US
35-50 years of age | Experience level: 2-5 safaris
Avoid at all costs
The one (and only) good part of the safari was the driver Charles. He was incredibly knowledgeable, charismatic, talented wildlife spotter, and a safe driver.
Everything else about the safari was a scam - one lie after another. I was told we'd have 4 nights of lodges, but ended up with 1 night in a lodge and the rest in cheap camps/hotels. I was told the lodges were closed, but I called the lodge and confirmed they were open. I was told we couldn't visit a lake due to the weather forecast, but the forecast was perfect. The other tour members were told that we were skipping the lake because I didn't want to go there (outright lies). The itinerary was changed multiple times before we departed, with many destinations removed. To top it off, the owner told me he would meet me at the end of the tour to refund me, and unsurprisingly he never showed up.
Avoid this tour company at all costs. It's not worth ruining your Kenya experience.
US
50-65 years of age | Experience level: first safari
Disappointing so far...
We have had to postpone our trip to 2022 due to Covid and because the price was increased by several thousand dollars, we elected to reduce the number of days from 17 to 12 (basically eliminating a post safari trip to the beach); however, Mahlatini is stating that the moneys paid can not be refunded despite the fact that the hotel has stated that they would cancel the stay without any penalty and refund the money. We also had some trouble ensuring that the trip was child-friendly - Very disappointing so far..
RU
50-65 years of age | Experience level: 2-5 safaris
Сonstant fraud
I ordered a tour from Yusuf in this company. The conditions and the price were clearly agreed in advance, the money was transferred according to the agreement. However, upon arrival at the site of the tour, messages from the tour operator immediately began to arrive, demanding to pay extra for excursions on the spot. The explanation was one - he has done a mistake in the calculations. Instead of enjoying the trip and resting calmly, I constantly had to solve financial issues even late at night. And each time he said that it would not happen again and again demanded money. I feel myself used and deceived.
20-35 years of age | Experience level: 2-5 safaris
Not professionnal or serious enough
I booked two different safari tours with this company. I had to pay cash for the 2 tours and the tour operator applies a strange conversion rate (440$ -> 48400 KES). I did'nt complain at the time.
The first tour was a 3 days in Masai Mara tour - safari joining group : it went quite well, especially thanks to our guide James who really did his best to help us find the Big Five.
However, we didn't get water as planned on the website. When I asked the company, they put responsability on the guide.
The second tour was a One Day solo in Amboseli: the guide was supposed to pick me up at 5am at the hotel. He arrived at 5:40 because of a technical problem with the car. This car was so old that it was already amazing that it could still drive. The first guide drove at a gas station and I had to wait for another 15 minutes for a second driver to come and pick me up. A lunch box was supposed to be included so we could have lunch in the park but it was'nt. So we headed to the park and had nothing to eat before 5 pm, at a gas station, when we came back to Nairobi.
When I wrote to the tour operator to complain and ask for compensation, they didn't even bother to answer and at least apologize.
I know I booked cheap tours, but even when it's cheap you can expect the basic professionalism from a tour operator.
CH
35-50 years of age | Experience level: over 5 safaris
Nice park, poor guide
We went for a 4 days safari in Selous game reserve (in fact Julius Nyerere NP). Mid range accomodation was nice with kind staff. Park itself was nice even if some ways were unpraticable do to the rain. Even if he is a nice guy, our guide is probably the worse we met in Africa. He seems more interested by his freetime than by guiding, "full day game drive" ended after lunch break, on the way back, he drove 60km/h making quite impossible to spot anything. Almost all animal seen were spot by others cars or by ourselves. During a game drive our "guide" wrote messages on his phone while driving in the park, very unrespectful attitude for the guests who paid to see wildlife and not only move in a park.
AE
35-50 years of age
The company unethical, and money grabbing. Porters and guide great.
From the outside this company appears great, underneath the surface though is a different picture. Despite the porters and the guide being fantastic on the mountain it was overshadowed by the companies ethics, which is very much built on cutting corners. Low customer service once money was in their back pocket. Late picking me up for transfer to airport consequently missing flight, with no real apology. Trying to get refund on lost money almost impossible.
The price for the trip seems reasonable, but I guess you get what you pay for. Poor customer service, unethical, and cash grabbers. I'm sure to many this company gets away with being the real deal, don't be fooled! Choose a company that is ethical and doing it the right way.
US
35-50 years of age | Experience level: first safari
Do not book with Safarihub
I do not recommend this company for many reasons.
1) They are not very good at responding to emails (this should have been my first sign to go with another company).
2) My safari experience (6-Day Kili Safari) guaranteed a 4x4 Land Cruiser. Instead, for my 6 day safari I was in different dilapidated, falling apart 4x4 vans.
3) I was given hardly ANY information on my safari. So little information that when I actually arrived in Kenya, instead of going to Amboseli, then Naivasha, and then Masai Mara, they reversed the itinerary. Not a big deal except I sent my detailed itinerary to my employer (for security) and my family so they knew how to contact me. I did not realize the change until I was literally in the van on Sunday morning driving to Masai Mara. Although I was picked up at my hotel early Sunday morning for the start of my safari, I was never, ever given any information on the safari, the itinerary, the drive times, lunch plans, etc. I can't iterate enough how in the dark was at all times. I would attempt to ask the guide but he always seemed clueless as to what was happening.
4) Although I booked with Safarihub, a Kenya subcontractor actually handled my safari. Although they weren't terrible, they weren't great either. On one day I was shuffled between 3 different vans and 3 different companies to try to get me from Masai Mara to Naivasha. When I booked this safari for a good amount of money, I assumed I would be dealing with one company and one guide the whole time. I was very mistaken. Had I been given a heads up, I would have been better prepared. But on one of the days, I kept being shuttled between different people and different vans and it made me very uncomfortable, especially as a solo traveler. The guide could not even tell me how I was getting to Masai Mara to Naivasha the day before I was supposed to go there because he said his boss hadn't figured it out yet!
5) The morning I was picked up to begin my safari adventure, I was told we would all meet at Somak Lounge. Wrong! Instead I was taken to a street in downtown Nairobi and put in another van. No briefing, no food, no drinks, no lounge, just straight into a random van to start our journey. I was already pretty apprehensive due to the recent terrorist threats. Having me driven to a random street in downtown Nairobi without any check-in or anything was pretty scary. Basically, everything that was promised to me did not happen, except the lodging and parks (which were all amazing!!!).
6) I had been provided a detailed itinerary with the plans each day. That was complete BS. We never once followed the itinerary - in fact, the sub contracting company said they were never provided with my itinerary so had no idea I had been promised certain things. For instance, I was supposed to make it to Amboseli in time for an evening game drive - never happened. I was supposed to have early morning game drives followed by breakfast back at the lodging - never happened, not once. In their defense, two of the 6 days we had 10 hour game days so didn't have time to come back for breakfast or lunch but it would have been nice to know that was the plan beforehand. Communication is key. Why promise me something if you don't intent to honor it?
7) My contract specifically states "We also take pride in our safari vehicle fleet, which is young (less than 3 years old) and well maintained; consequently, breakdowns and other mechanical complications while you are on safari will be rare." This is a complete lie. The vans we were in were extremely old and falling apart. On the drive from Naivasha to Amboseli, our van broke down and we were stuck on the side of the road for over an hour. It would have been longer but a nice driver from another safari company (Jockey - the guests in that van recommended their company) gave me a ride to Amboseli Sopa Lodge (2 hrs away). Also, while on safari in Masai Mara our van broke down but I think they may have had something to do with stopping so much to look at animals so I can't fault them for that.
8) Each morning (except for the last 2 mornings) the guides were at least 25 mins late to pick me up. As mentioned above, I had so many different guides and van drivers that it was hard to keep them straight. However, my last guide/driver (Francis) was AWESOME and the highlight of my whole trip! The rest were not good at all.
9) In conclusion, I do not recommend Safarihub. I spent about $1,500 on this 6 day, 5 night Kili safari for a single traveler but it was such a logistical nightmare and communication was so bad with Safarihub, I do not recommend them. I do realize if I had paid more money, I probably would have gotten a better company, so if you are short cash, then I will say that nothing takes away from the animals and the Sopa Lodges - they both were fantastic. But you might want to think about looking at other companies if you can.
US
50-65 years of age | Experience level: 2-5 safaris
The guide didn’t know much. He barely talked, unless I asked him a question.
The guide lacked communication skills. He didn’t have enough knowledge about birds or animals in general. The customer service was very poor, even though I was the only customer in the excursion because everyone else cancelled due to Covid 19.
A day before my last day, I found out I needed a Covid 19 test and I asked the owner to find a place in Entebbe for me to do it. We drove 8 long hours from the mountain to Entebbe. The guide never showed me or say anything, unless I asked something. I never heard from the owner. We waisted a lot of time looking for a clinic. I had to stayed in Entebbe two more days, I had to pay for another plane to Dubai and for another hotel in Dubai. I wasted a lot of money and time because the owner Couldn’t help me.
My experience with the Gorillas was great but not thanks to this company.
In general, I don’t recommend this company.
35-50 years of age | Experience level: over 5 safaris
Overall polite and professional team
I lost KES. 20,000 shillings with Pamela who’s the key person of Magical retreat. After all my support to her and the company she took my money despite of several requests and communication.
So not trust worthy!!!
DE
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!