Reviews
QA
Email Oyndrila | 20-35 years of age | Experience level: first safari
Terrible experience while on the 7 day tour.
I had been approached by Tour Kenya Safari Heights owner Meshak Mutinda like many other tour operators when I had submitted a quote on Safari Bookings for my visit to Kenya for the Safari in March 2018.I had mentioned to my tour operator that I wanted Ole Moran in Masai Mara for my 2 days stay,Flamingo Lodge in Lake Nakuru on my One night stay and Kibo Safari Camp for 2 nights stay.He showed me the booking vouchers and asked rather begged to make the deposit of 300usd in the first week to April saying these hotels would be booked as July is a peak Season.He promised to provide for my first and last night stay in Nairobi and also visit to the elephant and giraffe centre on the last day.My tour was from 12th July 2018 until 19th July 2018.He offered me Sunrise Hotel on my first day of stay in Nairobi to which I had denied(after receiving bad feedback from friends) as it is not a nice hotel inspite of 3 star ratings.Meshak promised to provide another hotel however on the day of arrival in Nairobi he put us up there saying all the rest were full.
Next day en route to Masai Mara the driver John informed mid way that we are not putting up in Ole Moran(which is way closer to the park)but Nature Explore lodge which is 45min.drive away from the main gate entrance.So basically you waste at least an hour to enter.On speaking to Meshak the excuses started that Ole Moran is full etc.As per the itinerary he did not even provide for the next day early morning drive as he would have to pay for the entrance again.Same happened in Lake Nakuru and Amboseli they kept on changing the hotel.In Nakuru the hotel was good 45min drive from the gate entrance hence we waste another hour just to enter.In Amboseli as well AA lodge where we put up was still decent however on our 2 day stay we only got to visit the park on the first day and second day early morning drive was not provided as per the itinerary and we were asked to pay for it.Overall on the entire journey the driver John tried to savour money from us.He also took 35usd pp for the Masai Village entrance fee by lieing to us to fill his own pocket.Not to mention on our last day arrival in Nairobi no stay was provided and we had to book on our own.I had agreed on 1150usd pp on private tour for 2 and Tour Kenya Safari Heights failed to keep up to his word.We were scared that we would be left in the middle of the road anytime by our driver.Also on talking to the owner I only get excuses.There are many of these agencies trying to get money out of you by making false promises so please don't fall prey.We don't want anyone else to suffer like we did.So please make your own booking be it more or paying less money through booking com or Agoda or the hotel directly and arrange for your own transportation.We are lucky that we got to see the animals and the Safari was somewhat decent.But throughout we were scared that we might not see what we have paid for.
SA
Email Koko | 20-35 years of age | Experience level: first safari
I am not join with them they after my advance he changed our package
Very very bad service please don’t sent advance money
SA
Email Subair | 35-50 years of age | Experience level: 2-5 safaris
Very Bad Experience, DO NOT TRUST AT ALL
After the advance payment he changed the package & started bargaining.
Finally we cancelled the trip due to high rate and he did not returned the advance payment.
So Do not trust this team at all.
NL
Email Sander | 35-50 years of age | Experience level: 2-5 safaris
tour was nice but costed more, and was shorter then agreed, promised shirts were not deleivered
We arived from the airport in our hotel at 8.00 a.m. We asked at the hotel reception if we could do a safari Nairobe NP. They advised us not to do because it was too hot and to late when we would arive. They called Tour Kenya Safari Heights and they offered a citty tour vissiting 1) Elephant Orphanage 2) Giraffe Centre 3) Nairobe Animal
Orphanage 4)Kenyatta International Congress Centre 5) Nairobe National Museum and a lunch somewhere during the day. The man at the reception called in my presence, saying that it would be $60 each. I agreed on the $120 for the both of us and that we would be picked up at 9.30 a.m. We unpacked our stuff and I stick $120 and a few thousend Ksh in my pocked and went down to the reception to wait. Meshack and Diana arived at 10.40 A.m. because of traffic jam. We got in the car and got on our way. Then she said that it was 120 dollar each. The elephant orphanage is opened only between 11.00-12.00 and we got there at 11.10. After that we went to the Giraffe Centre which was nice and we got a lunch in a beautiful garden. Then we went unasked to a souvenir shop. The animal orphanage was next which we had to pay with our credit card because they didn't have money on their M-Pesa system. Then going to the KICC was a beautiful vieuw on top. it was 4 p.m and no use to go to the national museum any more because it closed at 5 p.m. They brought us back to the hotel and they promised us T-shirt with the big 5 on it when we would get back to Nairobi. They would deliver it to our hotel 14 days later. I fetched the extra $ 120 and Meshack gave me his card for contact. Back in our room we had a double feeling. We had a fun day but payed far to much for what we got. 14 days later we traveled back to Nairobe. I called him at 8.a.m.to ask if he would deliver the shirts to the Hotel. He confirmed that he would. When we arived at the hotel at 6 p.m. there were no T-shirts. The hotel made the phone call another 3 times but it was not answered.
if they would have brought the T shirts then we would still have felt overcharged. But now they didn't keep their promise we really feel screwed and overcharged. We had a beautiful 2 weeks aranged with sombody else in Nakuru with Masai Mara; Lake Nakuru; Hell's Gate; boat on Lake Naivasha and more. we did not get overcharged anymore. We would not go with Tour Kenya Safari Heights again.
US
Email Vijay | 35-50 years of age | Experience level: first safari
Worst , liar and asking money for fuel
I had worst and terrible experience with Mashack tour operator and guide. He is the liar and not trustworthy. He did not pick up at the airport and I was stuck in the middle of night outside of airport. He switch off his phone. They invite new clients to join groups to earn more money. Unnecessary drop off and pick up new clients waste time which impact a lot in game drive. They lied and asking money for fuel. I advise not to go with Mashack tour operator.
Reply from Tour Kenya Safari Heights
Posted on Aug 15, 2024Mr. Vigy, you did inquiry with Afri Teck company in Uganda which is operated by Mr. Gava . You booked with him 10 days safari in Kenya and Uganda, 4 days in Kenya and 6 days in Uganda. Since Gava only operates in Uganda, he approached me to help him take you in Kenya for 4 days . After Gava gave me your itinerary, I told him to be specific with the tour whether it's a private tour or a joining group tour . The good thing Gava the tour operator came onto my office in Kenya, and he did a WhatsApp call where he clearly I and him explained the advantages and disadvantages of joining a group but you went a head and said you want the joining.
We further told you a group joining you bid by the group's rules , you said you want the group. Then we gave you a group to join.
I came in the morning before the departure time and picked you up as per the program and joined you the group which you were eight in number .
I also introduced you to the driver / tour guide and the vehicle took off for the Masai Mara and Lake Nakuru.
During the trip, I used to do a follow up and one time you told me everything is okay .
After the fourth day you came back from the safari and I received well and you were so happy about the trip . What you told me is that, you missed the crossing of the wildebeest's bit you saw the migration. I remember very well explaining to you about the migration, I told you the migration is the movement of the wildebeest's from one destination to the other and river crossing is part of the migration, and since its natural thing, we can't time it exactly. After explaining this to you, then you told me you saw the migration, actually the animals were moving following each other on a line movement and you clearly showed me me the videos and photos of the same .
The next day you were leaving for Uganda, I came in time to pick you up for the airport and because my itinerary which I was given by my partner in Uganda did not include airport transfers, I requested you to just fuel my car with only 1000 Kes to drop you to the airport because I didn't want to charge you after doing safari with us and that was our agreement with you and Gava the Uganda tour operator.
In the tour you were eight clients, and nobody else complained about any poor services accept you. The other clients went forth even to given referrals to us and next week we are taking other clients who were referred by same group mates who were with you in the same tour
In fact, I came to learn after I got this review, I called my driver and asked him more you, then my driver told me you gave him and the rest of the group hard time because you wanted each and everyone to follow your itinerary against the group's will because you told them you were am American citizen and they should adhere to what you say. The driver severally tried to bring you calm because you became anti social to the rest of the group and you wanted to be treated special from the rest of the group. My driver told me you said if you won't do accordingly, once you go back to your country, you will give us a bad review. You used to threat him with bad review if he want do what you wanted.
The same thing and threats you extend to the Afri Teck company of Uganda, the tour company you signed the contract with.
On our side in Kenya, we took you to the 4 days tour in a joining group which the rest were happy accept you because, everyone paid the same and we treated each the same.
The itinerary which was send to you and to me by Afri Teck company from Uganda, says pick up it's 8:am in the hotel on 22nd of July and not at the airport as you claim.
Your package price was send to you by Afri Teck company including all the 10 days in Kenya and Uganda, this included , accommodations, transport, park fees and flight from Kenya and back .
If anything was charged to you, was not in the package and that is expected if on demand.
To us we treated you well as the rest of the group mates . We can't say we were hundred percent perfect, but for the small mistakes , we apologise and ready to improve.
IN
Email Kush | 20-35 years of age | Experience level: first safari
Cheats and liars! Do no trust! Do not book with them!
My family and I recently travelled to Kenya and Tanzania to catch the Great Migration. Overall, the trip was fantastic; the wildlife and beauty of both countries was far superior to what one sees on TV!
However, we made a mistake by trusting local (Kenyan) travel agent – Meshack Mutinda Kiilu from Tour Kenya Safari Heights, Nairobi. His agency booked the Kenya part of the tour for us while their partners, 7 Wonders Safari (Tanzania) booked the Tanzanian part.
The stark difference in both parts was surprising, especially given that positive word of mouth is important, and we expected much better service. Not only that, we never thought we would be blatantly lied to and misled.
Firstly, the car and guide we had in Kenya versus what we had in Tanzania were vastly different. The Kenyan car was in poor condition, the radio system didn’t work (which is vital if you want your game drives to be successful), the windows didn’t open, the car wasn’t well maintained, the driver didn’t speak good English and the car frequently broke down – it basically didn’t reverse without stalling.
Secondly, we were promised and had paid for a full day game drive followed by a morning game drive in Amboseli before departing to Nairobi. When we reached Amboseli, our guide informed us that he hadn’t received the money for the morning drive. When we tried reaching Meshack he started dodging our calls and eventually became incommunicado – forcing us to miss the morning drive. Not only that, we reached Nairobi and our driver told us that there was no dinner for us that day or meals the next day (although we had paid for all meals for all days as part of the package) and also that after dropping us off at the hotel in Nairobi (around late afternoon) we would need to pay him for taking us anywhere else since Meshack had not paid him for that.
While planning the itinerary, we had been promised a city tour and visit to a restaurant in Nairobi where guests can feed Giraffes. Our driver informed us that this wasn’t part of the package as per instructions given to him; not only that, Meshack had not even paid him for our last day in Nairobi. The worst part was, we had earlier planned to depart Nairobi the same day we arrived from Amboseli but we spent extra for the hotel for an additional night in Nairobi because Meshack had said that there were planned activities in Nairobi as part of the package.
Not only did we end up having to pay an additional $80 for the vehicle for two days, we had to spend additionally on meals for two days and also pay for airport drop off, which was supposed to be part of our package.
This was in stark contrast to our experience in Tanzania, where the driver, car and tour agency were excellent and gracious and even called us
multiple times to ensure we were having a good time and that everything was going well.
Even the Kenyan driver told us that Meshack had lied to him and not paid him properly, and this was actually the first time he had worked with Meshack and it was going to be the last time.
Our excellent trip and opinion of Kenyan hospitality was marred by what were basically, outright lies and misrepresentations. When we got back and checked, we realized that there are few other reviews also where people have faced the exact same issue with Meshack and Tour Kenya Safari Heights. Anyone reading this review and planning to book through Meshack or Tour Kenya Safari Heights, do so at your own peril!