Some of the staff at Yala Safaris Uganda Office
Yala Safaris Uganda
- Located In:
- Size:
- 5-10 employees (Founded in 2016)
- Member Of:
- UTB & UWA
- Tour Types:
- Custom budget & mid-range tours that can start every day
- Destinations:
- Price Range:
- $100 to $750 per person per day (USD, excl. int'l flights)
Reviews
US
Email Bruno | 50-65 years of age | Experience level: over 5 safaris
Old decrepit vehicles and poor communication
I booked a 14-day safari with Yala – this was to cover safaris in both Uganda and Rwanda – the booking process went well and Yala was initially good in communicating promptly. When I arrived in Entebbe, they were a bit surprised as they had not seen the arrival announcement – the van that was to transport me to the hotel was an old decrepit van without an A/C (I should have seen this as a sign to come) – in any case I made it to the hotel and was told that the safari vehicle was to be another one in much better condition.
The next day, the driver showed up in another old decrepit vehicle and lo and behold, the A/C was not working in this one either (Note – most of the roads in Uganda are dirt roads so you need to keep the windows closed and wear dust masks). The driver did not speak much English, even though what was promised was an English-speaking tour guide. We decided to push on – about a couple of hours into the journey, the right rear tire developed a side bulge (this was a re-treaded tire that had developed a sidewall failure – re-treads are banned in the USA for just this reason). The jack that was in the vehicle did not work, so we had to limp back to town to get a shop to help us – this took about 3 hours in all. I contacted Yala and insisted they provide me with a better vehicle and they promised to do so. When we reached Murchison Falls, we were covered with red dust due to having to keep the windows open as the A/C did not work. All of my game drives were in this broken-down van which had a low clearance resulting in us scraping the bottom every time we went through a ditch.
Two days later, Yala had still not provided a replacement van, but they did change the driver to one who spoke better English – we made it back to the main town again on dirt roads with no A/C. I had asked for the replacement van to meet us there so we could continue on our journey – guess what – no van. We ended up leaving the decrepit van at the hotel and continued to our next stop (chimp trekking) in a small Toyota Corolla. Two days later, a replacement van showed up – guess what the windshield had a big crack in it along with pockmarked glass – it was an old van but the A/C worked. So, we continued onwards and got stuck on a mud-soaked road (the van did not have off-terrain tires and did not have a high clearance) – the villagers helped us and we resumed our sight-seeing when suddenly the engine stopped and would not start. After waiting for 2 hours for a local mechanic to show up, he discovered that is was a GPRS failure as the van was not permitted to go out of a certain area – the mechanic by-passed the GPRS device and we were able to start the engine and go on our way to the next stop. By this time, I had sent Yala about 6 emails none of which were replied to.
The next day, while climbing up a mountain road, the gear shuddered and then gave way with a loud bang – again we were stuck on a mountain dirt road for 2 hours before getting a ride to the gorilla lodge. Yala switched the gorilla lodge without my consent because it was closer to where the gear breakdown happened and did not return any of my emails on the subject.
Two days later, a different vehicle was provided – this time an SUV (which is what was agree to when I first accepted their contract), and an A/C that worked. I was told that we had to exchange this vehicle back for the one which had broken down in a couple of days when returning from Rwanda. Two days later on returning from Rwanda, we were to meet at a designated spot to exchange vehicles as the van had been repaired with a new transmission and drive shaft – at the last moment, we were told to continue onwards in the same SUV as before. Yala again changed the safari lodge I was to be staying at without informing me (this after confirming that all the lodges had been booked and that I could not change any dates given all of the issues I was having) – again no replies to any of my emails other than talking to the driver.
I finally made it back to Entebbe – no word from Yala, no apologies for all of the issues, no explanation for the 2 lodge changes (and both were terrible when compared to the original places) – nothing. Be careful when booking with this agency – they have terrible vehicles and very poor communication. I would not book with Yala again -the only reason for the 2 stars is because of the efforts of the drivers who were with me – they tried to do their best with little or no support from Yala
SA
Email John | 50-65 years of age | Experience level: 2-5 safaris
Great Guide, Terrible Accomodations
This review is to be a negative one.
I hope they take this feedback and try improve their communication and their services.
My family (my wife and my 2 daughters) experience, in terms of activities were good.
We owe that to our guide. He is an excellent guide and very safe driver.
There was one other person. I didn't know what the other guy did till the last day.
There were discrepancies in the itineraries. What we were promised was different what was delivered.
We never did the early morning and the evening game drive.
Time gap between the departure time from Masindi Courtview hotel and the actual Rhino walk was more then 6 hours. Nothing to do for 6 hours. We just sat around did nothing.
From the very first night, accommodations were substandard, despite much better accommodation availability nearby properties. They communicated and promised to us that our accommodation in Ziwa Sanctuary would not be a budget accommodation.
We spent the entire night awake with mouse and rats running around us. There were literally hundreds of live bugs and mouse droppings on the sheets.
We are still so upset about this which I am considering in taking further actions.
Food options, well there were no food options at Parkside lodge. We ate whatever they made. One main course. That's it.
To be fair, Courtview and Ziwa had food options.
We've paid a premium price expecting premium service. Our guide/driver was outstanding. Other than that it was terrible.
After I've learned what the charges were in the hotels and permits and entrance fees, the profit margin was significant. They basically put us in the cheapest and dirtiest places to make that profit.
Our bad experience with accommodations and food would not take away the joy and pleasure we had by learning about Ugandan people and culture. Kindest people we've ever met during our travels.
Reply from Yala Safaris Uganda
Posted on Jan 7, 2017Thanks John for openly letting us know how you felt during your safari to Uganda. I would first of all honor your appreciation and witness of the kindness, love and hospitality of Ugandan people plus the accreditation of our driver guide quoting " He is an excellent guide and very safe driver"
On the issue of accommodation facilities, Yala safari Uganda humbly apologizes on the behalf of the Safari Lodges for their unfulfilled daily obligations of offering clean and safe facilities to our client! We pledge to deliver this review to respective lodges to were you slept so that they can routinely comply with safety standards in order to do way with such bad experiences.
Though Yalasafaris Uganda is one of the safari companies offering budget affordable midrange and luxury Safaris, we care about safety in rooms and compliance with standards .
The other person you talked about whose purpose you did not know throughout the safari is our tour escort as well and I remember we briefed you about him on the start.
Then on the issue of cuisines, kindly note that most mid range and budget lodges operate on a fixed menu other than giving a menu from which you can choose though we always try to ask our clients whether they have dietary complications so that we communicate to the lodges which Yala Safaris did. Otherwise we once again apologize for that.
For the case of the profit margin you assumed we could have made as you stated that you paid premium price, please be with me on this that this was a BUDGET SAFARI REQUEST for which you signed a contract of terms and conditions for 810 USD per person for 4 pax, for 6 days 5 nights. Yala safaris is surely rated as one of the most affordable tour companies in Uganda that can organise budget safaris to discerning travellers around the world at a low cost. In this regards, we had to put maximum efforts to make sure you tour Murchison falls national park, track chimpanzees and Rhinos including game drives, boat trips, accommodations, meals drinking water WiFi on transit that we delivered
For the discrepancies in the itinerary, you opted for a community and culture walk which changed only the evening short drive of the original travel plan however, credit goes to our guide who made it possible for you to go for Rhino tracking since they are best Tracked in the Morning or in the evening because in the afternoon or during hot hours they are normally resting under shades which makes the activity boring. In this regard, you tracked them in the evening and the our guide testified that you enjoyed the activity.
On the issue of communication, kindly note that we communicated earlier to you that this was a budget safari for which you even signed the sheet terms and conditions. Secondly we made the Itinerary clear and therefore it is only the earlier mentioned community walk that changed it a little bit. Our driver guide was a keen listener to your grievances as well, and lastly when you called the management, the response was also good.
A bout the Morning game drive, our guide confirms that he witnessed that you did an early game drive and boat trip on your Day two (2) as the plan was, kindly give us that credit
We honestly appreciate your neutral review and promise not in any way to take it personal as it is aimed at the betterment of the future travellers
Thanks
Yalasafaris Uganda
was not Impressed
Nothing to say much but it was very unfortunate experience
Reply from Yala Safaris Uganda
Posted on Jan 2, 2017Good to hear from you Mr Kasim it's very unfortunate to hear this after putting in all the efforts and hadled your safari in less than 24hrs notice during Christmas days acording to your driver guide Mike the safari was very successfull .We humbly apologise for what dint go right please don't hestate to contact us on [email protected] to let us know more about what did go right as that will help us to improve.
with kind regards
Godwin
Owner of yalasafarisuganda