US
50-65 years of age | Experience level: over 5 safaris
I Would Not Use This Company Again
I reached out to Apodiformes Adventures to book a private three day tour that included two nights in Amboseli National Park including 4 game drives over three days, transportation from Diani Beach to Mombasa train station, train tickets to Emali station (near Ambolseli), and finally transportation to Nairobi. Peter quickly responded and I started communicating with him to work out the details. After a few days of emails and what's app texts back and forth we agreed upon the details. One of the conditions was that we could pay with a credit card which we did for the initial deposit. Later however, he said he wanted to balance to be paid in cash in USD on arrival. I told him that wasn't possible because we were going to be in Africa for several weeks prior to this tour and didn't want to carry that much cash with us. Eventually he agreed to let us pay in credit card but insisted on an additional fee that wasn't previously agreed upon. This wasn't a deal breaker but in was the first in several instances where things weren't quite as initially stated.
Getting to the Mombasa train station and onto the train was an absolute fiasco. Our driver was supposed to pick us up at our hotel in Diani beach at 5am on Saturday in order to catch the 8am train. At 5am the driver was not there. This is where it gets tricky because at 5am (in the pitch black of night) there was a driver waiting at the hotel apparently arranged by the hotel. We got into his car and started driving. About :30min into the trip I asked him about the train tickets. He was confused because he thought he was taking us to the airport. At this point, I wasn't able to get a strong enough cell signal to call or text Peter, but the driver was able to finally get him on the phone. There was a lot of back and forth (and yelling) in Swahili over several calls that I didn't understand.
Once we did get to the train station, the plan was to wait for the other driver who we were told was an hour late getting to the hotel in Diani and he would come and give us the train tickets. This was not a good solution. First off security at the train station did not want us hanging around the parking lot. They said we had to either go thru the initial security check or leave. The train station was extremely chaotic. There were hundreds of people pushing and yelling and trying to get thru and we couldn't find any workers who spoke English to help us and I still wasn't able to use my phone. Peter and the other driver were trying to call me but none of the calls or texts were coming thru.
Eventually we did find a security guard who spoke enough English and was willing to help us. He took us thru security despite us not having tickets or a confirmation, and got Peter on the phone using his own phone. Peter then sent him copies of the ticket confirmation. He then whisked us into the lobby and told us to wait while he went and printed the tickets. Great! He came back gave us the tickets and pointed us to get in line. We waited in the line but when we got up front we were denied because Peter sent the guard the wrong ticket confirmation! The guard was gone and we were back to square one without tickets.
Keep in mind that the station is complete mayhem. At this point we tried to buy new tickets but the train was sold out. I was able to convince a ticket agent however to look up our names and reprint the tickets. This was much harder then it sounds but eventually they were able to do this but we had to pay an additional re-printing fee.
The original agreement included the transportation to the station and the train tickets, but we ended up having to pay the driver and the ticket re-print fee which was 30% of the price. When I asked Peter to reimburse us for these expenses he refused to do so basically blaming me saying it was my fault even though his drive wasn't on time.
We were met in Emali by David who would be our guide in Amboseli. David was wonderful. We thoroughly enjoyed ever minute with him especially the game drives.
We spent 2 nights at the Kibo Safari Camp and were supposed to do 4 game drives. One on the Saturday of arrival, two on Sunday, and one on Monday morning before heading to Nairobi by auto. However on Monday morning we were picked up in a vehicle (with a different driver) not suited for safari, so we headed to Nairobi without doing that fourth game drive. This wasn't a huge deal, but it was part of the agreement and payment. I never heard anything from Peter about this. In fact I never heard from Peter again after we arrived in Emali on the train. No follow up. I even waited three weeks to write this review to see if he or anyone from Apodiformes would contact me. Nothing.
This was not my first trip to Africa so I understand that stuff happens and things can go sideways. You have to be flexible. I get that, but the reason for this negative review is the lack of communication and follow up. The bottom line for me is that they over promised and under delivered which ended up costing us extra money out of pocket. I would not recommend Apodiformes Adventures.
CH
20-35 years of age | Experience level: first safari
Friendly but inexperienced
Review of experience with Afrinature in December 2023, 3 day private safari of Serengeti+Ngorongoro.
As this was part of our honeymoon, we hoped for a much better experience.
Vehicle:
- Our car was much older compared to other safari cars.
- Day 1: Car #1 had starting issues after the first stop and problems with the fridge and power outlets.
- Day 2: Unexpected refueling in the park. Car #1 broke down at 13:20. After a 30-minute wait, we were squeezed into a full safari car until Serengeti Main Gate. We then waited 2 hours for another ride, arriving at Ngorongoro Serena Lodge at 18:10. Lost 2 hours of private safari time.
- Day 3: Car #2 was even older, with a non-functional fridge and no middle sockets.
Flights
- Departure flight had a check-in name issue.
- Return flight was changed to 16:30 from Arusha instead of 20:20 from Kilimanjaro, cutting our Ngorongoro time by 2.5 hours. We had to eat in the car due to the rush, and we were informed of the change only at 11 am on the same day.
Accommodations
- No issues with Kutoka Lodge or the two Serena Lodges.
Meals
- The plan stated hot meals, but we received lunch boxes, which included meat on the first day despite our dietary restrictions. This change wasn't communicated, and we saw other groups with hot meals.
Recap
- Missed ~4.5 hours of safari.
- Spent ~2 hours in a shared ride instead of a private one.
- Lunch meals were not as advertised.
- Poor vehicle conditions.
Considering these issues, we request a refund of 10% of the total cost, which despite been agreed and reminded countless times, we are yet to receive.
SG
35-50 years of age | Experience level: first safari
Good at first but turning bad at the end
We have our tour at the end of July 2024. We have been in contact with Silas all this while for the arrangement. His response is very fast and even like midnight hour for him, he still can give you a response. At first before we settle and confirm the tour package, he always able to give fast response and show his enthusiasm. We have made good discussion, to settle down with our itinerary based on our flight schedule.
At one point in time, our flight got canceled, Silas also tried to accommodate our requirement, where he awaited us to give him confirmation of our next booking of flight. He also quickly responded and re-arranged our booked accommodation as well after our flight was confirmed. Although our request and questions were too lengthy and troublesome, he was still able to make time to explain. But somehow, when nearer to the date, his responses were getting shorter.
On the day Silas and the driver Ken were already there on time to pick us up from the airport. They also took us to get a sim card and buy packs of water for us on the trip. Ken was our driver and guide for all the game drive. We went to Nakuru then go to Maasai Mara, and last go to Naivasha. Overall, during the drive, from one place to another, and also during the game drive, Ken been on his phone always, only on and off will put it down. Even during the game drive, he was on the phone, and we thought that this might be his way to get information on the game drive. We didn't interfere much on this, as long as he driving safely.
Ken is a good driver, an experienced driver, but not a good guide. The problem is Ken shares only the bare minimum information with us. I am not requesting too much on this, but we felt that we were only briefed on the basic information. Most of the time we needed to prompt him with questions before we can get the answers, if we didn't ask or say anything, most likely we might not have given more information. There is a point where another vehicle broke down, and Ken offered to help fetch them together as we were staying at the same place. During this short trip, Ken was also on and off on his phone, where one of the passengers tried to do a video recording on the animals, he had to tell Ken to quiet down so that he could do his video recording on the animal. At which, we had been tolerating him on this, while we also did video recording, but we didn't so harsh on this point to make him stay silence at all.
When we visited the Maasai Mara village, we were asked to pay for the entrance fee, even though the itinerary plan stated it was included. 2 adults ws 60, and 2 kids were 30, so a total 90, where we only had USD100. At that point in time, we just paid first and without getting any change. It is later after communicating with Silas, and then he returned the 100 back to us. This shows the poor communication between him and the driver Ken.
On the journey, I had to find the topic for our communication with Ken, but every time it just went silence after a while. During the end of the trip, we were told that another freelance driver will pick us up, at which this driver Jidraf was able to talk more and introduced us to more information about Kenya this country, even sharing with us the lifestyle, the language, the towns, all those details that seem to be not important, he was able to share with us and tell us the background of that. This gave us a big comparison and noticed how little we got to know on our first 6 days of the trips. We were basically brought from lodge to lodge, and animals to the next animals only by Ken on our initial 6 days drive.
The problem with Ken also less communication with us, first incident is from Lake Nakuru to Maasai Mara. We were never told that we would be going to a souvenir shop and have lunch there. He just drove there and told us on the spot, he could have told us beforehand, we also understand that visiting a souvenir shop is part of a guided trip like this, but don't give us a surprise since it is all planned out.
2nd incident is about visit a Maasai Mara village, Ken could have briefed us on how it is going to be the routine on visit a village, or introduced some background, but nothing was said. Whether to put it before or after the Maasai Mara game drive, it was also not told until we asked.
3rd incident is when visiting the Hell's gate, where we needed to get a bicycle, we are family with young kids, and the young ones still don't know how to ride a bicycle. As an experienced guide, isn't it your responsibility to pre-alert us on what going to happen in Hell's Gate, and what is the plan for that. As a guide, you could have told us how much the price would be and told us to arrange for a bicycle with a children's seat, or a kid's bike with 4 wheels etc. But none was told, only until we reached the bicycle rental some distance before the entrance to Hell's gate, which is USD30 per bicycle. But what we have googled on the website the rental of bicycle only needs less than USD10. If we had not been careful and done our research before, we would have been scammed by the locals there. When we asked why the price hike, then we were told that it was peak season. But, when we reach the entrance of the Hell's gate, and we confront to Silas, only get to know, it is actually can get less than USD10, then we only offered to get the bike at this rate. At that point of time, we really don't know who to trust, neither Ken nor Silas. For those that are going to Hell's gate, please take note there is a guidance fee as well, if you don't pay for that, you don't have a guide inside, and you going to roam by yourself in which you might not know where to go, nobody gives you direction, and nobody brief to you the background of that.
4th incident was after Hell's gate, we were told Ken could no longer fetch us to airport on the next day, also our last day plan was to go to elephant orphanage and giraffe center. (Ken told us his car was faulty and needed immediate repair, but no one knew the truth). They arranged a freelance driver, who knew nothing about our next-day itinerary. The driver was only responsible for fetching us from Naivasha to the airport. Again, all of these was not well arranged and we were not told in advance. I thought the driver going to pick up the rest of the day up until drop us at airport, but after picked up then only knew he only responsible to bring us go to Nairobi and change another driver and vehicle. The elephant orphanage was supposed to be pre-booked one week in advance, and lucky enough my wife mentioned this, only they amended their mistake and booked it like 3 days before. Else I think it will be screwed up and end up we only left with giraffe center to go for.
5th incident is about the departure time from Naivasha to Elephant orphanage, we are foreigners and know nothing about operating hours. We thought visiting can be any time. But in fact, it is only 11am to 12pm. A day before, Ken suggested picking us up at 8am, but we told Ken to pick us up at 9.30am, since we did not have much plan for the rest on the last day. Ken did not tell us about the operating timing when I suggested 9.30am, but after that only he message and told me it will be close at 11am that's why needed to depart at 8am (also this information provided by him is wrong). Then he was like it's not his responsibility anymore, because he was not going to pick us tomorrow. Only then my wife double confirmed the time with Silas, only mentioned we must depart at 8am. Still the driver due to traffic came at 8.35am.
Luckily enough we managed to reach in time for the elephant orphanage. We do understand some hiccups on the itinerary happen, not everything goes to plan well, we only hoped it could be well communicated with us in advance about all the arrangements made. As a tour and guide expert, you should provide sufficient information about those entrance fees, travel duration needed, etc. I surely can google myself for all this information and do my own arrangements, but I trusted you to bring me the best experience. I do have a few persons who enquired me about this trip, but now I hesitate to give them your contact, as I don't know how trustworthy you are after this experience.
Still, I do recognize the effort from Silas, his fast response to requests, only it turned bad at the end of our trip. For Ken, he really a good driver, where he can drive out of the muddy place in a very bad situation, and he helped a few fellows to get out of those terrible situations where their vehicles were stuck. He is helpful whenever someone needs help.
US
35-50 years of age | Experience level: over 5 safaris
Poor Quality of Vehicle
I wrote to Jolie about our very poor experience with my group of 8 traveling 5-7 hours every day in a vehicle that was unsafe and has issues every single day and she completely dismissed me, and even blamed me. She asked why I didn’t send her pictures and I told her because our guide was in communication with her everyday it had issues. I asked for a new vehicle three times but he just kept getting it fixed, stating he will let the company know about the poor condition of the vehicle. Every time we shut the door of different bolt or piece of the vehicle would fall off or fall apart. It was very laughable. The vehicle had to be taken in for servicing 4 times. It lost brake fluid, lost 4 wheel drive, was leaking a large amount of oil, broke down 3 times, had no AC, and my seat wasn’t even bolted down. She dismissed me and my complaints and told me there is nothing wrong with the vehicle. One of my guest had to fix the vehicle himself and he said it doesn’t look like the vehicle has been serviced in years and transmission and radiator was caked with mud and dirt and that’s why we kept overheating. It was sooooo uncomfortable being cramped in this vehicle for 8 days breathing in dust and pollution because the company was too cheap to give us air conditioning.
Here is the letter I wrote to Jolie that only came back pointing the finger back to me and completely dismissing and minimizing my concerns:
Jolie,
Thank you for planning my trip for my group to Rwanda and Uganda. Thank you for Joseph - he was wonderful and for picking really great accommodations!
The highlight was of course seeing the primates , which everyone loved. All the trekking excursion were awesome.
The biggest negative feedback is long drive times in a bad vehicle. I feel your company really needs to replace this vehicles. Guests cannot pay what they do and spend 8 days in this vehicle.
I am requesting some sort of refund for our poor experience with the vehicle over our 8 days. The vehicle had no air conditioning so my guests spent 8 days either extremely hot with the windows up or breathing in dust and exhaust with them down. The vehicle is in very bad condition and you really should not be using it for your customers. I am embarrassed and had to apologize multiple times to them. We lost several hours of our tour due to it breaking down. Everyday there was a new issue with the vehicle. I saw several other companies with nice, new, branded vehicles where the guests could have their windows up and enjoy a comfortable ride. I am not sure why your company could not provide the same comfortable experience for us. Being in this vehicle for 4-7 hours every day ( which I was unaware would be the case) made this trip difficult and not the experience I was looking to provide to my guests . I felt like I was going to pass out several different times due to sitting in the front and the heat of the engine on me with no AC. Often times, the vehicle was not safe( no 4 wheel drive, leaking oil, break fluid issue, my seat not bolted down, etc)
I am disappointed you did not let me know in advance that Kigali would be shut down and we would miss the scheduled itinerary for this location on the 1 st day, which many were looking forward to on their once in their lifetime trip to Rwanda. Not planning in advance for this or our luggage was avoidable. Putting 8 people in an old, run down vehicle with space for 3 people’s bag was a questionable choice. Thank you for sending an extra vehicle after the fact though. I have no idea what we would have done if you did not do that.
Please let me know what you feel would be a fair refund back to my credit card for our experience. Thank you
US
20-35 years of age | Experience level: first safari
Pure Luck or chaotic safari?
I don't know where to start to be honest.. this will be long. I spoke to the tour organizer fiona through WhatsApp she sounded lovely and I felt very comfortable and that I can trust her since it was my first safari and my birthday celebration. We decided to pay extra to be with her even though we had different companies.
To start off, the person that had to pick us up was 4 hours late . So we had to go to lunch and immediately rushing to masai mara. The driver was driving very fast With good intentions that he wanted us to be able to see the park. Which resulted in a bad accident on day 1. My head banged against the windows of the van and the rocks on the floor. Van flipped completely on the floor due to the driver rushing [ not a great start for a first day]. I did speak to fiona and she offered to refund us the money and take me to the hospital. At this point I didn't have much of a choice because we were in the middle of a camp and I'd loose all the time that I planned for. so truly my only choice was to keep going unfortunately...As it was near impossible to find another safari on the spot. I was thankfully okay after a few days. I did ask for change of car and driver and that was granted. Besides that it was very Unorganized, moved randomly,rushed, incorrect information given. PDF given as decoration nothing is followed on that PDF she gives you. No proper communication. [ ] Where it says optional- not really optional someone changed their mind and they had nowhere to go so they were forced to pay.Different companies compiled in one car which caused plans to change and lost time = frustration
[ ] On day 3 said we would relax at hotel did it happen? No as I said random and disorganized. We lost time and I felt like i was constantly rushed which also caused the second driver to loose his excitement as it was frustration constantly instead of joy... you get what you pay for... did I see the big five? Yes thank God I didn't expect that at all. Am I disappointed absolutely. The tour coordinator didnt not want to take accountability for accident but later apologized for all the wrong things thay kept happening every single day. which I appreciated some things were not in her hands but there is definitely room for improving or maybe it's just pure bad luck for us? Side note; I did speak with someone else that we met and was dealing with inspired feet and they also complained of disorganized and communication issues.
20-35 years of age | Experience level: first safari
Alright
Didn’t get to see any animals, other than your monkeys, elephants and impala’s, extremely disappointed after previously calling the day before and being told to come any time to see any animal, but the day of coming only seeing little and being told we should’ve come earlier, therefore ultimately given poor advise and wasted money.
50-65 years of age | Experience level: over 5 safaris
Disappointing experience
We used Safari bookings to find an in country tour operator for a trip of Uganda. We contacted 3 operators outlining what we wanted and had a couple of quotes back, Ganyana was very responsive and sent a detailed experience with an additional 3 nights at the end of the trip. We spent time checking them out and felt comfortable booking the holiday after reassurance that the itinerary and lodges would be as quoted. We also asked for information on travelling distances between the national parks. These turned out in most cases to be as much as double quoted, if I’d know I may well of flown some of the legs!
On arriving in Uganda we meet the operator at our hotel to be informed that had changes to our itinerary! This included lodges turned from a 4 star to a 2 star, in Bwindi we arrived after a 9 hour drive to be taken to a 2star guest house which wasn’t one of the changes we’d be told about and should of been. 4 star lodge.
On day one we were collected over an hour late due to traffic but on route our guide was struggling to stay awake and in the end we had to insist he pull over. The same thing happened on a number of occasions on the trip. These issues left us very disappointed and frankly taken advantage of, it’s a real shame because the people throughout Uganda gave us a warm and friendly welcome and wanted to show case Uganda, it’s shame our experience with Ganyana has left us disappointed
CH
65+ years of age | Experience level: 2-5 safaris
Dunas Safari: avoid!
Namibia is a magnificent country. The lodges are generally well located, often with spectacular views, and offer every comfort. What we ask of a tour operator, and what we pay them for, is to offer an interesting programme, without too much stress (we're on holiday, after all) and, above all, a realistic programme that can be kept.
The organisation of our trip by Dunas Safari did not live up to our basic expectations. In particular, several transfers during the 3rd week (when we no longer had a hire car) were not properly planned and this meant that on several occasions we missed activities that had been included in the programme and paid for! Another couple we met during our trip, who had also used the services of Dunas Safari, experienced similar, if not more unfortunate, problems.
In comparison, Dunas Safari turned out to be much more expensive than other operators and we had the unpleasant impression that we were paying a surcharge because we were Swiss....
Apart from that, Namibia is a beautiful country, often breathtaking, which we highly recommend you visit; you'll find other excellent tour operators in Windhoek.
CN
20-35 years of age | Experience level: first safari
A DISAPPOINTING Safari Experience with a DISRESPECTFUL guide!
My friend and I chose Imani for a 7-day trip in July, hoping for a memorable experience. Unfortunately, we encountered a series of disorganized and disappointing events that left us questioning the agency’s professionalism.
The issues included accommodation and itinerary errors, lack of communication, a rush itinerary, and the disrespectful guide, Fred.
1. Accommodation and Itinerary Discrepancies:
(1) Downgrade of accommodation: On July 24, our driver informed us that our originally booked hotel, Mara Kati Kati Camp, was destroyed by a wildfire. We were left with no choice but to accept an alternative hotel they had arranged. However, upon checking in at the Untamed Migration Camps, we discovered that this hotel was significantly inferior, holding merely 3 reviews on Tripadvisor, compared to the initial booking's 1724 reviews. We reached out to the manager, Mike, hoping for clarification and a refund of the price difference, but his response lacked any apology. He simply stated that it wasn't his fault and that Untamed Migration Camps is better than Mara Kati Kati Camp, and then ceased further communication. Later, we met another group from the same travel agency who were upgraded to a better hotel (Baobab Lodge & Camp) due to the Mara Kati Kati being fully booked, not destroyed by fire as we were told. This discrepancy in stories left us doubting the veracity of the wildfire claim and feeling deceived.
(2) Mistaking us for the wrong accommodation: On July 26, we were mistakenly taken to the wrong hotel, Manyara Secret, and endured a half-hour wait and more unapologetic responses from management. Our eventual accommodation at Escarpment Luxury Lodge proved inadequate with issues like malodorous rooms and a leaking air conditioner, which necessitated a midnight room change. The staff then moved us to a standard room type—larger, cleaner, and more organized. Only then did we realize that, even after the hotel mix-up, the agency had initially booked us into the most remote and least desirable room in the hotel. We ended up having to pack and move rooms in the early hours of the morning.
(3) Meals not covered during the first-day trip: Contrary to our itinerary, meals were not provided on the first day. We had to cover these costs out-of-pocket, with the agency only reimbursing us for lunch after a discussion with the manager.
1. Unreasonable Itinerary Planning:
We booked a 7-day safari trip through Imani but were not informed in advance about the overly rushed schedule. In practice, we only had 5 days of actual safari, with a significant portion of our time spent in transit. Our time in the Serengeti was rushed, limiting our encounters with wildlife. On the last day, with almost no activities scheduled by Imani, we had to independently arrange a village tour and a visit to a Maasai village. The agency failed to provide a clear and flexible itinerary that would have allowed us to adjust or reduce activities to enhance our experience.
2. Communication Shortfalls:
Although Imani uses communication apps such as WeChat, they did not provide these contact details in our email exchanges, hindering effective communication. Besides, during our initial email correspondence when we expressed enthusiasm about booking their tour, they did not supply a final itinerary, leading to numerous misunderstandings and errors during our trip.
3. The driver Fred is a very unprofessional and disrespectful guide. We did not feel that he prioritized the passengers' experience, and we even sensed his disdain. His unsatisfied behaviors include but are not limited to:
(1) UNAUTHORIZED USE OF PERSONAL BELONGINGS: The driver Fred, realized his camera was malfunctioning, and I told him that if he wanted to take photos, he could borrow the camera from mine when needed. However, on July 25, he took my camera without my consent, inserted his memory card, and used it to take photos. He even posted Instagram stories of him holding my camera. This was done without any apology and is the most incomprehensible and infuriating issue I encountered.
(2) POOR COMMUNICATION and Lack of Consideration During Safari: Throughout the safari, the driver dictated all movements without any discussion—driving when he decided and only stopping when he chose to. When I requested a brief stop to capture better photos of the lion family, he declined, claiming that we were not allowed to linger in that area (why? and why cannot we get the permission?). This made every wildlife sighting incredibly tense, as I was always worried about missing the opportunity to take photos. Such an experience was profoundly unsatisfactory.
(3) Neglect in Customer Experience: After exchanging Instagram accounts, I noticed that the photos he took after spotting a group of elephants closely were from a much better angle than ours, which was taken from a rear perspective. The prioritization of viewing angles seemed skewed to benefit Fred’s own photographic interests rather than providing guests with optimal wildlife viewing experiences, as evidenced by the superior angles of his photos compared to ours.
(4) Uncommunicated Personal Errands: The driver often had his own errands, such as delivering supplies to his friends or buying personal items. We understand that these tasks might be necessary, but he never informed us in advance nor did he communicate his plans to us.
After expressing our frustrations, the agency offered a paltry $250 refund and a complimentary airport transfer. It hardly compensated for the multitude of issues we experienced. The trip culminated in an apology from the manager, but it was too late. This trip has left such a negative impact that I am disinclined to visit Tanzania again. I have traveled to more than 30 countries and have lived in several countries, but had never had such a poor travel experience.
It is crucial to share our story to help others avoid similar negative experiences. The level of service provided by Imani was not only disappointing but unacceptable, and I caution potential travelers to carefully consider their options when booking a safari in Tanzania.
NZ
20-35 years of age | Experience level: over 5 safaris
Would not recommend
We were very excited for our 9 day private tour across Kenya and Tanzania. We had hand picked the itinerary, accommodation and paid for everything upfront. Geofrey would always reply promptly but as the tour took place there were down falls that should’ve been avoided.
Prior to the tour starting they didn’t book accommodation in time so we had to change some of our options a few times.
Our driver in Tanzania was not experienced in the places we visited and we spent hours of our game drive with him asking for directions to our accommodation.
Accommodation was not booked correctly, we arrived at our accommodation and Osnet had booked elsewhere so we had to drive another 2 hours late at night to get there.
Our vehicle had issues and we missed morning and afternoon game drives.
We had a village tour included but payment wasn't arranged by Osnet so we paid, then Geofrey said we paid too much and they wouldn’t refund us what we paid, only a third of the amount.
One of our lodges overbooked us and Geofrey advised us the day of when he was told. He didn’t accept the downgrade of alternative accommodation but he didn’t follow up to ensure we would have a refund of the difference. Instead when we arrived it was not sorted so we spent the evening arranging the refund on his behalf - I was doing his job.
We had them book a train for us and it was last minute he told us that he booked it too late and the tickets we paid for were sold out so he refunded us the difference.
We didn’t get compensated for an inexperienced driver, the mix up in accommodation from the itinerary, loss of game drives, or the refund we are due from the lodge. Geofrey seems to have blocked my number and we now can’t get hold of them to get the money back.
The highlight was our guide Robert in the Maasai Mara, he was fantastic!!!!