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
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.
DK
Email Jesper | 20-35 years of age | Experience level: first safari
Super friendly staff and service minded. Very good safari experience
Staff was service minded and even picked us up in the airport a few days before the safari started. Safari was very good and we saw all the animals. Safari driver was very good at explaining about the animals, however he had a couple of technical issues with the car, which resulted in delays. Overall recommendable.
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.
CA
Email Jody | 50-65 years of age | Experience level: first safari
Private 16 day Best of Kenya and Tanzania reduced to 15 day for airline covid schedule
Our Tour was a private 16 day Best of Kenya and Tanzania that was modified 2-3 weeks before departure due to Flight being cancelled due to airline Covid schedules.
Twinkle modified itinerary and removed Lake Victoria from safari.
We visited Samburu, Ol Pejeta Conservancy, Lake Nakuru, Masai Mara, Serengeti National Park, Ngorongoro Crater, Lake Manyara, Amboseli National Park.
What Twinkle Star Tours doesn't mention anywhere on there site is that they sub contract Tanzania portion of tour out to a Tanzania company. I would suggest if travelling both countries to do more research. Lucky for us Tanzanian guide from 7 Wonders was Excellent.
We went from Sept 8 to Sept 22 2020, we had booked last year and were uncertain with all the Covid travel bans, Kenya opened up August 1 to international travel and they have done a great job with all the covid protocols.
The driver wore a mask all the time, all the lodges had masks, sanitizer, hand washing stations and plated service.
The Safari itself was really good, lots of wildlife, the lodges were all excellent, the food even with a condensed covid menu was all really good.
I would modify itinerary and remove Lake Nakuru and spend that day in the Mara or Ol Pejeta , the Sweetwater tented camp is amazing there.
I would skip Lake Manyara its flooded and about 4-5 m higher than normal and add a day to the Serengeti due to its sheer size .
The Safari would have been a 4-5 star rating except for some things that detracted from everything that was great overall.
The driver/guide Willie took us to a convenient Masai village near the gate , I think there are better examples of a Masai Village available.
The driver/guide Willie was inconsistent in his driving ability, sometimes too slow on highway and too fast in the park, he also seemed to use same path twice in some parks and struggled with time management. Willie was very friendly and chatty and always pointed out all flora and fauna and birds and all species of animals we passed.
James the Owner/Manager of Twinkle Star promised us a $ 350 refund for dropping Lake Victoria off the Safari which was very nice due to the last minute changes beyond both our control.
Unfortunately he didn't deliver on that promise and gave a bunch of excuses before finally giving us a third of what was promised.
He doesn't understand the way to be successful in a service industry is to Never Over Promise and Under Deliver... Always Always Under Promise and Over Deliver and you will have Happy Customers.
Date of experience: September 2020
Reply from Twinkle Star Tours & Safaris
Posted on Sep 29, 2020Jambo Jody Banton,
Thank you for rating your 15 Days Kenya and Tanzania Combined Safari Experience.
We appreciate for recommending our experience during your great safari
In Tanzania, we have our corporate agency who we work together and they deliver excellent service and you witnessed that. As per the relationship between the two countries, any clients coming from either side are dropped at the border to be picked by another guide.
Willie is our guide and best of our guide as well. Our guides are trained very well to go with a good medium speed of 80km/hr-90km/hr in the public roads while carrying our clients and in the park, it's recommended to go at a speed of 40km/hr due to animals without driving off-road. This is to avoid accidents on the public roads and inside the park. Driving too fast in the park is unacceptable and we have taken note of this and we will rectify it with our guide.
On the refund, we were to refund you a difference of USD 350. Unfortunately, the accommodation we had booked at Serengeti National Park(Serengeti Sopa Lodge/Serengeti Wilderness Camp), was not yet opened, and to avoid inconveniences, we booked and upgraded you to Serengeti Serena Safari Lodge. After all our sacrifices, we refunded you USD 100.
Otherwise, we believe we offered you Great Safari despite the Covid19 challenge and we really apologize for any inconvenience caused.
Regards,
James.
IT
Email Marzia M. | 20-35 years of age | Experience level: first safari
welcome to the jungle
The safari itself has been fantastic. Good food, good driver/guide (Emmanuel), accomodation in tent as expected. We passed a very good time with the animals and the wild saving a lot of money. We only have had 2 misunderstanding with the hotel for the 1 night accomodation and for the way back to the airport, so we suggest to be preparated and maybe to organize yourself to save money and to avoid surprises. We suggest Twinkle star tour for your tanzanian trip.
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.
MX
Email yuvie | 50-65 years of age | Experience level: first safari
Be Careful, are they incompetent? or Scammers?
Incompetence? Or FRAUD?
I booked an 8-day, late December safari with James of Twinkle Star and made my 40% deposit, with the balance due 7 days before the tour starts.
On Sep 27th, James confirmed the itinerary and receipt of my deposit.
Just two days later, he emailed me asking for the balance. Since that was not what we agreed on, I declined.
Over the next two weeks I received several more requests by email, by text and by phone for immediate full payment more than 3 months early. I obviously lost all confidence in James and Twinkle Star and canceled my trip with them.
According to their terms and conditions, they promise a full refund if cancelled more than 60 days in advance. Although I canceled well before this, James is not honoring his refund saying how he wants to refund my money, but “We just don’t have the money”
I don’t know if Twinkle Star are scammers or just plain incompetent.
Reply from Twinkle Star Tours & Safaris
Posted on Nov 20, 2024Reply from Twinkle Star Tours & Safaris
Posted on Nov 20, 2024
Subject: Clarification Regarding Client Yuval's Safari Trip.
Hello Yuval:
Thank you for reaching out again for clarification on this matter.
The issue was raised by our client, Mr. Yuval, who mistakenly referred to us as fraudsters and incompetent.
Mr. Yuval confirmed his safari with us, scheduled for late December 2024. He paid the usual 40% deposit required for reserving all accommodations in advance, which is standard policy to avoid any inconveniences during the safari.
We have retained all the payment slips from the hotels as proof that the advance payment was used appropriately and not for anything unrelated to his safari.
At one point, we discussed with Mr. Yuval the option of topping up his balance to lessen the remaining 60% due 14 days before the safari. Unfortunately, he responded only with an email stating he had cancelled the safari with us.
Sometimes, in the interest of keeping the company afloat, it is necessary to request such additional payments in good faith.
We regret having to ask Mr. Yuval for this, and we subsequently apologize. We encouraged him to reconsider the safari, which had already been paid for, reserved, and booked.
As a result, Mr Yuval published a defamatory review across ALL our platforms. We addressed the issue on all platforms, including Safari Bookings, and Trip-advisor and managed to reach an amicable resolution.
We have agreed with Mr. Yuval to issue a partial refund around this mid-month, with the remainder to be paid towards the end of the year, however before the date of his safari if it were to happened.
This is an agreement he has accepted, and we are making an effort to ensure we maintain our promise.
We are dedicated to fulfilling our commitments to Mr. Yuval without any issues.
We have his bank details and will start processing the first partial refund this-November, as per our agreement with him and agreed with him NOT to go against this and to continue publishing the same already overtaken event to any other platforms he has reported this issue to.
I hope this clarification meets your understanding and cooperation as we strive to ensure we do not fail Mr. Yuval.
Kind regards,
James Collins Oketch.
We are fully committed to ensuring that we provide a refund to our brother Yuval.
We have been working on securing a replacement for the hotels for which we have already paid; however, we have not been successful so far.
We have concluded that if a solution does not materialize soon, we will find alternative means to secure the funds for this refund before the date of his Safari coming next month 21st December 2024 to be precise.
We have not mishandled Yuval's money in any way.
His funds remain with the hotels.
Kindly bear with us, we are working around the clock to make sure you DON'T lose your money.
We have made a commitment even before the Safari bookings on the same.
Yours Faithfully,
Your Tour Consultant,
James Collins Oketch.
BR
Email Deborah | 35-50 years of age | Experience level: first safari
Amazing nature, inappropriate driver
The safari was satisfactory, as was the hotel, the food and the car.
However, a few days after the trip ended, I received messages from the driver (Branson) asking if I was ok, saying that he could not sleep and asking if I had saw the “African cork”.
For context, I travelled alone. Maybe this person thought I was available for harassment because of that.
That is inadmissible.
(images removed for privacy reasons)
Reply from Twinkle Star Tours & Safaris
Posted on Sep 19, 2024Hello Deborah,
When the Trip has ended, We have no control over a Hired and unpensable Guide.! As such, we contract them, and once the Contract is over, we have no control over them.
This happens everywhere in the world.
Reason.!
Almost in the whole world.!
Guides are not pensionable and therefore we hire them since at times we get overwhelmed.!
1): We advise all our Clients not to change their numbers with the Guides, and for such to happen, You CANNOT come back and hold Twinkle Star Tours and Safaris Ltd as a company responsible for such indecency words, and getting your way to publishing this as review.
All our Clients and their reviews are flowing, which means, all the attachments are centrally controlled from the office, and we are fully and wholeheartedly responsible.
We communicate with the Client upon their arrival time, a meet one-on-one happens, at times by Myself, if you may ask others, and an introduction is always done on the details of your program and what you could expect along the way before and after.
This is an area we always take very seriously, and we do it perfectly since we are aware of the consequences and the repercussions. It's an area we have extremely excelled in very well.
To prove this, some of our Clients, could even confirm from our Sister representative company from and in New York City (USA) and get ASSISTED there and then.
Why didn't you communicate this during the Safari, if it was an ongoing harassment as you put it, and always contact us with minimal proof that this was happening during the Safari, and yet went further to praise how the Safari was great, the Hotel even to the extent that the driver was as well super great.
What's the change of heart to publish such derogatory language?
To our best understanding, you were out for something, and if NOT, we then apologize for a mission which never accomplished.
I will urge both our platforms to think otherwise and PULL down this exchange spree because Twinkle Star Tours and Safaris Ltd cannot be held responsible for whatever happened after the Safari ended and you continue exchanging words with the Guide on a hired Contract of your Safari.
You don't have to share your Number with the Guides and only if you have been directed by the office for a specific reason.
This is NOT a Twinkle Star review, and we take it, and kindly pull it down.
We have taken also the following steps in good faith.!
-When I checked the company's main Email mid-last night and saw that review.!
-That was the End of this Guide with us).
-We have held a meeting in the office with all our other few Guides, who are permanently with us), with the view to bringing sanitary and hygiene in our Company.
We have apologized loud and clear, and we hope this humble response will meet your maximum consideration and cooperation.
We promise even to improve on matters that are related to what has happened, and to deal with them perpendicularly.
Otherwise.! forgive us for once, we no longer have him.
Decency and respect are something we cherish with our customers and as the Twinkle Star family. Kindly, forgive him (US), and Don't proceed to put us out on the internet for the sake of the sensitivity of our business and the whole Twinkle Star Family.
He has refuted the claim, however though, that the internet never lies, and so neither You.
We have shown him all the communications, and he feels so wasted and for such, we have relieved him from his duties with immediate effect.
This has come as a warning sort to all our Guides, whom we have called for a meeting, and we must get the solution.
Otherwise, I hope this humble request will meet your maximum forgiveness.
Thanks for your time.!
Good Evening and be blessed.!
Your Tour Consultant.
James.