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The Mzansi Experience
- Office In:
- Size:
- 10-20 employees (Founded in 2016)
- Member Of:
- SATSA & SAYTC
- Tour Types:
- Small & medium group tours (Mid-range)
- Destinations:
- Price Range:
- $135 to $600 per person per day (USD, excl. int'l flights)
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If preferred, you can contact the operator directly
Reviews
NZ
Email Pen | 50-65 years of age | Experience level: 2-5 safaris
NOT in the Okavango Delta, NOT really a safari - read the fine print carefully!
Be Warned: We were so excited to book our Luxury Okavango Safari. The blurb said that the luxury tented safari lodge is located on the banks of the Boteti River which has its origins in the heart of the Okavango Delta. What didn't it say? that the Lodge was 3 hours drive from the Delta on the other side of Maun, in the middle of farmland next to a muddy fried up river. We felt pretty stupid to have been conned, but the only other couple at the lodge when we arrived said that they had been taken in too and another guest had chosen to leave early for the same reason. The misleading advertising felt very deliberate. For a luxury experience, other things seemed off too. There was no cooling system or fridge in the tents (this was a problem as my partner had meds that needed to be kept cool). Drinking water had to be purchased by the bottle. The swimming pool was green with algae when we arrived - the staff did empty, clean a refill it but it was not available for the first two day of the stay. If after reading this you are still keen to go (or you've already paid and can't get your money back), what can you look forward too? The small staff was very friendly. The guides were extremely knowledgeable. Our main guide went above and beyond to ensure we saw lions in Moremi even though he must have put in a 13+ hour day with all the driving to and from the park. The chef was excellent. We were asked about preferred foods and eating times (the lodge was extremely quiet when we were there so she tailored things to our exact wishes). The mokoro and walking safari, and Moremi game drive were wonderful (just wish we hadn't wasted hours getting to them). However, as some other reviews have said, it seemed like the foreign owners didn't really care about the lodge, the staff or the visitor experience that they were offering. I would recommend avoiding, and finding somewhere actually in the Delta to stay. If you can't afford that, just stay in Maun and do daytrips.
Reply from The Mzansi Experience
Posted on May 13, 2024Hi Penelope,
Firstly - apologies for my delayed response. I was busy doing site inspections and quality checks at our lodges in South Africa the past few weeks.
I assume you were the guest travelling with Monica, who made the booking for you both.
Your review has come as quite a shock to us, as it paints an extremely damaging picture.
You state the swimming pool being green AND the staff replacing the water as a corrective measure, meaning that something was done about it.
Bottled water was stated in the quote and itinerary exclusions - so that was clear even before you travelled. Clean drinking water is provided in the rooms at no cost - you omitted to mention that.
Speculating and speaking about "the other couple" will not be considered. They did not report anything from their side, and we received a good review left in the reception book from them.
We have gone through all communication with Monica regarding this booking, and have noticed (despite having these questions on our client details form) neither of the guests reported any medical conditions or special facilities for medicine. We have noted the request for the sleep apnea machine, where a plug point was present.
During the quoting process, we attached a comprehensive itinerary overview, as we only have limited characters available on SafariBookings for our descriptions. Indicative travel times were stated in there.
The dry river you are referring to is unfortunately due to a very severe drought in Botswana currently, and not within our control. I was at the tented camp a month before and there was still a good level of water. It is also extremely difficult to know when good water would come in, as it depends on rains coming from Angola (far north) and can happen at any time. Thia refers to our Force Majeure in our Terms and Conditions regarding weather conditions including droughts.
Also - even if not a drought in other years, December is normally when the water levels are at its lowest. And the weather is at its hottest (peak summer). This is something you should have known from basic research on this area.
I strongly contest the notion that advertising was deliberately misleading. We have been priding ourselves on honest business for many years, and would never state false information to a guest. By law, we are not allowed to sell products containing incorrect information, which is meticulously checked by the owners of the camp we use as our base, before publishing online. The word "conned" is highly defamatory and not taken lightly.
I am appreciative of the fact that your experience regarding the activities and catering was excellent. The team aima to deliver this high level of service whether the camp is empty or not.
Should you have reached out to us within 24 hours (as per our complaints section on our Terms and Conditions) while on tour, we would have had the opportunity to assist in improving on certain areas you have mentioned in your review. However - hearing about it only 4 months later leaves us disappointed that we never had the opportunity to do so.
I implore you to reconsider such damaging reviews in future, as it affects the livelihoods of the people we employ by stating facts which are not correct.
Wishing you all the best,
Leon Steyn
Managing Director - Mzansi Experience
PL
Email Monika Kowalik | 50-65 years of age | Experience level: over 5 safaris
Could be better...
The contact during the booking was OK - they were quick and detailed in their responses. We exchanged many emails, but none of them mentioned that the Boteti River has been completely dry for several years. However, about two weeks before our arrival (when everything was confirmed and fully paid) we received an email informing us about the change of plan due to drought. The Boteti River does not exist, the Okavango Delta in the part we visited is completely dry!!! If we had been informed about the lack of water in the Delta, we would not have come and spent such a huge amount of money! It was supposed to be an experience of a lifetime, but it was a huge disappointment :(
Reply from The Mzansi Experience
Posted on Nov 15, 2024Hi Monika,
Thank you for taking the time to write this review.
I do apologise for the oversight for my bookings agent who was supposed to attach the letter as published at that time with your initial enquiry.
As with any avid traveller, I am sure you have done research about these areas you wanted to visit before enquiring. There are plenty of updates for many months now regarding the situation in southern Africa (including Namibia which you also visited).
When receiving our updated report on the water situation on 27 Sept 2024 (your arrival date being 11 Oct 2024), you replied to our email with no objection or sign of unhappiness from your side. Your answer on our email was friendly and understanding.
Importantly, in your email reply there was an acknowledgement that you have "heard" about the drought in Botswana and Namibia - so you were aware of the drought situation already.
You had the right to object or even ask to cancel, and we would have understood and respond accordingly. Since your response was friendly and acknowledging that you already knew about it, we took it that all was in order.
I want to rectify that there was not a total change of plan to your itinerary, it only affected the first day with an alternative activity in place other than a complimentary mokoro ride on the river in front of the camp (of course not possible without any water in the river during your visit). The rest of your program remained the same.
I want to rectify your statement that the Boteti River has been dry for "several years". The Boteti River has not run dry for "several years" - where our camp is located. It starting running very low from Jan 2024 with the last water drying up in March 2024. That is 8 months now, not years.
I want to rectify that you did indeed go on a Mokoro safari on the Okavango Delta (from where it departs normally for the full day activity) during your visit. So the Delta is not completely dry where you visited, otherwise that would not have been possible to do a mokoro safari.
I do therefore feel many of the things stated in your review are not factually correct.
It is sad to read that it was such a disappointment to you, and we sincerely hope there was some pleasant experiences along the way.
AE
Email Vivek | 50-65 years of age | Experience level: first safari
Budget Accommodation
Booked for a 3 night stay. The Lodge was comfortable but the room I was assigned was very jaded and dark with strange lighting and fixtures. The food was decent though the menu could have been altered more frequently. Staff efficient and pleasant. Its the old room that was an annoyance and seriously needs an upgrade. The photos on the tour operator's site does not give a true picture. Otherwise the tours were decent though the tour to the sights within the park was underwhelming and this can be substituted for something else.
PT
Email Nicholas Joseph DAnna | 65+ years of age | Experience level: 2-5 safaris
Nice Accommodation, Poor Safari
Most of the value of this 2-night package, which is higher than most, is in the accommodations, a fairly luxury fixed tent on a platform with private toilet and shower, at a nice lodge with a pretty good breakfast and dinner included.
The mokoro ride my first afternoon on the river next to the lodge was actually better than the more-hyped full-day "safari" mokoro ride on the delta the next day. There were plenty of birds, some hippos close by, and a beautiful sunset at the end.
The "safari" mokoro ride on the delta the next day first required a long, bumpy ride to get to the launch site. The actual mokoro ride through thick reeds was just okay. Not as many birds and the hippos only briefly appeared a long way off and quickly disappeared. The mokoro then landed at some remote spot and my guide took me on a long "Bushwalk" that was basically pointless. For the entire two hours we walked there was no wildlife other than a few random birds. The only thing that made it remotely interesting were some animal skeleton parts that looked like they'd been there for decades. My guide wanted to walk me a long way off to another area where the animals "might be", but I declined as my mobility was not up to an even longer hike.
Even if there had been animals, I question if making such a trek on foot a long way from any help with an unarmed guide was even a good idea (we did see some lion tracks).
The only thing that salvaged the day was that on the long, bumpy vehicle ride back we came across a herd of elephants.
The other safari option in this package was a Full Day Game Drive, but I learned from other guests that while there was a decent amount of wildlife, the drive to get to them was even longer, bumpier and more taxing than the one I took.
Three positives were my mokoro guides Kaiser and Carrie and my driver David. They were all very amiable fellows.
Reply from The Mzansi Experience
Posted on Jul 14, 2023Hi Nicholas,
We value your feedback and are thrilled to hear that you enjoyed the luxury tented rooms and lodge. As with any safari tour, there is some travel involved before arriving at your destination. We clearly disclose the Camp’s location in our initial email correspondence and uphold a high level of transparency with our travellers – answering any questions that they may have after a bit of research is done. We kindly request you to consider that the abundance of wildlife during a mokoro safari or bushwalk is beyond our control. Please bear in mind that you are venturing into their natural habitat where they roam freely. Our experienced guides carefully select island stops within the Okavango Delta, aiming to maximize the chances of encountering animals while prioritizing the safety of our travellers.
We did initially provide you with a comprehensive package, offering more opportunities for animal sightings, and later honoured your request to change to a much smaller package to accommodate your limited budget. We regret to learn that you faced mobility challenges during your experience. However, it is important to note that we were not made aware of any mobility issues on your part. Had this information been disclosed to us, we would have been able to make appropriate accommodations and suggest alternative activities that require less physical movement. Transparency about such matters is crucial for us to provide the best possible service.
Warm regards,
Mzansi Experience Management
US
Email Kelsey Harris | 20-35 years of age | Experience level: first safari
Overall I enjoyed my safari, however, I probably wouldn't book this particular tour again.
This safari package is more budget-friendly than other options, so please keep that in mind as you read about my experience. The lodge was supposed to have WiFi, but the WiFi was broken or there were WiFi issues during my the entire stay. So no WiFi for 5 days, despite it being promised which was a huge disappointment and very inconvenient. The food at the lodge was mediocre at best, with several menu options being unavailable for the entirety of my 5-day stay which was another bummer. I also had issues with hot water in my room, and I really didn't have a decent hot shower (with consistent hot water) for my entire stay, despite talking with the staff there and claiming to have addressed the problem; even when I did have hot water, the water temperature was extremely inconsistent, and the water would go from scalding, burning hot to freezing cold. Again, this safari package was reasonably priced for the excursions included, so I didn't go into my experience expecting luxury. However, the issues mentioned above did have a negative impact overall on my view of the lodge itself. The safari itself was extremely memorable and mostly wonderful, full of memories I'll cherish for a lifetime!
Reply from The Mzansi Experience
Posted on Oct 18, 2022Hi Kelsey,
Thank you for the review. I am glad to read that you had a great time on safari and have great memories of your time spent with us.
I am really sorry to hear about your disappointing experience with some components of your tour. However, I wish you let us know about this right away to address. I understand that you spoke to the lodge staff, but in our Terms and Conditions it does say that you must reported it to us within 24 hours if not fixed, so that we can address the problems and get a solution right away. Sadly, we never got any messages, email or call from you during you stay - we certainly wish we had the opportunity to address these problems as they happened.
I trust that your overall experience was pleasant, and if you ever return to South Africa then please let me know so I can arrange something special for you.
Kind regards,
Leon Steyn
Mzansi Experience
Email Cookie Naidoo | 50-65 years of age | Experience level: over 5 safaris
No customer relationship
As usual, I was extremely busy prior to my travel so did not have the time to check what the requirements were for entering Botswana. The tour operator should have had the foresight to inform me of the requirements. We are fully vaccinated but did not realize that we had to print or produce our vaccination certificate at the airport. We had to pay R2000 to get our PCR tests done prior to travel. This added expense could have been avoided had the tour operator taken the time to inform us of this.
Reply from The Mzansi Experience
Posted on Oct 13, 2022Hi Cookie,
Thank you for taking the time for the review.
On the itinerary provided during the quoting process and in our Terms and Conditions it clearly states that Visa and Entry Requirements is the responsibility of the guest. We deal with guests all over the world and the requirements for visas or entry differ greatly. Therefore, while I understand your dismay at the situation - we were very clear in our documentation and Terms that it is your responsibility.
Please refer to section 6 on this link: https://www.mzansi.travel/terms-and-conditions/
SafariBookings also clearly states that all bookings are bound to our Terms, and a link is provided to the same page as above.
It is unfortunate that this negatively affected your experience. We can however not be held responsible for your oversight in this regard.
Kind regards,
Leon Steyn
Managing Director - Mzansi Experience
CA
Email Cherine Aouni | 35-50 years of age | Experience level: 2-5 safaris
Good service
The service provided was very satisfying via emails - I always had good answers and replies and on time
But I was disappointed at the hotel as I was reassured the room was comfortable with a queen bed : I got a family bedroom with poor sanitary conditions as it was very dirty hotel and the pool was disgusting
The agency service was good
Thanks
Reply from The Mzansi Experience
Posted on Oct 6, 2022Hi Cherine,
Thank you for taking the time to write a review on SafariBookings.com
I am honestly disappointed in reading this negative review with strong statements such as poor sanitary conditions and a disgusting pool. We take great pride in excellent review and great guest experience and find your review surprising. Our rooms are cleaned properly to required hospitality standard and are regularly quality checked.
We wish you would have reported your concerns to us - or even at the reception desk - instead of having such a negative experience and not speaking up will being at our lodge. We take complaints very seriously and would have immediately investigated your complaints to rectify the problem, as we want all our guest to have the best possible experience.
I am aware that you repeatedly emailed regarding your room and preferred bed type even before you arrived. We are not posing as anything else as a value-for-money package based at a 3-star accredited lodge whom we have worked with for many years. Most reviews are overwhelmingly positive, but we cannot always be perfect. However - poor sanitary conditions and disgusting pool are extremely strong statements to make, which can damage our reputation unnecessarily. I would like to engage with you on this further for a detailed brief on exactly was so bad about the room and the pool.
Warm regards,
Leon Steyn
Managing Director - Mzansi Experience
US
Email Trevor | 35-50 years of age | Experience level: 2-5 safaris
Good value safari
The Kruger Safari with Panorama Drive was an enjoyable experience. The lodge was nice, and the cost of the trip was a good value for the experience.
Email Ross James Wilson | 65+ years of age | Experience level: over 5 safaris
Botswana is excellent for wildlife
We visited Botswana in the middle of a severe drought so this significantly affected some parts of our experience. However, we very much enjoyed our short trip to northern Botswana. The Moerimi wildlife reserve is a fantastic place to see a huge range of African animals up close. We saw lions, leopards (with cub), elephants, cape buffalo, giraffe, zebra, jackals, wildebeest, impala and much more. Our trip to the Okavango delta was impacted by the drought but still a wonderful experience.
Email Thomas | 65+ years of age | Experience level: over 5 safaris
Everything stated about the tour went as planned
The accommodation,safaris were excellent as well as food drinks and service. The staff were very attentive and looked after us very well. The only drawback was the small bus transfers to and from Johannesburg taking 6 hours with barely 1 only 5 minute stop along the way during a refuel stop. The bus was full and provided minimal leg room for large people.