Rose the consultant.
Safari Line Defender
- Located In:
- Size:
- 5-10 employees (Founded in 2013)
- Tour Types:
- Custom mid-range tours that can start every day
- Destinations:
- Price Range:
- $100 to $500 per person per day (USD, excl. int'l flights)
Reviews
JP
Email Dobby | 20-35 years of age | Experience level: first safari
Terrible, horrible company ，I received personal threats
We needed to end our 13-day trip early due to health reasons, but because of their mistake, they didn't tell us what we paid. After we asked the price and paid, they told us that we forgot to pay. Now when it comes to refunding, they have a very bad attitude and told us that it is our fault. They didn't tell us when we went to pay. After repeated inquiries, they gave the wrong price. When refunding, they didn't admit that they forgot the correct fee. When I refunded, they forced me to write a letter of commitment saying that I agreed to refund only 300 US dollars. It's terrible. I don't agree and I'm not satisfied, but the staff told me that I must write it, otherwise I can't leave the office. I'm scared because their office is small and dark. I'm really scared of what they will do to me if I don't write that I agree to refund. And they lie. It's bad. Very bad. After canceling the rest of the trip, the total price was $5,000, and they refunded me $300 in 13 days. They also threatened and intimidated me. I will tell everyone. This is terrible.
Reply from Safari Line Defender
Posted on Aug 11, 2024Hi,
We have read through your remarks on your East Africa Safari itinerary with our Company Safariline Defender Tours Ltd. We sincerely regret the fact that due to health issues, you were not able to proceed into Tanzania and complete your very anticipated safari. It is our hope that you can find time in future to come back and enjoy spectacular nature and worldlife here.
Coming back to your assertions; we wish to point out the following as we clarify things from our end:
a) We gave you a receipt for the amount paid totalling $4,680 and not $5,000 as you indicate. We would have attached a copy of receipt as issued to you but are allowed here.
b) You state that our team did not elaborate this to you. Our cancellation policy was clearly explained to you and for your purpose and that of the reader, the policy states a NO REFUND for late and post-departure cancellations. We however, based on the circumstances and having implored on us, considered supporting you with $300 (not actually a refund by hand-out) out of our goodwill and friendship. We, in ordinary circumstances would not process a refund as this is against our cancellation policy and the fact that your accomodation and other facilitation is already booked and paid for which is therefore a shortfall on our end.
We would have expected you to appreciate this.
c) You paited our office badly as dark and congested. We handle tens of visitors every single day and we are happy to note that every visitor is happy and comfortable while being served by our team in our well furnished office. We just take this as normal mud splashing by a person not so well intending which is unfortunate. We are sure of our services quality. Again we would have attached some pictorial of our office customer lounge.
d) Lastly, we maintain high levels of integrity and hospitality to all our visitors and thank this channel for allowing any feedback from our customers which are also closely scrutinised for facts and are happy to issue this clarification. We wish to express our gratitude to you for taking time to write and urge you to bring out facts more clearly in the future for record.
Best.
IN
Email Arvind | 35-50 years of age | Experience level: 2-5 safaris
The worst customer service and tour planers !!!
I have traveled more than 70 countries and I can confirm that this is one of the worst tour companies. We were in touch with someone named Rose and I believe she’s the MD of the company, she just doesn’t know how to plan the itinerary neither has the basic manners and work ethics.
I would still say our whole trip was good because of the drivers(guides), friendly people in Kenya and we felt safe in this country.
I traveled with my wife and 2 kids(5yrs and 3yrs old) and I had chosen 5-6days private safari in Kenya.
Everyday we had to ask for our lunch(except the two days when we had whole day game drive- the lunch was packed and taken from the camp) and was served after 3.30pm, due to the poor plan of the itinerary.
The first day they were supposed to pick us up by 9am and we had to wait an hour and finally they arrived by 10am to pick us up. Of course I didn’t say anything as these things happen. There were 3 ladies with the driver cum guide and they sounded really nice however the safari jeep was an old one and not so clean. I still didn’t say anything as I believe the condition of the jeep is what matters and I was also in a mindset that the safari jeeps in Kenya are like this! I paid them 4310USD for two adults and they had already told us that the kids won’t be charged in the private safari. The trip started off really well however we had to wait for more than an hour to enter Amboseli National Park. There was some serious confusion going on with the entrance ticket(first the driver asked me to pay as his card doesn’t work and then he said the ticket is with another driver etc). And the worst part is there’s no air conditioner in the jeep and we can’t leave the windows open due to the local vendors surrounding the jeep. Finally around an hour later we entered the park. By now we realised the jeep windows are mostly jammed with no clear vision(due to them being old), the roof top which is kept open for the game drive kept collapsing every now and then(I was fixing the collapsing bar so that it doesn’t fall on anyone’s head) and I could see on the road that the other safari jeeps were all new except ours. We came to know that Safariline defender is a small company with just 3-4 vehicles and they mostly hire 3rd party drivers who come with the rental vehicles. Well this has nothing to do with us as long as we get a good service. On the third day when this rooftop collapsed on my hand(no injuries or swelling as me and my wife quickly supported it) I decided to message Rose to do something about the vehicle. She agreed to send another jeep on the 4th day evening, before entering Masaimara, by then most of our long drives were finished. By the way in this 4 days the jeep had been to the workshop twice, once with us on board near a town in Amboseli and second time luckily after we were dropped in the hotel in Nakuru. The driver himself told us that after us he has another 2days trip and then this jeep has to go for a complete revamp.
We were still happy that we got a new jeep on the 4th day evening and another great driver cum guide.
On the way from Amboseli to Nakuru we were stuck in traffic for more than 30 minutes and the driver said he’s not allowed to use the expressway. It was just over 30 minutes so I didn’t say anything moreover I was tired of complaining!
Now with the new jeep and driver our trip was going well. On the last day on the way from Masaimara to Nairobi we were stuck in city traffic for more than an hour and this driver said the same thing that he’s not allowed to use the express way. When I saw other safari jeeps going through the express way I messaged Rose again and her reply was “yes I’ve not authorised the driver to use the express way“. The fact is they can’t take the monthly/yearly express entry pass as most of their vehicles are from 3rd party however even the one way pass is just a few dollars and they don’t even want to spend it. There was never any apology from her which was fine but now she was being rude in her messages. She even mentioned that she gave free for our 5yr old child and the fact is none of the private safari charges for kids of this age. By the way I have never asked her to give anything for free. These things were clear from the beginning. When my wife called her and was trying to explain she just hung up the phone!
I think they are afraid if we ask for monetary compensation so they are not open to feedback. But that was never my intention, there are many European tour companies however I specifically booked with a local company so the whole money goes to Kenya.
Extremely unprofessional behaviour, no respect for customer’s time and money.
I have all the proof such as photos and invoices of the facts I have mentioned above including the rude messages on WhatsApp. I’ll definitely raise a complaint in Kenya tourism website. Probably when they get a few complaints they will cancel the licence or at least a warning will be given.
Reply from Safari Line Defender
Posted on Aug 18, 2024Its now clear that you are upto no good and your review is malicious. Originally your itinerary was 13days Kenya and Tanzania Safari which you later changed to 6days because 13days was too much for the kids and this is understable.
As per your itinerary, your 1st day was from Nairobi - Amboseli and an evening gamedrive we honoured this.
2nd Day: Full day game drive in Amboseli ( this was honoured)
3rd Day: Left Amboseli for Nakuru ( We gave you a morning game drive before departing for Amboseli)
4th Day: Morning gamedrive in Nakuru before leaving for Mara ( we honoured this)
5th Day: Full day Game drive in Mara ( this was honoured)
6th Day: You had a morning gamedrive before leaving Mara for Nairobi. End of Safari
The flow of the program is per what is on our website. And we did not go againist our program.
On the 4th day, you complained about the vehicle and we sent another vehicle from Nairobi to Masai Mara. All our vehicles are well mentained and in good condition. There was no breakdown in all of your safari but we decided to change the vehicle for your sake.
When on safari, having lunch on time is not always possible, This might be caused by the unforeseen problems like traffic on the road.
On the last day, you sent as a picture of the traffic on the road asking why you were stuck and at which point it as not possible to join the express way. We cannot control whats happening on the road and always give priorities to those travellers who are going to the airport to use the express way.
Despite doing everything we could to make your safari exprience better, its was unrealistic to please you. We regret accepting you booking.
FI
Email AJ | 50-65 years of age | Experience level: 2-5 safaris
Well-organised small business who coordinated all our transport and accommodation in a hybrid tour
Rose made all the arrangements, ensuring we were taken care of from our arrival to our departure. We were collected at the airport, taken to the office to finalise payments, then driven to Nakuru via Lake Naivasha for the first two days as a private tour (just the two of us and our driver/guide, Joseph). After an overnight in Nakuru we drove to the Maasai Mara, joining up with several others on the way. We spent two nights at Miti Mingi camp and enjoyed game drives in the Mara before continuing on our itinerary. We travelled via Nairobi (on the day of protests - as seen on world news), with a change of vehicle and driver/guide (Moses) to Amboseli. We spent two nights at Nyati Safari Camp and had game drives in Amboseli. We were then driven to Namanga border crossing and assisted with exit from Kenya and entry to Tanzania before being driven to Arusha where we stayed at the Charity Hotel. Next morning we were collected by Amani and, together with a small group, drove to Ngorongoro and Serengeti. We had game drives in the Serengeti and in the Ngorongoro Crater, spending one night at Shuhudia Adventure Camp and the next at Rhino Lodge. Both were excellent. Finally we returned to Arusha and our last night at the Charity Hotel. Next morning we were collected and put on the shuttle back to Nairobi and our flight home. Despite a few small hiccups (such as the shuttle breaking down about half way back to Nairobi) and the disturbance caused by the protests against the proposed finance bill, we had a good safari and saw plenty of animals and birds. The guides were informative and helpful and the whole thing was well-organised by Rose in Nairobi.
AE
Email Ankita | 20-35 years of age | Experience level: first safari
It was a great trip
Well taken care of & warm hospitality.
Very good accommodations throughout the trip. Really enjoyed my stay in kenya!
DE
Email Angelica | 20-35 years of age | Experience level: first safari
Fast response, friendly staff, feel safe as a solo traveler
Rose and team were always helpful during my entire journey as a solo traveler - very quick response (not a single minute) and they always tried to provide a satisfactory solution when there was anything unclear… I learned that communication is the key when doing safari tour especially as you might be with people from
different tour providers in a vehicle, at first it was confusing but Defender team would guide you along the way very well!
Thanks for the amazing trip!
TW
Email Sandy | 35-50 years of age | Experience level: first safari
Amazingly unforgettable experience
Rose, Thank you for the arrangement we had an unforgettable memory. Your plan covers all the worth visit spots. we are also very lucky to have Joshua as our guide and driver. He’s very good at what he’s doing and You can tell he tried his best to make sure we Experience and see as much as possible.
US
Email Anthony | 20-35 years of age | Experience level: first safari
The Big and Ugly 5
We were incredibly lucky to see the big and ugly 5 during our trip to Kenya and the national parks. Caleb “KingFisher” our tour guide is an amazingly friendly and knowledgeable person. I don’t think it would have been possible for us to complete this wonder feat without him. Communication before and during the trip was smooth and reliable. At the end of every day we knew exactly what we had plan for the following day. I would recommend this trip to friends and family 10 out of 10! Thanks for a trip of a lifetime!!
US
Email Annabella | 20-35 years of age | Experience level: first safari
Our tour operator went the extra mile and cared greatly about giving us the best experience possible
I would highly recommend Defenders Safari. Our guide Caleb was kind, informative, and genuinely passionate about providing the best experience for the people and animals. He was an excellent driver and very punctual. I felt that we got a great value for our money. I will definitely recommend this company and our guide to our friends and family. We plan on using this tour operator when we return to Africa. They were quick to communicate with us and easily made adjustments when needed. 10/10!
Email Peter R | 50-65 years of age | Experience level: 2-5 safaris
Massi Mara to Nakuru to Amboseli
The tour was well organised with the transport vehicle and drivers being excellent. We did the ballon ride in Ambesolie which is a must. Champagne breakfast to go with it in the bush was a real treat.
Remember if you are travelling around, these distances can result in long hours being spent in the land cruiser.
If you can afford an upgrade in accommodation go for it, as the food in the budget camps can be disappointing. Otherwise this is great value for money.
Email Nancy kabuya | 35-50 years of age | Experience level: 2-5 safaris
The tour operator and the team are awesome and very friendly.
Safari Line defender has been my best tours and travel company and would recommend them to everyone. The staff are very friendly, efficient and you indeed get your value for money. If you love travelling and adventures, look no further. Safari line defender got you .