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
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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
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Email Don K. | 65+ years of age | Experience level: first safari
Extraordinary Excellence
I need to preface my review by saying my wife and I used the services of one company to hike to Machu Picchu. We used a different company to coordinate our trip to the Galapagos Islands. So then at the beginning stages of planning for a safari, I talked to 11 different safari companies (including the two we've previously used). I then narrowed it down to four, and then finally one. I am so glad I chose Extraordinary Journeys (EJ). There wasn't anything EJ did which was less than perfect. I worked on my safari with Lynn Newby-Fraser. She worked with me by not only listening to what my wife and I wanted to see and do on a safari, but she also made suggestions to us...all based upon her vast experience. Some of her suggestions we took her up on, some we did not, and she was ok either way with it. Do not use a company to plan a safari unless they have experience in their resume, and Lynn certainly does.
From initial takeoff from home to the landing back home a few weeks later, EJ simply took care of everything. After the initial planning was done, Lisa Newby-Fraser actually did all the logistical work and made sure every detail was perfect. We stayed in some tents which in all honesty was more "glamping" than camping. We also stayed in lodges which were absolutely phenomenal. It was much much better than we even expected in the first place. Before leaving on the safari, we were asked about our dietary requests and/or restrictions and at every location those requests were followed. The food at each place Lynn suggested we stay at, was exceptional. The service at each place was first rate as well. One place we stayed offered to bring us a drink to our lodge, long after our dinner, if we wanted. Additionally, we found out (while on safari) that Lisa was checking up on us to make sure our trip was 100% successful. That is excellent service and dedication.
There are many many safari companies out there one can use to coordinate such a trip. If I could give EJ ten stars rather than 5, I would. If you're thinking of going on a safari and do not use Extraordinary Journeys and Lynn Newby-Fraser, I think you'll be making a huge mistake. For a trip of a lifetime, Lynn and Lisa at EJ will guarantee the trip will be one you'll never forget.
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Email Jean Redding | 50-65 years of age | Experience level: over 5 safaris
Knowledge, experience and attention to detail
I am getting ready to book my seventh trip to Africa to go on safari. My last trip was in April of 2016. John Moody and Extraordinary Journeys have arranged all of my trips. The accommodations are always fabulous, and the service, both at the camps and during the planning stages in the U.S. are exceptional. I rarely use travel agents, but traveling in Southern and East Africa can involve a lot of moving parts. I want an experienced operator in the U.S and on the ground in Africa. If a hiccup occurs, they have the contacts and expertise to deal with it. One time, I inadvertently left a bag on a small private plane that delivered us to a remote camp in Tanzania. I thought I would never see the bag again. Three days later when another plane came to pick us up, they had the bag!
I highly recommend John and Extraordinary Journeys! They will customize a trip that you will cherish. I have six fabulous memories, going on seven.
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Email Tom Archibald | 65+ years of age | Experience level: first safari
From beginning to end, the arrangements and the trip were outstanding!
Emily and her colleagues at Extraordinary Journeys arranged our 5 week trip to southern Africa highlighted by two safaris and many other attractions in 4 different countries. Well before we embarked, we worked back and forth with Emily to plan the trip based on our interests combined with her knowledge and experience. We were met every step of the way by friendly, knowledgeable people taking us to each destination. That included getting us across the borders in what might have been a chaotic situation otherwise. The safaris at Little Vumburra Camp in Botswana and Linkwasha Camp in Zimbabwe were outstanding in every detail, from the luxurious “tents”, to the staff, the food, the knowledgeable guides, the scenery, and of course, the animals! We stayed in touch with Emily along the way, as she surprised us at several stops with a small gift or dinner arrangements for our 45th anniversary. Finally, included in the trip were visits to Victoria Falls and four destinations in South Africa. We couldn’t be any happier with the entire trip, and we’ve recommended Emily and Extraordinary Journeys many times.
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Email Sylvia Kochler | 50-65 years of age | Experience level: first safari
Our Botswana safari with Extraordinary Journeys was a truly wonderful experience.
John Moody planned the perfect safari for our group of 6 (3 couples). We experienced 3 different Botswana camps (3 nights at each), all very beautiful and comfortable. We had great guides, and saw an amazing variety and number of animals. We ended with 2 nights at the River Club in Livingstone to see Victoria Falls. The food and service at each location were excellent. Transportion and transfers all perfectly executed. The trip far exceeded our expectations. We highly recommend a safari with Extraordinary Journeys, and hope to go on another safari with it in the future.
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Email Mary Ellen | 65+ years of age | Experience level: 2-5 safaris
PURE MAGIC--EJ IS THE BEST!
Our trip to Tanzania and Kenya was nothing less than magical. Kim listened closely to our desires (great guides, small tented camps and The Great Migration) and tailored an itinerary for us. We saw The Great Migration (and three river crossings) due to her excellent planning. (Of course, Kim is honest and will tell you that a traveler cannot be guarantied a river crossing–that is just plain luck.) The camps were welcoming and unique (some were rustic and some were luxurious, just as we requested). The camp guides were incredibly knowledgeable. I found working with Kim to be a joy–she is responsive, well informed and fun. She has a true love of Africa, having visited nearly every country. The pre-trip documents were thorough and informative; we were totally prepared. When selecting a safari company, I had not realized that a critical component is the local partners (camps, guides, drivers, etc.). If the local partners are not great, your trip will be disappointing. EJ uses only the best–everyone on the ground was punctual, well equipped, friendly, informative, professional and helpful. I would give EJ more than 5 stars if that was possible. Perhaps, the best recommendation is that I am already working with EJ to plan our next trip.
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Email Deana M | 20-35 years of age | Experience level: first safari
AWESOME HONEYMOON!
I am so happy we decided to have Extraordinary Journeys help us plan our honeymoon. We were traveling to South Africa and Zimbabwe and I was pretty thorough in what we were looking out of the trip and after a call with Emily, I knew she would put together the perfect package for us. I like to think I am pretty travel savvy and often do all of our bookings myself, but it was so helpful having EJ along side me. They were able to book our safari adventures and International travels; places I probably wouldn't have found. The safari lodges we stayed at were amazing, and everyone we encountered went above and beyond to make sure we felt welcomed. From our initial conversation, to a welcome home email; the constant contact we've had with EJ has been great. Anytime I had a question, they were readily available with the answers. You can tell they really care about their clients and want you to have the best adventure and our honeymoon was a once in a lifetime trip. We would (and already have) recommend EJ to anyone looking for the ultimate safari experience; and would definitely book through them again. 100%
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Email Janet | 65+ years of age | Experience level: over 5 safaris
Thanks to Extraordinary Journeys our trip to India was the holiday of a lifetime.
Our heartfelt thanks to Elizabeth, Jamie, Emma, Rachel, Marcia and all the staff at Extraordinary Journeys. You gave us the gift of your time and personal attention to detail throughout the development of our exciting India itinerary. Our in-country hosts, Royal Expeditions, worked hand-in-glove with your office. Throughout our trip we were in constant contact through WhatsApp and email. At every step of the way our drivers, guides, and company representatives provided smooth transitions and fascinating local information. The accommodations were luxurious and many were unique, smaller Havelis with delicious food. Every activity in our contract was a highlight, exceeding expectations, from our exclusive elephant camp to our tour of the Taj Mahal, from our sunrise boat on the Ganges to our overnight boat in Kerala. There were surprises not included in our contract thanks to our local guides, such as the Lord Shiva and Parvati wedding festival or the sweet scented flower market, or the changing of the guard at the Presidential Palace. We were pleased to make small changes to our itinerary with our flexible local guides such as a walk through the narrow backstreets of the blue city of Jodhpur, or an hour under the trees listening to musicians in the pink city of Jaipur. We paid for treats not included in our clearly itemized contract such as an amazing Ayurvedic massage at the gorgeous Kuramakom resort.
We never worried about the small changes to our schedule that are often necessary on a journey such as this. We trusted that Extraordinary Journeys and Royal Expeditions would always inform us and make timely adjustments - and so they did. The thoughtful recommendations and open discussion with the Extraordinary Journeys staff made the difference throughout this extraordinary adventure.
We sent Jamie a copy of our detailed India travelogue and a link to our photos so she can share either with other clients who may wish to follow our Extraordinary Journey.
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Email Lori | 50-65 years of age | Experience level: 2-5 safaris
Lara Ray is wonderful and put together an amazing family trip to Botswana and South Africa.
Lara Ray and Extraordinary Journeys put together the most memorable family vacation. The experience was priceless and I looked forward to planning my next trip to Africa with Lara! Simply the best!
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Email Patricia Aucello | 50-65 years of age | Experience level: 2-5 safaris
The ONLY safari tour company we will ever use.
We have used Extraordinary Journeys twice for a Safari trip to Kenya and most recently on our trip to South Africa. Our trip advisor gave us honest and dependable advice on how to maximize our time there. Our travel itineraries were perfect for our families needs. The ground travel was fantastic and dependable. Our lodging was beyond our greatest expectations with each camp offering a unique experience. We felt safe and welcomed as family at each lodge we stayed at. The trip was perfectly coordinated and we did not encounter a single glitch in our itinerary. Our travel coordinator also reached out to us several times to insure that we were happy and enjoying our vacation of a lifetime. We love Africa and will use EXtraordinary Journey for our next trip.
