IE
20-35 years of age | Experience level: over 5 safaris
Terrible customer service
Our visa arrangements were mismanaged and we were offered no recourse when we weren't allowed on our flight. Terrible company and really rude people.
NZ
35-50 years of age | Experience level: first safari
Disapponited with overall attitude of company
Booked to go on safari in MARCH 2020 for a 25 wedding anniversary. We had planned to travel but sadly our borders were closed one week before our travel date., sadly being in New Zealand our Borders were closed for a considerable amount of time. When trying to reschedule this safari the price increases were large, some aspects of safari such as internal flights could not be confirmed or prices increase confirmed, we were told a refund was not possible and because they had already paid the various hotels a refund would not be considered. Several times in order to get a response messages had to be left on the facebook page. An e mail was sent to Prime Uganda Safari several times stating the price increase was substantial per person and that we were doing our best to confirm rebooking. In all e mails it would be re iterated to us that it was our fault as we only postponed the safari one week before travel, the International orders were closed one week before our safari commenced so we had very little choice. An e mail was then received stating our safari had been cancelled by Prime Uganda Safari and could not be rebooked so the total cost of our safari has been lost and cannot be rebooked. Whilst the e mails from Cate were polite no consideration was given at all to this mile stone safari that has been booked or the fact that an extra $7000 could not be found immediately to pay the increased costs or indeed borders were closed one week prior to our safari so we had no choice but to postpone. I would not recommend booking with this company at all, sad fact is other people have had their safari's honoured with other companies with no price increases, not the case with this company. Our only way forward is to complain officially. I would recommend being cautious and book internally within your home country as this company have had little compassion or consideration to our covid situation as we are abroad.
US
35-50 years of age | Experience level: over 5 safaris
Do not book with this company or Andrew as you will not get what he promises you.
Andrew is not even capable of setting up a successful timeline for a trip which makes the name of his company ironic and absurd in his case. He cannot be trusted. Andrew did not include all activities, services, and meals as promised for the itinerary we agreed upon for the set price that was established. There were numerous activities and fees he did not book or pay in advance, causing multiple complications. He tried to cheat us out of several things to keep as much money for himself rather than honoring our agreement. He refused to give us vouchers or contact details for accommodations, drivers, or anything related to our trip after he got our money and we were already in South Africa. He put us in an unsafe and very vulnerable situation on this trip, not to mention caused us immense anxiety. We had to spend our free time trying to troubleshoot the problems he created. We lost hours battling with him trying to pay for things he promised and had to recruit people from our lodges to help us. He scheduled drivers to pick us up at our hotel at the same time we were supposed to be on a boat ride or safari 3 hours away. This caused us to miss multiple activities be they were not scheduled in a realistic way. We were left in the middle of no where without a driver one night and another night we not given the accommodation we were promised and forced to camp in a tiny zip up tent in the middle of wild animals instead of the luxury tented lodge described in the itinerary that Andrew just decided he was not going to book as promised. I could write pages on all the lies and deception this man did regarding our trip. Andrew literally told me that he was going to make my trip painful after he took our money and we were dropped off by ourselves in Kruger NP (when he was supposed to be our guide/driver for 2 more days)and this was the only thing that came out of his mouth that was true. Do not give this company or Andrew any money. Avoid at all costs.
US
35-50 years of age | Experience level: over 5 safaris
Warning do not trust this person or risk your money or safety with him. He is a fraud!
Benjamin Wilson stole $2908 from me for a trip he never gave us. The trip could not happen as planned in September 2020 due to COVID and travel bans. He refuses to return my money numerous times and did not honor trip voucher to do the trip promised in September 2022. I initially asked for my money back in June 2020 after the pandemic situation was in full swing, but he assured me there no need to worry. Then he still refused to return my money when no one could he fly there. He is very unprofessional, dishonest, and above all he is unethical. I am not sure how he is still in business and my prediction is that is will not be for much longer with his behavior. He was drunk on the phone the last time I spoke to him in August 2022. He even admitted drinking and cussed at me. He made it clear he had not booked our trip as planned, refused to go over any details, and even had our trip dates incorrect. He has even played games with me pretending him will return the money and then turns around and says he will not. He asked for my bank details to wire the money and of course never did. I do not anyone to fall victim to the fraudulent actions of this person or company. As a result of the above situation, I did not travel with this company or Ben, a blessing in disguise given my experience with him up to this point.
FR
20-35 years of age | Experience level: first safari
Bad experience in October 2022
We booked a week's safari with this agency. The stay included 4 parks. The director of the agency, Michael, announced a small change to us when we arrived. We did not understand at the time that he removed the Ngorongoro crater from the program: a must in Tanzania! In order to go there we had to pay for the park ourselves. So we paid for this park when booking with the agency and once there (we are talking about more than $430).
I would add that when we arrived, no driver came to pick us up. The agency was unreachable for an hour … I strongly advise against booking such a beautiful and expensive trip with this agency.
Nous avons réservé une semaine de safari avec cette agence. Le séjour comprenait 4 parcs. Le directeur de l’agence, Michael, nous a annoncé un petit changement lors de notre arrivée. Nous avons pas compris sur le coup qu’il a supprimé du programme le cratère Ngorongoro : un incontournable de la Tanzanie! Afin d’y aller nous avons dû payer le parc nous meme. Donc nous avons payé ce parc lors de la réservation avec l’agence et une fois sur place ( on parle de plus de 430$).
Je rajoute que lors de notre arrivée, aucun chauffeur n’est venu nous chercher. L’agence a été injoignable pendant une heure … je déconseille vivement de réserver un voyage aussi beau et cher avec cette agence.
CA
20-35 years of age | Experience level: first safari
AWFUL
I'm glad this company is no longer allowed on here as in our opinion we have been scammed. Unfortunately I had purchased a safari with them before they were taken off of here. I'm so upset!!!!!!!!!!!!!!!! This has ruined my honeymoon entirely and am out about $2600 Canadian. Please be more careful when choosing tour companies that can advertise on here.
AE
35-50 years of age | Experience level: 2-5 safaris
Money making scheme
DO NOT BOOK WITH THIS OPERATOR OR GO ON A TOUR TO MITI MING.
They say on the website a maximum of 7 people. At the start of our journey we was 6 which was great as everyone had a window seat and could stand up to watch the wildlife during the safari.
However on day 2, 2 people were forced to join us. Even though we all complained extensively we were told tough. This meant someone had to sit in the front (cannot stand up and only have view of one side - not 360 like all other window seats stood up) and someone stood in the middle (no window seat). We were very cramped up and couldn’t move much. Especially driving over rough terrain in a minivan (not 4x4 with small wheels).
This is a money making scheme so they didn’t have to paid for another driver and view of a minivan for a 12 hour tour. Yes 12 hours with 8 people cramped in a minivan. This is not what we paid for and nothing was resolved.
I will never go back to Kenya again, the people were so rude and any opportunity to get money from you. Tried to make us go to the village for 20USD, go on a 450USD balloon ride and also I boat ride that we didn’t care for the price as we knew it would be expensive.
AVOID THIS SAFARI COMPANY AND CAMPSITE. Join a safari you are going to enjoy and a company that stick to their agreement.
IN
35-50 years of age | Experience level: over 5 safaris
Disappointing cancellation service
Disappointed with the way cancellation was handled. My wife and I had planned a 3 day safari with Joshua in August 2022. However had to cancel due to last minute flight cancellations. He committed to refund 25% of the initial payment. Joshua was very prompt to respond till the time payment was received. However when the cancellation plan was shared, Joshua went AWOL. Still awaiting the refund.
JP
20-35 years of age | Experience level: first safari
Poor organization
We are uni students from Japan.
People are nice but the owner is not a trustworthy person.
Guides are amazing and they are responsible to their job. The guide, Emanuel was strong, responsible and always cheered us up. The assistant guide, Shukuru was full of knowledge about nature. The trekking itself was an amazing experience with amazing guides and porters.
However, we paid our hut fee($165 for two of us) through credit card but one of them was cancelled so we tried it again with a different credit card. After that, we found out that the payments were withdrawn double. Thus, we asked the manager to get the refund but he rejected and denied that there is no double withdrawal.
Moreover, he called us THEFT. I don’t understand why he can tell there is not double withdrawal and I am not comfortable with being called “theft”
If you want to do trekking, you should make a payment by cash, and not with this company.
US
35-50 years of age | Experience level: first safari
He is a dishonest man who only selectively paid for activities/ meals on our itinerary.
This man did not stick to our agreed upon itinerary. He would not provide us vouchers or confirmations for bookings because he had only paid for some of our activities and not others. He did not always provide the stated accommodations on our itinerary either, changing some of them after we paid. Even certain meals on the itinerary were not provided. If it was not for the help of the employees of our lodging and transportation companies that advocated for us to get payment and information out of Andrew, it could have been much worse. It was a vulnerable situation, having paid for the whole trip and being in another country without the security that everything was provided for. We were trying to stay one step ahead by calling our lodging ahead of time to find out if it was paid for and which excursions. It was hard to enjoy our trip with having so much anxiety and insecurity.