50-65 years of age | Experience level: 2-5 safaris
Don't even think about it
Short story: cheats, crooks and unprofessional. Avoid this outfit like the plague. They offered us a price of 2150$/pp and three days before the trip they increased it in 650$/pp. Finally we were forced to pay 200$ extra and downgraded us from lodges to mobile tented camps.
Long story… It’s a long review, but I wanted to give all the details. If you are thinking of dealing with this people, I strongly advice you read on.
In December 2018 we got a quote from Orongai for a 7-day safari in northern Tanzania: Ngorongoro, Ndutu and Serengueti, for 8 people, all lodges. From February 16th to 22nd 2019. The price was 2,150 $ per person, total 17,200 $. I will send the quotation to anybody interested. Park fees, All accommodations, all transportation, and all Taxes/VAT were explicitly included. All lodges were mid/upper level: Lake Duluti Lodge, Ngorongoro Serena Safari Lodge, Ndutu Safari Lodge and Serengeti Serena Safari Lodge.
The price was lower than others we had (first clue) and included a flight back from Serengeti’s airstrip to Arusha the last day, which was the clincher: “Around midmorning join a scheduled flight from Seronera airstrip to Arusha airport.” (sic). So, we agreed to this quotation: 2,150 $ pp.
In January 2018 we all paid a 30% (645 $ pp) by bank transfer. The remainder was to be paid on arrival in cash. The remainder was: 2,150 - 645= 1,505 $ per person, or 12,040 $ total. Two of us decided (stupidly, it turned out) to pay also our part of the remainder beforehand by transfer: 3,010 $ for two people. After this payment the remainder was: 12,040 – 3,010 = 9,030 $, for the other 6 people (who decided to pay their remainder on arrival).
On February 12th I received the following message from Martha, the person in charge of our trip: “just wanted to inform you that there is additional 650$ per person this is due to additional concetion fees at NDUTU area and Ngorongoro area that we’re not there before. We apologize for the inconveniences coursed” (sic).
Cursed indeed! This left us all worried, to put it mildly. It followed a frenzied interchange of emails with the said Martha, trying to understand the extra 650 $ pp, a 30% increase! We checked with TANAPA and other authorities and there had been no increase of any park fees for more than a year. Finally, after many, many messages back and forth Martha wrote to me: “Yes, I received the transfers and the cost is 2150$ per person plus the hotel payments fees 650$ per person. The total is 2,800$ per person” (sic)
We considered not going, but we really wanted to do the safari, we had already paid 645$ each (or 2,150 $ some of us) plus the flights, a dear price for us, and we decided to go (another mistake). We contacted the lodges where we were supposed to stay to confirm the reservation. They confirmed it, but at least one of them called Orongai to tell them we were asking.
On arrival we had a very long and very unpleasant discussion with Martha, a guide called Asseri and another guide Freddy (who, unbeknownst to us, spoke a bit of Spanish, but much less than he thinks). We tried to convince them to honor their original offer, but reasoning with them was impossible. They denied evidence and the most basic logic stone-faced. It was like talking to a wall. They said for instance that the word “Total” next to the 17,200 $ didn’t mean “all the money”. They insisted that the remainder was 12,030 $, and not 9,030 $ as we said, because of the additional charges of 650 $ per person. Which doesn’t even add up! If we had to pay an extra 650$ the remainder would be 14,230$. They further informed us that the flight back from Serengeti to Arusha was not included in the price, even if “All transportation” was explicitly included, because a flight is not “transportation”!
We called the Spanish embassy for advice. They put us in contact with a person in Arusha, who sometimes helped other Spaniards informally. He has more than 20 years of experience in the safari business himself. He was extremely, awfully kind. He tried to convince Orongai’s people for maybe another hour. He couldn’t.
Finally, we decided to take it to the “Tourist Police”, an institution created to deal with cases like this. We went there, a concrete bungalow in the outskirts of Arusha, bare of any official look or sign that I could see, and met with an official, a guy just dressed in jeans and a polo. We spent there another 2 hours, repeating everything to him (Orongai’s people speaking mostly in Swahili even if we repeatedly asked them not to). He initially seemed to lean to our side, but finally, probably tired of the whole thing, told all of us that this was not a criminal dispute and that we had to resolve the thing among ourselves. And left. So much for the Tourist Police. During this, we offered to pay 200 $/person over the agreed 2,150 $. Orongai rejected this.
We went back to the hotel at around 11 pm. We were leaning to cancel the whole thing and leave. Mind you, in the middle of the night, without a car and without a hotel, because the lodge we were in, Lake Duluti Lodge, told us that we would have to pay our rooms ourselves (~ 300 $/room) because Orongai wouldn’t pay if we canceled the safari. At this, Martha threatened us with legally/judicially demanding whole payment (her amount not ours), even if the safari didn’t go ahead, because “it would be our decision to cancel”.
After even more discussion, somebody suggested (I don’t remember who) that if we paid the 9,030 $ we still owed, PLUS the 200 $/person we offered before AND they downgraded us to mobile tented camps, instead of lodges, we could go ahead. Tired of the whole thing, and worried of what a judicial process in Tanzania would entail, we agreed to this. They, then, made us sign a paper saying that these changes were our responsibility because we had not understood the original quotation correctly. Without this condition, they threatened again, the deal was off and they would sue us for full payment. Some of us signed, under duress obviously. So that you understand this downgrade, a mobile tented camp is a far cry from a permanent camp, let alone a lodge. Some permanent tented camps are really luxurious. The mobile tented camps are most definitely NOT luxurious. In some, the showers didn’t even work, and didn’t have enough power even to recharge the batteries/phones if we all tried at the same time.
A very suggestive thing happened at the Tourist Police. Martha, to convince us that 2,150 $/pp was an impossible price, listed in a piece of paper, from memory, the actual cost of each item: car rental, several park fees, lodge fees, food, water, everything. The total came exactly to 17,000 $. This shows that they know the cost of everything by heart, and that the quotation they gave us WAS NOT just a mistake they made, as we thought at some point. This clearly shows that this was a deliberate and, more importantly, practiced scheme to cheat clients. Mine is not the only story like this. Check the comments on Orongai in the web, many of the negative ones are from people with relatively “high level” safaris. The ones that may be amenable to pay extra when confronted with problems. Another suggestive detail is something our friend said. That, at least the Ndutu lodge (there is only the one) was almost certainly full by September already! That by December, when Orongai supposedly made the reservation, it would be utterly im-po-ssi-ble to get four double rooms there for mid-February. Possibly the others too. This makes me suspect that some reservations didn’t exist. Instead, tented camps are easier to get at short notice. I sincerely believe that if we had paid the 650 $ extra, we would have still ended up either in lower-category lodges or in tented camps. Something that has happened to some clients of Orongai.
About the safari itself, one of the guides was nice (Freddy), the other (Asseri) wasn’t at all. He never made any effort to place the car in a good position for the photos and barely spoke at all. Both were a bit risky drivers. Especially Asseri who frequently texted on his phone while driving, took photos or even video putting his full arm outside the window. Some of the seat belts were either broken or "repaired" with a knot. The lunch food was quite poor and always the same, including a piece of chicken so deeply fried as to be mummified. Almost inedible.
All said, what most vexed me, far beyond the extra cost and the downgrade, was that it half-ruined the whole trip. The preparations, the pre-travel excitement (one of the best things), were all erased in a flurry of worry and anger. A lot of the time while we were there talking about it… it all embittered an experience that should have been exhilarating and special. They robed us of that.
Before the travel we contacted TATO (of which Orongai is supposed to be a member); Tanzania Tourism (government office) and TANAPA, asking about our problem. Only TANAPA answered. TATO and Tanz. Tourism didn’t deign. The American Society of Travel Advisors confirmed that Orongai is not a member, contrary to what it says in safaribookings.com
BR
20-35 years of age | Experience level: first safari
Was one of the tourists scammed...
My wife and I booked a 5 day safari in Tanzania and 7 day in Zanzibar, with Arend Safaris, for our honeymoon on the end of 2017.
We paid over 11k dollars in advance. When we arrived in Arusha, they picked us up at the airport, and took us to a different (worse) hotel that we booked. On the next day, after waiting for almost 2 hours for Arend Safaris to pick us up, they took us to their office in Arusha and told us that they had spent all our money in another reservation, and had nothing (no hotels, tours, plane tickets) booked.
They promised us they would have the money back in a few days, and in the mean time, we could book everything directly with a hotel in Zanzibar, and when they got the money back, they would repay us.
Now, over a year has passed and Arend has not payed us back. We had to spend a whole lot more of money to book our honeymoon on the same day.
Arend is very inconsistent with their communication. Sometimes, after a long period of no communication, they write to us telling they will refund us in a few weeks. And then disappear.
Apparently they are a legit agency, for some of the reviews out there are real. But there are cases, like ours, in which they just do not comply. So be extra careful when booking with them, ask for all kinds of receipts and booking numbers/references, and contact the hotels/lodges directly to make sure they have a reservation under your name.
ES
50-65 years of age | Experience level: over 5 safaris
A disappointing experience
This is in response to the reply from Orongai to a review made by Jose Luis Garcia, in relation to our recent (and disappointing) safari to northern Tanzania under this company.
To accuse unsatisfied clients (who, even dissatisfied, paid for the service and left a substantial tip) of being racist is a vile deed and shows a surprising awkwardness. Orongai does not seem to have heard about Quality Management procedures, a set of work guidelines that are mandatory in the operation of any company providing services or selling products (in Africa, Europe or wherever...), and whose ultimate goal is the achievement of customer satisfaction. I would appreciate to know what is the quality policy of this company, in case it has something slightly similar...
When in a respectable business a complaint is received from a client, the first thing that has to be done is an investigation of the claim´s cause. Then, an internal process is initiated in which corrective and preventive measures are implemented, and finally a convincing explanation (together with a compensation if necessary) is offered to the customer. What is never done is to accuse the client of falsehood or discrimination in his dealings with the company. And this is exactly what Orongai has done with us. Orongai must be able to recognize that, at least, in the agreement he signed with us there was a lack of transparency and an extremely poor information management.
It is not worth commenting on the words that Orongai claims to have heard from some members of our group. They are as false as saying that the ITAKA SAFARIS manager proclaimed himself Ambassador of Spain (amazing observation !!)... It is convenient that the members of Orongai dedicate some time to improve their Spanish skills (and maybe also their English ones...).
Orongai demonstrates an immense arrogance in his dealings with clients, and this is something that can easily be deduced from previous claims to this company which still circulate on internet. The difference is that, while other customers ended up accepting Orongai's last-minute impositions (however unjustified they may be), we demanded an explanation and requested the mediation of an external agent (ITAKA´s manager), simply with the legitimate goal of clarifying the situation. And this point, which is an inalienable right of anyone who pays for a product or service, seemed to infinitely offend Orongai. If I am white and you are black, and I intend to exercise my legitimate rights, does it follows that I am a racist? Orongai should seriously think about it...
Finally, Orongai´s proposal of offering a 15% discount to new clients as a sign of generosity and professionalism, it is nothing more than an outdated and clumsy way of terminating a dispute, and it presupposes the tacit acknowledgment that a customer who placed his trust in Orongai has been unfairly treated.
Other Tanzanian safari operators, as well as national organizations of tour operators and agencies dedicated to tourism and the dissemination of the extraordinary natural values of Tanzania, should take good note of the behavior of Orongai.
DE
35-50 years of age | Experience level: first safari
Terrible tour operator. We were threatened during our tour!
First of all I would like to make clear that our guide Simon Yuma was incredible and really made our safari an unforgettable experience! THANK YOU SIMON. YOU ARE AN AMAZING PERSON!
Simon has an amazing knowledge about animals and is able to anticipate their behaviour. We saw so many animals super close, which other groups didn’t. I can highly recommend him and I hope that he will find a better employer in the future and here is why:
The company, which was recommended to us, AFRIKA KUKAYE, seemed small but legit. We actually wanted to book with a smaller company then with a big operator.
We heard many times that on group tours people from different companies were just put together in the same car and everyone having a different itinerary. We said to Remsi that we did NOT want to do it this way. Communication went well and we WERE ASSURED by the owner Remsi Sungwa that we would definitively go with this company.
So far - so good. He confirmed everything. However, 1 day before our Safari was supposed to start, and of course AFTER WE PAYED, he told us that we would be going with another company from his „long term and highly trusted business colleague DAVID MARO owner of KILI SLOPE.
This led us to be already suspicious. On the day of the Safari our cook had to leave the car, because we were getting a 7th person in the car due to an „emergency“ they said. I would rather attribute this to their inability to properly organize a tour.
On the first evening of our Safari we talked to the persons in our group. It turns out that EVERYBODY BOOKED WITH A DIFFERENT OPERATOR AND EVERBODY HAD A DIFFENTENT ITINERARY AND PAYED A DIFFRENT PRICE. Nobody actually booked with Kili Slope.
Furthermore most of us were promised 3 full days in Serengeti National Park. During this evening we were told that it would ONLY BE 48h because that’s the way the permits in the park work. THIS IS THE PERFECT EXAMPLE ON HOW THESE TOUR OPERATORS CHEAT THEIR CLIENTS.
Long story shot: Everyone was very angry this evening. I contacted my „agent“ complaining about this. I was assured that everything will be fine an that I just should enjoy my time.
Next day the 7th person who was squeezed in our car had to wait for another group from Arusha in order to join them. We felt really sorry for him, because he HAD TO WAIT IN THE CAMP INSTEAD OF ENJOYING HIS SAFARI DUE TO DISORGANIZATION of his tour operator. This made us even more suspicious, because we had an excursion to Lake Manyara on the last day of our itinerary (actually this was supposed to be on our 2nd day, but who cares for the itinerary, right???) and 3 persons in our group did not. One girl had lake Manyara in her itinerary but apparently she was not going to see it because she only booked 5 days Safari and was going back to Arusha with the rest oft he group
Next day we got a call from the owner of Kili Slope Tours Mr DAVID MARO the long trusted business partner of RAMSI SUNWA from AFRIKA KUKAYE:
! Please read this carefully. We have travelled many counties and have been on many tours but this was: the Mount Everest of REALLY BAD CUSTOMER SERVICE!!
MR DAVID MARO HEAVYL THREATEND ME AND MY GIRLFRIEND VIA THE PHONE. WE WERE REALLY SCARED AND MY GIRLDFRIEND WAS EVEN AFRAID HE WOULD SEND PEOPLE TO BEAT US UP! THIS IS HOW HE SPOKE TO US!
WE WERE INSTRUCTED NOT TO SPEAK TO THE OTHER PEOPLE IN OUR CAR ABOUT ITINERARIES AND THAT WE HAVE KEEP YOUR quote: „MOUTHS SHUT AND NOT TO COMPLAIN ANYMORE!“
FURTHERMORE HE THREATENED US THAT HE WILL SEND A CAR AND TAKE US BACK TO ARUSHA (I GUESS WITHOUT ANY TYPE A REFUND)
I can only advise everyone who reads this to stay away from Afrika Kukaye and Kili Slope Tours. These guys will treat you like cattle and only want your money. They give a sh*** about you. They do not have the slightest customer service thoughts and will even threaten you if you complain!
We did our Safari in February 2019 but, to be honest, we first wanted to be out of East Africa before we publish this review. We know that these Tour Operator have a network in East Africa and at that time we were still afraid of consequences posting a negative review about them.
I guess this shows every reader how strong the threat to us felt.
So please, do not book with these people!!
US
65+ years of age | Experience level: first safari
Operator Sandi died taking our deposit.
Took our deposit for 10 people and did not pay the tour in Tanzania. We tried to get a refund for months. Many crazy stories from Sandi about Bank, hospitalization, etc. Now she is dead?
ES
20-35 years of age | Experience level: first safari
Worst travel experience of my life due to Martha
I do not recommend orongai safaris. We booked for a 5-day safari un Tanzania during calving season. We asked to different agencies for prices and orongai offered us the best price for the trip we desired. We closed the final budget in January and we paid for the 30%. One week before the trip they changed the budget and added another 650$ pp. We tried to explain to Martha (that managing director of orongai) they couldn't do that. It was imposible to communicate by mail or phone with her, her messages were inconclusive, full of missenses. We told her we wouldn't pay the extra amount and she just responded: "see you on Saturday please". So we did the biggest miskate, we flew to Tanzania. Once there she insisted on the extra 650$ pp. Arguing with her is totally imposible. The Spanish ambassy put as in contact with Angel (from Itaka safari which I deeply thank) who came to try to help us. The night finished in the tourist police with Martha and angel. We finally had to pay 200$ pp extra and changed from a luxury safari to a midrage. Orongai sent us to tented camps were, some nights, not even the showers worked or we couldn't charge our cameras over night. Even if the safari itself was spectacular, Martha put us through one of the worst days of my life. By the way, Fred was a very nice guide while Asseri wasn't. He never put the Jeep in a good place for pictures, had a poor communication with us and barely told us any interesting things about the place or animals. Please stay away from Orongai, there are plenty of tour operators working much better!
CH
35-50 years of age | Experience level: first safari
CAREFUL! This company, despite written and verbal confirmation, has not refunded my money!!
AVOID BOOKING WITH THIS COMPANY!!!!
CAREFUL! This company, despite written and verbal confirmation, has not refunded my money!!
ES
35-50 years of age | Experience level: over 5 safaris
A genuine fraud. He stole our money. Danger!!!
We booked a 16 day safari from Kenya and Tanzania with an end in Zanzibar with this tour operator whose manager is called Aidan Lucas. We paid for the safari more than 4000$ pp. The most incredible thing is that just a week from starting my safari in Nairobi, the manager (Aidan Lucas) tells us a story that his bank blocked the money and could not pay the hotels or anything even though we sent him the money 30 days before the start of the safari to close all the reservations and he replied at the time that everything was ok and even sent us vouchers from each lodge with all bookings (We have the vouchers of reservations). All was false!! He didn´t pay anything. We have the vouchers of reservations. He asked us for $2,500 more to pay Kenya’s expenses and once in Tanzania he would pay us back without fail. Bullshit. It was all a lie. When we arrived at the Tanzanian border in Namanga he did not have the money and we had to report him to the Arusha police and the police proceeded to arrest him. We have proof of the complaint and the name of the arresting officer. The next day we started our safari in Tanzania by visiting Serengeti and Ngorongoro and guaranteed us at the police station that everything would be ok. It’s a new lie! When we got on the road the guide told me that we had to pay for the gasoline since the manager (Aidan Lucas) did not give him a dollar to pay for it nor to pay for the entrance to the parks. We had to pay from our pocket all this and, to top it all off, we had not paid for the lodges either. Nothing. I don’t pay anything even though I sent him the money by wire a month before starting the safari. We had to pay all cost ourselves. Neither I pay the flight to Zanzibar nor the accommodation there. A scam in full rule. We knew that Tanzania is one of the most corrupt countries in Africa since it is not the first time there. You get that there and you are left helpless. We exposed our case to UNIPOL and the TATO (Tanzania Association of touroperators) in order to expose a complaint against this tour operator and this person so that he does not deceive more people.
35-50 years of age | Experience level: 2-5 safaris
Terrible touroperator!!
We contacted this tour operator for a 3 day safari in Chobe and it was a real disaster. The 4x4 was in terrible condition and left us stranded several times; camping tents were awful and super old. An experience to forget.
20-35 years of age | Experience level: over 5 safaris
Poor customer services and coordination of events
good marketing of their events. The problem is that they dont respect their clients. Had a poor experience with them and the management team did not live up to my expectations.