The Matoke Tours Team
Matoke Tours
- Located In:
-
Netherlands
- Size:
- 20-50 employees (Founded in 2002)
- Member Of:
- ATTA, AUTO, SGR, UTB & UCF
- Tour Types:
- Custom mid-range & luxury tours that can start every day
- Destinations:
- Price Range:
- $300 to $750 per person per day (USD, excl. int'l flights)
Reviews
NZ
Email Jason Turner | 35-50 years of age | Experience level: 2-5 safaris
Disappointed with tour organization and transportation issues
My partner and I did a 4 day Gorilla Tour in Uganda and while I would like to say the tour was great, I just can't it was filled with disappointment from Matoke Tours..
Our driver David was a good driver, and drove sensibly throughout the very long drive. However my partner and I didn't really know what was going on. David's communication with us and the other 4 tour guests that traveled with us was a bitter disappointment. He failed to give us any detailed itinerary of the day.... Yes he was only the driver but when you pay a lot of money for a trip of a lifetime I do expect some professionalism with all staff from reputable tour company.
It gets worse though.
We asked our driver to drop us off at Entebbe Airport along with another guest (so 3 of us travelling to airport) instead of going to Kampala and then going to Entebbe which can add another 1.5 hours to 2hours. The driver said he could drop us off and a Taxi would pick us up to take us to the airport. No mention of cost or price here. So one would assume that cause our driver didnt want to drive via Entebbe that Matoke should accomdate us and include this in our tour cost which was $1890 USD for the two of us.
When we got dropped of at the pickup point the taxi driver had been waiting for us for over 2 hours. We were then shocked that he was told to tell us the cost is $40 USD to take us to the airport from there. Which was a crazy price. We paid $23 USD from Entebbe airport to Kampala when we arrived, they charging over double the price and it was 15km shorter distance. We refused to be extorted like this and so the driver then called Eric one of the managers from Matoke to say we wouldnt pay that. He dropped the price to $30 USD which we had no choice to accept, it was late and we had been driving for 12 hours. When we got to airport I got driver to call Eric back and I spoke to him directory and said how unhappy I was with the situation and very disappointed and there lack of communication. He promised he would have someone email me the next day to recity the situation..... now 5 days later and nothing. Just confirms the type of company you are dealing with. You pay a lot of money and then they are trying to rip you off with a taxi.... Transport should really be included, pick up and drop off. Dont try and rip people off to make a few dollars so you can benefit more for tours that already cost us a lot of money.
The Gorilla Tours with the rangers at the National Park was perfect. But it should be and this part of the tour actually had nothing really to do with Matoke Tours as you get dropped at the national park and do the Trek with the rangers and scouts.... This part was great.. The Accommodation and the dinners we had was also amazing.
However the driver and logistics issues left a very sore taste in our month and really resent choosing Matoke Tours for our Gorilla Tour. My advice choose another company that has reliable communication.
Reply from Matoke Tours
Posted on Dec 2, 2015Dear Jason,
I am sorry to hear you were disappointed in the services of Matoke Tours during the 4-day budget group tour to seeing the gorillas. Basically I read that you expected more information from the driver/ guide and you were not pleased with the airport transfer at the end of the tour. As well the way Matoke Tours handled it afterwards should have been better. I regret this had such a negative impact on a tour that should have been a "once in a lifetime experience" indeed. I am glad you did have a good gorilla tracking and you liked Mutanda Lake Resort and the food from there.
I am really sorry that the airport transfer and communication around that did not go well and had such a big impact on a trip that seemed to be good up to that point. I have sent you an email to ask for your bank details, so I can refund you the full amount of the airport transfer. I hope this will restore a bit of faith in Matoke Tours.
Regards,
Wim Kok
Owner/ Managing director Matoke Tours
Email Camila | 20-35 years of age | Experience level: 2-5 safaris
Fast corrective action by Matoke
We organized a four day gorilla tracking in Uganda with Matoke. We left Kigali and drove to Rushaga, where we tracked one day and another day we tracked at Nkuringo. If your budget allows, we would highly recommend doing two days gorilla tracking. Our hotel in Uganda was Gorilla Safari Lodge and it wasn’t anything to write home about.
The problem was that Matoke subcontracted transportation to the lodge and the lodge took the outsourcing a step further and hired another company. This third company sent us a driver that could not communicate in neither English or French and had never been to the lodge. We got lost on the way. The lodge did not have a meal ready when we arrived. The driver never wore a uniform and when we met he did not even know the names of the people he was meant to pick up. On day two, our driver was nowhere to be seen and had to be called by the lodge. He eventually came to pick us up and drove us to the wrong entry point. Someone from the hotel had to get in the car with us to take us to the right place. Frustrated with the two days, we wrote to Matoke and the corrective action was decisive and swift. They were unaware that the hotel had outsourced our driver to another company and that they had sent an unprofessional and inexperienced driver. They immediately sent one of their own drivers, gave us a complimentary massage each, covered our laundry bill and were quick to follow up on how things were doing.
I’m happy to say the story ended well and our Matoke driver was everything driver one was not: he was polite, knowledgeable, spoke English, and knew how to get to our destinations. We felt in good hands with him. Matoke was apologetic and responsive, which we appreciate. Our only recommendation would be to choose outsourcing partners more carefully and ensure that if other companies provide one of their services, it is done with the same Matoke standards.
50-65 years of age | Experience level: 2-5 safaris
Great time on safari
Our guide had great wildlife knowledge and very patient to explain to us about the animals! We saw all big 5 and more...we had a lot of fun during those few days! Thanks Matoke! Only downside being jeep was old and bumpy.
CA
35-50 years of age | Experience level: 2-5 safaris
Good Safari but
Overall great Safari experience and the driver was extremely helpful and knew his stuff. However I was disappointed with the accommodation that was advised for this package. Way below what we were assured.
FR
35-50 years of age | Experience level: over 5 safaris
20 days in Uganda, including Ruwenzori hike
First of all, we were very pleased with our driver / guide: sociable, friendly, humble, non-intrusive, flexible, humorous, AND a cautious driver. Nothing but good about him.
lodgings:
Recommendations:
- Mutanda lake resort near Bwindi Forest, for its pleasant restaurant, nice location, although still an hour away from the starting point of the gorilla tracking, but very good food.
- Bush lodge near Queen Elizabeth NP for the quality of the accommodation, beautiful location and cuisine.
- Kibale Forest Camp was also fine.
- Kontiki hotel was clearly a place of transit .... Ok, but not more than that.
- Bwana Tembo near Murchison Falls was ok for a middle class logde, but I suspect that some tourists do not appreciate that bats can enter the room ...
- Rwakobo Rock: Ok, if you absolutely want to visit Lake Mburo ... Nice and pleasant dining room, good kitchen, but the maintenance of the huts leaves something to be desired ....
THE disappointment: Cassia Lodge: an outdated hotel with no charm, no personality, with furniture that has seen better days, leaking plumbing. The only thing this hotel offer is the view on Kampala. How much we would have preferred staying in the excellent Boma Guest House in Entebbe ...
The local transport: 7 people in a 4x4 van, that was OK. But why are the windows with black plastic embezzled?? This complicates the visibility, requires even more to drive with open windows, but when sitting where the windows are overlapping each other, forming two layers of blackplastic, the visibility is close to zero....
A cooler (coolbox) would have been welcome: for a sundowner 'en route' fot excemple.
The program put well together, we enjoyed it, the wildlife in Murchison Falls, the hike in Ruwenzori Mountains, the chimpanzees (in great shape!), the gorillas. ..
However, surely not insignificant downsides:
- In Murchison Falls was a boattrip foreseen on a fairly large boat, in the afternoon, and the boat was nearly full. We could have done with it: on chairs put in the middle of the aisle (with limited visibility) or put in the hot afternoon sun. Instead we took another boattrip the next morning. The boot halts, to return, just far enough from the falls, in order not to be impressed. We have seen that, if arranged in advance, you can leave boat and continue walking to the falls... Unfortunately we were not informed of this possibility.
Queen Elizabeth NP: Safari in the morning was a complete fiasco. Never seen so few animals during a safari. The guide said that this was because of the drought. Well, normally this is known in advance....So why was no other part of the park visited? The southern part of the lions hanging in trees for example (we afterwards heard many good things about)? The boat trip in the afternoon was worthwhile.
Lake Mburo NP: The walk in the morning was definitely interesting. But in the itinerary was another boattrip foreseen, and it was mentionned that elephants could be seen. Well, Matoke should do that homework better again because in that park there are absolutely NO elephants. So that boat trip was really a letdown.
Overall it was a nice trip, with beautiful scenery, friendly people everywhere, good food, generally good lodges, but I am a bit disappointed: when working trough a tour organisator, I expect better, acurate and complete information.
For further info (I refer to a question I asked you during the preparation of the trip) for the 6 day hiking in the Ruwenzori Mountains, the carriers prefer rather backpacks rather than the common travel bags.
FR
Email Charles | 20-35 years of age | Experience level: over 5 safaris
Very professional even if some mistakes occurred
It was perfect, really intense week !
Good lodges, even I would have appreciate to spend 2 nights in lake Mutanda instead of 1.
You forgot to book the lion tracking but hopefully we spotted them without it and I’ve been refunded so no complain.
The only real bad point was the guide because he wasn’t, he was a driver. We never spent time with him and he told us he was not here to entertain. Only gave departure hour, no more. But he is a great driver (Sam)
Fabulous Rwanda - A must-see destination !
Overall it was a very nice and enjoyable solo tailored trip. I found Rwanda to be a beautiful lush green country with amazing scenery at every turn but mostly it’s the people, they are very warm, friendly, open and curious. Have always felt welcomed, very safe and the few kinyarwandan words I learned, well wow! It had a great positive impact when making contact with locals. If you have never been to Africa, this country is a great option for a first-time experience.
Kigali
Vibrant city and so clean! Felt instantly comfortable and at ease.
Interesting visits: Inewa art gallery, Ikerezi Bookshop, dodo lunch (delicious!), Cards for Africa, Kigali and Nyamata Genocide Memorials.
Hôtel des Mille Collines : grounds are nice, pool not very clean, very good breakfast but room quite ordinary with stained carpets but comfortable bed, in need of renovations, pool meals ok, very good service all-aound. First room had nice view and always had hot water. Still enjoyed mostly because of history of this landmark hotel. WIFI in room is a plus.
Akagera National Park
The drive between Kigali and Akagera is absolutely beautiful and worth it.
Safari game drives: Few animals but I did get to see all of those I wanted except lion: elephant, giraffes, buffalo, impala, hippos, alligator, baboons, etc. The scenery is beautiful and very different from what I expected, not flat at all, plenty of hills. Our guide Vetuste was a wonderful, curious, knowledgeable young man. While driving aimlessly at some point, we were lucky enough to quickly spot a rhino, they are new to the park and not yet accustomed to people. PM boat ride was nice, lots of birds and buffalos. Knowledgable guide.
Community Cultural Experiences:
In collaboration with the community and the park, the Community Freelance Guides have developed some cultural experiences to share with park guests. Revenue is shared with the community members visited.
Banana-beer maker: probably one of the highlights of this trip, it was amazing to be hands-on in a local community and in someone’s home.
Honey cooperative: delicious! I am allergic to bees and I must say that they went out of their way to make sure I was safe. They adapted the visit accordingly.
Ruzizi tented lodge: Fabulous experience! Beautiful grounds and tents. Quite an experience to sleep at night with so much nature noise. Food ok, excellent service. Hot water issue, none for a day but was resolved. I would easily have stayed an extra night. Cons: the need to choose in advance your meal and meal time did not please me and no WIFI.
Huye
National ethnographic museum: Nice visit, interesting to see the women make baskets and plates in the training quarters in the garden area. Warm welcome. Delicious lunch at local buffet style restaurant.
Nyungwe National Park
Chimpanzee tracking: Really enjoyed it but was a difficult treck, demanding and off the beaten track.
Tea plantation visit: Spent an hour walking around the fields with knowledgeable guide. Interesting.
Waterfall hike: Very enjoyable but few birds. Easy treck.
Top View Hill Hotel: Excellent service. Good food. Hot water issues resolved. WIFI in main building only. Amazing views. Room a bit sad looking and empty but clean, large with fireplace and terrace. Main building is awfully depressing and sad. Cons: No spirit, no light, no music, no life it's just plain dead.
Kibuye - Lake Kivu
Majestic lake that looks like an ocean in some areas. Nice scenery but less impressive and green. Nice stop to relax a few days.
Cormoran Lodge: Waterfront and away from town, good food, great views, pretty warm and no fan, WIFI in room, simple, clean rooms but very little or no hot water. Very steep climb to cabins, might not be convenient to anyone with walking issues. Excellent service.
Swimming and kayaking to see sunset over the water was beautiful.
Short boat trip to island where you hike to the top, beautiful views but too expensive for what it was.
Rubavu
Excellent lunch at Serena hotel by the beach. Fabulous location and great city.
Imbabazi visit: For anyone you loved reading Land of a thousand hills: My life in Rwanda by Rosamond Healsey Carr, visiting her house, grounds, school is a must. Emmanuel, my guide had the privilege of working with her for many years. Touching.
Volcano National Park
Park entrance: Intore dancing à 7:00am: a real treat, enjoyed it very much. Colorful and energetic.
Gorilla tracking: Quite an experience, quiet and calm small group. Beautiful creatures. Interesting to watch interactions. Gloves came in handy, no need for gaiters in dry season but walking pants are not enough, needed my yoga pants under so that it was thicker, helps with nettles. Easy enough treck.
Golden monkeys tracking: Up close and personal, so many of them everywhere and very active. Enjoyed it very much. Easy short treck.
Short nature walk: easy 90 min walk in the forest before heading out to Kigali for return flight. Nice scenery. First female guide I had, interesting conversations, she was curious and not shy to ask many questions, I liked.
Lake Ruhondo: drive to Virunga Lodge for fabulous view
Mountain Gorilla View lodge: Great volcano views, nice grounds, nice large room with fireplace and hot water bottle. Good meals, packed lunch/wine expensive, better to stock up at breakfast and bring snacks for trackers. Bathroom needs renovations. Plenty of hot water, WIFI in main building only. Excellent service.
Gorilla Guardians Village Visit : lifestyles, activities, artifacts and traditions of local people. Interesting.
Special thanks to Lionel, sales consultant at Matoke:
I cannot comment this trip without mentioning the excellent service provided before and during my trip. He has been a gem and I thank him for all his work, patience and insight, it has been greatly appreciated.
Special thanks to Confidence, driver/guide for Matoke:
He was safe, punctual, patient and excellent driver. Respectful, professional, smiling, calm, easygoing, warm and easy to get along with excellent birding knowledge. Travelling with an African native makes contact with others easier as he knows how to approach and communicate with everyone. Ate great local food in places I might not have went on my own. Could work on his overall knowledge of Rwanda.
Tips:
If you are curious, crave information, fun-facts and knowledge about your destination, I strongly suggest that you read-up beforehand. Rwanda Bradt guide is a must.
Before a visit or activity, find out what to wear. It makes the visit more interesting and comfortable if you are wearing the proper clothing.
If your tour starts in Kigali, ask to be picked-up at the airport by your driver/guide to make sure you are on the same page for activities and visits itinerary the day after. More efficient timewise if short stay.
Good to know:
Food: Varied, Rwanda grows fruits and veggies. Also meats and delicious fish. Veggie options easy to find.
Toilets: On the road, mostly basic hole in the ground and while tracking, in the bush.
Insects: Tse Tse flies are a nuisance in Akagera but no worries if bitten. Saw little to no mosquitos during my 2 week stay.
Weather: Perfect, no rain and not too hot. Warm temperate and cool in mountains.
Altitude: Make sure to bring proper medication just in case your body does not have the time to acclimatize.
Safety: No worries at all.
Children: Sooo adorable! But do not take pictures without permission and do not give money.
Souvenirs: Beautiful wood jewellery, local organic coffee and tea, delicious!
Do not hesitate to contact me if you have any questions. It will be a pleasure!
Sophie
NL
Email Emile | 35-50 years of age | Experience level: 2-5 safaris
Good lodges amd gamedrive. Thanks Anatol!
We loved the tour. Gamedrive amd lodges were great!
The gorilla trip was great and all the transport was organized perfect incl our last minute changes
Communiations was very well, thanks to all support, accommodation great, beautiful place and the gorilla trip was amazing
Email Robert | 65+ years of age | Experience level: over 5 safaris
8 day luxury safari
A safari which will live long in the memory. Chimps at Kibale were great - suggest you pay extra for habituation walk. need to start early at Swamp Walk (9a.m.) if you are to get to QENP for game drive. Saw tree climbing lions at Ishsha and gorillas at Bwindi were wonderful with one even visiting us at our verandah in Bwindi Lodge!. Over 70 bird species seen in total. Accommodation first class. Driver could have been a bit more enthusiastic but he was very careful and safe on the roads and 4WD vehicle very comfortable for two. Expensive but worth it!