Reviews
Email Johno | 20-35 years of age | Experience level: over 5 safaris
Avoid at all costs
Return customer & always recommended / sent customers here as service provided before was as expected but rapidly gone downhill ever since. Booked into a shoddy hotel last year during the Nairobi tour & charged at a more expensive rate than other similar agents in the area but because of my continued loyalty, I overlooked that & put the “way below par accommodation” down to experience and instead, complained to the hotel directly.
This year I was planning on booking my trips again with them starting with the Mombasa full dayer- again, more expensive than others but because I built a rapport from before I stuck with them. Paid for lunch in advance but on the day after the meal I was informed that even after a starter and a mere main with a few soft drinks I still had to pay half the bill !
Full day trip turned into a half day as halfway through, the guide informed me that he had to leave and that the company was aware of this the night before, leaving me driving around aimlessly round town minus a guide till I was back at the hotel which I could have done in a taxi for a fraction of the price.
The next day I thought it would be an easy resolve given my continuous loyalty to the company over the years and extra custom I had got them through other clients. A sheepish sorry was what I got- I thought I’d give them a break and not suggest a refund for half a service but instead just what I paid to the meal be took off my next trip which was a £1300 Maasai Mara trip- this was declined. I tried my best to make the agent Harrison realise that if I didn’t get the equivalent of £15 off that I would go elsewhere.
Subsequently after days and days of back and fourth messaging reminding me of how he couldn’t get it any less and that a sorry is all he could offer as that he would be doing it for free if he took that off with guarantees that I wouldn’t get it cheaper elsewhere, I decided I had listened to enough of this salesman pitch & took my business elsewhere- best thing I could ever have done. Ofcourse after going elsewhere the discount could now surprisingly be applied although by this time I had made my mind up,
The Mara Safari that he couldn’t take off £15 I now got £195 off and also made a hefty saving on the Nairobi trip but on this occasion was booked into a really nice hotel and comfortable car and made to feel like my custom was valued at the end.
I am fortunate that I return to kenya every year. I would hate to think that if I visited it just once, these customer service issues would be my lasting memory. Shop around if you want a better service, guaranteed customer service if issues come up and definitely more reasonable pricing.
Everything is good till a problem arises - clearly there is no procedure on how to resolve issues. Refreshers on customer service are urgently needed as running on luck & hoping that no problems will come up is just not good enough in an industry where competition is round every corner.
Being scared into thinking you are getting a good deal because they compare their prices to the ones in the hotel is just smoke & mirrors. Be smart
DE
Email Diana Claudius | 50-65 years of age | Experience level: over 5 safaris
Safari was terrible
The end of a terrible safari, car and driver was an accident
DE
Email Kathrin und Thomas | 20-35 years of age | Experience level: first safari
terrible
terrible kidding
no way
unreliable
Office closed