This Tour Is Offered By
A Leading Kruger Park Safari Specialist
Shinzelle Safaris
- Office In:
- Size:
- 1-5 employees (Founded in 2014)
- Tour Types:
- Customizable private tours and fixed group tours
- Destinations:
-
ZA
Shinzelle Safaris is an award winning Kruger Park safari specialist. With over 30 years experience in Hospitality and 17 years experience conducting open vehicle safaris in the Greater Kruger Region, our team is committed to delivering unforgettable safari experiences. Our packages have been carefully designed to ensure you get the most value for money without compromise on service quality. We pride ourselves on offering a wide range of carefully crafted Kruger Park safari options.
Reviews82
Strong Safari Guides, Very Disappointing Hotel Experience
Our experience with Shinzelle Safaris started very strong. We booked a 4-Day Kruger, Canyon & Boat Tour through them at what was described as a “Luxury Safari Hotel.” The itinerary was beautifully designed and was the main reason we chose this operator over others. Unfortunately, parts of the experience did not consistently meet the expectations we had.
Several communications were sent shortly before activities and contained multiple typographical errors, which made us feel uncertain about details. As this was my first safari, I would have appreciated clearer and more detailed communication in advance. Our package included dinner with a limit of R395 per person, but this detail was not clearly explained to us in advance, and we only became aware of certain limitations during the trip. Drinks, including water, were not included, which we discovered when we received the bill. Clearer communication about meal inclusions and limits from Shinzelle would have helped set expectations and avoided confusion. When we raised concerns about our hotel issues during the trip, Shinzelle did respond and assisted, which we appreciated at the time.
Most of our disappointment related to our stay at the Radisson Safari Hotel. In our experience, the property did not match what we personally consider a “luxury” standard. We were placed in a small ground-floor room at the back of the property. The accommodation photos shown in the itinerary did not reflect the type of room we received at all (nor were room categories ever mentioned or upgrades offered). The room itself would not have been an issue for us had it been clean and had we not experienced the other problems.
The floors in our room were so dirty that our clean socks turned black shortly after walking around the room. We had to raise this concern four separate times before it was properly addressed. We also noticed what appeared to be mold or dirt (gross looking either way) in and around the shower area, which we also pointed out to them, and despite requesting extra towels more than once, we did not receive them during our stay. Additionally, after using the pool, there was dark residue on my skin after touching the pool edges, which made me concerned about the pool’s cleanliness. Overall, we felt there were major management and service consistency issues at the hotel during our stay.
We had dinner at the hotel restaurants each evening and felt that there was major room for improvement on the service side. On one occasion, we asked for dessert multiple times before receiving it, and twice we were served incorrect items. The food quality varied from meal to meal. We did find the Pegasus restaurant to be better than the main restaurant. Again, nothing to drink was included in the bill and had to be paid for separately.
While many of the issues occurred at the hotel itself, our contract and booking were with Shinzelle Safaris. We raised our concerns during and after the stay and requested a partial refund specifically for the hotel portion due to the cleanliness and service issues described above. I followed up multiple times by message. After initial responses, communication stopped and we did not receive further replies regarding our request. From our perspective, the matter was not resolved and we did not feel our concerns were meaningfully addressed.
On a more positive note, the safaris themselves were excellent. Our first evening game drive was phenomenal. Our guide, Shane from MyAfrica, was outstanding. He actively tracked animals, positioned the vehicle carefully, and made a clear effort to give us the best possible sightings. We were fortunate to see four of the Big Five, including a leopard at close range.
Our full-day Kruger Safari with Jeffery from Shinzelle was also wonderful. He was knowledgeable and shared valuable insight about the park and wildlife. We also joined a half-day Panorama Route tour. In our personal opinion, this portion involved a lot of driving, and for us the highlight was Blyde River Canyon Reserve. We probably would not do this day if we were to book again. Our final morning private reserve safari with Tasmin again from MyAfrica, who did an overall excellent job, was another excellent experience, where we saw four of the Big Five, including an entire pride of lions.
In summary, the safari guides and game drives were the highlight of our trip and truly memorable. If we had not experienced the hotel issues, it would have been an otherwise great trip. However, the accommodation problems, communication issues, and our feeling that our concerns were not acknowledged or properly followed up on left us disappointed with our overall experience. We understand these things happen, but it is in my opinion, they should have done more to better address the situation. Afterall their website states: "We pride ourselves on our dedication to guest experience and service excellence. Your comfort, safety, and enjoyment are our top priorities, and we go above and beyond to make your journey seamless and unforgettable."
IT
Terrible experience, stay away from this tour operator.
Hello,
I wanted to report a truly unpleasant experience that recently occurred with travel operator Shinzelle Safaris during the period of natural emergency and severe rainfall that affected the Limpopo and Mpumalanga regions. Usually the quality of a travel agency shows when problems arise, not when everything goes according to plan.
We had booked, many months in advance, a rather expensive 4‑day package in January, which included accommodation, meals, transfers, and safari activities in private reserves and inside Kruger National Park. The day before our arrival, we were informed of the serious emergency unfolding in the region and especially inside the park. When we asked whether it made sense to cancel the experience (we still had time to reorganize a different itinerary in South Africa), we were told to stay calm, that all activities were still confirmed, and that we only needed to prepare for a bit of rain. So we left, still very excited.
Day 1:
We arrived at the Lodge around lunchtime, and despite the 6‑hour trip from Johannesburg to Hoedspruit, we were informed only upon arrival that the afternoon safari activity planned in a private reserve had been cancelled. They offered us an alternative activity (spa and massages at the Lodge), which we accepted, but magically there was no availability anymore. We asked to reschedule it in the following days, but it was never recovered.
Day 2:
The full‑day safari went ahead successfully. We entered the park through Orpen Gate at 5 a.m., and despite the heavy rain throughout the day, we had fun and truly enjoyed the experience (it was our very first safari), without paying much attention to the weather conditions.
Day 3:
Panorama Route interrupted after just a few hours. Our boat tour was postponed from the morning to the afternoon, but the rain conditions were dramatic from the early hours. Despite this, they still made us leave, but the road was crazy and the vehicle was at serious risk of skidding off the road. Along with the rain, dense fog prevented any visibility of the canyon, making it impossible to enjoy the views. After about 3 hours of driving, we were called back (obviously all boat tours had been cancelled), as conditions had become prohibitive and the main road back to Hoedspruit had already been closed. We returned to the Lodge around lunchtime and spent the entire afternoon and evening in our room.
Day 4:
Morning safari—an optional activity paid separately from the standard itinerary—was scheduled in a private reserve but cancelled the night before, with no alternative activity offered despite our request.
Summary: Two safari experiences cancelled and the Panorama Route interrupted in dangerous conditions. Communication with Danielle, the operations manager of the tour operator, was always prompt during the booking phase and when it came to cancelling activities along first days. But as soon as we asked for replacement activities, responses became vague and never timely. It should be noted that despite the adverse weather, we always maintained a calm and even enthusiastic attitude about the experience. But when the last activity was cancelled, we politely asked—despite the frustration—for a partial refund for the activities not carried out.
From that moment on, Danielle literally disappeared for more than 48 hours, without even acknowledging us (not even a simple “no, it’s not possible, our terms and conditions do not include refunds for weather cancellations, we are handling emergencies and will get back to you”—nothing). We were completely ignored until we returned to Johannesburg and flew back to Europe.
We are fully aware that their terms and conditions give them the upper hand, but we would have expected at least a different attitude, more empathy and cooperation (which we showed throughout the cancellations and especially when we were put at significant risk on the roads under heavy rain, all documented with photos and videos). We were not even offered a partial refund for an optional activity paid in advance. Unfortunately, we felt misled throughout the stay, when it would have been easy to avoid wasting our money, time, and putting us in dangerous conditions. Strangely, we were contacted again only after we sent an official complaint by email and after posting our first negative review on their social media.
They even pointed out that we received an upgrade from a 4‑star Lodge to a 5‑star one—an upgrade we had not requested, though appreciated—and for this reason we supposedly had no grounds to complain, despite some issues with the food (little variety, overly spiced) and having to shower with cold water one day (reported and then resolved). They said they offered us two meals and drinks (one vegetarian wrap lunch when the first safari was cancelled, one wrap lunch upon returning from the Panorama Route—although lunch was already included in the itinerary—and two drinks), which didn’t even remotely cover the cost of the lost activities. Only later did we realize that the upgrade (from a well‑known luxury lodge chain) to a private lodge placed us right next to the company’s headquarters inside the Hoedspruit Estate.
After many years of travelling around the world, we have never encountered service like this from a travel agency. We were very surprised by the treatment received and the total lack of empathy and customer care. Why not offer at least a partial refund, even just for the cancelled optional activities, as a gesture of goodwill toward a clearly disappointed customer? Especially when you, as the tour operator, organizing the activities directly with your own resources, did not have to bear any cost? We would have been satisfied even just to see some willingness to meet us halfway. Instead, we were treated merely as a number, yet another tourist to take advantage of.
Looking back, we can consider ourselves lucky to have been able to return safely to Johannesburg and not have had any accidents along the way. According to them, they met all safety standards and consumer care requirements, but unfortunately the facts told us a very different story.
We came back home sad, disappointed, and deeply bitter.
Reply from Shinzelle Safaris
Posted on Jan 28, 2026Hi Andrea,
Your review is acknowledged.
Your stay coincided with a declared regional disaster, following unprecedented flooding that resulted in severe infrastructure damage and tragic loss of life across parts of Limpopo and Mpumalanga. Conditions escalated rapidly overnight, requiring real-time decisions as tourism operations, reserves, and access routes were suspended.
Throughout this period, safety considerations were prioritised above itinerary logistics. Activity confirmations were always conditional on reserves remaining operational and conditions remaining safe, and several statements in this review misrepresent the sequence of events. All cancelled activities were suspended due to third-party reserve and access closures, not retained or repurposed by Shinzelle Safaris.
Frequent updates were provided via WhatsApp as conditions evolved. These communications were acknowledged and understood at the time, and none of the concerns now raised were communicated during the stay, as documented correspondence reflects. During and immediately after your departure, our team was also managing active flood ingress into properties and crisis operations affecting multiple guests and staff.
Refund requests were reviewed strictly in line with our Terms and Conditions and the indemnity personally accepted and signed by you well in advance of travel. As required, guests are to pursue such claims through travel insurance. We offered assistance in this regard by way of a formal incident report to support an insurance claim; however, no insurer details or follow-up were provided, which prevented this process from progressing. Tour operators are not responsible for a guest’s personal travel insurance. Public reviews were posted following the refusal of refunds contrary to agreed terms.
While we regret that the experience was impacted by exceptional circumstances, we do not accept that Shinzelle Safaris acted without empathy, care, or professionalism. Notwithstanding the fact that you were upgraded from a four-star hotel to a five-star luxury lodge prior to the flooding event, during the subsequent crisis and sudden safety-related closures that affected your itinerary, we additionally covered meals and beverages as gestures of goodwill, despite no contractual obligation to do so.
We respectfully reject false allegations of negligence or lack of care. Our actions were guided by safety, transparency, and adherence to agreed terms during an unprecedented regional emergency.
The Shinzelle Safaris Team
Issac was amazing!
We had the absolute pleasure on a safari with Shinzelle Safaris, and it truly exceeded all our expectations! The wildlife sightings were nothing short of incredible — we had up-close encounters with elephants, lions, and even rhinos!
Isaac was knowledgeable, passionate, and really made the experience come to life with their insights about the animals and the environment. Every day brought something new and exciting, and I couldn’t have asked for a better safari adventure.
If you’re looking for a truly memorable safari experience with an exceptional team, I highly recommend Shinzelle Safaris. They go above and beyond to ensure you have an adventure of a lifetime!
Trip of a lifetime
Shinzelle Safaris gave us the best first safari experience we could have hoped for. From start to finish, the service was exceptionally well-organized and made the entire trip feel effortless and relaxing. We were made to feel like royalty, with every detail thoughtfully arranged to make us feel truly special — particularly as we were celebrating a very special birthday. The experience was definitely worth every penny and offered exceptional value for money. We stayed at the luxury lodge, which I can’t recommend highly enough. The staff were outstanding, and the food was truly 10/10.
While in Kruger, we were lucky enough to see every animal we could have hoped for — it was like the wildlife came out just for us. The experience exceeded all expectations and that was down to Shinzelle and everyone involved.
Our personal game driver, Godfrey, was a standout — he truly made the trip unforgettable with his expertise, enthusiasm, and genuine care. Couldn't sing his praises enough!
IT
Amazing choice
Danielle gave us a personalized quote for our family, everything was perfect, from choosing the resort to the airport shuttle, the communication was constant. Our guide Isaac was fun and he gave us a lot of information and told us many curiosities. I recommend this agency to everyone.
_1269_65856374115bf.744x372-35.jpg)
_1269_65855729a3b40.744x372-72.jpg)
