African Big Cats Safaris

Reply from African Big Cats Safaris

Dear Lynzie, Thank you very much for your review, and i am very sorry to hear that the trip wasn't to your satisfaction.

I want to take a moment to address some concerns and provide clarity regarding your recent safari experience with us. It's essential for us to ensure your understanding and satisfaction.

First and foremost, regarding the issue of a participant who couldn't join the trip at the last moment, I understand how frustrating this can be, especially when plans and expenses are already in place. Originally, the safari was booked for seven people, but just two days before your arrival, we received notification that one person had to cancel. According to our policy, cancellations made within 15 days of travel would result in a 100% loss of the trip cost. However, recognising that this situation was beyond your control, we decided to deviate from our policy and charged only 50% of the cost. This decision still resulted in a loss for us, but we wanted to accommodate your circumstances as best as we could. We genuinely wish we could have offered a full refund, but unfortunately, we couldn't pursue this option due to the policies of the accommodations involved. Please know that we tried our best to assist you in this matter.

Concerning the accommodations themselves, we want to clarify that we never altered the options we initially quoted. When the trip was booked in January, it was based on a pre-made tour that Crystal, the person who booked on behalf of your group, selected from our website. While we do provide the flexibility to change accommodations, Crystal opted to stick with the original itinerary. Upon confirmation, we sent a comprehensive itinerary, which included the accommodations she had chosen. However, in the low season (April), our website underwent renovations, which involved changes to some itineraries and accommodations. One of the affected itineraries was the one Crystal had selected. The accommodation in Zanzibar was changed from Amaan Bungalows to Nungwi Dreams. We were unaware that Crystal was using the website itinerary as a reference for your entire group instead of the final itinerary sent to her via email. This miscommunication led to the belief that you were to overnight at Nungwi Dreams instead of Amaan Bungalows, as per your original quote.

Lastly, regarding the duration of the safari days, it's important to understand that the length of the safari significantly influences the quality of the game drive. Your arrival flight on the first day was scheduled to arrive in the afternoon, making it impossible to arrange any game drive on that day. Furthermore, your subsequent flight directly to Zanzibar meant that you could only accommodate a half-day game drive at Manyara on the last day. Given the limited number of days your group had, extending the safari was not feasible. Please note that the duration of the safari directly impacts the quality of the experience, as more extended periods allow for better exploration of the parks and more private game drives, as our guides have the opportunity to venture beyond the standard routes.

I sincerely hope that this clarifies the concerns you had about your recent safari experience. We greatly appreciate your feedback, and I apologise that the trip did not meet your expectations. Our commitment is to continually improve and ensure the best possible experience for our valued clients.