$515 pp (USD)
2 travelers on Start dateThis Tour Is Offered By
JAMBO TRAVEL HOUSE TEAM
Jambo Travel House
- Office In:
- Size:
- 10-20 employees (Founded in 2000)
- Member Of:
- Kenya Association of Tour Operators
- Tour Types:
- Custom mid-range & luxury tours that can start every day
- Destinations:
-
KETZ
Apart from our enthusiasm to offer clients an experience of a lifetime within our culturally diverse Flora, Fauna and beautiful land, we are also passionate about the preservation of our natural environment. We believe that as we wrestle with the demands of poor and exploding populations, the responsibility lies with all mankind. Jambo Travelhouse Safaris believes that correct education will help develop an understanding of the vital importance of preserving our fragile and beautiful world .
Reviews6
A safari operator whose guiding standards and handling of customer concerns fell below professional
I booked a shared Tsavo East safari experience through Kisite Discovery Safaris, which was operated by Jambo TravelHouse Holidays. The trip delivered did not match the itinerary and experience described to me at the time of booking, and the subsequent complaint process fell well below professional standards.
Issues:
• Location Discrepancy: The safari was marketed and sold as a Tsavo East safari. However, I was never actually taken into Tsavo East National Park. All game drives took place within a small private conservancy near the lodge.
• Group Status: During both the booking process and the safari itself, I was repeatedly told that I would be joining a group of French and German tourists. No group ever materialised. Only after I raised concerns following the safari was I informed that the booking had supposedly been changed to a private safari without my prior knowledge or consent. This explanation was later used to justify both the higher price I had paid and the fact that I was never taken into Tsavo East National Park.
• Guiding Standards: The guide spent significant portions of the three two-hour game drives on his mobile phone and speaking with the driver rather than actively guiding the safari. One game drive was cut short, and another was going to end early until I pointed out the discrepancy.
• Complaint Handling: After returning from the safari, I spent considerable time attempting to obtain clear explanations regarding what had happened. Kisite Discovery Safaris remained in contact with me, but the explanations they provided kept changing. At various points, responsibility was attributed to the guide, the booking agent, or the alleged “private safari” arrangement. Several pricing justifications also did not match the information I was able to independently verify.
• Refusal to Engage by Jambo TravelHouse Holidays: When I attempted to raise concerns directly with Jambo TravelHouse Holidays regarding the operational delivery of the safari and the conduct of their guide, they were dismissive and repeatedly referred me back to Kisite Discovery Safaris rather than engaging meaningfully with the issues raised.
• Staff Pressure: Kisite Discovery Safaris eventually offered $30 in compensation and explicitly informed me that the amount would be deducted directly from the booking agent’s salary. I was later contacted personally by the booking agent, who asked me not to accept the refund because of the financial impact it would have on him. No customer should be placed in that position.
Positives:
The Ngutuni Lodge was lovely, with many elephant sightings and excellent customer service. We did manage to spot a leopard at the end of the final game drive - much to the extreme surprise of the guide and driver. The daytime driver made an effort to improve the experience once I expressed dissatisfaction.
Overall, this tour did not deliver the location or group structure promised at the time of booking. Based on previous safari experiences in Kenya, I do not believe this experience met acceptable professional standards, particularly in terms of communication, guiding, and complaint handling.
I would not recommend either Kisite Discovery Safaris or Jambo TravelHouse Holidays, although Ngutuni Lodge is a wonderful place to spend a night or two.
Reply from Jambo Travel House
Posted on May 28, 2026Management Response
Thank you for your review. While we respect all guest feedback, we would like to clarify several important points for accuracy.
This booking was made through a third-party agent, and not directly with Jambo TravelHouse Holidays. As the operating company, we deliver services strictly based on the confirmed details received from the booking agent. We do not have visibility into what may have been advertised, discussed, or priced at the point of sale, and therefore cannot comment on those aspects. Any concerns regarding what was promised should be addressed directly with the agent.
The safari was operated on a seat-in-coach (shared) basis. This is a demand-driven model where group composition varies depending on bookings. While guests are often combined, this is not guaranteed, and departures may operate with fewer participants without constituting a change to the service.
Regarding location, the itinerary was fulfilled within the greater Tsavo ecosystem, including a private conservancy. Conservancy-based game drives are a well-established and widely accepted part of safari operations in Kenya and offer a valid wildlife experience within the region.
Entry into Tsavo East National Park itself is optional and subject to park fees of USD 80 per person, payable directly. This was not requested during the stay, nor were any concerns raised at the time. These issues were only brought forward several days after the tour.
We note your concerns regarding guiding and have reviewed these internally. At the same time, it is important to acknowledge that the full program of game drives was conducted and key wildlife sightings were achieved during your stay.
As this was a third-party booking, all post-travel communication was appropriately directed through the booking agent in line with standard industry practice.
A goodwill gesture may have been discussed purely as a customer service measure by your agent and not as an admission of any failure in service delivery. As the safari was operated in accordance with the booking received, we do not accept liability for a refund.
We regret that your expectations were not fully met and appreciate your feedback, which has been shared with our team for internal review.
GF
A great company ever!!
Great experience with jambo travel house holidays
We had a 3 days with jambo travel house holidays .Ngorongoro ,serengeti and lake Manyara.I would like to appreciate the organization and the guides .Very well prepared
Job well done!
It has been such a pleasure to work with Mark Song and the Jambo Team. Mark showed professionalism at all times, even going above and beyond to make sure that our Annual Meeting was successful. Things were running smoothly with the logistics of having participants across two
hotels. It was a pleasure dealing with Mark and would definitely recommend Jambo Travel House.
Trip of a Lifetime!
We are very pleased in all aspects with our trip. Jambo Travel took care of everything and made it easy for us to show up and be taken care of. They left nothing out, and we were pampered from beginning to end. Joseph, our tour guide was fabulous, too! He never tired of our endless questions and was a very positive and knowledgeable person. He became like part of our family by the end of the trip. Our game drives brought us up close with not only the "Big 5", but the "Special 5" as well. We were able to view a variety of animals ranging from the cute dik-diks to the majestic oryx of the beautiful Rift Valley. We experienced the culture of the Maasai people and truly enjoyed all of the arrangements made by Jambo Travel.
NO
Excellent service and performance for the whole trip
We had an unforgetable tour with Jambo Travel House.
Realiability is excellent and the sevice was very good.
Other Safaris & Tours2 – Offered by Jambo Travel House
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3-Day 2Nights Ngutuni Wildlife Sanctuary and Taita Hills
$444 pp (USD)
Kenya: Shared tour (max 6 people per vehicle)
Mid-range LodgeYou Visit: Mombasa (Start), Ngutuni Sanctuary, Taita Hills WS, Mombasa (End)
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2-Day 1 Night Ngutuni Wildlife Sanctuary
$308 pp (USD)
Kenya: Shared tour (max 6 people per vehicle)
Mid-range LodgeYou Visit: Mombasa (Start), Ngutuni Sanctuary, Mombasa (End)
