African Comfort Zone Safaris
- Located In:
- Size:
- 5-10 employees (Founded in 2010)
- Tour Types:
- Customizable private tours and fixed group tours
- Destinations:
- Price Range:
- $50 to $500 per person per day (USD, excl. int'l flights)
Reviews
US
Email Jessica | 35-50 years of age | Experience level: 2-5 safaris
miscommunication with a single traveler
So first of all, I have been on 2 other safaris. This wasn't my first.
So to begin, I chose ACZ because of their good reviews. Also, John was very communicative and helpful before I went. He answered all of my questions in a timely manner and seemed professional. I traveled as a single so I was nervous about this but John eased my fears.
I was supposed to stay at the Lenchada camp with the group but there was a mix up. I assumed John would have put me in a single since he knew I was traveling as a single. He did not. I didn't want to share a tent with strangers. It wasn't clear in our communication beforehand that I would be made to share a tent with strangers. In fact, they wanted to put me in a tent with 3 other people! No. I didn't realize this would be like a hostel. So they sent me to another camp where I spent a night in a single. But it wasn't a good situation since I was separated from the group. I think John should have admitted his error (instead he argued with me about it) and arranged for a single at the correct camp. He didn't. The next day our driver told me I'd have to stay in the other camp alone again- and I got very upset. Finally, they let me stay at the correct camp but I had to share at tent. I was so tired of arguing I agreed to it. This all left me very disappointed, though. What bad customer service!
Our driver was below average as well. On my other safaris the drivers engaged with us, told us lots of facts about the animals, and were very friendly. This driver only spoke to us when we asked him direct questions. He seemed bored. We got minimal information out of him about anything. While driving he never gave us an itinerary, didn't say when we'd stop to use the toilets, eat, etc. We would just stop and then he'd tell us what was going on. Some advanced notice would have been good. He also talked on his phone constantly while driving and this felt very unsafe, especially on the roads in Kenya. He was good, however, at bringing us to see the animals. He gets 4 stars for that. But his attitude was definitely below average.
The food at the Lenchada camp was good and the place as a good deal for the price. I would stay there again. The highlight of the trip were the other members of my safari.
Single travelers- make sure you are clear about what you are paying for.
Reply from African Comfort Zone Safaris
Posted on Dec 27, 2016Thank you for sharing your experience with us. First of all I apologise if we behaved in an unprofessional manner.
I would like you to know that there is a reason that we have all positive reviews except yours, we don't pay or give special treatment to our clients so that they can write good reviews. We offer our clients value for their money. It was unethical for you to demand me to give you a single occupancy tent which you had not paid for, with threats that you would destroy our business.
My first email to you clearly explained that you will be sharing a tent with another traveler or else you will pay a supplement of USD50 for you to have a single occupancy room. You ignored this and demanded that you must be given single occupancy room without paying the supplement, when I tried to talk you to sense you turned rude and we decided to pay the supplement and got you a single occupancy room in another camp (Rhino Tourist Camp) since Lenchada Tourist Camp didn't have the single occupancy tent. You still didn't get satisfied with that but demanded that you wanted to be taken to a lodge, I made arrangements and instructed my driver guide to take you to Mara Sopa Lodge where you would pay the supplement for the accommodation at the lodge since you had paid USD310 for a 3days Masai Mara budget safari which could not cover this lodge as it costs almost USD300 without transport, game drives and park fees.
You changed your mind and decided to take the single occupancy tent that we paid for at rhino Tourist Camp, however in the morning you declined to stay there claiming you were separated with the rest of the group, the same group you didn't want to share a tent with. All the other members of the group had paid the same rate and they agreed to share the tent and since we did't have any other alternative and you still wanted to stay at Lenchada Tourist Camp, we prepared the tent so that you can share it with one of the traveler in the same group.
I think you had not made up your mind about this safari as I remember you had requested a refund a month before the safari departed but later you changed your mind and decided to proceed. Please stop misleading our clients there was any miscommunication, evenif there were any you should have accepted the tent we offered you as it was even better and we still paid the extra $50 for it.
I have never heard any other client complain about our driver guide Martin, even the rest of the group recommended him and wrote good reviews about him, he has the best attitude with our clients because he loves his job. I believe if he had a bad attitude like you want to potray he would not have made these efforts to show you the animals you claim he had.
With all that said am grateful for choosing us.
Yours sincerely,
John Murage.
ES
Email Charles | 20-35 years of age | Experience level: 2-5 safaris
ACZ tried to change agreed conditions several times
After agreeing on conditions and contracting tour for Amboseli 3 days in lodges, and paying in advance 50%, they contacted to say that it wasn't a lodge but a luxury tent and that a suplement was needed for a lodge. We refused and referred to agreed terms, finally they admitted it would be lodge without suplement.
One or two days before the tour, they called us to let us know that they had problems with the vans, and that they were changing our open-roofed van for a jeep... we refused, and finally got the van as agreed (which is more spacious and permits a full experience).
During the tour, they disturbed us during dinner and argued that they had problems again with vans and proposed to change the safari drive of next day for a visit to a Masaai village. Again we had to refuse, really upset of being bothered by their logistic problems that we are not responsible of.
Last day in the return trip which had lunch included, the driver stopped and told us that the company had given him some money for us to buy food. The amount was ridiculous, so we had to refuse again and as in other tours asked to go to a proper place where the meals are arranged for tourists and we don't need to care about prices.
None of these things happened with other safari tours that we contracted.
Not directly related to ACZ, but to the AA Lodge, we found several cockroaches in the lodge, not only in the bathroom but also inside the sheets. We had to move to a tent that night.
Apart from all of that, we enjoyed Amboseli a lot, and the driver was really nice (in these tours, drivers generally do the hard work in an excellent way and get the less of the money; managers just arrange conditions and pickup the money).
Reply from African Comfort Zone Safaris
Posted on Oct 2, 2018Hello Charles,
I would like to, on behalf of the ACZ Safaris Team, apologize for the misfortunes that occurred during your safari. We are doing a follow up with the tour Guide. Everything was arranged as per your itinerary. I even settled all unresolved matters you raised on the day before the start of your safari. On the day of your safari, I met you personally to ensure everything is in order.
We have also contacted AA Lodge regarding their rooms.
From enquires, planning, to execution of a safari program a lot of team work is needed. It’s not only drivers who do the hard work and it would be unfair on your side if you pointed out that drivers do an excellent job and get less pay in return.
We have a passion to serve and every member of our team is happy to participate in ensuring our travelers get value for their money.
Yours sincerely,
Joshua.