answered you promptly and in detail, even in the evening and over the week-end, outside our office hours.
We feel it is important to point out a few key details that you did not mention:
-You received over $300 of free Kilimanjaro rental equipment.
-We gave you a $100 refund for the delayed meet and greet.
-We had one of our special guides buy you wine and spend the first evening with you, as we wanted to be sure you and Chris were happy and well looked after.
-We made sure you got an early check in when your flight was changed and you arrived at 7am, since you did not want to pay for the additional room and we didn't want you to wait until 2pm.
-We bought champagne and drinks along the way to celebrate your honeymoon.
-We coordinated with everyone to make sure you got your camera back at your next lodge after you left it in the vehicle.
-You were given free Pina coladas at Xanadu despite the fact that only beer, wine and local spirits were included as noted clearly in all your documents.
We would have loved to talk to you because everyone on the ground confirmed that you and Chris were having a fantastic time. In fact, we have a full time client liaison, whose only responsibility is to check on clients while they are traveling and make sure they are getting all the best guides, rooms and care from the managers at each property.
After receiving your review we went through every interaction with you, including over 40 emails back and forth, multiple text messages and many more long conversation over the phone. We also reviewed your detailed final document and nothing was misleading. This is a document the client receives before the trip and that we review in a departure call before the trip to make sure there are no questions unanswered.
When we started planning your trip there was some confusion over the Kilimanjaro climb, so right away our team got on the phone and addressed everything in a very detailed phone call from someone on our team who used to run climbs when living in Tanzania. As a courtesy for any inconvenience, we covered all your equipment costs. Everything was stated clearly and correctly in the final booklet.
All the details pertaining to the climb, including the time the guide was to meet you, were given to us by the climbing company. You never mentioned that there was a delay, even though we were in direct communication and you were sending us photos of yourself on the climb, telling us how excited and happy you were.
We did have to check with the climbing company after the review to find out what happened. The final documents said you would be met at 7:30 for your safety briefing, and it seems the guide arrived around 8:00 am. We are still unsure where the 2 hour delay mentioned came in. Needless to say we are not happy about your guide arriving late and it is even more upsetting that you assumed we were at fault.
The second hiccup was the late VIP meet and greet on the first day, when they arrived 20 minutes after you landed. We felt awful, so we jumped onto this and sent over a great local guide to meet you at Rivertrees with a bottle of wine and she said that you were happy when she left you. We also managed to get Rivertrees to arrange for an early check-in and sent you a check in the amount $100 (credit for the meet & greet).
In regards to Arusha Park, we checked all written correspondence and there was never mention of booking the walk and our final document said "game drive”.
Finally, for Xanadu we never misled you about the drink situation and we certainly didn’t say that cocktails were included. Here’s what we wrote:
Includes: All meals, local beverages (soft drinks, local beers, ciders, house spirits, house white & red wine - excludes premium brands), laundry, water sports activities (kayaking, stand-up paddle boarding and snorkeling from Xanadu’s beach).
Everyone on our team bent over backward to ensure that you and Chris were having a great trip.
We care about everyone that travels with us and were very sad to read this and not be able to talk to you despite all our efforts.
Kind regards,
Elizabeth