35-50 years of age | Experience level: over 5 safaris
Disappointing ! Even more after It Started in Africa offered to pay me to remove my reviews.
My husband and I selected It Started in Africa as our tour organizer for a 6 day Mount Kilimanjaro hike mainly because of their outstanding reviews and classification on Safaribookings and TripAdvisor. We also chose them because they were very reactive and had a nice website. But our main selection criteria was their ranking on Safaribookings (number 1) and on Trip Advisor (number 10).
The hike itself was satisfying: the guides, cooks and porters were friendly and helpful, BUT our overall experience turned out not to be as good as expected, and there were a lot of “small” details that added together gave us the overall unpleasant feeling that we had somehow been “cheated” by It Started in Africa.
The main issues were:
1. No one was there to meet us when we arrived at Kilimanjaro airport. Sylvia, our tour manager, arrived approximately one hour after our flight had landed and explained that she thought we were arriving on the KLM flight and that she had not been made aware that we were on the Kenya Airways flight. My husband had send Joao all of our flight details, which he had acknowledged receipt of. And even if what Sylvia was telling us was true, she was still 30 minutes late for the KLM flight.
2. The hotel in Arusha (Raha Leo) which was sold to us as part of the package, and included in our contract, was changed at the last minute without us being informed or forewarned. When I checked the rating on Trip Advisor, I realized that the hotel that It Started in Africa put us in (The Torch) had a much lower rating than the hotel that had been sold to us. When reading other traveler reviews posted after our trip (and since then disappeared from Trip Advisor), I realized that we were not the only customers surprised in this way…..
3. As part of the contract, It Started in Africa was supposed to supply us with duvet liners and pillows – we never saw them. The mess tent was tiny and could barely hold our party of 7.
4. My husband was victim of food poisoning and he was so sick that he had to turn back and be evacuated from the mountain. The doctor that we saw when we returned to Joburg confirmed that his disease had nothing to do with altitude sickness but was solely due to food poisoning (most likely the chicken we were served during 3 consecutive days by the It Started in Africa cook). The evacuation until the park gate was organized diligently and professionally by Tanzanian Parks. But once at the gate, the car that It Started in Africa car had sent from Arusha was not there. It was actually our piece of luck, because the It Started in Africa representative in Moshi came to pick us up in order not to keep us waiting and he agreed with us that my husband was in no condition to withstand the 3 hour drive to Arusha. The guides and I had told Sylvia, our tour manager, a number of times over the phone that it made no sense to drive back to Arusha that day, and had requested to stop in Moshi for the night, but she had refused to listen, saying that “she had already booked a room at The Torch in Arusha”. The hotel in Moshi was much nicer than the Torch and we were able to get a good night’s rest.
5. From the beginning of the trip, until the very last day, we were under constant pressure from the chief guides (and from the tour manager on the first day), to leave generous tips to the guides and porters. This gave us the unpleasant feeling that the porters, guides, cooks, etc are so poorly paid by It Started in Africa, that they rely on customers’ tips to keep their staff happy. The documents sent to us before the trip gave clear guidelines about the tipping amounts to be given out and we all know how to read – so why be so insistent during the entire trip? It really made us feel as if we were a bunch of dishonest people who would walk away from our responsibilities, and impacted our relationship with the guides and porters.
6. The number of porters/guides/cooks, etc accompanying us during the trip was never clearly stated to us before the trip. We found out on the first day of the hike that 31 people would be accompanying our group of 7 people. I’m not against employing a large number of people, but I believe that It Started in Africa should have been transparent about this before we signed the contract – as this has an impact on the total amount of the trip (tips are substantial).
7. When we were done with the trip, we were put under a lot of pressure by Sylvia, our tour manager to write good reviews on the spot for them, with them looking over our shoulders. I refused to do it and said I would do it later, as I don’t like being pressured in such a way.
8. Our last night in Arusha was part of the package, and had been paid for and booked through It Started in Africa. When Sylvia told us we would be staying at the Torch again, we refused. Not the rat hole again! Especially considering how weak my husband was. She then suggested Kia Lodge by the airport and warned us that it would be more expensive. We were prepared to pay whatever additional cost there was to pay, as long as the hotel was decent, with water and air conditioning in the rooms. And we also asked if it would be possible for the three guys in our party who were flying out later that day to use our rooms to take a shower. Sylvia promised it all, dropped us off at the hotel reception, and then vanished (very quietly for once). Once she was gone, the hotel manager told us that it would not be possible for our 3 friends to shower (but they were welcome to drink at the bar and eat at the restaurant), and we found that there was no water pressure in our room, making it impossible to shower. And at bedtime, when we turned the air-con on, we found out that it did not work either….. The next morning, there was literally no water at all in the shower! 183 USD for a room with no water and no air-con (supposedly the It Started In Africa special rate, but when I double checked on Trip Advisor, I found the rooms to be sold at 177 USD)….quite pricy, don’t you think?
But here comes the worst part!
When we returned home, I posted a review on Trip Advisor and rated It Started in Africa as "average", considering the problems that we had and the un-kept promises. The next day, Joao, the Happiness Manager, sent me an email with explanations about what happened and offered to pay me 700 USD if I removed my post or upgraded it to Very Good. When I refused, he offered me 1000 USD. After he had my review forcibly removed from Trip Advisor, I posted another review explaining how he tried to bribe me, and I received a 3rd email offering me 2500 USD if I removed my second review. I also noticed that the other average reviews which had been posted on Trip Advisor at around the same time as mine had disappeared. I managed to contact another reviewer who confirmed that he was offered money to remove or upgrade his review.
I then realized why It Started in Africa only had very good and excellent reviews on the internet. It seems that they bribe unhappy customers to remove or change their reviews if they are not 4 or 5 stars. And I cannot help but wonder....how many people were paid in the past? And how many people, like me, selected It Started In Africa mainly because of their track record of excellent and very good reviews and were hugely disappointed? How much money is Joao going to offer me this time, to remove my review from Safaribookings.com? I systematically read travelers' internet reviews before I choose a hotel or a tour organizer. I also believe that it is of utmost importance that travelers who post reviews on these websites do it honestly, as others rely on them to make decisions and chose their tour operator, hotels, restaurants, etc. I could have accepted Joao’s 1000 USD and left it at that, letting other travelers believe that It Started in Africa provides top class service and that they are the best. Maybe they are great for a large number of travelers. But not for me, and I believe that it is unfair to other travelers to keep quiet about what is going on. It Started in Africa’s business practices are unfair and detrimental to all of the tourism industry professionals who work hard and with integrity to please their customers. It Started in Africa need to understand that you cannot hide your flaws forever by bribing customers, and that there are still some people out there who cannot be bought, no matter how much money you offer them. It Started in Africa's cheating attempts turned out to be the most disturbing part of this trip for me. Knowing after hand that others before me may have had a disappointing experience with It Started in Africa, but were paid to remove their reviews, gives me the very unpleasant impression that we were cheated voluntarily by It Started in Africa from the very start.
For this very reason, I would definitely not recommend this Tour operator!
20-35 years of age | Experience level: 2-5 safaris
Amazing trip indeed
I visited Mara in June and I really enjoyed the stay,communication was the best,I don't regret ever using Bencia because they made it possible that the trip is enjoyable the meals,the interactive guides,I never knew alot about animals but am proud because of Bencia.
The meals were great,different varieties,well prepared...I would return to Mara more times with Bencia because I felt the goodness in them,thanks alot guys.
DK
20-35 years of age | Experience level: 2-5 safaris
Best Safari Honest Great People!!!
I love Alfred! He is a super nice and really kind amazing guy. I went on two safaris with Benicia and Alfred's personal help and they were both some of the best experiences of my life. Alfred listened to what I wanted and got me such a great deal in several of the most amazing safari resorts of all time. I think I basically saw every animal I could imagine and the second time I went looking for birds he recommended the best site at crater lake lodge, lake naivasha, and lake nukuru. Totally recommend going with Alfred and Benicia if your in Nairobi- he's not shady or swindely, he's sweet and easy to communicate with, and he's an all around honest dude. Hope to come back soon.
US
20-35 years of age | Experience level: 2-5 safaris
Good Service
I was refer to Bencia through one of my friend who was in Kenya in January 2019. They praise his services. I di booking for December safari and I can say the company is good and i will always travel with them. The team were cooperative and the vihecle was in good condition leave alone accommodation and friendly welcome. Thanks Alfred and Happy New year
US
35-50 years of age | Experience level: 2-5 safaris
Enjoyed Being in Safari with Bencia
We loved our safari with the best guide I should say. Mr Alfred, he enlightened us alot about so many animals in the park, we gave him our camera and on our behalf he took many of our photos.
thanks Alfred for the perfect organization.
CN
20-35 years of age | Experience level: first safari
Marvelous Honeymoon
I heard about Bencia Africa Adventure & Safaris in other's notes and it is a great experience with it.We have visited Masai mara,Amboseli,Lake Naivasha ,Lake Baringo,Hell's gate park and Lake Bogoria.Our driver Mureithi is very experienced and knowledgeable.His has a good sight and can always see animals far away.He is excellent in driving.The bad road in Masai mara is a piece of cake for him.Our cook George is very good.We have delicious food everyday and always fresh.He stopped at supermarket or roadside to buy fresh food every day.The accommodations are good.We have different kind of houses in different parks,sometimes round house,sometimes straw shed,both interesting.The operator Alfred is kind and helpful, too. I like this journey.
CA
35-50 years of age | Experience level: over 5 safaris
excellent job
Their tour guide Ben had an eagles eye, spotting animals from a far distant. Thank you Bencia Africa Adventure & Safaris for the excellent job!
DK
50-65 years of age | Experience level: first safari
Very realiable, very dedicated, will always do the best for you. Lot of humor
These guys are nice and easy to communicate with, and they are more than dedicated to find the animals, actually they are almost overdedicated to that part. John is also a good chef. I highly recommend the company
20-35 years of age | Experience level: first safari
memorable safari
I booked four days safari with Bencia Africa adventure together with my other four friends to Masai Mara...we got a welcoming reception from the staff and we managed to see the big five through the tour guide who really made the trip so interesting...I therefore recommend Bencia as the most reliable company you can't retreat about their service...kindly contact Alfred !!!!
NL
50-65 years of age | Experience level: first safari
Fantastisch Company which arrange everything to perfection.
Day 1
Arrival on Arusha airport at 11:00
Immediatly after pick-up went to our first Safari park Tarangire where we arrived after 1,5 hrs of driving. After a Lunch we went into the park where we Saw amazing Nature and incredeble animals in a distanxe and close by. After 4,5 hrs in the park wwe went out and startend the drive towards ngorongoro np. After 1hrs of driving we arrived at our hotel sittuated at the entrance of Nogorogoro.
The next morning we got up at 5 am. And had some breakfast. At 5:55 we drove up to the park where we arrived after 5 min.
After pending 4,5 hrs at the Nogorogoro Crater which was a fantastic experience we Saw amazing animal incl. Elefants, Zebra, Hyena, hypo's and the very rare Black Rhino. And many more animals.
After this we drove for 2hrs to Arusha Airport where our flight departed at 15:00 hrs.
This as a ***** recomendation from our side. This Company and its employee's are the best and will make your visit incredeble and unforgtable.
