20-35 years of age | Experience level: first safari
Sold an incorrect itinerary
My recent experience with Gemfinders, specifically with Brian, left me pretty disappointed and frustrated. I had been eagerly looking forward to my safari trip to the Serengeti, which I had carefully planned with Gemfinders. They had advertised a budget lodge accommodation in the itinerary, but as soon as I started the journey, it was clear that something was off. Instead of budget lodges, I found myself camping, which was definitely not what I had signed up for. It not only messed up my expectations but also made the logistics a bit of a headache.
What really irked me was that I had double-checked with Brian before the trip about the accommodation, and he had confidently reassured me that it would indeed be budget lodges. To have that promise fall flat was disappointing and left me feeling like I had been misled.
To add to the confusion, I later found out that Gemfinders had outsourced the safari to another company in Tanzania. This explained the disconnect between the original itinerary and what actually happened during the trip. It also raised some questions about how much Gemfinders was actually involved in planning and executing the trip.
Another bone of contention was Gemfinders' payment policy. Unlike many other safari operators who allow you to pay a deposit and settle the rest on-site when the safari begins, Gemfinders required full payment upfront. This put extra pressure on travelers, especially when the services didn't match what was promised.
What frustrated me the most, though, was Gemfinders' response when I raised these issues. Even though it was crystal clear that they had misrepresented the itinerary I paid for, Brian refused to offer sufficient compensation. He simply said I had already completed the safari, as if that somehow justified the misleading information.
I tried going back and forth with Brian, hoping for some sort of resolution, but it felt like hitting a brick wall. And when I asked for more information about Gemfinders' business (i.e. the business license number), Brian was quite uncooperative and didn't provide the details I requested.
Overall, my experience with Gemfinders and Brian left me unsatisfied and disappointed. Their misrepresentation, inflexible payment policy, and lack of accountability for their mistakes make me hesitant to recommend them to other travelers. The lack of transparency and professionalism in dealing with these issues, along with the outsourcing to another company without proper oversight, raises concerns about Gemfinders' commitment to customer satisfaction and ethical business practices. If you're thinking of booking a trip with them, be cautious and consider these shortcomings carefully.
US
20-35 years of age | Experience level: first safari
Very unreliable customer service.
I would not risk your vacation with this company. Our group traveled with them 3 days ago and had an accident (front left tire got detached while driving) in the middle of Ngorongoro Preservation Area. No back-up vehicle was sent to the company. “Mechanic” came after 3 hours and attempted to “fix” the vehicle. Least a day in the Safari and proceeded with the tour with the same vehicle. Upon going back to the town, driver has to stop again (3-4 times) to a mechanic to install the shock. Take note, AFTER GOING TO NGORONGORO. At this point, we’re late on our hotel and needed to look for another one.
ES
35-50 years of age | Experience level: first safari
Terrible experience
We did the 3-day safari to Serengeti and Ngorongoro parks, and it was a terrible experience.
Out of the 3 days, we only got one and a half because they made many unnecessary stops on the way to the park (even though we told them we didn't want to stop). When we finally reached the park, the driver (who called himself Masai and was rude and arrogant) was driving quite fast, claiming that the next day would be when we'd see lots of animals (so we wasted that day).
On the second day, we did manage to see many animals after having a conversation with the other guide (a young guy who didn't seem to know much).
The worst part was the last day. We went to Ngorongoro (arriving around 10:30), and at 13:30, they told us it was time for lunch, which seemed fine because the park closes at 18:00. However, to our surprise, when we finished eating at 14:00, they said the safari was over. We spent nearly an hour negotiating to leave at around 17:00, but in the end, the driver did as he pleased and rushed out of the park at 15:45, not even stopping when we saw elephants just outside the park (other cars were stopping).
The car was small and uncomfortable (the windows were very low, and you could hardly see anything when the roof wasn't raised), and the driver's attitude was the worst we've experienced (and we've traveled quite a bit).
The company's manager offered us one night all-inclusive at a nice hotel in Zanzibar, but it wasn't what we expected (a proportional refund for the time we lost was more appropriate, as we suggested).
We wouldn't recommend this company, as a safari costs over a thousand dollars per person, and even if you tried, it's hard to do it as poorly as they did.
IT
50-65 years of age | Experience level: over 5 safaris
Bad experience with Travel Africa Journeys
Please do not use this tour operator!!! they are completely unreliable.
The Owner changed the accommodation for our Tarangire stay (Tarangire Ndovu tented lodge) at the last minute without consulting me. The matter and the way he dealt with it is in itself unacceptable, but most importantly the lodge we were given (Acacia Tarangire camp) is for sure of lower standard than the one we had chosen in terms of location, room quality and common areas.
Moreover the lodge was more than one hour further south, which meant longer trip from Tarangire to Amboseli Park.
2) The jeep we have been using was very old and had several issues, including:
- some blocked windows
- extremely dirty
- the engine starter didn't work always and our guide had to ask for help from other cars several times in order to restart the car. We were lucky if we did not have major issues but this is a serious safety issue.
3) No binoculars were provided - the guide simply said it was broken.
I sent several emails with a refund request, but the owner never replied to me !!!
BR
35-50 years of age | Experience level: first safari
No show
I booked two daily tours with African eagle online for January-24.
They didn’t send me any confirmation and now they claim that there is no booking under my email. I already received the payment confirmation and it’s in my credit card.
IT
50-65 years of age | Experience level: over 5 safaris
we suffered a very negative experience and a huge lack of care in our regards
We spent seven days in Kenya with Big Time Safaris, and we suffered a very negative experience and a huge lack of care in our regards. We can’t recommend this company for these reasons:
they have increased the price of the tour, we have booked in february, two weeks before our depart from Italy; the increase was of 40% the initial price that we have had to pay cash once arrived
despite the increase they have cancelled a safari included in the initial program
we paid for two days of safari in Masai Mara but we couldn’t enter into the park the second day, because the guide didn’t know the new rules of entrance into the park and changing the order of activities we missed the safari. We asked not to pay the 80$ per person of the second day of safari we didn’t do but they haven’t agreed
they booked a lodge where during a shower one of the group experienced an electric shock
the last day we should have a visit in Nairobi and we had to pay the highway toll for avoiding a queue on the normal road; the guide had no money for paying the toll
IT
20-35 years of age | Experience level: first safari
Review about Lake Manyara National Park by Laura
The least interesting of all the parks, not much wildlife and not much to see. The lake is nice but in my opinion is not worth it.
IT
20-35 years of age | Experience level: first safari
We believe this is a scam
Please avoid this tour, we believe it's a scam, it promises you quite decent tours and accommodations, with last minute excuses they change plans and accommodations (horrible places)
With excuse of deposit, having agreed on a refund and getting a confirmation from the official email, they never refunded the money.
stay away
(screenshots removed for privacy reasons)
AE
35-50 years of age | Experience level: 2-5 safaris
Terrible
I had a terrible experience before my actual travel. First thing in May when I was not able to travel due to visa rejection however I had made a deposit of around $500 as it was required. I accepted the terms that this amount won't be refunded as per T&C. Before that I asked for a domestic flight to be included and they gave me the price I confirmed the quote at that time. Then they provided a revised quote with a different price for the flight. I kept mentioning that I confirmed a different price which was much more than the price if I booked it on my own. They simply said that the price has changed. Then I kept saying then don't book the flight, I'll book it on own and I need only the timing that you would pick me up to book accordingly. Over & over with no understanding until I had to escalate to a higher manager who finally gave the approx time. I checked, in case I re-apply in Nov or Oct what will be the refund. I have been told that it'll be 15% of the total quote which wasn't clear to me at the time how they would apply 15% to the whole quote if I paid only 25%. In July I got my visa and resent asking for a quote. They applied the 15% of the quote which is almost 55.4% of the paid amount and explain to me how they calculated. So the deduction is just to reschedule in Nov. I don't know what rescheduling they did as after so many days wasted to get a correct quotation. They repeated the same mistake again that after I confirmed the quote, they started booking the accommodation which was not available at my travel dates and accordingly I could't book my flights and the prices kept increasing. Finally the found alternate accommodation with minor increase. They didn't want to bear the difference and wanted me to bear their mistake. So not only they took my money but also failed miserably to do their job of simply living up to their word. Also to justify their failure they keep saying that it's a normal practice.
IT
50-65 years of age | Experience level: over 5 safaris
terrible experience
These are the serious problems, defaults, and contractual misrepresentations I had to endure that ruined my vacation.
1) I had booked the trip in 2020 before the covid. I paid an advance of $1000 in February 2020. As you know, due to covid the borders were closed, making it impossible to make the trip. Mr. Mack of Killiholidays told me that I could reschedule it later. HE NEVER Mentioned any costs to reschedule the trip, EVEN IN HIS MAIL OF 2022 IN WHICH HE HAS GIVEN ME THE POSSIBILITY TO SCHEDULE IT FOR 2023.
When I rescheduled the trip for this year, when there were finally no more problems tied to COVID, Mr. Mack told me that he was only recognizing $500 of the $1000 ALREADY PAID. Never before had Mr. Mack told me that I would lose that money if I rescheduled the trip.
I repeatedly asked for explanations but the information I received was very vague. Just not to lose another $500, I still decided to book the trip with him, but subject to recourse.
By reason of the fact that Mr. Mack has never documented to me any expenses incurred by him for changes in travel dates and has since proved himself to be non-compliant in various other respects, which I will explain below, and which suggest how he decided to withhold $500 for no reason whatsoever) I consider it incumbent upon him to return this $500 to me. On closer inspection, in fact, $500 (i.e., 50 percent of the advance) is a penalty for cancelling a trip and certainly cannot be withheld where the trip is actually made instead.
It should also be considered that the cost of the trip compared to the original cost has increased a great deal from what was agreed upon in 2020. In 2020 we had agreed on a total of 3800 euros, while the request for 2023 was a whopping 4600 euros!
2) Mr. Mack sold me the lodge in Nierere Park as a lodge with a swimming pool. It is the Mloki Lodge, as shown in the brochure. In fact, the lodge does not have a swimming pool and never has. To prove my point I attach the brochure of the trip where there are photos of the nonexistent pool and the link of the mloka lodge https://www.mlokasafarilodge.com/ where it can be verified that there was never any pool.
Moreover, I immediately wrote to Mr. Mack astonished at the incident, but he did not reply, shutting himself in an embarrassed silence. This too is a serious breach of duty by Mr. Mack and shows his bad faith and his attempt to deceive me. I should add that almost all the photos in the brochure sent by Mr. Mack do not correspond to the Mloki lodge booked, which is much less luxurious.
3) The program Mr. Mack sent me states that the transfer from Nierere to Mikumi was 4-5 hours. This is a route that took as many as 8, and this is the time normally needed, as can be seen from Google Map. Knowing this, I would never have agreed to do such a demanding program, or to do it under the conditions indicated to me by Mr. Mack.
4) Mr. Mack charged me, due to his mistake, for an extra night at the Ruaha River Lodge. Realizing the mistake, acknowledged by Mr. Mack himself. I then repeatedly asked for a refund (this was the not insignificant amount of $650) but the cash money never arrived, despite Mr. Mack's continuous reassurances that I would receive a refund as early as August 15. Upon not receiving the refund, I immediately assumed that I would never see that money again. This was also due to the fact that I had asked Mr. Mack to transfer it to me via Paypal, while he said he did not have Paypal, while in the emails Mr. Mack claims to have a Paypal accounT.
5) also in the brochure sent to me, it mentions a transfer from Ruaha to Dar es Salaam on August 28 with a leisurely departure at 10 a.m. (note that the next day we had a plane at 5 a.m. to return to Turkey, where we then continued to Italy), for 6 hours maximum travel time. I later found out from the driver (a very serious person) that the trip from Ruaha to Dar is an 11-12 hour drive, which is also confirmed by Google Maps, which estimates the trip at 10.47 hours (without the stops needed to get gas, go to the toilet, etc.). 12 hours of travel time by car was never on my radar, and I also find it risky to subject the driver to such grueling hours. If I had known, of course, I would never have agreed to such a schedule, which, as can be seen, is clearly false in some places and neglects crucial information;
6) The 12 hours of never-announced travel could easily have been avoided, since Mr. Mack could have had me leave for the safari a day earlier, and break the return from Ruaha into two days: in fact, I had expressed all willingness to anticipate our arrival. Not only that. He himself had said that he would study this possibility.
Finding myself in this situation, I asked Mr. Mack to book me a plane from Ruaha to Dar es Salaam, asking him at least to use the $500 advance unduly withheld. He refused, of course, and demanded instead to use the $650 he owed me. To that $650 I then had to add another $135 because the plane ticket cost much more.
I agreed to pay this amount for the following reasons:
1) because I was sure that the $650, otherwise, I would never see it again for the reasons already explained,
2) because without the plane flight, the last day of the vacation would have been a massacre (imagine a 12-hour drive and then having to catch the plane at 5 a.m. the next day)
3) I would also have run the risk of missing the return flight from Dar to Istanbul, should there be any problems.
However, this is a cost that I could easily have avoided if Mr. Mack, without overlooking the very relevant circumstance that the trip from Ruaha to Dar took 11-12 hours (and not 6), had anticipated the safari by one day, as I had repeatedly requested.
Again, then, Mr. Mack attempted to con me into more money. Think about the fact that after the same man forced me to pay the $135 for the airfare, he called me and told me that the flight from Ruaha to Dar was no longer available, and that I would have to leave from Iringa. This is a much cheaper and much less comfortable flight. Clearly, Mr. Mack wanted me to take that flight so he could keep the $135 already paid, and also profit from the difference between the lower cost of the flight to Iringa and the $650 used to buy the flight from Ruaha. I objected strongly, and after I threatened him, suddenly the flight from Ruaha came up.
I have submitted all these facts to the Arusha Police.