IT
35-50 years of age | Experience level: first safari
Very bad experience!
We do not feel like recommending this operator: our experience was very bad. Starting with the stay at the Venice Hotel which is an old and dirty facility to continue with a general organization that was completely inefficient and inadequate for the amount spent. The manager pocketed the money and then subcontracted us to another agency without ever providing us with a detailed program with schedules and practical information. Our package included a night inside Ngorongoro Park, a very expensive choice and made to take advantage of the game drive from very early in the morning so we could spot predators. The agency assigned us to a group leaving from Arusha and we had to wait for 4 hours until late 10 a.m., thus sacrificing our safari day. The second night we were changed the lodge from the prearranged schedule without even a warning. Experience not to be repeated.
SG
35-50 years of age | Experience level: 2-5 safaris
Unprofessional, deceitful and greedy Kenyan operator
- We booked a 7 day Masai Mara, Lake Naruku, Lake Naivasha, Amboseli safari with Wildbound Safari from 3-9 August through their consultant, Electine.
- Wildbound Safari is a terrible operator who outsources to other operators, in our case - Jocky tours and does not bother to follow up on the itinerary. Thankfully our guide Joseph from Jocky tours was great.
- There have been multiple hiccups with them right from the start. First, we booked a mid-range safari experience with all Sopa lodges accommodation and paid the 50% deposit weeks in advance. Weeks later, on the actual day of our flight to Africa were we suddenly informed that all our Sopa lodges are full and our accommodation have been downgraded.
- Fine, we accepted that but then again they downgraded us to a tent/ campsite on the last day instead of the hotel that we had paid for. There was no refund of the amount we paid.
- Wildbound Safari also misrepresented and gave us a deceitful proposal with 2 game drives (1 in Lake Naruku and 1 in Amboseli) omitted as we were merged with another tour group who paid US$1,000 less per person than us.
- They then failed to refund us the entry fees for those 2 game drives that we missed which amounted to US$240.
- Wildbound Safari is super unprofessional as when they picked us up at Nairobi airport, Electine gave us the wrong bank account info for us to complete the rest of our payment here despite us checking multiple times with them.
- After our funds were transferred with proof of payment that the funds have left our bank account, they insisted on us paying a double amount to them again through no fault of ours.
- They called our guide Joseph everyday to bug us and we never got a good night of rest, and we were constantly bugged throughout the long car rides.
- Speaking of which, our itinerary guaranteed no more than 6 passengers in a group per land cruiser but they squeezed in 8 people and it was so uncomfortable!
- Their director Duncan did not take any responsibility and instead disrupted our schedule by insisting that our entire group stop by Nairobi to pay them and even go to the bank which is known for ridiculously long queues.
- Duncan also threatened us and said that our accomodation for the rest of the trip isn't booked if we don't pay them again.
- Duncan then also threatened us with police at the airport.
- Basically this has been a shit show for what was my birthday trip and I would never ever deal with them again.
- Deal with them at your own peril. This trip is an absolute disaster!
US
35-50 years of age | Experience level: first safari
Worst , liar and asking money for fuel
I had worst and terrible experience with Mashack tour operator and guide. He is the liar and not trustworthy. He did not pick up at the airport and I was stuck in the middle of night outside of airport. He switch off his phone. They invite new clients to join groups to earn more money. Unnecessary drop off and pick up new clients waste time which impact a lot in game drive. They lied and asking money for fuel. I advise not to go with Mashack tour operator.
20-35 years of age | Experience level: first safari
Kevin is A con man,a liar and a thief
Kevin you should stop lying to people,return our money . Since you lied that you have canceled out Dubai visa which you never applied at all till now,no picking calls,no replies no communication. Have been begging for my own money till now. 32k is not small money you are joking with.
Till you refund my money,I will be here every day to update about your unprofessional behavior of lying and conning people. I demand that you refund my money immediately.
I would not recommend trying this agent, I feel I have been scammed,he has no legit locations,he acts nice before payment,once you pay..he will behave like a round about. No picking calls,he will claim to be travelling all day,he will be busy and far from his laptop if you ask for any evidence of your application.
I wish I could attach messages of evidence.
My advice is that you avoid him!!!!😭😭😭😭😭
US
65+ years of age | Experience level: 2-5 safaris
Unreliable
I was not picked up at the Nairobi Airport as promised. They did not have me stay in proper lodgings as promised.
US
35-50 years of age | Experience level: first safari
Daniel worst rude, big liar
Worst and terrible experience. Daniel big liar. Do not stick with itenery. He told me that he will give professional guide but he lied to me. These people over charge and asking money for fuel. Most of the time no response. They did not pick me up and I was stuck in the middle of nowhere in mid night.
FR
20-35 years of age | Experience level: over 5 safaris
A scandal
Does not realize half of the time of mokoro, 1L of water for 2 for a full day, you had to feed the guide and give him water and will not even say thank you
IN
35-50 years of age | Experience level: 2-5 safaris
The worst customer service and tour planers !!!
I have traveled more than 70 countries and I can confirm that this is one of the worst tour companies. We were in touch with someone named Rose and I believe she’s the MD of the company, she just doesn’t know how to plan the itinerary neither has the basic manners and work ethics.
I would still say our whole trip was good because of the drivers(guides), friendly people in Kenya and we felt safe in this country.
I traveled with my wife and 2 kids(5yrs and 3yrs old) and I had chosen 5-6days private safari in Kenya.
Everyday we had to ask for our lunch(except the two days when we had whole day game drive- the lunch was packed and taken from the camp) and was served after 3.30pm, due to the poor plan of the itinerary.
The first day they were supposed to pick us up by 9am and we had to wait an hour and finally they arrived by 10am to pick us up. Of course I didn’t say anything as these things happen. There were 3 ladies with the driver cum guide and they sounded really nice however the safari jeep was an old one and not so clean. I still didn’t say anything as I believe the condition of the jeep is what matters and I was also in a mindset that the safari jeeps in Kenya are like this! I paid them 4310USD for two adults and they had already told us that the kids won’t be charged in the private safari. The trip started off really well however we had to wait for more than an hour to enter Amboseli National Park. There was some serious confusion going on with the entrance ticket(first the driver asked me to pay as his card doesn’t work and then he said the ticket is with another driver etc). And the worst part is there’s no air conditioner in the jeep and we can’t leave the windows open due to the local vendors surrounding the jeep. Finally around an hour later we entered the park. By now we realised the jeep windows are mostly jammed with no clear vision(due to them being old), the roof top which is kept open for the game drive kept collapsing every now and then(I was fixing the collapsing bar so that it doesn’t fall on anyone’s head) and I could see on the road that the other safari jeeps were all new except ours. We came to know that Safariline defender is a small company with just 3-4 vehicles and they mostly hire 3rd party drivers who come with the rental vehicles. Well this has nothing to do with us as long as we get a good service. On the third day when this rooftop collapsed on my hand(no injuries or swelling as me and my wife quickly supported it) I decided to message Rose to do something about the vehicle. She agreed to send another jeep on the 4th day evening, before entering Masaimara, by then most of our long drives were finished. By the way in this 4 days the jeep had been to the workshop twice, once with us on board near a town in Amboseli and second time luckily after we were dropped in the hotel in Nakuru. The driver himself told us that after us he has another 2days trip and then this jeep has to go for a complete revamp.
We were still happy that we got a new jeep on the 4th day evening and another great driver cum guide.
On the way from Amboseli to Nakuru we were stuck in traffic for more than 30 minutes and the driver said he’s not allowed to use the expressway. It was just over 30 minutes so I didn’t say anything moreover I was tired of complaining!
Now with the new jeep and driver our trip was going well. On the last day on the way from Masaimara to Nairobi we were stuck in city traffic for more than an hour and this driver said the same thing that he’s not allowed to use the express way. When I saw other safari jeeps going through the express way I messaged Rose again and her reply was “yes I’ve not authorised the driver to use the express way“. The fact is they can’t take the monthly/yearly express entry pass as most of their vehicles are from 3rd party however even the one way pass is just a few dollars and they don’t even want to spend it. There was never any apology from her which was fine but now she was being rude in her messages. She even mentioned that she gave free for our 5yr old child and the fact is none of the private safari charges for kids of this age. By the way I have never asked her to give anything for free. These things were clear from the beginning. When my wife called her and was trying to explain she just hung up the phone!
I think they are afraid if we ask for monetary compensation so they are not open to feedback. But that was never my intention, there are many European tour companies however I specifically booked with a local company so the whole money goes to Kenya.
Extremely unprofessional behaviour, no respect for customer’s time and money.
I have all the proof such as photos and invoices of the facts I have mentioned above including the rude messages on WhatsApp. I’ll definitely raise a complaint in Kenya tourism website. Probably when they get a few complaints they will cancel the licence or at least a warning will be given.
CN
20-35 years of age | Experience level: first safari
Luxury Camp Became Ordinary Camp
Our contract says we stay in Matawi Serengeti Camp in Serengeti, however, when our driver took us to this hotel, the hotel manager said we did not book it. After 3 hours contacting the travel agency, we had to move to Kenzan Tented Camp at 9 p.m., which was horrible sitting in a car in a dark wilderness for an hour. Matawi Serengeti Camp is a very luxury camp, but Kenzan Tented Camp is just a 3-star camp. However, the travel agency said these hotels were the same and refused to compensate even if I showed the rating of the hotels.
Moreover, our car's brakes did not work and we hit a cow. Luckily we did not hurt, but we did not know about the cow because the driver did not stop.
50-65 years of age | Experience level: over 5 safaris
Either the reviews are fake or I was the one very unlucky customer.
The 7 days Serengeti/Wildebeest migration/Ngorongoro crater/Foot of Kilimanjaro trip that never was.
It turned out to be a 5 day safari with game drives only, so I am short of 2 days of activities. During that time no communication from the company.
No accommodation was booked for me while in the Serengeti so it was 3 days of genuine stress wondering where I would sleep. The driver tried many times to be in contact with the company to no avail. I couldn’t join another group that actually wanted to see the famous crossing as I could not have bore the cost and could not be in contact with Ngekewa safaris anyway.
After initially denying any wrong doing on their part and being told I would have to pay for accommodation myself in the park, I was finally contacted one day after being dumped at a hotel in Arusha as my final destination. I had to arrange and pay for an extra night as my trip ended abruptly and before planned.
By the last communication, compensation was going to be offered but apparently only if we met in person. Which I find strange and couldn’t happen since I was not around. Now which compensation? I will never know. A refund? I doubt that. A voucher? …will I ever use them again? Nope.
Since then, not a peep. And zero communication from the company’s director either.
I am not going on a campaign against them and you can decide for yourself but as far as I am concerned, I have wasted a month’s salary, never saw what I paid for and did a very expensive bunch of game drives I could have paid for a fraction of the price in the neighbouring countries. A once in a lifetime experience they have totally ruined for me.
So maybe I was super unlucky but I certainly cannot recommend them.