Nkollo Tours & Safaris

Reply from Nkollo Tours & Safaris

Dear Miss Celine Serry,
Thank you for sharing your review about us not only in Safari booking but through all our business platforms. We understand you are frustrated and as tour operators, we face challenges sometimes during our operations and we apologise for that. However, we are sad that you provided a lot of misinformation regarding our operations that downgraded our reputation. We believe that our team efforts will keep us going forward and positive responses appreciated by other clients regarding our service standards. The refund requested after all the services were completed is $1050 which is sincerely unfair since We received your quote request and sent the quote at the cost of $1800($900 per person) through Safari booking, flight rates and other costs went higher but we opted to get the lowest commission instead of charging you more with the same standard of service. For Selous(Nyerere), we have flight agencies working with airlines and only small planes can fly in park airstrips. The park has 2 airstrips. Our guides in Selous arrived at the airstrip at around 6 am ready for the safari. We arranged a transfer from your hotel in Zanzibar to the Airport. After arriving at the airport, it was at that moment we were informed of the 1hr delay and we had no choice but to accept their policies. unfortunately, our beloved clients insisted that we refund you some amount due to the delayed flight. We responded that it was beyond our control that the airline was responsible in case of the compensation and that we could help contact them. The other claim was that their flight changed from Unity Air to Auric Air which you thought was a cheaper flight, which happened that it was $100 higher. You agreed to proceed with the flight but insisted on us refunding.
Day 1, the safari started at around 9 am, the game drive went on until 4 pm and get ready for the night game drive at 6 pm. You didn’t like the dinner from the lodge so we had to prepare an extra meal for them.
Day 2, We planned to start at 7 am however upon getting permits at the main gate, all tour operators were told to wait by authority officials due to network issues and finally, we began at 9 am after getting the permits. We extended the day until evening and had a boat sunset safari. Luckily we have beautiful pictures of all the activities. We are saddened that our beloved clients claimed not to see animals close while we had pictures during their safari. The roads are not in good condition if you drive at high speed eventually it will break down in the middle of the park, The speed limit maximum is 50km/hr. We informed you on how to handle personal stuff with care due to the bumpy roads. Our terms and conditions are also clear that personal items at hand should be handled with care due to road conditions. Furthermore, we advise our clients to have travel insurance in case of damage or loss associated with the safari. Her phone fell off her hands and the screen went broken. Later on, our clients also claimed the camera wasn’t well and had back problems due to the speed. After the sunset boat drive, you asked for liquors and it was okay with us and it wasn't part of any negotiation or compromise. You eventually insisted we should pay for the phone screen, camera and medications.
Day 3, There was a miscommunication since only our guides and staff are allowed to brief clients in case of any changes but unfortunately, we failed to understand how the hotel staff gave you information that pick up time was 8 am instead of 7 am. The guides were there at 7 am but you were disappointed and didn’t want to proceed with bushman walking safari despite having enough time for that. Due to this, we made some $100 refunds only to find that our beloved clients wanted $1050 more as a refund (out of $1800 received)just after we accomplished the safari. More claims came including the pool damage at the lodge that we are answerable and we should also pay a 20% refund for that. We kept explaining that it wasn’t our fault that we didn't get quick updates about facilities from the lodges we should talk to the management but you gave us 14 days to pay them $1050 otherwise you would take things legally. We agreed with you that you follow the laws and talk to your lawyer regarding this. A month later, you sent another email insisting on paying the same amount and we replied to you with an official email that it wasn't our full fault and explained in deep. We are truly hurt after we received a bad review on our safari booking, google and here as well. We sincerely don’t deserve such feedback.
Furthermore, we value and welcome feedback from our clients, we have thoroughly reviewed the complaints raised in the review and found several discrepancies and inaccuracies:
Flight Rescheduling: The review claims that the flight was rescheduled without notice, leading to missed safari time. However, as per our records and communication with the airline, all flight changes were beyond our control, and clients were promptly informed of these changes. Furthermore, as part of our standard procedure, alternative arrangements were made to ensure that the clients' safari experience was not adversely affected, including offering compensation for any inconveniences.

Safari Experience: The review mentions that the safari was conducted at high speeds, causing discomfort and damage to personal property. Our drivers are trained to adhere to park regulations and maintain speeds that ensure both safety and optimal wildlife viewing experiences. After reviewing GPS logs and consulting with our park rangers and officers, we found no evidence of unsafe driving speeds or practices. Additionally, we have never received any direct complaints about damaged property or personal injuries from any other clients using the same guides.

Communication Issues: The review suggests a lack of communication regarding schedule changes. Our company prides itself on clear and timely communication with our clients. We have documented evidence of all communications sent to the guests, including updates about itinerary changes, which were acknowledged by them.

Pool Availability: The review mentions that the lodge’s pool was out of service. Unfortunately, maintenance issues can arise unexpectedly, and we strive to inform our guests as soon as we are aware of any such occurrences.

Compensation Offered: The guests were compensated for any perceived inconveniences, including receiving a $100 refund and additional amenities during their stay. We regret that they still felt dissatisfied, but we believe these gestures demonstrate our commitment to addressing concerns and ensuring client satisfaction.

Please be assured that we are taking your feedback seriously and will use it to improve our services. We are dedicated to providing exceptional safari experiences, and we work tirelessly to meet and exceed our clients' expectations. While we understand that unforeseen challenges may arise, we believe this review does not fairly represent the quality of our services or the experiences we provide. We appreciate your patience and understanding, and we hope to have the opportunity to serve you better in the future.

Should you have any further concerns or wish to discuss this matter, please do not hesitate to contact us directly.

Thank you for choosing Nkollo Tours.