Twinkle Star Tours & Safaris Limited Staff Photo
Twinkle Star Tours & Safaris
- Located In:
-
United States
Taiwan
- Size:
- 10-20 employees (Founded in 2017)
- Member Of:
- KATO, Eco Tourism Kenya & KTB
- Tour Types:
- Custom mid-range & luxury tours that can start every day
- Destinations:
- Price Range:
- $60 to $500 per person per day (USD, excl. int'l flights)
Reviews
DE
Email Alex Kishko | 35-50 years of age | Experience level: 2-5 safaris
Operator cancelled trip one day before departure date!
I rested with my family on Zanzibar and we decided to go on a four-day safari in Tanzania.
Through the www.safaribookings.com I found several companies that do safaris in the Tarangire / Ngorongoro / Serengeti.
I made a request, more firms answered me.
Among them was the company Twinkle Star Tours and Safaris.
They gave me the best price and a perfect program, we agreed everything to the smallest detail.
To save money, I decided to buy tickets by local airlines from Zanzibar to Kilimanjaro myself.
When I bought the tickets, agreed with Twinkle Star on the dates and times of transfer, right on the day before of our departure from Zanzibar, Twinkle Star said that he could not conduct a safari, but his acquaintance from the company Inno African Safari would hold it.
He gave me the contact of this other company and no longer answered my questions in the WatsApp.
I contacted this new company and he set me the price exactly twice as high as we agreed with Twinkle Star.
And this is the day before the start of the safari!
It was good that I had contacts and agreements with other companies and we quickly agreed on a safari with another company.
I warn all people on the www.safaribookings.com, do not mess with the company Twinkle Star Tours and Safaris.
DE
Email Violeta | 65+ years of age | Experience level: first safari
Beautiful nature but untrustworthy tour operator.
Did a safari tour with this company in January/February.
Communication with tour operator was flawless up until the payment was made and then any complaints or suggestions our group had were completely disregarded.
Some of the accommodations were sub-standard though described otherwise. The safari car was very uncomfortable and antiquated.
Forced accommodation changes.
Often showered with cold water and was savaged by mosquitoes because of missing mosquito nets and even after complaining multiple times got only empty promises to fix this but no action was ever taken.
Cut short or completely missed some of the game drives because of the incapable safari car and itinerary misunderstandings.
There was a Chinese group that did the same tour with the same company at the same time as us. Poor people had an even worse experience with changed itineraries and their vehicle constantly broke down.
A small refund was promised to our tour leader for all our trouble more than three months ago when there were no viruses and travel restrictions.
After more than three months still no refund and only excuses and more lies!
East Africa has much natural beauty to offer but be very careful who you book with!
Reply from Twinkle Star Tours & Safaris
Posted on May 12, 2020Jambo Violeta Nanov, Wess Nanov and Andriana Nanov,
Thank you for reviewing your experience with us.
We have apologized several times on the previews reviews Wess and Andriana Nanov wrote. We think this was an intention to destroy our companies reputation but what we promise is what we provide. All the three reviews you have written are because we delaying to refund your money, a difference of $100 and we were to do so as it was promised through email. The other group said the safari was wonderful and did not complain of anything.
Below is the real facts as we have your file.
1. OUR WORD IS OUR BOND
Upon confirming the safari, we had a contract with you indicating your safari dates, destination, and accommodation. We briefed you about your safari upon arrival, we organized all transfers for you, we booked all the accommodation as agreed on the Contract, we assigned a professional driver and pop up safari minivan as agreed on the contract and even after your safari, we had a meeting with you.
Furthermore, we had all communication with you in time and you had to say this as quoted below;-
"You also don't have to show us any proof, you have been very honest and professional this whole time so we trust your word!. I would like to use the opportunity to thank you again for your professionalism in handling the communication with us and willingness to look for alternative ways in order to make this tour happen!"
2. VEHICLE (POP UP SAFARI MINIVAN & 4x4 LAND CRUISER) KENYA AND TANZANIA
On the contract and also as it was indicated on safaribooking, the safari was based on safari minivan, pop up. Before the start of the safari that morning you said the vehicle is okay. During the entire safari, we did not hear from you any problem regarding the vehicle whereby we could have acted promptly to provide another vehicle. We are very sorry for this experience but it would have been honest of you to mention this fact on the review.
Your transport was based on a pop safari minivan in Kenya and 4x4 Land Cruiser in Tanzania.
3. ROAD CONDITION
While we regret this had to happen to you, Kindly note that the road condition on the Parks, the animal tracks inside are not tarmacked, so the roads are bit bumpy and corrugated and the maximum speed is 40km/hr. The driver-guide has no other option but to sacrifice so that you experience a lot.
4. GAME DRIVES
From the start to the end of 13 days safari, we did not hear any complaint from you regarding skipped game drive, the park fees were paid in full. and if it happened, you could have immediately emailed the office to solve this with the guide. As you had stated 2 review star is for animals and driver guide, we don't expect you to say that we believed you did extensive game drive as it was stated on the safari contract.
5. ACCOMMODATION
First of all, our apologies on this day you had to shower with cold water.
According to the safari contract, you chose to stay: Kenya:-Lake Nakuru Lodge, Lake Naivasha Crescent Camp, Ol Moran Tented Camp, and Amboseli Sopa Lodge whereby we did not change any accommodation. In Tanzania, you chose to stay, Serengeti Sopa Lodge, Ngorongoro Wildlife Lodge, and Lake Manyara Wildlife Lodge whereby we did not change except Serengeti Sopa Lodge we changed it to Serengeti Heritage Luxury Camp. This happened because you made safari payment late as you had a problem in transacting the money thus accommodation got fully booked. Upon arrival, we briefed you about it and you accepted. We did not expect this after an agreement with you.
6. REFUND
After complaining about the bad service at the changing accommodation, we promised to look at the difference and refund you, and we were even looking forward to refund $100 to you. We always promise and we always fulfill and regardless of the situation now in the world, we expected you to understand.
-We remained patient the moment you had a problem with transacting your money to confirm the safari, whereby we looked for another alternative to secure the accommodation first until you succeeded to initiate the money, we expected you to understand us during this Corona Virus situation. We believe the long dissatisfaction review is because we delayed to refund the difference as it was agreed on both email and WhatsApp.
-We sincerely regret that your expectations were not adequately met and we shall continue to do our best to keep on providing great service and making memorable safari tours to all visitors in East Africa.
Below is your safari contract itinerary we agreed and filed (Vehicle as requested and accommodation as requested and a 30%discount)
Day 1: 21st / 01 / 2020: Arrival at Nairobi / Nairobi Hotel
On the day of arrival, you will be picked by our staff representative and be dropped at your hotel you have
booked for dinner and Overnight in order to rest before the safari starts.
Day 2: 22nd / 01 / 2020: Nairobi City Excursion
-0800hrs-1000hrs: Giraffe Center:
Pick up from your hotel at 0800hrs and head to Giraffe Center. Here at the Giraffe Centre, you can climb up the
feeding tower and hand feed a food pellet to an inquisitive giraffe. Some lucky visitors have been known to get
a giraffe kiss!
The Centre is a refuge for the endangered Rothschild's giraffe. Here we'll learn about this beautiful species at the
special Information Centre. You may also find yourself surrounded by dozens of schoolchildren, as this is a favorite
outing for Kenya's youngsters. Thereafter, you will head to Elephant orphanage.
-1030hrs-1200hrs: David Sheldrick Elephant Orphanage
Our next stop is truly the most unique animal care center in the world. Where else can you see dozens of baby
elephants being fed from giant milk bottles right before you? And then after the feeding, watch the elephant babies
roll about in the mud, playing, frolicking like young children everywhere.
This world-renowned sanctuary rescues orphaned elephants throughout Africa and hand raises them with expertise
and love. The Sheldrick Family has been taking in and caring for these orphaned babies for over forty years. Over 200
have now been rescued and you can experience up close the expressions of compassion and caring in this very special
place.
But now it's your feeding time and we'll have lunch at the beautiful Karen Blixen Coffee Garden or similar café
within the outskirts.
-1400hrs-1600hrs: Nairobi National Park (Big Cat Sanctuary)
After lunch, head to Nairobi National Park, the only park on the backdrop of the capital city in the whole world.
Upon arrival you will have a chance to see the big cats like lions, cheetah, leopard, and other predators like hyenas both
on captivity and in the wild also. If time permits, you will also do a game drive within the Nairobi National Park. At
the evening, you will head to your hotel.
Day 3: 23rd / 01 / 2020: Nairobi / Lake Nakuru National Park
You will be picked at 730hrs by our tour guide/driver from your hotel and immediately depart for Lake Nakuru via
Great Rift Valley to arrive by mid-morning. Check-in at the lodge and have lunch. Afternoon game drive is at 1530hrs.
Dinner and overnight at Lake Nakuru Lodge: https://lakenakurulodge.com/
Meals: Lunch and dinner.
Day 4: 24th / 01 / 2020: Lake Nakuru / Lake Naivasha / Visit Hell’s Gate National Park
After breakfast, depart lake Nakuru National Park with game drive en-route to lake Naivasha arriving in time for
lunch at the at Lake Naivasha Crescent Camp. After Lunch, you will head to Hell’s gate National Park, which is
Nearby Lake Naivasha. This is the park in Kenya which does not have predators and visitors get chances for guided
walks, cycling and rock climbing which can be arranged at an extra cost or visitor can pay direct upon arrival like
hiring bicycle. Also on this day you can have an optional boat-ride at an extra cost of $20 per person.
Dinner and Overnight at Lake Naivasha Crescent Camp: http://crescentcamp.co.ke/hotelerp/
Meals: Breakfast, Lunch and dinner
Day 5: 25th / 01 / 2020: Lake Naivasha / Masai Mara National Park
Have an early breakfast then depart for Masai Mara to arrive for lunch at the Lodge. Have lunch then relax. Afternoon
game drive at 1530hrs until 1830 hrs in search of Big five and luckily you might see leopards hunting that afternoon
because they are very active during that time.
Dinner and overnight at Ol Moran tented Camp: http://olmorantentedcamp.com/
Meals: Breakfast, Lunch and dinner
Day 6: 26th / 01 / 2020: Full Days to Explore Masai Mara National Reserve
Spent full day game viewing across the rich, tree studded grassland and rolling hills. The famous Mara is renowned
for its great herds of plain game, black manned lions, leopard, and cheetah but also contains numerous elephant and
virtually every type of wildlife to be found in Kenya, lunch is served in the park at the Mara River, the border of
Kenya and Tanzania and the scene for yearly wildebeest migration, after lunch continues with your game drive
covering the park into sections.
At Masai Mara, Balloon safari and Visit to Masai Village are optional activities at an extra cost of $450 per person
(Balloon) and $20 per person (Village).
Dinner and overnight at Ol Moran tented Camp: http://olmorantentedcamp.com/
Meals: Breakfast, Lunch and dinner
Day 7: 27th / 01 / 2020: Masai Mara National Reserve (Cross Border-Isebania) / Serengeti National Park
After early morning breakfast, depart with game drive enroute to the Tanzania border. Here your Kenyan guide will
exchange you to Our Tanzanian Guide and depart with 4x4 land cruiser for Serengeti National Park. Carry packed
lunch with you from the lodge because you will arrive at the park past lunch hour or you may have lunch at the
border. Have a game drive as you enter the park and later drive to the lodge for dinner and overnight stay.
Dinner and Overnight at Serengeti Sopa Lodge https://www.sopalodges.com
Meals: Breakfast, Lunch and dinner
Day 8: 28th / 01 / 2020: Full Day Serengeti National Park
This whole day, have breakfast then depart for a full-day game drive carrying parked lunch with you. Enjoy searching
for wildlife in this vast Savannah land. Picnic lunch will be served at lunch time.
Other days you can decide to do an early morning game drive before breakfast. Thereafter, return to the lodge
for breakfast.
Rest entire afternoon enjoying hotel amenities the depart for an afternoon game drive until 1830hrs.
Dinner and Overnight at Serengeti Sopa Lodge https://www.sopalodges.com
Meals: Breakfast, Lunch and dinner
Day 9:29th / 01 / 2020: Serengeti National Park / Ngorongoro Crater
After breakfast, then have a final game drive with the Serengeti Park. Carry packed lunch with you and depart for
Ngorongoro Crater to arrival late afternoon. Arrive in good time for an afternoon game drive from 1530hrs to 1830hrs.
Dinner and overnight at Ngorongoro Wildlife Lodge
https://www.hotelsandlodges-tanzania.com/properties/en/ngorongoro_index.php
Meals: Breakfast, Lunch and dinner
Day 10: 30th / 01 / 2020: Full Day Ngorongoro Crater
After breakfast, check out of the lodge with packed picnic lunch and depart for a tour of the crater floor, which is
home to numerous plains game and the big five. Spend the day within the crater and have lunch at one of the
famous picnic spots in the park. In the evening you will return to the lodge which is strategically perched on the rim
of the collapsed volcano, with the most magnificent views of the crater floor.
Dinner and overnight at Ngorongoro Wildlife Lodge
https://www.hotelsandlodges-tanzania.com/properties/en/ngorongoro_index.php
Meals: Breakfast, Lunch and dinner
Day 11: 31st / 01 / 2020: Ngorongoro Crater / Lake Manyara
Have breakfast then depart for Lake Manyara with a game drive as you leave the park. Arrive before lunch time.
Check in at the lodge, have lunch, relax around the cozy lodge as you wait for an afternoon game drive.
Afternoon game drive until 1800hrs.
Dinner and Overnight at Lake Manyara wildlife Lodge.
https://www.hotelsandlodges-tanzania.com › properties › manyara_index
Meals: Breakfast, Lunch and dinner
Day 12: 1st / 02 / 2020: Lake Manyara / Amboseli National Park
After breakfast at the lodge, depart with picnic lunch boxes to the Namanga border. Clear customs and immigration
formalities then join our Kenya tour driver and proceed to Amboseli. You will have lunch en route. Once you arrive at
the park, you will enjoy a game drive. Look out for large herds of elephants, lions, leopard, gazelles, wild dogs and
the magnificent view of Mt. Kilimanjaro.
Dinner and overnight at Amboseli Sopa lodge. https://www.sopalodges.com
Meals: Breakfast, Lunch and dinner
Day 13: 2nd / 02 / 2020: Full Day Amboseli National Park
This day you will have a full game drive within the park. Spend this morning game drives after breakfast till lunch
time. Return to the lodge for lunch at 1300hrs Relax by the pool after lunch. Start an afternoon game drive from
1530hrs-1830hrs.
Dinner and overnight at Amboseli Sopa lodge. https://www.sopalodges.com
Meals: Breakfast, Lunch and dinner
Day 14: 3rd / 02 / 2020: Amboseli National Park / Nairobi
After breakfast, leave Amboseli with game enroute to Nairobi. Drop off at your Nairobi or airport to board your
flight back home.
PRICE INCLUDES:
-All applicable park fees
-Services of a an English professional Speaking guide both Kenya and Tanzania
-Accommodation in Comfortable Lodges/tented Camp -Sleeping arrangement
(Single / Double)
-All meals and overnight in full board basis
-Transport in pop up safari min van (Kenya) and 4x4 pop up land cruiser (Tanzania)
-Adequate water for drinking while on safari
-All government taxes
-2 nights’ accommodation In Nairobi
-Courtesy of free excursion for all the nearby attractions on giraffe center, baby elephant and Nairobi National
Park -Courtesy of free airport transfers
PRICE EXCLUDES:
-Tips
-Alcoholic beverages
-Money for personal spending
-Optional activities: 1. Balloon safari
2. Visit to Masai Village)
3. Hells gate Optional activities.
We hope to see you again.
Regards,
Benson.
DE
Email Adriana | 20-35 years of age | Experience level: 2-5 safaris
A huge disappointment.
I will start with the fact that the 2 stars in this review are given to the beautiful Kenyan and Tanzanian nature and our amazing tour guides Brian from '7 Wonders' and Timothy-Simon from 'Twinkle Star' who made up for a large portion of their superiors' countless failures. Poor guides were at the same time also drivers and on top of it had to deal with numerous misunderstandings and failures due to the badly organized schedules and itineraries courtesy of their supervisors.
People like Brian and Simon should be the ones running the companies and not the other way around.
I was a part of a small group that took part in a 15-day Kenya-Tanzania tour, organized by Twinkle Star Tours and Safaris.
Despite of me being an equal part of the group, paying the same price for the tour and ultimately sharing the same disappointment, I would not have written this review and kept my disappointment to myself had I not seen the reply from Benson of Twinkle Star Tours to my husband's review.
Benson's reply just confirms what was said in the previous review about this tour operator's behavior- a total refusal to assume responsibility for anything and twisting of simple facts.
My husband explicitly asked the owner of Twinkle Star- James if the original itinerary will still be preserved despite of the 11 day delay in payment due to PayPal refusing to mediate such a large payment to a private account in Kenya. However, we managed to take care of the situation and once James Oketch confirmed in writing that the original itinerary will be unaffected and preserved we initiated the payment.
We were only briefed about the changes in accommodation *after* we had arrived in Kenya. This was of course very well planned on Twinkle Star's behalf since we were left with very little choice in the given circumstances. What were we to do? Say 'No, thank you.' and pack our bags, buy new airplane tickets for 3 times the early booking price and fly back to Germany?
They knew exactly what they were doing when they only informed us about the changes once we were already in Kenya. A decent company would ask their clients prior to their departure if they would agree to itinerary changes for a lower standard accommodation and if not they would refund them. Unfortunately 'Twinkle Star Tours' is not such a company. Despite of it all my husband still protested on a number of occasions about the changed itineraries and the bad conditions in some of the places we stayed in, about the missed or messed up lunch boxes and etc. The tour guides knew it all and they communicated it to James Oketch and Benson and their Tanzanian counterparts and on some occasions my husband did that too.
Spending our nights in tented camps in the middle of the Savannah would've been perfectly fine for the younger people in our group but we also had an elderly person with us who has several non- negligible health conditions.
Having to shower with cold water due to yet more technical problems, being provided with scarce nutrition choices and being unable to go out of your tent at night because of the wild beasts roaming around was not our elderly companion's idea for a 350USD a night accommodation and it was not what we paid for and agreed on.
As for the so-called safari vehicle. On the official website of 'Twinkle Star Tours and Safaris' it states 'We have invested in top of the range and reliable landcruisers for all our Land Safaris'. James personally confirmed in writing to my husband that their safari vehicles are up to the best modern standards but then again they also advertise 'We select top of the range and luxury hotels and lodges for that extra ordinary service' on their website and then you end up having to either shower cold, shower with filthy buckets by mixing hot and cold water by yourself and either bringing you on the verge of starvation or food poisoning you and your tour guide like it happened in Tanzania.
The above-mentioned antiquated minivan was absolutely not to the task of taking us on time to our destinations or let alone offering us a comfortable ride.
It had no air conditioning in the scorching heat. The air filters of the rusty minivan were situated at such a low level that when the slightest amount of water splashed the vehicle it meant we had to either wait for it to dry up or miss a game drive entirely.
We missed a morning game drive in Maasai Mara because it had rained a little the previous night and our guide was afraid water might get into the air filters, we missed a game drive upon arriving to Amboseli because we had to take alternative roads just so we can avoid water getting into the air filters, the next day we had a hurried 2 hour game drive instead of a full day one because our food menu plan was again messed up/not communicated properly to the lodge and we were again starving during the game drive, we missed another morning game drive because water had gotten into the air filters and the minivan was barely operational. We had long waits to just cross muddy/wet areas because of the badly situated air filters of the old minivan while virtually every other tour vehicle around us was passing through with no difficulties whatsoever.
It was a nightmare...
As for the promised small refund that James kept lying about. It was not simply delayed like Benson is putting it in his comment, it simply never happened.
Dear Benson, a delay means a few days, maybe a couple of weeks in extraordinary circumstances but a delay is certainly not 70 days. A 70-day delay means unfulfillment of commitment.
Every couple of weeks James came up with new excuses and simple lies to delay the promised refund. The latest excuse is the virus crisis and that they are always confined to their homes(not true)and online banking doesn't exist in Kenya(obviously not true as they have that and they have PesaPal)but any slightly intelligent person could easily spot the dishonesty of James and Benson as the refund was promised and arranged for more than 70 days ago when there was no virus crisis in Europe, the US or Africa and when business was going as normal.
Twinkle Star Tours, your behavior is absolutely disgraceful.
In conclusion, I encourage other travelers to visit the breathtaking natural beauty and stunning wildlife variety of East Africa. Just not with 'Twinkle Star Tours' because with them things will only work out if all the right stars align perfectly for you and your group and if something goes wrong along the way, you will be on your own.
Reply from Twinkle Star Tours & Safaris
Posted on May 12, 2020Jambo Adriana & Wess Nanov,
13 DAYS SAFARI: NAIROBI EXCURSION|LAKE NAKURU|LAKE NAIVASHA|MASAI MARA|SERENGETI|NGORONGORO|LAKE MANYARA|AMBOSELI NATIONAL PARK
Thank you for joining Twinkle Star Tours and Safaris safaris on the 13 day Safari In Kenya and Tanzania.
Thank you too for taking time to review us and to express your dissatisfaction with the provided services.
We too are disappointed that your expectations were not met during the entire safari period as you have put it.
Below is the real facts as we have your file. Your Safari was 13 days but not 15 days.
1. OUR WORD IS OUR BOND
Upon confirming the safari, we had a contract with you indicating your safari dates, destination and accommodation. We briefed you about your safari upon arrival, we organised all transfers for you, we booked all the accommodation as agreed on the Contract, we assigned a professional driver and pop up safari minivan as agreed on the contract and even after your safari, we had a meeting with you.
Furthermore, we had all communication with you in time and you had to say this as quoted below;-
"You also don't have to show us any proof, you have been very honest and professional this whole time so we trust your word!. I would like to use the opportunity to thank you again for your professionalism in handling the communication with us and willingness to look for alternative ways in order to make this tour happen!"
2. VEHICLE (POP UP SAFARI MINIVAN & 4x4 LAND CRUISER) KENYA AND TANZANIA
On the contract and also as it was indicated on safaribooking, the safari was based on safari minivan, pop up. Before the start of the safari that morning you said the vehicle is okay. During the entire safari, we did not hear from you any problem regarding the vehicle whereby we could have acted promptly to provide another vehicle. We are very sorry for this experience but it would have been honest of you to mention this fact on the review.
Your transport was based on pop safari minivan in Kenya and 4x4 Land Cruiser in Tanzania.
3. ROAD CONDITION
While we regret this had to happen to you, Kindly note that the road condition on the Parks, the animal tracks inside are not tarmacked, so the roads are bit bumpy and corrugated and the maximum speed is 40km/hr. The driver guide has no other option but to sacrifice so that you experience a lot.
4. GAME DRIVES
From the start to the end of 13 days safari, we did not hear any complain from you regarding skipped game drive, the park fees was paid in full. and if it happened, you could have immediately emailed the office to solve this with the guide. As you had stated 2 review star is for animals and driver guide, we dont expect you say that we we believed you did extensive game drive as it was stated on the safari contract.
5. ACCOMMODATION
First of all, our apologies on this day you had to shower with cold water.
According to the safari contract, you chose to stay: Kenya:-Lake Nakuru Lodge, Lake Naivasha Crescent Camp, Ol Moran Tented Camp and Amboseli Sopa Lodge whereby we did not change any accommodation. In Tanzania, you chose to stay, Serengeti Sopa Lodge, Ngorongoro Wildlife Lodge and Lake Manyara Wildlife Lodge whereby we did not change except Serengeti Sopa Lodge we changed it to Serengeti Heritage Luxury Camp. This happened because you made safari payment late as you had problem in transacting the money thus accommodation got fully booked. Upon arrival, we briefed you about it and you accepted. We did not expect this after an agreement with you.
6. REFUND
After complaining about the bad service at the changed accommodation, we promised to look at the difference and refund you, and we were even looking forward to refund $100 to you. We always promise and we always fulfill and regardless the situation now in the world, we expected you to understand.
-We remained patience the moment you had a problem on transacting your money to confirm the safari, whereby we looked for another alternative to secure the accommodation first until you succeeded to initiate the money, we expected you to understand us during this Corona Virus situation. We believe the long dissatisfaction review is because we delayed to refund the difference as it was agreed on both email and WhatsApp.
-We sincerely regret that your expectations were not adequately met and we shall continue to do our best to keep on providing great service and making memorable safari tours to all visitors in East Africa.
Regards,
Benson.
DE
Email Wess | 35-50 years of age | Experience level: 2-5 safaris
Totally dishonest and unreliable tour operator!
We booked a 15 day, slightly customized Kenya/Tanzania tour with Twinkle Star through safaribookings.com back in January.
Unfortunately our tour experience was pretty much ruined by the very unprofessional manner in which it was conducted and the dishonesty of James Collins Oketch- the person running Twinkle Star Tours.
Prior to booking the tour I exchanged multiple emails with Mr. Oketch in order to make sure that we will actually be getting the exact same deal that was being advertised on safaribookings.com and the the official website of Twinkle Star Tours.
As we had an elderly person in our group with serious spine problems I asked him specifically if the tour was suitable at all for such a person.
He assured me right away that the tour was more than suitable for all ages and that our companion's health problems will not be an issue during the tour. I also asked him if their tour vehicles are indeed as modern and comfortable as they advertise them to be on their website. He confirmed that their has invested in the most modern and comfortable vehicles possible.
I also asked him to confirm in writing that the advertised accommodations will not be changed at the last moment and that they are indeed up to our desired standards. He confirmed it all. I informed him that my companions and I are all vegetarians and that vegetarian menus should be made available to us during our stay. He said it'll be taken care of.
He kept repeating in his emails 'Our word is our bond my brother. Don't worry about anything.'
So far so good... only that it all turned out to be a big fat lie.
The moment we transferred him the money for the tour everything went south.
On the very first day after our arrival we were bluntly informed that one of the best and most expensive accommodations in our tour will be changed without our consent to a sub-standard one. Needless to say I protested immediately and reminded James about his promise and our contractual arrangements. Unfortunately, he and his sidekick Benson simply blamed it all on their Tanzanian partners and insisted that nothing could be done about it.
The car that picked us up for the tour was far from the 'modern, very comfortable safari vehicle' that they claimed to provide their customers with. Instead it was a beat up old minivan that met us in front of our Nairobi hotel.
The thing was in a terrible condition, with no air conditioning and absolutely not road worthy in any normal country around the world let alone be used as a safari vehicle.
The roads, especially in and around Maasai Mara and Amboseli are the closest experience you'll get to actually visiting the moon. It was indeed like a lunar landscape with craters and bumps on every step of the road through which we were speeding most of the time in order to reach our destinations on time.
It doesn't matter how careful our wonderful driver/tour guide Simon tried to drive, avoiding all the massive bumps and holes in that beat up minivan was simply impossible which left us all both emotional unfit to enjoy the safari and often physically bruised.
A funny fact is that most of the other tour companies seemed indeed to have provided proper safari SUV vehicles for their clients just not Twinkle Star.
We were often purposely brought to various tourist trap pit stops where they would try to sell us a tiny wooden keyholder for 25$, served us basic dishes like pizza 'Margherita' for the price one gets in some of the better restaurants in Venice or Paris.
Some of the accommodations we were brought to were very far from the nice, comfortable lodges and luxurious tent camps advertised by Twinkle Star Tours. They often lacked some very basic utilities like hot water and mosquito protection.
The vegetarian food they offered was scarce and badly prepared to say the very least while there was plenty of choice for meat eaters which made us realize we were basically paying all this money for other hotel guests' rich meals while we were often left to almost starve with just a simple vegetable soup, some bread and rice.
Our 25$ a piece take away meals were often either spoiled, filled with meat products instead of what we ordered or simply absent and believe me when I say, you don't want to find yourself starving in the middle of the savanna while driving through a lunar like surface in a beat up old minivan. The tour will NOT be enjoyable.
Often we had to shower with cold water. One time we were provided with greasy, dirty butter buckets from the hotel's kitchen with some hot water in one of the buckets and the second one to mix it with cold water so the temperature would be bearable.
We missed 1 morning game drive in Masai Mara, one afternoon game drive in Amboseli, one morning game drive in Amboseli and had to speed up and return only after a couple of hours during our supposed 'full day game drive' in Amboseli only because Twinkle Star had again not provided the otherwise wonderful lodge with our food requirements.
All of this was promptly communicated to James Oketch. Unfortunately, much to our disappointment, he turned out to be a person either unwilling or simply unable to assume responsibility for his and his company's failures. At first he blamed it all on the government for not improving the roads, the quote 'underdeveloped tanzanians', the accommodations themselves, the weather(which wasn't bad at all btw)and virtually everyone and everything just so the blame and responsibility won't fall on him.
However, after he finally dared blame it all on us, I provided him with many photos of the incidents which are an undeniable proof. I all told him that unless we get at least a humble 100$ pp refund for all of our troubles he can forget about that 5 star review he kept pushing us to give him. So in the beginning of February a refund was finally promised.
To no surprise considering Mr. James Oketch's dishonest and mischievous nature the date for the refund just kept getting pushed forward and forward citing the most ridiculous of reasons or no reason at all while after each and every empty promise we were being swayed into giving him the desired and completely false 5 star review both here and on another popular tour site.
Now finally, after about 2.5 months of waiting and blatant lies he told us to wait this time until May because they had 110 'Covid19' cases in Kenya when we have over 120 000 in Germany.
I asked him, why he hadn't refunded us earlier then, he had more than 70 days to that and back then there was no virus threat and business was still flourishing. No reply.
He just kept making new ridiculous excuses like he would totally refund us right away but all the banks were closed and if they were open he couldn't get out of his house at any time at all and Kenya you need to go directly to the bank and personally order the money transfer regardless of how small the sum is. All of this is obviously a lie. Online banking does exist virtually everywhere nowadays a d he does possess a PesaPal(the African PayPal) account through which he was able to receive our online payment for the tour and he could just as easily send us the small refund at any given time from the comfort of his home.
So bottomline, Twinkle Star Tours and Safaris is totally unreliable.
James Collins Oketch is an extremely dishonest person who will silver tongue you up until the moment you pay up and then you will be left in faith's hands as no responsibility will be assumed by him or his company for absolutely anything that happens to you or your family and friends during the tour.
He will keep lying through his teeth while calling you his 'brother', citing God and the Bible and telling you what an honest and honorable person he is and how his word is his bond.
Well the Bible says it's a mortal sin to lie Mr. Oketch and you 'sir' lie shamelessly and you lie A LOT. You show up hours late for your meetings without even excusing yourself.
You break your word of honor over and over again and you make empty promises.
The 2 stars this company/tour have received are only because of our wonderful driver/tour guide- Timothy Simon, the magnificent animals inhabiting Kenya and Tanzania and the breathtaking beauty of the nature there.
Anyone who wants a physical proof in the form of email/WhatsApp screenshots or photo evidence is more than welcome to contact me at any given time!
Reply from Twinkle Star Tours & Safaris
Posted on Apr 16, 2020Jambo Wess Nanov,
13 DAYS SAFARI: NAIROBI EXCURSION|LAKE NAKURU|LAKE NAIVASHA|MASAI MARA|SERENGETI|NGORONGORO|LAKE MANYARA|AMBOSELI NATIONAL PARK
Thank you for joining Twinkle Star Tours and Safaris safaris on the 13 day Safari In Kenya and Tanzania.
Thank you too for taking time to review us and to express your dissatisfaction with the provided services.
We too are disappointed that your expectations were not met during the entire safari period as you have put it.
Let me address the real facts about your safari below:
1. OUR WORD IS OUR BOND
Upon confirming the safari, we had a contract with you indicating your safari dates, destination and accommodation. We briefed you about your safari upon arrival, we organised all transfers for you, we booked all the accommodation as agreed on the Contract, we assigned a professional driver and pop up safari minivan as agreed on the contract and even after your safari, we had a meeting with you.
Furthermore, we had all communication with you in time and you had to say this as quoted below;-
"You also don't have to show us any proof, you have been very honest and professional this whole time so we trust your word!. I would like to use the opportunity to thank you again for your professionalism in handling the communication with us and willingness to look for alternative ways in order to make this tour happen!"
2. VEHICLE (POP UP SAFARI MINIVAN & 4x4 LAND CRUISER) KENYA AND TANZANIA)
On the contract and also as it was indicated on safaribooking, the safari was based on safari minivan, pop up. Before the start of the safari that morning you said the vehicle is okay. During the entire safari, we did not hear from you any problem regarding the vehicle whereby we could have acted promptly to provide another vehicle. We are very sorry for this experience but it would have been honest of you to mention this fact on the review.
3. ROAD CONDITION
While we regret this had to happen to you, Kindly note that the road condition on the Parks, the animal tracks inside are not tarmacked, so the roads are bit bumpy and corrugated and the maximum speed is 40km/hr. The driver guide has no other option but to sacrifice so that you experience a lot.
4. GAME DRIVES
From the start to the end of 13 days safari, we did not hear any complain from you regarding skipped game drive, the park fees was paid in full. and if it happened, you could have immediately emailed the office to solve this with the guide. As you had stated 2 review star is for animals and driver guide, we dont expect you say that we we believed you did extensive game drive as it was stated on the safari contract.
5. ACCOMMODATION
First of all, our apologies on this day you had to shower with cold water.
According to the safari contract, you chose to stay: Kenya:-Lake Nakuru Lodge, Lake Naivasha Crescent Camp, Ol Moran Tented Camp and Amboseli Sopa Lodge whereby we did not change any accommodation. In Tanzania, you chose to stay, Serengeti Sopa Lodge, Ngorongoro Wildlife Lodge and Lake Manyara Wildlife Lodge whereby we did not change except Serengeti Sopa Lodge we changed it to Serengeti Heritage Luxury Camp. This happened because you made safari payment late as you had problem in transacting the money thus accommodation got fully booked. Upon arrival, we briefed you about it and you accepted. We did not expect this after an agreement with you.
6. REFUND
After complaining about the bad service at the changed accommodation, we promised to look at the difference and refund you, and we were even looking forward to refund $100 to you. We always promise and we always fulfill and regardless the situation now in the world, we expected you to understand.
-We remained patience the moment you had a problem on transacting your money to confirm the safari, whereby we looked for another alternative to secure the accommodation first until you succeeded to initiate the money, we expected you to understand us during this Corona Virus situation. We believe the long dissatisfaction review is because we delayed to refund the difference as it was agreed on both email and WhatsApp.
-We sincerely regret that your expectations were not adequately met and we shall continue to do our best to keep on providing great service and making memorable safari tours to all visitors in East Africa.
Regards,
Benson.
CA
Email Simon | 20-35 years of age | Experience level: first safari
Great value for an amazing tour
Great tour driver, amazing locations, great amenities. We did the 5 days camping tour and the food was good, the camping grounds were amazing and the driver knowledgeable and skilled.
The only critic is on the light fabric of the sleeping bags. Make sure you pack warm clothes for the night in Ngorongoro since the sleeping bag will most likely not be enough.
We also had somewhat of a messy ending since the local team in Tanzania were not aware that our drop off at the Killimanjaro airport was included. It took a phone call and a bit of back and forth to get everything rolling.
In summary I really recommend the trip.
US
Email Hsuehmei Chuang | 50-65 years of age | Experience level: first safari
There are someting you must do in your life,this is the one - Safari in Kenya.
We took a 12 days Safari in August 2018 operated by Twinklestartours, it’s our first time to visit Africa, before we came. We have many questions about Africa such as Hot, dusty , unsecured, no good food ,,,etc, after the tour, it became a amazing journey which you must do in your life.
Kenya ,we’ll be back indeed.
TW
Email Si-Ming Lin | 50-65 years of age | Experience level: first safari
It's the tour which I I'll certainly be back next year.
We did the 12 days Safari tour combined 3 days in Zanzibar Blue bay resort. The animals migratting is amazing, the sceneries are magnificent.
Tour operator offered us accommodations both in Masai Mara National Park or Serengeti National Park, those with good food, good service, good hospitality and good view,.
Our driver Jacob is a tough guy who always drive us to the best positions to view animals, once we even get as close as 10 meters from the Lion's nest.
Our tour agent James are so nice to greet us at NBO airport personally and let us meet his lovely kids and wife. James satisfied all our reguests and did more.
For whom are interested in Twinklestartours Safari, please refer to the Facebook Link below.
https://m.facebook.com/story.php?story_fbid=2010526122303305&id=100000378090675
DK
Email Trine | 20-35 years of age | Experience level: first safari
Fast response both over phone and mail and very friendly, flexible and helpful staff
Communications went smoothly, however the car broke down a couple of times on the way from Nairobi to the Miti Eco Camp, but it got fixed everytime and people were friendly and helpful. The sleeping arrangements and food was also fine and the safari was great - James the driver knew everything about the animals and their habits and he stayed within respectable distance to the animals but still made sure we got so many different kinds to see.
all in all very satisfied and if you want to save a little money on the safari budget you can for sure go with this company.
SK
Email Katarina | 35-50 years of age | Experience level: first safari
Amazing Safari experience
Me, my husband and our daughter enjoyed this safari experience from the beginning. When organizing this trip James was answering my question and requirements on this trip very fast. I was liitle bit worried to travel on such a trip with our 3 years old daughter but suprisingly everything went without any problem. We had great guide and driver in one person Chambuso that knows safari areas very well and took us to right places to see all the animals. Talking about big five, we were lucky to see all of them except rhino, but no regrets because we saw so many orher animals so close to us. We stayed in Lemala Ngorongoro (amazing place- really recommend to visit this place) and Melia lodge in Serengeti, both great experience to stay in. So to summarize this trip in one sentence: great organization, excellent guide Chambuso, amazing places we visited, nice and high quality accomodation we stayed, so many animals we saw and really really good food. Recommend this holiday organized by twinkle star 100%. Thanks ao much to James and Chambuso for amazing experience
Reply from Twinkle Star Tours & Safaris
Posted on May 9, 2022Hello Katarina,
Thank you for choosing Twinkle Star Tours and Safaris Ltd as your Tour Organizer to experience your 4 Days Ngorongoro Crater and Serengeti National Park Safari. We appreciate for your five star review and acknowledging our guide Chambuso for demonstrating great guiding skills during your safari. Thank you for recommending the accommodation (Lemala Ngorongoro and Melia Lodge Serengeti) we chose for you. Hopefully, this shall not be your last Kenya Safari with us. We look forward to hosting you and your family again in the near future.
Asante Sana,
James.
US
Email Marlene | 50-65 years of age | Experience level: first safari
The best
I highly recommend Twinkle Star Tour. We started planning in 2019 for 2020. We had sent our payment in and the pandemic hit. Everything closed. James kept in touch with me and assured my the Safari would take place when I was ready. Our dreams came true this July 16th. They were there to pick us up at the airport and through the entire 10 days. We love Abu our driver. James was very detailed kept making the changes I requested. He came to meet us an say goodbye. Brought gift to my husband and I. It was the most wonderful experience. The resorts were all beautiful and everyone was super attentive to our needs. We couldn’t have asked for more. We will definitely return and bring our family. They were the most honest people you can meet.
We love you James and Abu.
Reply from Twinkle Star Tours & Safaris
Posted on Aug 23, 2021Jambo Marlene,
Thank you for traveling with us on our 10 days private safari in Kenya and Tanzania and taking your time to provide good feedback about your safari experience.
We appreciate the positive feedback of your experience on, the organization and planning of the safari handled by James and your Safari guide Abu who was very knowledgeable, accommodating, and also great at spotting animals in the parks.
Hopefully, this shall not be your last Kenya-Tanzania holiday safari with us. We look forward to hosting you and your friend and family in the near future.
Best Regards
James Oketch