US
20-35 years of age | Experience level: first safari
Horrible customer service, do NOT book with this agency
Our safari was an absolute disaster. This agency failed to communicate with us the entire way, since our first pick up until we got dropped of. For the entire safari we were unsure of what the next step would be, who would pick us up, what time, etc. We spent more time waiting than actually doing activities. The organization of the entire experience was extremely disappointing and the customer service after our complaint was more of the same. Will not book with them again.
20-35 years of age | Experience level: first safari
Bad organization
The experience with this agency was really bad since the first time. The agency confirmed all and in the day before in afternoon change all (destinations and the group) when we had all bought... We had to find a solution paying more 400$ to had a private safari (the only form to went to destinations since first day confirmed). When we arrived they required the payment and we gave the credit card but they wanted in cash... We had to go in the bank, lost 3 hours and paid taxes and exchanges rates. When I asked the employee why she didn't told us about the payment, she answered:"you didn't asked"!!! The employee sent a picture of the tent with a bed and when we arrived we had to pick up the tent and the bed didn't exist. Was terrible... Don't buy anything here!!
US
35-50 years of age | Experience level: over 5 safaris
Horrible
We had been wanting to go to Rwanda to see the gorillas for a few years. We chose Rwanda over Uganda due to the conservation efforts of the country. A trip like this costs a lot of money so we had to really plan it out. We have traveled all over the world and have been to Africa many times including Tanzania, Egypt, South Africa, Kenya and Botswana. In March 2019, from online research my husband, Chirag Amin, contacted the company, Gorilla Trek Africa, working with their senior consultant Nelson. Chirag asked them to create a luxury package as we were travelling without our children after many years.
There were some things my husband wanted to do such as go to Congo while we were there. He threw out some ideas but wasn’t really guided one way or another to say whether some of those things are plausible. Eventually we had an itinerary. So comes July and we are ready to go, we confirmed multiple times that this was a luxury package as we were paying luxury package price. We packed everything on the list that was provided by the agency. We flew from Tampa to DC to Brussels to Kigali. Before we had even landed and started our trip we got an email from Nelson saying
We previously told you that the balance can only be paid in in cash in
>
> new USD bills or by card/ bank not later than a week to the start of
> the
> tour. It is very disappointing to hear that you want to pay by card at
>
> this late hour.
We weren’t sure why he was disappointed, I guess they want cash but we wanted to pay by card. It wasn’t even the cash/card issue it was the tone the email took as soon as he learned we were paying by card and we hadn’t even landed yet. I told my husband this does not sound good, so we managed to half the balance in cash and the other half by card not to make HIS disappointment worse.
Night 2, we got to our first hotel which wasn’t bad but were told by multiple people it is a 3 star even for Rwanda. We figured we will address it later, let’s see how things go. The food was to be included in the package so we went for lunch. The menu was extensive and looked pretty good. I asked for a salad, they didn’t have lettuce. Fine, I asked for a sandwich, they didn’t have cheese. Fine, how about some pizza? Again no cheese. That narrowed the choices to soup and meat and rice. This wasn’t an issue as it was one of our first meals. However, by meal 3 we had eaten the same thing 3 times. The shower was slimy but the bed was comfortable.
Our second day we went to go see chimpanzees before we were to leave for Goma/Congo. On our tour we met many people and told them about our plans and where we were staying in Goma. One of the gentle man was from Germany living in Kigali, a journalist that has traveled all over that area. Him and his companion as well as our driver advised us the hotel in Goma is maybe a 2 star. Our friend on the tour said you won’t be able to stay there, its barely $40 a night. Chirag contacted Nelson and expressed his concern, Nelson said he can change the hotel as there are other options but it will cost us 300$ USD to change it. First, a hotel that was 40$ a night was booked for a luxury package while another option was available and then we were charged $300 to change it!! Nelson’s email even said the hotel in Goma is just OK. We also expressed out concerns about the hotel we were currently staying at. In response, Nelson said our expectations and African reality were no matched. He further went on to say
Once you lower your expectations, you will have a great trip experience
just like what others always get
I see you are just being so picky and complicated and this will
compromise your trip experience.
We asked for a luxury package, paid for a luxury package to not only receive sub par accommodations but unprofessional, rude and unacceptable customer service. We were asked to LOWER our expectations. This made Chirag upset as believe me we paid a lot of money for this trip. He told Nelson that this was upsetting in return Nelson said
We are all human!
Just the way you get pissed off, i as well can get pissed off!
Let us not make an issue out of this
We need to cooperate if we are to have a good trip, otherwise threats
won't make any good for any of us
You either enjoy your trip or ruin it, the ball is entirely in your
hands
So my over all review, if you want to pay luxury prices, then receive sub par accommodations and even worse treatment, book with this agency. We encountered many tourists that were staying at nice hotels so it has nothing to do with the African reality. This agency hopes that you are a naïve traveler and won’t know any better so they can charge for a luxury package but then treat you like crap once they get your money. Why book a hotel that $40 a night 2 stars and they say oh there is a better option, it will cost you $300 to change it. Why was booked to begin with? Chirag never gave Nelson a ceiling for the price of the package so he charged A LOT but delivered nothing and then HE was disappointed when we didn’t’ bring cash. The email excerpts are just the tip of the iceberg. He never apologized and even stopped contacting us to fix anything. And if you say anything they will get pissed off and cut off contact. This is highly unprofessional, so forget about the money, book with this agency if you want to be treated badly.
IN
35-50 years of age | Experience level: 2-5 safaris
Review about Damaraland by Anil Sunkara
May be the location we stayed was away from the actual action . so we hardly did anything there.
HR
35-50 years of age | Experience level: 2-5 safaris
Unprofessional, unorganized and not having appropriate car
1- We arrived at Nairobi airport at midnight, no one was waiting for us, we have to call the Esther to arrange a transport
2- We booked for private game ride but one day in Masai Mara another car broke down, the driver asked us if we can help them to get them to their hotel, we said its ok but we ended up whole day with 5 people in our car. They completely ruined 1 day of our trip. When we complained the agency sincerely apologized and said it will not happen again. We asked for refund for 1 day but they refused.
3- The driver was just a driver, he didn't know anything about the animals, nature or culture, this waisted lots of our time.
4- The last accomodation had nothing in common with pictures, the rooms were absolutely dirty, it seemed they never washed them since they built the camp. No internet access although wifi signal was available.
5- The car was not appropriate for luxury safari tour. It stuck several times in the field, waiting several hours of our time.
6- In the itinerary there was a lunch for the last day but the driver dropped us at the airport without lunch.
ES
35-50 years of age | Experience level: first safari
Beware!!! Fraud
We arrive today to a 10 days trip, already payed and they didn’t show up! We when to their office and there was no one. They dont get the phone... we went to the police and we found 3 more persons as us.
Now we dont have the money and we dont have vacations!
What you do in this cases?
20-35 years of age | Experience level: first safari
BEWARE: Please do not book before reading this!!
When my mom and I agreed we wanted to come to Africa this year, I contacted multiple safari companies. Kenya Walking (KW) was the fastest to respond. I also chose to go with them because they are local, the reviews online seemed great, and it was in our budget. We paid half then, and half when we got here on July 17th. We were supposed to have a 15 day Kenya and Tanzania trip.
Our first 10 days, all in Kenya, were fantastic. We were very satisfied with the experience and nothing went wrong. However, on our 11th day, when we were supposed to go to Tanzania, everything dissolved into chaos. The driver who was supposed to pick us up at the border was not there. There was a group before us to told us they had been waiting at the border a day, and they did eventually get picked up. We were worried, but we waited there like the company told us to do. KW kept saying they would be there shortly. After hours in the hot car, we finally went to the hotel. KW told us to get a room there (we paid for it), and that the driver would arrive in the morning. The next day, after calling and waiting for hours, still no driver. KW hung up on me and then just stopped answering the phone.
We were finally picked up, just as we were leaving to go back to Amboseli, and taken to Tanzania. The next 5 days there ( we stayed a day extra because of all this) were awful. No permits, hotels, or meals were paid for. We would be waiting at the park gate for hours until either a permit came through, or we paid for it ourselves (it is way more expensive to pay for permits yourself. we paid $280 just to get into serengeti). There were a couple middle men between KW and us, and all of them were calling us telling us a different story or a different plan. The hotels we did stay at, we either paid for or the owner let us stay there, despite not being paid yet. Of our 5 days in Tanzania, only 1 was very good, and we had to pay for hotels that night. Between my mom and I, KW had been paid $440 each day for us to be there. That money was nowhere to be seen. I soon found out the likely cause
Fortunately, getting back to Nairobi was smooth. There was a driver there to pick us up. By this time, I had peiced together some of the story. Our driver then told me the rest.
KW is run by a guy named OT. Last year, OT apparently spent the equivalent of $500,000 on a peice of land with tourist money. He thought the land investment would return a profit by the time the tourists arrived in june/july. The guy who sold him the land was a conman, and the money was lost. So, clients were stuck in the same situation. At the time, OT had his tour company license taken away. Somehow, perhaps with a bribe, he got it back. He also seems to have doctored his reviews online (there is warning on trip adviser now about it). This year, it seems he may have done something similar, lost all the company's money. This disaster unfolded starting on Saturday, July 28th, when the group before us got stuck at the border. It has been one week since then, and now the company's website is down, multiple guests (including myself) have filed reports in the Kenya Police office and with the Kenya Tourist Police, and the drivers are doing the same because they have not been paid. Our drivers were so kind, I feel terrible that they have not received compensation for their time and work, as this is their livelihood. I was also told there are 16 people stuck at the Tanzanian border, and more tour groups stuck around the country. We received an email from KW promising to refund us by certain dates later this year, but I have doubts that will happen.
What a terrible situation that has impacted so many people. We feel fortunate that this didn't happen before we got here or right after, because we did have a great first 10 days.
20-35 years of age | Experience level: 2-5 safaris
Worst service at Addo Elephant Park
We arrived with no water at our accomodation and still had no water when we checked out. The park did not even have the decency to inform us of the problem let alone deliver a bucket of water for toilet use. We ended up having to go with bottles to reception to fill up so we could flush our toilet and at least wash our faces and brush our teeth last night and this morning.
This is disgusting for the amount you pay to stay in the park.
We won't be using Addo again.
35-50 years of age | Experience level: 2-5 safaris
Fake company
We booked in June for a 5 day safari in the mara. The communication was poor but they did answer the questions. Soon the day nobody turned up so we rang the company. They said that there had been a problem and that there would be a taxi picking us up to meet them at Maai Mahui. The taxi took us to where we were to meet the guide but they never turned up. We had to pay the taxi and we were stranded in the middle of nowhere. The company turned off their phones not long after we arrived at the meet point. The police have said that this is most likely a fake company with fake reviews. DO NOT USE THIS COMPANY.
BR
20-35 years of age | Experience level: first safari
Fraud
We booked a 4 day safari with Mr Otieno on May. It was supposed to start on August 4 at 8:30.
We kept contact with him throught email until August 31. On August 2 we tried to contact him without success. The website was off. All the telephones off. We read coments on trip advisor and safari bookings that he disappeared since August 1.
Today he didn’t show up to pick us up. We are going to the tourists police.