Your consultant Ute, y'r eyes & ears on the ground
Roho Ya Chui
- Offices In:
-
Netherlands
Germany
Austria
United States
Australia - Size:
- 1-5 employees (Founded in 2007)
- Member Of:
- ATTA, APTA & SATSA
- Tour Types:
- Custom mid-range & luxury tours that can start every day
- Destinations:
- Price Range:
- $500 to $900 per person per day (USD, excl. int'l flights)
for a custom tour
Your request will be sent directly to the operator
If preferred, you can contact the operator directly
Reviews
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Email Christopher S. | 35-50 years of age | Experience level: 2-5 safaris
Safari was good; Roho Ya Chui was Disappointing
This was my second safari trip and third tour in Sub-Saharan Africa and my first journey with Roho Ya Chui. We traveled to Tanzania (Ruaha, Selous and Zanzibar)
The good: Ute was very responsive throughout the booking process. I selected the parks we visited and Ute recommended the lodges. The Zanzibar hotel she selected for us at the end of the trip was a particularly good choice.
The bad: I asked for a modification of the itinerary 10 days after booking and deposits because I had done some further reading and had gotten some negative signals about one the lodges she booked us in. Her response was an immediate no as it turns out she had bought an end to end package from a local operator in Tanzania who owned both the lodges and the air carrier responsible for our transfers. She was dismissive of my concerns about the lodge, but I asked if she could humor me and at least inquire about a modification before giving me an automatic no so I could make my own decision. She investigated and informed me the change would have meant the forfiture of my deposits so I stuck with her plan.
The really bad: Before our journey I reconfirmed our arrival information and asked specifically who would be meeting us, how they would be identified and with whom would they be affiliated as I hadn't been provided that information. She furnished me with the number of the local duty manager and received no additional details other than that they would have a sign with my name. She also said I could also contact her with any issues if they arose. We arrived as scheduled at 4 am to Dar Es Salaam and no one was there to meet us. I called the local duty manager - no answer. I called, texted and emailed Ute - no response. It was left to me how to figure out ground transportation in an unfamiliar African city. I managed, but it was not the best experience after 30 hours of travel. A couple hours later Ute responded and asked me why I hadn't called her. I said I had and she said she insisted she didn't get a call from me. I sent her a screen cap of my call - and she then admitted she had missed the call. I found it a bit strange that she would intimate that I had somehow mishandled the situation considering I was the client who was needing assistance - but as I said to her - I took care of it and no harm done. The local operator did refund me the money I paid to get to our hotel.
Our first camp/lodge was great. Our third and final stop was great. Our second (the one I had been concerned about) was less so. The property was under renovation and some services that were advertised were not available (pool out of commission; bar/main lodge being re-roofed, no hot water, and no view from our accommodation). These were minor issues as for me it is really all about the animals. More concerning was that the promised animal drives (the whole point of the exercise) were not available to us on two (out of four) occasions. When this happened the second time - I had to put my foot down. The manager admitted (what I already knew from observation) that they were fully booked and didn't have enough capacity to accommodate the drives for all guests. I found this very disappointing - doubly so as this was at the location I had told Ute I was concerned about. Ute was informed but, once again, it was up to me to get the issue resolved in real time. She said she was contacting the camp manager, but I never did hear from Ute if she spoke with the manager, what the excuse was or any particular apology. Ute did offer that no one had ever complained about that particular lodge in the past which was sort of besides the point. I don't know if she was suggesting that I am particularly difficult or if other people's good experiences were supposed to make up for my bad experience. In the end, a simple apology would have sufficed.
In sum, the booking process through payment was very smooth, but I cannot say she was helpful when problems arose and rather than being helpful or at least soothing when things went wrong was strangely defensive. Based on my experience, she gets the basic job done but if you run into any problems, you are on your own.
Reply from Roho Ya Chui
Posted on Jul 16, 2018It is not correct that the client selected the parks and we recommended the lodges. The client selected a packaged tour including a negotiated budget deal for a combination of Ruaha and Selous lodges/camps and a Zanzibar resort. It was not a tailored tour. After the booking was confirmed and the deposit paid to the lodge outfitter, the client wanted to change one of the lodges to a lodge from a different outfitter. It was explained to the client , that it is possible to make changes, but it would result in additional costs, as the other lodge was from a different lodge outfitter. He decided not to make changes.
It is correct that there was no driver waiting at the airport when the client arrived. We had verified several times with the ground handler that the driver would be at the airport, to make sure they do not get confused, because the client had decided to book the hotel in Dar himself online, but not to use the hotel transfers. Unfortunately it went wrong after all. It is also correct that I did not hear the phone call. It is not correct that I tried to lie or blame the client. I immediately contacted the ground handler and tried to find out what happened. By rushing to do that, I did not see that there was a missed call in the WhatsApp app. I apologised to the client and arranged a refund for the transfer the same day.
With regards to the game drives at the second lodge (the one the client wanted to change), the safari activities in Selous include game drives, boat excursions and bush walks. This had been specified in the inclusions on the booking confirmation and voucher. In Selous the camps are especially located along the river to allow a diverse activity program. All activities are standard shared activities with other guests, unless private activities at an extra cost are booked. The client had not booked private activities and was scheduled on shared game drives and boat excursions, as the other guests. They decided to do a bush walk on their last morning at the lodge, which counts as a safari activity. On the evening before departure the client requested to have also another game drive on the morning of departure after the bush walk. We were not informed at the time the request was made. Only later in the evening at 21:32 the client sent a WhatsApp message that he had to put up a fight with the manager to get his game drive the next morning, giving the impression that they would have had otherwise no activity that morning. It was instantly replied to his message and we also inquired with the lodge owner about the incident. The next morning, the departure morning, with another WhatsApp message at 08:08 the client informed about the "construction work and vegetation in front of the room". Also to this message was instantly replied and it was investigated with the lodge owner about the complaints. As we were only informed late at night before departure from the lodge and in the morning of departure from the lodge, the information from the lodge owner about the events from the evening before arrived when the client was out and on his way to Zanzibar. We decided not to bother the client during the beach stay on Zanzibar, but to contact him when he was back home. The client did not reply.
Based on the feedback from the lodge owner, it turned out that parts of the lodge were re-thatched, which causes no noise, is a cyclical process and is mainly done while guests are on safari activities and not in the camp. The vegetation cannot be cut down for better views, as park regulations prohibit that and a park ranger is staying on the property to make sure park rules are followed. There was hot water, it only takes some time to run through to the further away cottages. The pool had sprung a leak, which could not be mended, but had to be re-fibre glassed, which took a while to dry. On the evening before departure the client requested an additional game drive to the already arranged bush walk. According to the lodge manager the client used abusive language and threatened with trip advisor posting to get the extra game drive on the departure morning. The lodge decided to give the client the game drive at no extra charge.
We were only informed about the events afterwards and were not given the opportunity to assist at the time they occurred.
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Email Melanie H. | 35-50 years of age | Experience level: first safari
WOW! Amazing from start to finish! HIGHLY recommend!!
We were very happy we booked our safari with Ute at Roho Ya Chiu! This site, safaribookings, gave us great info, and the reviews were accurate.
Our family was a mom, grandmother, and 11-year old son. We chose a private safari (really the only way to go!), and got an incredible and experienced driver/guide, and fabulous safari vehicle. We spent 7 nights/8 days in late June 2018 in 3 camps/lodging facilities, and we visited 4 parks while in Tanzania.
Our safari was customized for us and where we wanted to be (Ute was very flexible when I kept tweaking our plans!). We were coming from a church mission trip in Uganda, so our flight arrived at 1pm (versus coming from the states & arriving at night). I changed from 2 doubles to one triple as my husband decided to not go, and we changed locations, dates, and number of days on safari more than once. So, Ute had to change things around for us more than once, and was always doing it quickly and with a pleasant tone in the email communications (I'm sure it was painful on her end).
We were picked up at the airport with our names on a sign, so our driver was easy to find. He stayed with us until HE put us AND our bags on our plane in Senora (Southern Serengeti). We were given choices on our lodging, so I looked up each option in TripAdvisor before agreeing to them. This helped me feel more comfortable and in control of our safari, which is kind of scary when booking (you never know if you are going to get what you paid for -- we did!!).
We paid by wire transfer (again, kind of scary for paranoid Americans), a deposit when booking and then payment in full before leaving the USA. Ute was always answering my many questions and ensuring our requests were taken care of. She emailed us right before and then followed up again right after our trip. She made sure everything went smoothly from start to finish! We did not need to contact her during our trip as we had no issues, but she was available in case we did.
Hassan, our guide & driver, was incredible!!! He was always very professional, attentive to all our needs, patient, extremely knowledgeable, and could find animals we could barely see with the binoculars! He could find animals even hidden in the tall grass and up in the trees! We were constantly amazed by his knowledge (every bird, animal, plant, & tree) and his sighting abilities. We looked up animals & plants in our guidebook we took with us, and found him to be accurate about everything. He taught us some Swahili words to use during our stay as well (asante!). He was truly a blessing to have for our first safari experience!!!
Our vehicle was a newer, pale yellow Landcruiser with popup roof that was very well maintained. No heat or A/C, but plenty of windows we could open plus the roof, and we were never uncomfortable (we took blankets for cool mornings and a pillow my son used for a nap one day). There were 6 seats in the back area plus a driver and side passenger (some groups required a translator in addition to their guide, which all speak English and Swahili). We had plenty of room to all be on one side of the car comfortably when the animal sightings called for it. Our seats had cushions on them, so they were very comfortable on the bumpy roads (sometimes long drives). We also had a small fridge stocked with plenty of water and could put our Cokes and snacks in it as well.
NOTE: We saw several cars with all the seats filled, which looked extremely uncomfortable! Either they did not get a private safari, or they had too many people in their group. Be sure you have enough room to spread out -- you spend a LOT of time in the vehicle! I think 4 people in one car would be the max for comfort, even though there are seats for 6-8.
We did request extra binoculars for our car, so we got 2 pair and brought 1 pair so we could all enjoy the sightings (you definitely want them!). We also brought lots of snacks with us as the lunches made by the lodges/camps were not as filling as we needed while out all day.
We highly recommend this company and especially Ute!!! Thanks to her for our memorable trip!
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Email Tricia | 50-65 years of age | Experience level: first safari
5-star perfectly planned safari in South Africa and Botswana!
From our first email communications planning our family's first ever safari in South Africa and Botswana to helping locate a misplaced lens rental and its return, Ute's expertise and advice were impeccable! Ute planned the perfect safari for our family, and the intimate lodges and safari tours more than exceeded our expectations! The lodges were absolutely amazing. Food was delicious, even catering to one in our party with serious food allergies. The lodge staff and guides went out of their way to ensure that our safari experience was most memorable. Ute responded promptly to our inquiries and was extremely helpful! Our next safari will definitely be with Roho Ya Chui! Highly recommend Ute and Roho Ya Chui!
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Email David | 35-50 years of age | Experience level: first safari
Excellent experience from planning through execution
We had a 6 day trip with Roho Ya Chui including Victoria Falls, Chobe and the Okovongo Delta.
Ute was always very prompt with responses, and planned some excellent accommodations (we especially loved Machaba camp in the Okovongo Delta).
She provided an excellent information package preparing us for all things we needed to take care of, (shots, tip amounts, visas etc), and provided an app to see our travel arrangements offline on our cell phone.
She worked with the lodges to ensure my wife's dietary restrictions were accommodated.
Everything on the 6 days went off without a hitch, and the wildlife viewing was incredible. The highlights had to be watching two hippos fighting from our cruise on the Chobe.
There were lots of little details that we weren't expecting that she planned. In Machaba we were assigned a guide who specialized in photography. At the Ilala lodge there was a bottle of champagne in our room to celebrate our 25th wedding anniversary.
Overall great trip and great service, thanks so much.
FI
Email Mikko & Nicolas | 20-35 years of age | Experience level: 2-5 safaris
Impeccable
Once again Ute delivered an impeccable experience in Africa. Wow! Couldn’t be happier. From inquiries to all the information and questions, Ute always replies fast and helps in every possible way. It would be difficult to build such a smooth and wonderful vacation in Africa, without Ute’s touch. Highly recommend!
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Email Tamara | 50-65 years of age | Experience level: first safari
This was my first safari experience and Ute from Roho Ya Chui was an excellent advisor.
All arrangements where up to my expectations - starting from designing the itinerary, making transportation arrangements, and ending with organizing safari tours. It as a great first safari experience!
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Email Jason | 20-35 years of age | Experience level: first safari
Everything went smoothly, expectations were fully met!
Our entire experience booking our South African safaris with Ute was great! Everything happened as expected, on time, and there were no issues with any part of the trip. We had an amazing trip and couldn't be happier with the itinerary Ute set up for us. It was so simple working with her as well - the booking process was easy, she answered all of our questions and had fantastic communication. We loved our trip to South Africa!
SE
Email Patrik M | 20-35 years of age | Experience level: first safari
Excellent service fast response and just great tour operator!
I could recomend this operator to anyone planning for a unforgettable experience and memorys for life! The service was excellent and everything was way over expectations, i would for sure is this operator next time aswell!
//Patrik
CZ
Email Jirina | 35-50 years of age | Experience level: 2-5 safaris
We really liked working with Ute. She tried to find the best solution for us based on our wishes.
Communications with roho ya chui, namely with Ute, were great, with no delays or problems. We always received feedback immediately or very soon. Ute was very helpful, working with us patiently and was always offering suggestions or other solutions. As we booked the safari very last minute, this was very helpful. The safari tour itself was wonderful and exceeded our expectations. We just came back but wish we stayed longer!
Email Barry and Karen GILBERT | 50-65 years of age | Experience level: first safari
Totally professional, superbly organised and well communicated in all aspects.
My wife and I have recently completed a 16 day tour of Southern Africa (our first), 12 of which consisted of a tour organised by Roho Ya Chui (through Ute Sonnenberg) comprising visits to Victoria Falls (Zimbabwe) and the safari camps of Muchenje, Ghoha Hills Savuti and Machaba in Botswana.
In the initial stages we acquired quotes and itineraries from two agents in Australia and two in South Africa. By comparison, Ute's was not the cheapest quote received nor was it the most expensive however we found her to be the most comprehensive in her ability to match the parameters we had set. Most importantly however was Ute's responsiveness to our contacts and her adaptability to several changes we made throughout the process.
It also helped that we were able to undertake a Skype session with her where many of our questions were answered and the ease in which we were ultimately able to book and pay. In so far as the tours went themselves, all our road transfers and light aircraft flights (3 in total) went to schedule and all the venues chosen exceeded all our expectations.
We also had the pleasure of meeting Ute in Johannesburg on the last day of our tour and found her to be just as excited about what we had just experienced on our trip as we were. We can only suggest that if you are planning a trip to Africa make sure you visit the Roho Ya Chui website and really consider organising and undertaking your trip with Ute. You will not be disappointed. Thanks Ute. We hope to travel to Africa again in the future and will certainly use your services again when we do.
Best Regards
Barry and Karen
Blue Mountains AUSTRALIA
