US
Deceitful itinerary and negligent for luxury 2 week Kenya/Tanzania safari
Avoid this company so your safari experience is not destroyed.
We’ve traveled considerably. We’re fully aware of expectations, flexibility and the unexpected. As such, we were meticulous in detailing what we wanted and expected, from the type of camps, guides, transfers, and experience. We wanted to enjoy upscale tent camps, very good English speaking guides, private transfers, all services from one company, and No requirements to do any business during the trip or need to be online or on phone. We were upon a once-in-lifetime time period where we could disconnect and thus take an extended safari trip. We’ve wanted to do this trip for some time and the opportunity finally arrived. We discussed and stressed this factor with Peter numerous times as we wanted to make sure he took the planning of our trip very seriously. Thus what transpired was not any over-expectation . . . it was pure non-delivery of what was promised and paid for.
Like some other posts, yes, there were initially quick responses from Peter. After he secured our payment, it diminished drastically to non-existent. What we were given is what Peter documented to make the sale. After he received the funds, I sensed a difference in the communication but kept optimistic. During our trip he did not step in to address issues, leaving it only to the guides to make attempts, which in turn distracted them from being our guides!
For those of you time-pressed with planning your trip, following are some key points. Beyond are more details regarding them.
1. Itinerary pace and feasibility were wrong, throughout the entire trip.
2. Swift company (Peter) did not assist when issues arose.
3. Guides had to adjust and ourselves re-evaluate itinerary daily vs relax and enjoy.
4. Transported frantically, often at high speeds, vs itinerary’s quoted ‘leisurely’. Much body bracing en route, concern and anxiety.
5. Missed game drives as route was covered quickly vs itinerary’s ‘Drive slowly with game drive en route’.
6. 4x4 vehicle provided for Tanzania portion (50% of trip time) was unsafe, dirty, bad order, and uncomfortable.
7. Tanzania guide was consumed with addressing vehicle replacement issue and thus left us with a non-participative, un-focused guide.
8. We were kept captive for hours in a remote, hot, dusty parking lot. A vehicle swap arranged by our guide was mismanaged and guide syphoned out gas from primary vehicle, refusing to reload and continue. A day of our safari was taken away.
9. A guide who did not speak English that well, did not put the client first, and did personal or company business en route.
10. Panic and stress as Lost!! in the Serengeti! …and with a timeframe to catch a flight!
11. Illegally transversed country lines of Kenya & Tanzania
There are many aspects to what transpired but basically the unravelling started right before leaving. The night before leaving I happened to read travelers need a passport-size photo for visa at Tanzania border. We were not told this and I quickly tried to connect with Peter. After much back-and-forth, he couldn’t confirm photos were necessary or not. What?? How could he not know?? It’s his business/work. So we had to rush to a photo place on our way to the airport. Also, on the day we’re leaving, he realizes he didn’t have our flight information (uncommon for me to not have already given). How was the guide to know when to pick us up? In the process of this discussion, he then advises that the guides designated for us are not available. What?! We’re about to embark on 2-days of solid travel just to get to destination and my red-alert alarm is ringing in my head. But trying to stay optimistic, I look forward to the experience and getting that disconnect from business/work, as we had done all the upfront preparation. Wrong!
We arrive on time and get settled in the safari vehicle. Before leaving the airport, our guide advises that Peter needs our travel insurance information. Peter fully knew all business was to be done before the trip! It will have to wait until we reach camp, a 3hr transfer, per Peter’s itinerary . . . that took 5 hours! We barely made it for lunch, getting only the last remains of what was left. We then change quickly as our first game drive is about to start. On the game drive, Peter calls the guide to ask us for our travel insurance, as I’m trying to take photos and be on holiday! I stop and dig through my backpack, with hopes we can then fully start the holiday mindset.
However, while our Kenya guide Ezekiel is good, speaks English very well, and is commendably professional, Peter’s itinerary is incompatible. Time frames, like the 3hr that was really 5 hrs commute to first camp, are unrealistic. Commuting round-trip to where the animals are, even to get outside of camp gates or a reserve’s gate if camp is outside, can take 1/3 to almost ALL of designated time given for game drive. There was one camp in Tanzania that took +1hr just to get TO the reserve gate. That’s about 2 ½ hrs round-trip commute… and going fast! I thought I’d lose some teeth fillings as we jigged-jagged in/out/around all the potholes/terrain to get to it. An itinerary with camp breakfast - game drive – camp lunch - game drive was not logical, of which Ezekiel fully agreed. He suggested doing packed lunches. And to get a good start on an AM game drive, when animals were more active than in mid-day, many times it didn’t make sense to have breakfast at camp either. So there went another factor discussed with Peter . . . enjoyment of the camps. How can we enjoy them if not even there?? With a logical itinerary, we would not have invested that much money into those levels of accommodations. It was evident the itinerary Peter created was to visually give us what we wanted in order to make the sale. Now it had to be re-evaluated. All the time working with him on the itinerary was for naught, and now our once-in-lifetime holiday with business/work free-zone, another factor, is destroyed!
Transferring in Tanzania, guess what? You don’t need a photo for the visa! Unnecessary anxiety and waste of time getting photos pre-arrival. Our next guide was late, didn’t speak English that well and to our horror, the vehicle he brought was so sub-par that we had to call Peter on the spot. It was very small, had bad order, no handles for stability, no working radio…not type we discussed and confirmed with Peter, even by photos! he sent us. Ezekiel fully agreed that the situation had to be resolved and spoke with Peter as well. As there was no replacement car there, we had to continue to next stop. In process, we find that this is not Peter’s vehicle or guide but a sub-contractor (of which the boss is also Peter). We are to meet someone from sub-contractor in transit to camp to resolve. We believe Peter (of Swift) is resolving this issue with them while we’re in transit, so we try to be patient. Only to find out we need to go deep into a city and stop in a parking lot. Water was brought to the car, as it was not stocked as should have been, and the company is now doing paperwork amongst themselves and stopping by a bank for funds . . . while we spend our time in a hot parking lot! And then we’re told there is no swap of car and they can’t do so until after weekend!!
Worse, over the next few days no one is doing any resolving besides our guide who spends most of his time on his cell phone while driving, trying to get a different car, than being a guide. We get little insight or commentary on game drive. Sometimes we just sat in remote places because it’s where he could get cell phone connectivity! We are trying to get business out of head but his cell phone and discussions continuously make that impossible. Our camp owners see our itinerary and as well inform that time frames amongst destinations are unrealistic. Nothing is comfortable as we depart early or arrive late at camps, sometimes not even getting to freshen up as we’d miss the meal.
To get a vehicle swap, we’re told it will happen in transit to the next camp. 50% of our Tanzania trip is done, but the swap does need to still happen. Strangely, we go very slowly but at least our guide is now pointing out some things, albeit very small items (bird, plant) as if seeking to find something to show. We left at 11am for 2hr transfer to have, per itinerary, “ a leisurely lunch” at next camp. As its 12:30pm, I mentioned to guide we’re looking forward to this and he advises it’s another 2hrs! There is nothing leisurely NOR has camp enjoyment been in this situation! But it gets worse . . . allot worse.
When the guide pulls into a large dusty parking lot, at some junction point, he says the car, will be here in 20 minutes. Unbelievable. We anticipated it would be waiting for us. We go sit in a dirt floor open café/restaurant and our guide walks away. 30 minutes later we go looking for him and find he’s siphoning the gas out of the current car to transfer to the next one. We ask where’s the replacement car .. another ‘20 minutes’, we keep getting told repeatedly. Our guide leaves us several times, and there are many men hanging around in this area and we’re two foreigners (angry ones, at that) sticking out like sore thumbs. We call Peter via our phone (our $$$...and again business). He seems unaware of the situation! and is depending on us to relay status updates. We’re hungry, hot, dirty, no seating, concerned for our safety, feeling like hostages, with wind tunnels whipping sand on us . . and again in a parking lot! Peter does not resolve the issue nor make anything happen. I inform him to call camp, to have a cold lunch waiting for us . . he doesn’t even think of that! We try to get our guide to refuel car and do car swamp on his own time but he refuses. Many times we didn’t even know where the guide was, of which Peter informs us that it is illegal to leave us alone. Oh really?? Thanks for the update, concern, and assistance!
We arrive at camp near dark, basically a full day lost, with the cold lunch still waiting for us. We had a small bite as so hungry but now risk spoiling dinner. We talk with camp leader as we’re so doubtful of itinerary, using up our free/relax time having to do business. Again, camp leaders give confirmation that next timeframes are way off too. Our next “leisurely transfer with game drive en route” is at such a high speed that we cannot do a game drive. And at this next location, over 2 days our guide had some sort of business to do and we ended up waiting in Another parking lot two different times, backtracking areas we already traversed vs covering new territory. Our holiday, what we paid for, should not be wasted by another.
Well, let’s just say the atmosphere, all the hours in the car and spent with the guide, are far from stress-less. The guide even got a jovial/laughing phone call, delaying our departure from a site, and then tells us that it was the guy who delivered the swap car. Guess they think it was all a joke? Our time, money, holiday, safety?? We asked for a guide replacement but Peter made no effort to accommodate.
The commute back to Kenya was scary, unlawful, and of course, you guessed it, timeframe unrealistic. While the itinerary stated we’d leave after breakfast, we left so early, in the dark, we had a cold box take-away. Who spends so much money for high-end accommodations to have yogurt cup and a juice box?? The guide had never done this route he was going to take before, which he adjusted in order to try to meet Peter’s unrealistic timeframes, as we had a plane to catch. He did high-speed, crazy driving through the terrain (oh, so much for eating breakfast en route!), got lost, unknowingly crossed over the boarder recognizing this only as we sat there looking at junction signs (when we finally got back on a road) and, fortunately we had a map and phone GPS, trying to figure out where we were (ah yeah, forced to do business again if going to make flight), completely back-tracked, broke up a potential migration crossing (sure all the trackers across the river weren’t happy with our vehicle speeding through). And yes, by all the crazy driving the past 3 days there was a roof-top bar that broke making past game drives scary.
The border office process seemed uncertain to our guide and we had to take a man & child, somehow associated with the contracting of the vehicle, along the rest of the way to the plane’s landing strip.
We were grateful to see Ezekiel again when we arrived back in Kenya (I believe he works independently and wish him all the best!). He handled our last 2 ½ days well but again, having to adjust Peter’s itinerary and assist with further mishaps. Peter, who insisted we needed to decide prior to trip if we wanted to do a Sun Downer excursion at last camp, of which we did reserve, didn’t reserve with camp so we were unable to do it. Peter should make sure his guides can stay with clients all the way to end. When taken to airstrip for Nairobi return, we were left alone as Ezekiel needed to head back to Nairobi via car. Our plane was very late and there was no one to consult with to know if it would or would not be coming, and if the latter, what were our options.
Peter did not meet us in Nairobi, at the airport, nor hotel, nor pre departure. We addressed these issues, and more, upon our return. As a onetime bad situation can happen (and unfortunately to us) we came to an agreement for retribution. Less than we thought it should be, Peter over-simplifying the problems and their impact, but still some acknowledgement for the wrong done. Unfortunately, and again a break of trust, Peter was very difficult to connect with from then on. When making the itinerary and pre-payment, he was available daily or following day. He stated he did not go on safari but in office. Now it would be multi-days to week(s) before getting a requested reply. He promised a retribution date and we gave him all our information. When the time came, he made no payment and no communication. Neither did his ‘Directors’, if they even truly exist, whom were included in communications. We believe he thought we’d just forget about the wrong.
We take travel too seriously to feel someone has the right to waste it for another. Therefore, we do not want yours to be wasted. Please take heed. We have given him over ½ year to resolve, extending retribution date multiple times, and when we do get communication back, it’s always with another ‘reason’ and asking us to be patient . . . when he doesn’t even initially communicate! He really has no intention. As when the first agreement wasn’t honored without any communication or justification, it’s evident now that everything else is just avoidance tactics. Unbelievable, unprofessional and unacceptable. Don’t be fooled by the upfront delivery as there will be no back-end delivery nor support.
A Bad expirience to the most beautiful place Masai Mara
This tour is not what is expected, the trip to and from is terrible, the tour guides are not good, the accommodation is bad. It is a trip that will not make the experience of the Masai Mara memroble.
You do not get what you expect and the game viewing is done in a mini bus that has the roof modified.
35-50 years of age | Experience level: 2-5 safaris
Excellent wildlife and environment, but shameful to one caregiver in the rhino sanctuary.
Excellent wildlife and environment. All staff members are very good and nice, except for one caregiver in the rhino sanctuary.
After being introduced to the rhino sanctuary and taking photos with the rhino (everything happened in 3 minutes), the so-called caregiver kept asking for tips. I gave him 5 US dollars, but he impolitely said it was not enough and demanded 10 US dollars. How disgusting!
DE
35-50 years of age | Experience level: over 5 safaris
Beware ! Achtung!
We booked a safari for three people at a total cost of about $ 6000 in Lilac. We have transferred the sum in advance and simply got nothing in return!
Lilac didn't book any hotels and didn't order any Gorilla Permits. Lilac then repeatedly promised us a refund of $ 6,000, but nothing happened until today. Here is the latest news of Lilac from 12/04/2016:
"Good morning,
Thank you for your below email and sorry for late reply.
Yes. I know of your refund and due to constrains financially caused since our bank went into receivership, we have been experiencing some difficulties which led us even stop taking new bookings until we are able to dispose some of our assets including some vehicles to have enough operating capital. This is also indicated on our website www.lilacadventures.com. We expect to be fully operational in few weeks and also pay you the entire refund inclusive of bank charges you may have been charged.
Again, I am sorry for the delay.Kind regards, Irene
A lot of time has passed without any action from Lilac, except some trivial correspondence (no reservations , no permits , simply nothing). The company only collects money and, in my opinion, doesn't come through on the tours (see other reviews on the relevant portals)! You can assume that every dollar/euro, that you transfer there, is lost!
Avoid them
This company (Clement in particular) are thieves in my opinion. They cancelled our holiday at the last minute at Xmas time and are still yet to refund me over $11,500 (AUS) They as previous writers have said can not be trusted at all.
My name is Steve. Follow the comments on Trip adviser for more terrible experiences with them.
DE
20-35 years of age | Experience level: first safari
Rip off
Doing a safari was one of my biggest dreams. This operator defiantly ruined it. Everything went wrong, but I´ll try to keep it short. I had to pay a 50 % deposit by bank transfer so that a guy sometimes called Donald sometimes Daniel could make a reservation for a hotel. It cost me a fortune and as it turned out: nothing was reserved. I had to share not just a room, but also a bed with the other girl on the tour. Yes, two strangers in one bed! Daniel/Donald stayed in Daressalaam. The driver barely spoke english, but enough to tell us that his boss turned off his phone when we insisted on two rooms or on the pop up roof jeep we booked and payed for. We had to do the safari in a little Toyota. After the rain season the grass is so high that many times you can't see a thing. We never went too far away from the lodge since the car couldn't manage many of the bumpy roads without 4x4. Yes, sometimes we saw animals, but there was no real safari feeling. I am so disappointed. :(
50-65 years of age | Experience level: over 5 safaris
A Terrible Experience ... Sunrise Eco-Tours
We booked and paid for a bespoke Ugandan Safari with Sunrise Eco-Tours scheduled to depart in February 2016. Initially communication with the company was good but as the departure date approached it became very difficult to contact company representatives.
In January 2016 we were advised by a third party that Sunrise Eco-Tours was experiencing "operational difficulties" and social media reports started to appear stating how clients already on tours organised by the company were being asked to pay again for activities, such as gorilla trekking, as well as hotel bills that they had already paid for.
At this point, just weeks before our tour was to commence, communication with Sunrise Eco-Tours became extremely difficult and the company owner, Clement Kanamuguire, when telephoned just terminated the call or stated that he was busy and could not respond to any questions.
We then took it upon ourselves to call the respective hotels, lodges and guest houses in Uganda that we were supposed to be staying at only to discover that there were no reservations for us. We had been emailed previously by Sunrise Eco-Tours to confirm that all our accommodation had been booked. At this point we asked the company for documentation to show that our gorilla trekking permits and our chimpanzee trekking permits had been booked and confirmed. We also asked for an explanation as to why we had been lied to regarding our accommodation bookings. Unfortunately Sunrise Eco-Tours refused to communicate with us and did not provide documentation or explanations.
It was at this point we asked Sunrise Eco-Tours for a full refund of all monies, many thousands of pounds, paid to them as their "operational difficulties" had lead to a breach of contract. They were unable to provide the safari we had paid for.
When it became clear that Sunrise Eco-Tours had no intention of honouring the contract and providing the safari our travel agent, Responsible Travel, identified another company who agreed to create a similar safari for us with only two weeks to go before we were scheduled to depart for Uganda. Sandfield Travel "pulled out all the stops" and managed to arrange transport and guides, book hotels as well as obtain the necessary trekking permits prior to our departure. Communication with them was excellent and the subsequent safari exceeded our expectations
We cannot speak to highly of Rosy at Responsible Travel and Wycliffe at Sandfield Travel ... and would recommend you speak to them rather than engage with Sunrise Eco-Tours.
To date there has been no further communication from Sunrise Eco-Tours in spite of numerous emails and telephone calls. There has been no refund of the any monies paid to them. Caveat emptor!! We certainly learnt a very expensive lesson.
NL
20-35 years of age | Experience level: 2-5 safaris
Not satisfied
Please do not book at Krugerpark.com. We had booked the 3-days Safari. After several email contact we succeed to let them know we will drive by ourself inside the gate to the camp. That was no problem they said. Arriving at the gate we had to pay to enter the gate again (R560) The gate fee was in the package we booked, so we already paid for it. Arriving at the camp, nobody knows about us. There was no reservation. Tried to chat with Krugerpark.com, nobody responded. Then we call them, I couldn't understand a word they where saying because of the bad connection. They called me back and gave a reservation number. (The calles costed me R300) Back to the reception, nothing to find again even with the reservation number. Asked the reception if they can contact Krugerpark.com for us. Finally the found something. Krugerpark.com called the driver and he picked us up finally, already to late for our first game drive. Back in Holland again I started contact Krugerpark.com to get our money back for the gate fee and my telephone costs. Pff not funny anymore, I think I had to explain 10x what happened to the same lady. 3 months later (february), sending several reminder emails I finally got an email that they will refund my money. No it is june and I still haven't received any money.
65+ years of age | Experience level: over 5 safaris
Avoid at all costs
They took our money, they booked nothing, we cancelled, we got the police onto them, no result.
20-35 years of age | Experience level: over 5 safaris
Conned me of my clients money.
In the beginning communication between our company was great.we started incurring problems after we had just paid a deposit of 4000 usd to them ..and they claimed not not have any idea to do with the money.putting in mind we have evidence of the swift transfers this company has refused completely to refund our money. Beware of them they are conmen,we are tossed from one member of the company to another,no one wants to take liability of our 4000 usd.