NZ
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.
20-35 years of age | Experience level: 2-5 safaris
Worst service at Addo Elephant Park
We arrived with no water at our accomodation and still had no water when we checked out. The park did not even have the decency to inform us of the problem let alone deliver a bucket of water for toilet use. We ended up having to go with bottles to reception to fill up so we could flush our toilet and at least wash our faces and brush our teeth last night and this morning.
This is disgusting for the amount you pay to stay in the park.
We won't be using Addo again.
i had no experience because i had to cancel and couldnt go
i phoned one of the operators and tell her i have to cancell due to circumstances and she said to me that they cant refund me but what i can do is making another booking within one year and i must try to book outside school holidays. When i tried to make another booking they said that i didnt make a booking within a certain time and now i have lost my money. i talked to Pascal and he said he will come back to me but nothing happened , the lady said that i have one year to make another booking and not within a certain time. thanks for all the effort
IN
35-50 years of age | Experience level: 2-5 safaris
Review about Damaraland by Anil Sunkara
May be the location we stayed was away from the actual action . so we hardly did anything there.
BR
20-35 years of age | Experience level: first safari
Company Closed? No response from Themba Tours
I've discovered Themba Tours in the Safari Bookings website. Last Monday Nov 16th, I have booked a 3 Day Safari with Themba with consultant Wayne. Since then no response from the company anymore. I've tried email, telephone and skype. Luckily they did not complete my payment though. I believe the company was closed. Other users complaining in the Trip Advisor as well. Be aware!!
20-35 years of age | Experience level: 2-5 safaris
proposed mount kilimanjaro climb
I was quite happy to use Kibosho to climb Mt Kilimanjaro this month but I had to have heart operation and my colleague wrote to them requesting information and they did not bother to respond. I too wrote to them without a reply. I am still not recovered and on recovery will continue my intended trip with friends and may use their services if they will reply and keep the lines open.
50-65 years of age | Experience level: over 5 safaris
An artificially bloated tour designed to impress gullible foreigners.
Change of itenary well communicated but too late to make any alterations. Ground staff very eager to receive cash money for tour upon arrival. (?)Tents pitched in sun - lopsided port-a-potty attached. Long boring time between activities. Food very colonial, old fashioned and overdone (sit down, rushed, 3 course meal with no reference to Africa). Contracted guide (Andrew Smith) excellent, but should refrain from calling his guests "know-it-all's"
US
35-50 years of age | Experience level: 2-5 safaris
Worst tour company experience I have ever had - steer clear and save yourself a headache
So I don't even know where to begin. Stay as far away as possible from booking with this company. This was the most upsetting and stressful experience I have ever had traveling abroad and we travel to a different country every other year. I am a well seasoned traveler and this is by far the worst experience I have ever had! Steer clear!
I have been long dreading writing this review but I feel that if I don't, I would be partially responsible for another traveler to have the same terrible experience that my husband and I did. In a nutshell, we booked our tour almost one year in advance, everything we were promised/told we would get - we only got half of it, our trip was re-arranged to accommodate another couple but the problem was were staying at different locations - one was up to 52 km away, were downgraded everywhere we stayed when our "places were booked" (we payed for 5 star but got 2 star), in the end we were not offered any type of consolation other than endless promises during our trip and a "I'm sorry", and the communication with our operator was terrible since he never told us any of our places were "overbooked" until it happened and we had to call him... the list goes on. Our guess is that he spent our money and used it on other people. We were also told we could pay by credit card for the remainder of our trip upon arrival but we were forced to go to a bank instead to take out money (which cost us money too), and we paid for our the remainder of our trip using our credit card as the tour progressed around Tanzania. Very unprofessional!!!!
Let's start with our arrival day. Flying from US to Africa was a long trek, upon arrival we were greeted at the airport by a gentleman holding up a sign with our names on it. As everyone is loading up in their professional safari van's with logos on them, we were directed to a small toyota corolla with no room for our luggage because the driver had a large subwoofer in the trunk. No biggie right? We just put our luggage in the car - but oh yeah, we were also waiting for two additional people who would be sharing the car with us. Now where and how do you expect to fit four people in a toyota corolla with at least four pieces of luggage?? After about an hour at the airport trying to arrange our luggage, we ended up with some luggage on our laps, including the driver's subwoofer while my husband sat in the middle of the back seat. Oh yeah, did I mention the trunk was broken? That was why it took us almost an hour too - we were trying to tie his trunk shut with a scarf. So off we go to our hotels - or so we thought. Our driver was very nice but spoke almost no English at all - and he was not the "representative from the company" that was supposed to meet us, he was a hired taxi driver. So the first couple gets dropped off at their hotel but it was not the hotel they were supposed to be staying at and paid for. It was a downgrade and they were told "This is where I was told to drop you off." Next we were driven around for almost 2 hours, at 11 o'clock at night, and told that he did not know where our hotel was but we were not staying at "Kibo palace". We were staying somewhere else and he had never been to that hotel and did not know where it was. He gets on the phone with somebody by the name of Peter who tells him how to get to the new hotel we are supposed to be staying at, and the driver still couldn't find it. Who the hell is Peter? I tell him to get this "Peter" on the phone and I find out that Peter is not even a representative with our company but with a different company entirely. Oh, but Peter is friends with our hotel owner/operator. Peter tells us that this hotel is much nicer ( what a load of crap that was). In the end we were taken to a downgraded version of our hotel, even though we paid for something more expensive Don't you think the owner should have contacted us prior to our arrival date and let us know that we weren't staying where we paid to stay? For someone traveling from the USA to visit Africa and then while in a taxi, be driven around and told they are not going to the hotel they were told they were is a bit nerve-wrecking and scary. Needless to say the lack of communication is very unprofessional on the company's end. What happened to the extra money we paid for the nicer hotel? But wait! It gets better...
Day two, we meet with Julias, the owner of the company who tells us that our 5 star hotel is booked because the UN was in town and they get to bump whomever they want at the hotel regardless of whether or not the people have reservations. (We later found out that this was a lie and our tour operator/owner never booked us there to begin with!!!!!) So we were able to get one night at the nice hotel we paid for - at this time we are told that the lodge we were supposed to stay at in the serengeti burned down and we were being upgraded to a luxury tent camp. The problem is that the lodge burned down 8 months before we were supposed to start our vacation. You would think the owner/company would have told us or asked us where we wanted to stay instead?? When we told him we did not want to stay in a tent camp we were told we had no other options because the other lodges were more money than what we paid for. Don't you think at this point we deserved an upgrade, and why is this issue our problem?? We decided it was out of our control and went with the only choice we were given. So we drive all the way from Arusha to the Serengeti (now the trip is being done in reverse too, to accommodate a couple from China who booked their trip 4 days prior). When we get to the Serengeti we find out that the couple on the trip with us is not staying in the tent camp the second night, but rather at a nice lodge which was 52 km away on a bumpy road (1.5 hr drive each way for our driver). So we had to end our game drive early that day so he could drop US off and have time to get the couple to their lodge. Then he has to drive back to pick us the next morning. During this time in the Serengeti we met another couple who were having the exact same experience we were having with the same company.
The next few days go as planned (other than our driver not being given enough money to cover our trip and we have to foot the bill by credit card and get reimbursed). Then we get to another bump in the road. We return to Arusha to find out that we are receiving a complimentary downgrade and we will not be spending our last two nights in the 5-star hotel that we were promised we would be staying at, and that we paid to stay at. Noooo - we are staying at a place that is a lot less nice, the food was terrible, we had no A/C and brown water coming out of the shower. All the owner can say to us upon our arrival to this hotel is, "I have bad news." Surprise!!! This owner has not had ANY good news for us during our entire trip! He tells us that our hotel was booked and we will be staying at a different hotel (the downgrade). He apologizes and offers to make it up to us by offering a free tour of a Massai Village for the next day. At this point we are tired, sick and tired, of all the surprises and "let-downs" and we just want to leave. We tell him that we do not want to go on a tour but appreciate the offer. He asks what he can do to fix the matter and tells us he is concerned about getting a bad review. but rather we would like a partial refund. He of course ignored that notion. We asked him about the price difference between the two hotels and he tells us the one were staying at was $30 less per day. We told him he owed us $60 for the two nights we were "downgraded". In the end he gave us $60 back. This would not have happened if we did not ask for it so he was going to keep the extra money we paid for a much nicer hotel.
Stay as far away from this company as possible - it is not worth it!
US
50-65 years of age | Experience level: first safari
August 2015 Safari with Eastco – Issues and Warnings
My wife, Robin, and I recently returned from a 22 day (Aug. 6 – Aug. 27) northern circuit safari arranged through Eastco. Being our first time in Africa I would like to thank all of the contributors here for the information they provided while I trolled around the forums researching and planning our trip. I’ve been waiting to post this review while negotiating a refund with Simon King, owner of Eastco.
First let me say that the Tanzanian people are wonderful to be around and the parks and animals are truly amazing. We never once felt unsafe or threatened in our travels. I believe our guide James was outstanding, not only did he find a ton of animals for us but he also imparted a tremendous amount of knowledge to us. He is also just a great person to be around.
While we did have a “Trip of a Lifetime” we both feel that it was in spite of Eastco and not because of them. The only good thing we can say about them is James. He was put in some tough situations by Simon and worked hard to get us the best experience possible. We booked with Eastco because Simon said he could provide everything we wanted in our itinerary and get us into the accommodations we requested while the other providers we talked to were hesitant on some things. Back in 2014 when we started the booking process there weren’t as many negative reviews of Eastco as there seem to be now. After going with them for our safari my advice would be to find another company to book your trip through. The people, parks and animals of Tanzania are a given while the tour operator should enhance your experiences; however the failures by Eastco added stress into our trip. I only wish I could recommend James as a guide separate from Eastco.
Here was our final itinerary as negotiated and agreed upon with Simon.
day 1 - Evening arrival Arusha (jro) w/ overnight African Tulip Hotel
day 2 - Explore Arusha with EastCo Guide w/ overnight African Tulip Hotel
day 3 - Morning drive to Tarangire, afternoon game drive w/ overnight Tarangire Safari Lodge
day 4 - Morning, afternoon game drive, Tarangire w/ overnight Boundary Hill Lodge
day 5 - Morning Maasai visit Tarangire Conservation Area, afternoon game drive Tarangire
Night game drive Tarangire Conservation Area w/ overnight Boundary Hill Lodge
day 6 - Morning walking safari, Tarangire Conservation Area
Afternoon drive to Babati for canoe ride on Lake w/ overnight White Rose Guest House
day 7 - Day Trip to Kolo rock art w/ overnight White Rose Guest House
day 8 - Morning, afternoon cultural visits Babati (TBD) w/ overnight White Rose Guest House
day 9 - Morning drive to Mto Wa Mbu, cultural walk around town w/ lunch
Afternoon drive to Lake Eyasi w/ overnight Tindiga Camp
day 10 - Morning Hadzabe visit, afternoon Datoga visit w/ overnight Gibbs Farm
day 11 - Late morning drive to Ngorongoro, hike in Conservation area w/overnight Sopa Lodge
day 12 - Early morning Ngorongoro Crater Game Drive
Afternoon drive to Serengeti Seronera valley w/ overnight Kati Kati Camp
day 13 - Morning, afternoon game drive Serengeti Central w/ overnight Kati Kati Camp
day 14 - Morning, afternoon game drive Serengeti Central w/ overnight Kati Kati Camp
day 15 - Drive to Serengeti Mara w/ overnight Serengeti North Wilderness Camp
day 16 - Morning, afternoon game drive Serengeti Mara w/ overnight Serengeti North Wilderness Camp
day 17 - Morning, afternoon game drive Serengeti Mara w/ overnight Serengeti North Wilderness Camp
day 18 - Morning, afternoon game drive Serengeti Mara w/ overnight Serengeti North Wilderness Camp
day 19 - Drive to Lake Natron through Klein's Gate w/ overnight Lake Natron Camp
day 20 - Morning Fossil footprints, flamingos on Lake Natron
Afternoon drive to Tarangire Conservation Area w/ overnight Naitolia Camp
day 21 - Morning walking safari along Sand River, w/ overnight Boundary Hill Lodge
day 22 - Morning transfer to Arusha, dayroom at Arusha Hotel, afternoon transfer to jro
Here is a short list of what failed to meet our expectations or didn’t happen according to our itinerary.
day2 - Simon showed up late at the hotel for final payment, after which he called to let James know to
stop by and pick us up. We didn’t get started exploring Arusha until almost noon.
day4 - Charged for additional (Un-purchased) Tarangire entrance permit.
day6 - Accommodations changed without notice from the White Rose Guest House to The Winners Hotel.
day7 - Accommodations changed without notice from the White Rose Guest House to The Winners Hotel.
day7 - Accommodations changed without notice from the White Rose Guest House to The Winners Hotel.
Cultural visit in Babati consisted of a walk around town.
day9 - Eastco made no reservation for us to stay at Tindiga Camp.
day10 - We had to pay Tindiga Camp fee ourselves even though we had already paid Eastco in advance.
Range Rover broke down and we were delayed for a few hours.
day11 - Accommodations changed without notice from Ngorongoro Sopa Lodge to Wildlife Lodge.
We had requested the Sopa Lodge specifically to allow an early morning start into the Crater.
Eastco booked us into the worst room at Wildlife Lodge, directly under the dining area so we
could hear all the chairs, tables and people moving about right over our heads.
day12 - No early morning start into the Crater as Eastco didn’t pay for the permit until after 10:00.
We didn’t enter the Crater until 11:30 and were leaving by 1:30 including a lunch break. We
only had 1 ½ hours in the crater an then because of the late start it was a mad dash to get out
of Ngorongoro Conservation Area on the one 24 hour permit.
Charged for additional (Un-purchased) Ngorongoro Conservation Area entrance permit.
Acquired Serengeti permit good for only one 24 hour period instead of all seven planed days.
We specifically requested at the tented camps to be at the far end of the row away from the
main gathering areas. We were put in tent number one right next to the dinning tent.
day13 - Returned to airport twice to extend Serengeti permit for one extra 24 hour period
because the first time there was not enough money on card.
day14 - At lunch we were told that we would have to go back to camp, pack up and change camps
because KatiKati was full and Eastco had only booked us for two nights not the three that we
paid for. Only the efforts of the camp manager allowed us to stay, Eastco would have made us
move. We both felt that the camp manager was working harder for us than Eastco.
Returned to airport to extend Serengeti permit for one extra 24 hour period.
day15 - On the drive to the Mara area we were told that we didn’t have a place to stay yet but they
were working on booking two nights each at two different camp, not the four nights at
Serengeti North Wilderness Camp like we had paid for. This meant an extra move in between
camps. We stayed at Savanna Mara Camp.
Stopped at the airport to extend Serengeti permit for one extra 24 hour period.
day16 – Accommodations changed from Serengeti North Wilderness Camp to Savanna Mara Camp.
Returned to airport to extend Serengeti permit for one extra 24 hour period.
day17 - Had to pack up in the morning because of the change in camps.
Accommodations changed from Serengeti North Wilderness Camp to Kenzan Mara Camp.
Put into tent that smelled like it had a sewer leak.
Returned to airport to extend Serengeti permit for one extra 24 hour period.
day18 - Accommodations changed from Serengeti North Wilderness Camp to Kenzan Mara Camp.
day20 - Range Rover broke down and was not fixable. We were stranded beside the road for several
hours until a friend of James showed up to drive us onto our next destination while he
stayed with the vehicle in order to get it repaired.
day22 – When James arrived to take us into Arusha the Range Rover had a broken motor mount so
we had to drive very carefully back to town.
Eastco did not book a dayroom for us at the Arusha Hotel that we paid them for in advance.
Simon was “out of town” and unavailable for a review of how our trip went or to reimburse us .
We feel one of the biggest failures was not being booked into the accommodations we requested and paid for in advance. This was one of the very reasons we chose Eastco because Simon said he would put us into the places we wanted to stay. By the end of the trip I got the feeling that they were waiting until the last minute to book our camps and trying to get the cheapest place they could find. It would explain why we almost got kicked out of KatiKati Camp, didn’t get into Wilderness Camp, Ngorongoro Sopa Lodge, the White Rose and in general got such bad rooms and tent locations. We paid deposits more than a year in advance to reserve these locations and specific dates with payment in full being made before leaving Arusha so there is no excuse for our accommodations being changed without warning. Of course, worst of all was having to pay twice at Tindiga Camp. We paid Eastco in advance and then we had to pay again at the camp because of Eastco’s nonpayment. Not only that, but we paid Eastco a markup for the privilege of paying twice. The uncertainty of where we would be staying each night definitely added stress into our trip.
Another big failure, there was never enough money to pay for entrance permits. Again it seemed to be a day to day thing even though we paid the total amount to Simon in cash. This meant that we only got to spend 1 ½ hours in Ngorongoro Crater and while in the Serengeti our days were arranged around daily trips back to the airports to renew our permit. The constant permit renewal situation, never knowing if we were going to get into or be able to stay in a particular park just added a little more stress. Eventually we began questioning what experiences we were missing because of the frequent airport stops.
Now a few words about the general condition of the Range Rover we were in. But first let me say that I grew up in rural Oregon in a small logging town so I know what beat up trucks are like and what rough roads can do to them. I have ridden in and driven them my whole life. That being said, this vehicle was in terrible shape and ill equipped to send paying clients out in the bush for an extended trip. It only had one spare tire, no radio, no air conditioner and no shovel or any other recovery equipment. While the tires did have decent tread on them they were street tires not traction tires. Two of the four doors didn’t open properly and neither did the tail gate. The weather seals around the doors, windows and tail gate were all in bad shape. This allowed dust to flow into the interior and coat everything inside including us, not to mention the constant rattling. The motor was so worn out that it had no power when pulling up even the smallest hill and the shocks were so weak that they could not control the wheel bounce on the wash boarded roads making for some long and rough travel days. I know this might sound like a lot of nit picking, but you spend the majority of your time in the vehicle so its condition is important.
We first started noticing that every time there was a small hill the Range Rover would lose power, slow way down and a huge amount of black diesel smoke would pour out of the tail pipe. This became acute climbing up Ngorongoro from Karatu and then out of the crater the next day and it only seemed to get worse as the trip went along. I really didn’t think it would last the entire trip.
We had two break downs, the first occurred on the way back from Lake Eyasi to Karatu on Day10, one of the water hoses sprung a leak and the motor began to overheat. After some time James was able to make a bush repair and we were able to limp into Karatu where he fixed it properly the next day.
The second was on Day20 when we drove from Lake Natron back to Boundary Hill Lodge. Just after passing through Mto Wa Mbu the front pinion gear ate itself and locked up the differential. We were stranded along the road side until one of James’s friends came to take Robin and myself on to Boundary Hill. We didn’t see James again until the morning of Day22 when he showed up to take us to the airport. However as we loaded up James informed us that the Range Rover now had a broken motor mount so we would have to take it nice and slow on the way back to Arusha. We feel very lucky the breakdowns didn’t happen far out in the bush because that would have left us stranded for much longer periods of time than we were.
Our biggest disappointment was that Simon didn’t feel it was necessary to contact us once while we were on the trip to explain what was going on, nor did he feel compelled to meet with us afterwards. The uncertainty of Eastco’s multiple failures added so much stress to our trip that it made it difficult at times to enjoy the incredible places we were traveling through.
Upon returning home I’ve been in email contact with Simon and negotiated a refund payment of $800 for all the things we were charged for but Eastco didn’t deliver. It’s been over a month now and all I get from him is one excuse after another. At this point in time I feel that I will not receive compensation for the over charges and forced double payments. Simon will tell you want you want to hear when you are planning a trip but he doesn’t feel obligated in any way to deliver what he charges for. After considering everything that happened to us on our trip we feel that he is dishonest and someone we would never do business with again. If you have booked a trip through him good luck, if you are considering using him, don’t.
US
THERE ARE NO KHOI SAN PAINTINGS IN THE PARK
THERE NO KHOI SAN PAINTINGS IN THE PARK! REPEAT: THERE ARE NO KHOI SAN PAINTINGS IN THE PARK
On the morning of 22 January I stopped at the reception office at the Golden Gate Nat'l Park to inquire about hiking to see Khoi San paintings in the limited time that I had before having to return to Johannesburg that day. I specifically mentioned to the young woman working the front desk that I was there to see Khoi San paintings and not in spending time on other activities in the park since my time had run out. She advised me to go to Echo Ravine to find them and gave me a map to help me get there. Another couple hearing our conversation also took note, and all of us hiked up to Echo Ravine in search of the Bushmen art. Unfortunately, we were quite disappointed when we made it there to find that there were none, and I hiked back to the reception office to make sure that I hadn't misunderstood our instructions. I was then told that there were none, to which I kindly asked for my money back (210 rands) to be returned. I was refused by her manager, Norman Mudau, who took my name and number down in an attempt to quell any further complaints.
The exorbitant entrance fee of 210 rands ($17 USD) assessed on foreigners (4x that for South Africans) would be well worth it if the paintings were there or If one had a full day to spend at the park. But in my case I was misled into believing that I could find them and wasted my last remaining time in South Africa on a fruitless endeavor, when I could have traveled instead to Kiara Lodge to successfully find them.
Norman Mudau and his associate should learn to practice better customer service in the future. Their treatment of me that morning made my trip to South Africa end on unnecessarily sour note, which is regrettable since the remainder of the trip was about as perfect as one could imagine.