US
35-50 years of age | Experience level: 2-5 safaris
Company did ok but guide was disappointing
I communicated via email with Benson on a 1-week itinerary for me and my 3 children and he presented a comprehensive mid-range safari package in a timely manner. Everything went well until we started out with our private guide. Logistics were smooth with one exception that was clarified with a quick call to Benson. Otherwise, the guide was obviously more interested in chatting with others on his 2 cell phones and car CB than in providing information to us, his clients. Some of the communication was between guides sharing animal sightings in the area and there was no shortage of those the guide pursued but there was more than one case of me seeing an animal in a place that required backing up and the guide disregarded my request. This was my 3rd time on a guided safari but my childrens’ first and they missed out on so much, even with my advocacy. I prompted the guide several times to provide information - differences in species, etc. - and answers were one or two sentences at best. It got to the point at one meal where, after loudly reminding my daughter that using electronics during dinner was rude and unacceptable, I had to ask him to put his cell phone away minutes later. He never asked what kind of animals we were interested in, never pulled out a field guide, and offered very little personal insight. I felt like my family was a load to be transferred between locations rather than a family who had crossed half the globe to appreciate his homeland. We met other Benson guides who showed far more interest in their jobs (and us) so I think we got the guy who’d grown tired/bored after 15 years of guiding. One other minor thing: Benson claimed he would come by to meet us which he never did. The week was good in the sense that the animals are everywhere in the parks, camps and food were good and we didn’t have any catastrophes but I know the trip would’ve been MUCH better with a different guide.
DE
20-35 years of age | Experience level: first safari
Safari was good but nonstop attempts for cheating against clients
Cheating : they always tried to find a way to get more money from there customers (change the price in shillings which has been already agreed by saying that the dollar currency is different today, giving only 2 rooms for 4 different group saying that there is no more accommodation available, skipping the morning game drive with an excuse of returning time back to Nairobi....). Just be careful and don’t trust them what they say as it is. Insisting what you have been promised in the program and negotiating all the time.
Safari: safari was not bad, the driver was quite experienced so you could see all the major animals that you can see in masai mara.
Car: they brought a van for actually suitable for six people but received a reservation for 8 people. We had to squeeze in in the small car for 7-8 hours driving. The backseat was too high so I had to bend my back and neck all the time.
Communication: the communication and customer service in nairobi office was very good, swift and helpful. They tried to resolve the problem but it seems that they don’t manage very well the subcontracted drivers and accommodation staff.
CA
35-50 years of age | Experience level: over 5 safaris
Security an issue
This review was very difficult review to write. The staff, especially the camp host and cook are very pleasant people. Rickson, one of the guides went above and beyond to make our last safari truly memorable. I’ve had over 30 safaris and he is truly a fantastic guide who tries to meet his clients needs. The chef was also amazing. I did not expect to be fed so well.
Now the bad. One of the guides got very intoxicated the first evening and we did not see him again until 36 hours later.sadly it gets worse. We had are tent broken into and some of our money stolen. They left some money and my iPad so it could have been worse. Outlook claims that this was the first time that it had ever happened with guests commonly leaving everything in their tents with no issue. One the last day they even ask you to leave your tents completely open with your belongings. Strike 3 is that they told us to expect a email from our booking agent (not sure what that means) but it’s been over 36 hours later and nothing yet,
20-35 years of age | Experience level: first safari
terrible customer service
We booked our holiday through a travel agent who then booked us through sense of Africa. we were due to fly to the safari by cessna aircraft from Nairobi airport which we paid a lot of money for to save us (as they told us) 6 hours driving. we landed and where told by the guide that we had a five hour journey - they had no idea why we had landed were we were and asked why we didn't fly into the landing strip beside the lodge. When we asked we were never given an explanation. We then arrived in Zanzibar to our supposedly luxury hotel for 8 nights (this was our honeymoon which we paid thousands which we had saved for) the hotel was not luxury and was no better than a 4 star in Spain. it was said to be all inclusive but it wasn't. when we complained it took two days for a representative to contact us. they said they would sort matter but it was not until two days before we were due to leave that a rep turned up and asked if we wanted to move hotel!!!!!!!!! we were then told that the matter would be investigates (by Frank) and we would be told what had happened before we left. that date cam and went. we then e-mailed sense of Africa and were told to be patient they were still investigating (that was two weeks ago) we have chased and emailed Pamela Osik and we have yet to receive a response. never trust this company or pay for anything through them. the experience has left us feeling duped and seriously out of pocket for what we received.
NO
35-50 years of age | Experience level: 2-5 safaris
Some issues during the stay - The experience got worse after contacting Outlook
I visited Outlook in Pretoriuskop camp in April 2018, together with three other travelers.
Although unfortunate for us, I understand unforeseen things and misunderstandings can happen. So I contacted Outlook to discuss these things, instead of going directly online to post a negative review. I also asked Outlookfor a compensation.
I received quite an aggressive, insulting an unprofessional reply from their general manager, Steven. This leads me to give them a lot lower rating than I initially would have based on the issues during our trip only. Instead of being credited by the fact that I reached out to them, I was told that "it is in poor taste to hold us to ransom with a threat of a review online. Please note that your decision to do so was the convincing reason in our decision as to how to conclude this matter."!
With the conclusion being that Outlook takes no responsibility of any of our issues and that we get no apology or compensation at all.
I would say that all in all, Outlook safari offers an ok safari package: Guides are good(we enjoyed our game drives with Jojo and especially Jeremiah). We saw quite a lot of game despite some bad weather. Tents are good, (really appreciated the night stand with power supply in each tent). Food and wine was ok to good. If you are looking for a group trip to meet new people, the setting is good for that. Beds were uncomfortable though (a standard canvas field bed would have been better than the option we got).
Our issues though:
We were not informed before arrival that we were joining a group trip(only for the very first game drive was it mentioned that we would be together with other guests from the camp). That, despite the fact that I was from the beginning requesting a camping safari in a private camp. Once I realized that a private camp is not possible in the Kruger, I booked with Outlook still, since their daily itinerary looked quite exclusive. We were therefore surprised to arrive and see that the set-up was in a group with shared meals and safari vehicles.
The general manager addressed this issue by saying that Outlook has no control over how customers interpret the info they were given.....
...and by saying that he had looked through the information we were given, and that he could not see that it under normal circumstances could be misinterpreted by any normal people...
....he also said that it had been clear for their booking staff, that since we were asking for a camping option, clearly we were not willing to pay the price that a private safari costs. I think that should be up to the customer itself to decide.
Three of us got very sick during our stay. We all ate the same food, but the three that got sick all drank the dispenser water offered in the dinner-tent. And the fourth person that stayed healthy did not. After getting sick we saw the water being filled from a garden hose in the park. Outlook states the water is thoroughly filtered and therefore it is completely safe to drink. Even though water is filtered, that doesn't mean all bacteria have been removed and that everyone from around the world can safely drink it. Also, there is some question about the routine of refilling this dispenser bottle(hygiene of the bottle and the hose that they refil it from). We would have appreciated to have been informed that this was actually not prepared bottled water. Had we known, we would not have drunk it.
Because we got sick, we missed out on meals and game drives almost equivalent to an entire 4-day safari for one of us. Reports from us that we were sick were met with comments like: "That sucks!" No one checked in with us to figure out what made us sick or if any of us needed help. According to Outlook though, this is our own fault. As we were in a setting that was different from what we expected(we weren't looking to be in a group) and as we found some behavior of the guides weird, we were being a bit reserved and tried to make the best of it and enjoy the trip together with our chosen travel mates. We didn't ask anyone to "Leave us alone", but we weren't being personable with the guides. By doing that, they were apparently not supposed to follow up on us when we had a problem.
As mentioned, we reacted to some of the behavior of a couple of the guides, resulting in us taking some distance to them for the rest of our stay:
a) If you at dinner said "No thank you!" to another glass of wine, the guide try to convince you to drink more. Which could be innocent enough. but it's just unnecessary.
b) One of the guides came to our group one evening and loudly commented that we were not chatting or drinking enough. Then filled one of my travel companions glass even though she had turned it down. They could also say that this is only the guide trying to be friendly, but it's again unnecessary and unprofessional behavior.
c) One guide got intoxicated one evening in the dinner-tent. We only heard it as we were busy being sick, but other guests had been present.
Outlook stated further in their reply to me that their goal is to give customers their best holiday experience of their life. That experience we had last year while doing a private mobile safari with our own crew of three in Botswana. That experience cost us about the same as we payed for our stay with Outlook and not 10 times more as stated by Outlook that a private option would have cost us.
We also stayed at a lodge in Sabie after our stay with Outlook. It was better and at the same price that Outlook offers(stayed in tents there as well).
I realize and accept as stated by Outlook themselves, that most of their guests probably are happy after their stay. I guess I will also have to accept, as also stated by Outlook, that we are unfortunately part of the 1% of unhappy guests that they choose not to care about because they can "live with it".
All in all I would rate their safari package(not including our issues) as an ok to good budget option. Their way of handling customers on the other hand....Unprofessional and disrespectful!
US
20-35 years of age | Experience level: 2-5 safaris
Below average info and not very accommodating
The company did not provide much info or interpretation on the parks (Serengeti and Ngorongoro Crater) they brought us to or the animals we saw. There was one guides who was a wealth of knowledge, but the other two guides (including our truck) barely said anything and when we asked something the answers were short and basic. Also, we asked to go deeper into the park to see the great migration and the drivers made excuses without trying to accommodate us, see how it could work or explain why it couldn’t. Finally, they promised us an “extra special” stop on our last day and then didn’t do anything about it even when reminded. Overall there was a lack of info and communication and they just told us what they thought we wanted to hear, true or not.
IN
20-35 years of age | Experience level: 2-5 safaris
Wildlife is a great host for the human guests.
Masai Mara, the name itself holds its own identity around the globe. It's a paradise for wildlife lovers. This was the very sentences which used to ring in my head before entering beautiful Kenya. And if I was to rate Kenya after my visit, on a scale of 5 then I would have given 6, leaving besides the bitter experience with our tour operator #tourkenyasafariheights, just because of them my rating would go down to 2.
Before travelling to Kenya, I and my friend searched on internet several times about tour operators conducting safaris. From them we shortlisted a few and ultimately finalized #tourkenyasafariheights. The agreed with the price us on all the criteria demanded by us without any terms and conditions.
It was a 6N7D tour which included as promised by #tourkenyasafariheights :
Day 1: Nairobi - Maasai Mara National Reserve
At 07:30 to 08:00, you will be picked up from your hotel and depart for the Maasai Mara National Reserve via the viewpoint of the Great Rift Valley and Narok Town for refueling and lunch. Afterward, you will proceed to the game reserve, arriving at the camp at 14:00. You will then have a little siesta and proceed on the first introduction game viewing at Maasai Mara National Reserve. You will return back to Masai ole moran
Day 2: Maasai Mara National Reserve
After breakfast, you will proceed on a full day game viewing within the reserve. The landscape is scenic savannah grassland on rolling hills. Maasai Mara National Reserve is the best park for game viewing in Kenya as it has an extensive road and track network which allows for close range viewing and photography. After the game viewing, you can have a break for your picnic lunch at the hippo pool, looking out for hippos and crocodiles. The dinner will be served and you will stay overnight at the Masai ole moran
Day 3: Maasai Mara National Reserve - Nakuru
Early in the morning, you will have a pre-breakfast game drive. After breakfast, you will depart the Mara Region for Nakuru and have lunch en-route with scenic views of Mount Longonot and Lake Naivasha from afar on the main highway. The dinner and overnight stay will at Flamingo Hill Camp
Day 4: Lake Nakuru National Park - Amboseli National Park
After breakfast, you will proceed on a game drive at Lake Nakuru National Park, known for its prolific birdlife including flamingoes. The park contains a sanctuary for the conservation of white rhinos while species like Cape buffalos and waterbucks can be seen near the shoreline. Afterward, you will drive to Amboseli National Park arriving late in the evening with game viewing en route to the camp. The dinner and overnight stay will be at Kibo Safari Camp
Day 5: Amboseli National Park
You will have a full day of game drives in this park which contains swampy grounds in which elephants and hippos bathe in abundance. A variety of plains game, antelopes, and birds can also be seen. You can also see Mount Kilimanjaro’s peak if weather conditions permit. Tour Kenya Safari Heights will cater for your picnic lunch before returning to Kibo Safari Camp
Day 6: Amboseli National Park - Nairobi
In the early morning, you will have a game viewing activity and then return to the LODGE for a full breakfast. Later on, you will be transferred back to Nairobi.
But, what was delivered to us was very different. Not a single pre-breakfast game drive was given to us and all the accommodations as promised by the #tourkenyasafariheights were changed. We used to stay @ about 45-30 mins distance from the main park entrance,because of which I felt time was wasted and I could have enjoyed more. Whereas the accommodations which were promised are very near to the entrance of the parks/inside the parks.
Everyday inbetween 2 parks the car driver of #tourkenyasafariheights would float new names of hotel in which they would provide accommodations for us. Which was really depressing and disturbing at the same time. Because of such uncertainties we failed to enjoy the beautiful scenery of the mountains and the lakes on our way.
Furthermore, I would like to mention that #tourkenyasafariheights had promised through messages on on our personal number. That #tourkenyasafariheights would provide lodging at a proper place for us at @Nairobi on the day we arrived and on the day we would depart. Which would be included in the package. It was very disappointing that on the day we arrived they provided accommodations for us @ hotel sunrise which is a pathetic hotel, location is not good. And on the day we arrived @Nairobi after completion of the tour , #tourkenyasafariheights refused to provide any accommodations which was further more disappointing in a foreign land.
Finally, I would suggest to tourists/travellers arriving 1st time. It is just because of the nature's own gift to the land that inspite of such irregularities I would suggest you to visit the place again and again. But be careful with such tour operators and ensure your bookings personally with the hotels which are promised initially by such tour operators.
US
50-65 years of age | Experience level: over 5 safaris
DE
20-35 years of age | Experience level: over 5 safaris
The tour guide didn't know where to take us and the tour was poorly organized.
Unfortunately our expensive tour with Vacay Holiday Deals was much worse than expected.
We were told the name and telephone number of the driver that would be picking us up in our hotel in Nairobi about four days prior to arrival. The morning of the pickup, another man picked us up and said that he would be replacing him. Unfortunately he had no idea about the package we had booked. He had to look at our voucher to find out details such as the itinerary (where he should take us, where we would be staying, the fact that fees for parks etc were already included in the high price, the fact that water was included, and that drop-off would not be Nairobi but Iten near Eldoret).
The car was terrible for the Masai Mara. Every other car and especially the jeeps and Land Rovers passed us constantly. It took us much longer to reach the camp than it should have, and we couldn't take some of the roads that other visitors were taking. We had asked about the condition of the vehicle in advance, and we had the confirmation that it was suitable for a visit to the Masai Mara. This is definitely not the case. Even now in the dry season, it was almost impossible to pass some of the roads.
It seems like Vacay hires external drivers with their private cars to drive the tourists around. Both the driver and Vacay try to keep their profit as high as possible, with disregard to the experience of the customer.
The camp (Mara Concord Game Lodge) was excellent. The owner and all employees were very welcoming, and made sure we had a great stay. We had an excellent view of the river, where we could literally see hippos from our window. The food was very good too.
In our previous planning and dealing with Vacay, we had determined that all fees for the parks and conservancy and also the guide would be included in the package. Of course the voluntary tip was not included in this yet.
Nonetheless, on our first day a second man entered the car, and he was never really introduced to us. It seemed like he was supposed to be the guide, but he never said anything to us, nor was he in any way familiar with the park. He sometimes pointed our driver in a random direction, only to find out minutes later that it was a dead-end.
We came to Kenya for our honeymoon in order to see the Great Migration. Since we only took dead-ends, and then couldn't pass one of the rivers (that every Land Rover passed with ease since it was only 20 cm deep), we couldn't get to the section of the Mara River where the Great Migration of wildebeest and zebras takes place. We were told that "there aren't really that many animals in the park anyway," which is hard to believe since the Masai Mara is the reason that many people visit Kenya in the first place, and it is one of the most famous national parks in all of Africa, famous for the herds of animals.
When we said that we would love to see rhinos, we were told that these don't exist in the park (other people told us they saw them, so that can't be true). When I mentioned some information on areas in the park that often have rhinos (which I read in my guide book and online), the "guide" and driver didn't even recognize the names of the areas of the park.
When the guide left after the second day, we were told that we had to pay a fee for his services. This was not about a tip, but an actual fee that we were meant to pay, even though this was already included in our package.
On the third day we were meant to have an early-morning game drive (which is when most of the animals are out anyway). Our driver said "it is cancelled", and simply started driving towards Eldoret.
On the way the car broke down, about 80 km from our destination. We were not surprised, since the terrible old car took quite a beating on the roads. We stood in the roadside in the burning sun for two hours, and then had to pay for part of a taxi ride by some private driver that our driver organized. He explained that Vacay would pay for a small part of the ride, but we had to pay for the other half to reach our destination. Considering the amount we paid for our package this is completely ridiculous.
It is really unfortunate that we made the booking with Vacay for our honeymoon. We specifically didn't go with a budget option, because we wanted to enjoy these special days.
US
35-50 years of age | Experience level: 2-5 safaris
Bait-and-switch on lodging, haggling and hassle once arrived
Unfortunately, I cannot recommend this operator. We were sold a package promising accommodation at Azure Mara Haven or comparable. What we got was Jambo Mara Safari Lodge - no WiFi, no pool, no spa, currently under construction and it books at about half the price of Azure. When I voiced my dissatisfaction, I was told that no bookings were available at the former, which a quick Internet search proved to be false. Owner George Oketch reimbursed me less than half of the difference between the room prices, which recovered one star. The other star is for his driver, Martin, who did a great job navigating the Mara and showed himself a kind and generous man with the Maasai who live there.
I learned a lot in this process. I should have stuck to my guns in holding back 10% until the end of the tour (he insisted on full payment in advance...before notifying me of the change in lodging). I should have read more reviews and done a FakeSpot review (using the TripAdvisor reviews they received a "D", https://www.fakespot.com/trip-business/right-choice-tours-safaris). I'll be more careful next time.