ZA
| Age: 65+ | Experience:
over 5 safaris
not customer service friendly enough
I booked at Chobe Safari Lodge, when I arrived I was advised that I was booked into Chobe Bush Lodge, Not having been advised by Falcon, I thought I had made a Mistake in the booking. Fortunately it is next door to the Safari Lodge, with MUCH better rooms.
ZW
| Age: 65+ | Experience:
over 5 safaris
We asked FS to reserve a room at The Gorges which they appeared to handle effectively.
We were bumped from The Gorges (they said they had been overbooked) despite us having a confirmed and paid reservation. Falcon offered us an alternative night at Vic Falls Hotel which we declined and accepted a much more expensive night at Khulu Ivory Safari Lodge. As we got short notice of this situation it was a hassle to provide proof of payment of the additional amount required. We enjoyed our ... Read more stay at Khulu very much but were disappointed that we missed out on The Gorges.
US
| Age: 35-50 | Experience:
first safari
Great Experience
Everything was amazing. Drivers were on time and the tour guides very knowledgeable. We had great guides. I noticed that they were much more engaging that other companies that I saw.
GB
| Age: 50-65 | Experience:
over 5 safaris
A complete service
I sent an e-mail to Falcon Safaris outlining my requirements & within a day they had confirmed all my requests. The transfers, activities (especially the White Water rafting from Bundu) were exceptional.
It was so easy & they contributed to an exceptional holiday.
US
| Age: 50-65
Transfer from Livingstone Airport to A'Zambezi River Lodge & back
The assistance we received with our transport to and from Livingstone Airport & A'Zambezi River Lodge was excellent. The assistance with the Visa process & transportation made border crossing from Zambia & Zimbabwe very easy. Thank you very much
A promise not fulfilled
Victoria falls are breathtaking and definitely worth the trip. The way to reach them needs carefull attention though. Being stuck in an airport for a full day, we have been initially supported by Falcon in a correct way. However, we got the promise in the bus, in front of other witnesses, that the safari day to Bostwana (which was cancelled due to shortage of time) would be refunded. Guess what, b ... Read moreack home this was no longer the case. While Falcon Safaris seems to have been very responsive, this no longer existed when money was at stake, and we got no refund for hotel and not for the safari, while the later had been promised, otherwise we might have chosen to sacrifize the cruise on the river. I had paid in advance the park entrance. I can only recommend, pay the minimum in advance. It's when you have troubles that the average and the great can make a difference. The refusal for any further discussions was also disappointed.
Last point, not entirely disconnected to the experience on this trip and not the fault of Falcon Safaris: don't be foolish and pay more thinking you get safer with South African Airways. Worst experience ever: lost the luggage, delayed and missed the connexion without any apology, 4 hours, yes 4 hours of fight to get a boarding pass for the flight on the next day.
Reply from Falcon Safaris:
Dear Anne
Thank you for your feedback. I find it rather disappointing that you are writing us such a negative review despite all the efforts we made to assist you to make the most of your holiday when you missed your flight.
We had nothing to do with your flight reservations and as such had no control over you missing your connecting flight. We did however immediately jump to action, rearranged ... Read moreall your activities at very short notice and was able to re-schedule it in such a way that you were still able to experience all the activities you booked with us (including the Chobe Safari). Being high season in the area, this was no mean feat. I also offered to drive to the airport in Johannesburg to assist you in any way possible but you declined the offer.
I have no idea why you decided not to do the Chobe Full day safari, but since there was no reasonable reason for this, we refunded you 50% for this tour, even though we were under no obligation to refund you at all.
You also booked and paid for only two people for the elephant back safari while all three of you partook in the activity. We paid for the third person out of our own pocket, although you did not arrange this with us, nor did you pay us for this. We did this as a gesture of good faith, but this was obviously not appreciated.
The park fees we charged you was explained on several occasions, both on the phone and by email. Zimbabwe park fees (which is what you were charged for) are charged as legislated by government and it has to be paid if you want to visit these attractions, either by paying the operator in advance or at the point of entry. We make no money on this and it is paid over to park officials on a daily basis. You were charged park fees for the helicopter flight, tour of the falls (rain forest) and the sunset cruise in Zimbabwe. You partook in all these activities, so I really cannot comprehend why you are still unhappy about this.
As for a refund for the hotel - I have in my 20 years in the industry not dealt with a single hotel who will give you a refund because you missed your flight. I did however check with the general manager of the hotel, just to make sure and he told me exactly what I told you. I.e. they are not responsible for you missing their flight and their cancellation terms and conditions are clear. You should take this up with your travel insurance and/or the airline.
We also did not refuse further discussion about the entire issue. The matter was escalated to management, i.e. either the owner of Falcon Safaris or I and I asked you to please direct any further inquiries about this to either of us, rather than to the consultant who dealt with your reservations, as he does not have the authority to agree on refunds etc.
I hope this explains some of your concerns, although I already mentioned all of the above (excl the elephant safari) to you via email.
Feel free to email me if anything is still unclear and you have any further concerns.
Kind regards
Christel van der Merwe
Marketing Manager
Falcon Safaris
ZW
| Age: 20-35 | Experience:
2-5 safaris
Service was excellent from making the booking for the lodge and cruise. Very helpful
The communication and service was top notch for me, we were not disappointed at all with our lodgings and the sunset cruise. Our only disappointment was the delay in picking us up from the lodge, we were advised that our pick up time was 3.45pm but they only arrived at 4pm, but otherwise we were taken care of well. Will happily deal with them again.
Excellent short break at the Royal Livingstone Hotel
We booked direct from the UK and our booking, queries and transfer arrangements were handled promptly, efficiently with a professional and personal service. Our stay was outstanding. The service, room, food and all staff were, without exception, friendly, courteous and professional. We booked a white water rafting through the hotel which was incredible. Probably the most exciting thing we have e ... Read morever done. An unforgettable experience overall. I would highly recommend every aspect.
ZA
| Age: 20-35 | Experience:
2-5 safaris
Excellent service
Thank you to the entire Falcon safaris team (Christel from SA for organising everything, Esau from Zambia and Newton from Zimbabwe for driving us around and helping out with smooth cross border transfers). We had an amazing experience. Everything was organised so well and ran so smoothly. We were really impressed with the standard of your operation. It was so nice to sit back and relax, knowing ... Read more all we had to do was to show up on time.
Our stay at the Royal Livingstone was also superb. Good food and sundowners on the deck, perfect!
ZA
| Age: 50-65 | Experience:
over 5 safaris
Polite, efficient and satisfactory service.
Very well organised. I had no doubt all arrangements made were in order and did not, therefore, feel the need to check and re-check arrangements.