11-Day Safar- Vic Falls + Chobe + Moremi + Khwai + Savuti

Reply from Savanna Safaris and Tours

Dear Simona,
Thank you for taking the time to share such detailed feedback. We are truly sorry that your second safari with Savanna Safaris did not meet your expectations, and we recognize how upsetting and stressful parts of the journey were for you.
Regarding the camping location in Moremi:

Your original booking was for the Hippo Pools area in Moremi. Unfortunately, shortly before your arrival, unexpected flooding occurred, and the Department of National Parks & Wildlife reassigned all operators to an alternative campsite for safety and environmental reasons. This decision was outside our control. When you expressed dissatisfaction with the alternative site and requested to return to Khwai, we respected your wishes. Our team packed up the camp and relocated everyone back to Khwai, despite the significant distance and difficult road conditions.
On the long transfer and road conditions:

We acknowledge that the drive back from Moremi to Khwai was long and exhausting. Even with well-maintained vehicles and new tires, seasonal road conditions in these wilderness areas can be extremely challenging. That said, we understand how demanding this journey felt and regret the discomfort it caused.
Regarding safety and the roadside incident:

We fully appreciate how distressing the flat tire incident was, particularly with an international flight ahead. While our vehicles undergo routine checks, this incident highlighted shortcomings in preparedness and communication. We sincerely regret that you felt unsupported during this moment and acknowledge that this did not reflect the level of care we aim to provide. Since then, we have reviewed our emergency procedures, vehicle equipment protocols, and escalation processes.
On communication and availability:
During your trip, I personally experienced an unexpected medical emergency and had to travel abroad for urgent treatment, resulting in an extended absence. However, our Maun office remained operational, and Mr. Fred was present and in contact with guests on arrival. We regret that this transition did not feel seamless to you and that communication did not meet your expectations at critical moments.
After the trip:
We are sorry that you felt unheard following your return home. That was never our intention, and we recognize how this added to your disappointment.
We sincerely appreciate your kind words about our camp team — Edna, KG, Tandy, Nico, and the wider crew — whose professionalism and dedication continue to be a source of pride for us.

While each guest experience is unique, we would like to note that your friends traveling with us shortly afterward, including Mr. Massimo, completed a longer safari and expressed satisfaction with their journey. This does not diminish your experience, but it reassures us that the corrective measures we implemented were effective.

On communication and availability:
In addition, our mobile camping is now equipped with Starlink satellite internet, which has proven reliable in these areas and is used to support guest communication and operational coordination when mobile networks are limited, we acknowledge that this situation requires continued improvement to ensure responsiveness in all circumstances.

Simona, your feedback has been taken seriously and has prompted reflection and improvements within our operation. We regret that we did not deliver the experience you hoped for on this occasion and appreciate the opportunity to learn from it.

Kind regard
Savanna Safaris & Tours