Exciting Africa Holidays Ltd Team
Exciting Africa Holidays
- Located In:
- Size:
- 1-5 employees (Founded in 2016)
- Member Of:
- KATO, Ministry Of Tourism & TRA
- Tour Types:
- Small & medium group tours (Mid-range & luxury)
- Destinations:
- Price Range:
- $130 to $1,850 per person per day (USD, excl. int'l flights)
Reviews
KR
Email Ray | 20-35 years of age | Experience level: first safari
Not trustworthy
Treats foreign customers like an ATM. The attitude towards you dramatically changes before and after the payment.
1. Last minute itinerary change
Other tour operators notified me that due to the recent change in the park entrance policy, they only offer two-day safari tour. But Exciting Africa Holidays said their tour is three-day. To confirm this, I sent them an email and received a positive response, which influenced my choice for this tour. But, on the day of the tour, i was told that there will only be a two-day program due to the 'recent' change in park policy. That just spoiled my day.
2. Lying about drinking water
At the Nairobi tour office, I was verbally assured that the package included '1 litre of bottled water per person per day'. But upon my arrival in Masai Mara, I was told that there is no water to give us... I mean, why lie about water? If it's not included, just tell me, and I'll grab some in town! (fwiw, they did provide water at day2 after my complaint, but the emotional stress i had to go through on day1 was immense)
3. Lack of communication
They dropped us off at some random place, not the one we were supposed to stay at. We were totally lost. After I paid, communication between me, the tour operator, and our driver went from great to non-existent. If they had to switch the accommodation, that's fine, but give us a heads up! And there's even a signal in Masai Mara if you're with Safaricom.
When I brought up these issues with the tour operator after the tour, he raised his voice, telling me to send a formal written complaint. So here's my formal complaint.
This safari tour was supposed to be a once-in-a-lifetime adventure, but picking this operator was a major mistake.
For the record, I was more than satisfied with our driver Shadi, he was very kind and professional. I had issues only with the tour operator, Exciting Africa Holidays. (It seems like multiple tour operators pool the tourists and assign them to different vehicles)
Reply from Exciting Africa Holidays
Posted on Aug 2, 2023Dear Ray,
Thank you for taking the time to share your experience with Exciting Africa Holidays.. Your feedback is essential to us, as it helps us improve our services and ensure a better experience for all our customers.
We have thoroughly reviewed your complaints and would like to address each of them:
Last minute itinerary change: We deeply regret this last minute communication regarding the safari tour's duration. This is beyond every tour operator control on the 12 hours law with effect from 01st July 2023.This is affecting all operators considering our itineraries used to stipulate last day morning game drive which now is OUT of order.
Lying about drinking water: It was never our intention to give you bottled water. You did a noble thing to remind the guide and us about drinking water which you were given at NO extra cost.Group joining spirit requires all round participation that makes the whole safari a group joining safari.
Kindly its our humble remind to you and many more travelers intending to book safari this season and beyond that the tradition safari schedule has changed and will remain that way since you are only charged for 2 entries to Masai Mara national reserve ( usd $ 160 )
Regarding your positive feedback about your driver, Shadi, we're delighted to hear that he provided a kind and professional service throughout your safari. We will ensure that your appreciation is conveyed to him.
At Exciting Africa Holidays, we take customer satisfaction seriously and will learn from these remarks and work diligently to make necessary improvements.
To address your concerns and seek further resolutions, we kindly request you to send us a formal written complaint. Our aim is to rectify the situation and provide a satisfactory resolution for you.
Once again, we value your feedback and trust in our services, and we are committed to ensuring a positive experience for all our valued customers.
Sincerely,
The Exciting Africa Holidays Team
US
Email Constance | 20-35 years of age | Experience level: first safari
Disorganized and felt unsafe
I would warn against booking with this company. I felt unsafe on this trip, particularly once the safari moved from the portion in Kenya to the portion in Tanzania- to the extent that I ended my trip four days early I was frequently handed off between different guides and drivers without a secure way of confirming who was affiliated with the company and who wasn't, and was sometimes left without a guide or driver at all. At the Namanga border crossing I was left by my driver/guide and a local was paid to see me through the process and onto the shuttle to Arusha, Tanzania. I didn't have service in the area, and if anything had gone wrong had no way to contact anyone. I did not know who I would be meeting in Tanzania or have a way to reach them or know when they would be picking me up. Once I was in Tanzania, my itinerary was changed so that I could be shuffled to join other drivers and tour groups. While I was still slated to visit the same places in the end, changing the order meant that my family and friends at home would not know where I was on a given day, which made me uncomfortable as a young, solo female traveler. Because I was being passed between groups, I also didn't know who my driver would be, where I would be going on a given day, or who might contact me with this information and when. When I contacted the company with concerns they didn't see these issues as valid.
Part of the reason I booked this specific tour was because it is advertised as vegan-friendly. Despite letting the company know in advance that I was vegan I was frequently unable to eat anything besides fruit and juice, and had to re-explain what my diet was over and over again. Two days into the trip I contacted the company about this and never received a response. I think it's dishonest to advertise this tour as vegan-friendly.
The guides and drivers were all friendly and honestly trying to help solve my problems, admitting that the way things were being handled was far from ideal, and I saw many beautiful animals, but I don't feel like this was enough to overcome the company's mismanagement.
Other travelers I was with were in similar situations, with their itineraries being changed last minute and sometimes prices being increased beyond expected while they were already on the tour, or having their lodgings changed to cheaper options after they had already paid.
*I found this tour through TourRadar, and though they asked for my review the review I submitted never appeared on the site.
Reply from Exciting Africa Holidays
Posted on Jan 24, 2023Dear
That alot for putting this concerns .
We would like to resister our total commitment to all our esteemed customers as per our code of conduct - service with honesty.All the tours cross the border kindly our clients note that we always change guides and all is kept to the latter to make sure there efficient continuity at all times.In situations that you are required to inquire or ask please do because we are also upto the task to respond to your concerns in the field for better service and monitoring progress.
All our group joining safaris you may change from one group to another which is the order and spirit of adventure and we do it seamlessly not to waste your safari time.
We acknowledge every suggestions but be assured all that we are committed to your security and best safari practices for a lifetime memories.
Thanks alot and most welcome.