3-Day Murchison Falls Wildlife Trip, Ziwa Rhino Tracking

Reply from Moroka Expeditions

Dear Scholtz,
Thank you for your response about your trip. However in our response about your feedback on your trip you had with us;
First I will have to say it's not in defense but set out the facts right. Our team always takes full responsibility where we have gone wrong and do our best to rectify that when we still can once notified to ensure all our clients enjoy their trip to the very best.
I have to appreciate you for taking into account about the issue of the mix up of dates in this review opposed to the other review which was totally blamed on us which didn't have to be the case and hence because of the change, the program for the movement of your itinerary in the first 5 days was as well affected so that we can have the activities done without losing out on the payments that where already made that could mean late cancellations which means zero refunds from the different service providers and so we had to find a way to fit in without missing any single activity.
About the issue of late driver, our driver guide on this specific day the driver informed you of the departure from the hotel to be 7:30am our tracking system for the vehicle showed he was their at 6:35am. When I received your email it was 7:38am informing me you're waiting for him and I contacted him immediately only to hear him briefing you as I was on call as you departed at 7:40am however, this will further be investigated to get to the bottom of it since we are receiving these reports for the first time about our guide considering the number of trips and client he has handled and our sincere apologies for any inappropriate behavior as we further investigate about all what transpired on your trip.

The delays on the park gates, I send our since apologies as this is as a result of UWA systems that happen at times to be slow when clearing us for entries which is out of our control but fully in the hands of Uganda Wildlife Authority.
The lunch you missed after the different inquiries made, I was informed it was the lunch you where supposed to have at Enjojo lodge after the chimpanzee tracking in Kyambura however you chose to cancel it out even after being requested to place your orders but it had already been paid incase there is any besides that please air it out if you didn't cancel it and the company will have it compensated.

About the issue of the wet messy bed in Rushaga, I have to say videos and pictures of the bed and the beddings where shared after you raised your complaint in the morning, I have to say it wasn't just a wet messy bed I find it really embarrassing to type the word here but with how it looked I have to say it is had to believe that someone can accept to sleep in a bed that messy overnight and wait to raise the issue in the morning. My statement will sound insulting but as much as you might be unsatisfied some where my request is that let's be more transparent and state the facts that transpired during the trip if we choose to state them and also take into account where we are wrong.
And about the dark windows our sincere apologies and this was handled and where removed and for the rest the issues our sincere apologies that it might have happened as our mechanics are still investigating these since nothing was realized by the time the vehicle got back from your trip. Our vehicles are always checked by our mechanics before and after the trip however, we can't deny that they can breakdown at anytime since they are machines.

Finally as a company we accept and appreciate negative feedback when it happens to be there which also helps us to improve the services we deliver to our clients since our focus is to provide exciting and memorable experiences however our request is please let it be transparent and factual.