Our post Covid lockdown tour
East African Jungle Safaris
- Located In:
- Size:
- 10-20 employees (Founded in 2013)
- Member Of:
- AUTO, TUGATA & UTB
- Tour Types:
- Custom budget & mid-range tours that can start every day
- Destinations:
- Price Range:
- $50 to $400 per person per day (USD, excl. int'l flights)
Reviews
IT
Email Maddalena | 20-35 years of age | Experience level: 2-5 safaris
Great wildlife, but the operator is unreliable, disorganized, and unprofessional.
We booked the 3-day gorilla trekking and golden monkey tour with high expectations, especially considering the significant cost. Unfortunately, the experience was marred by poor organization and lack of professionalism.
1. Hotel choices not respected: we were told we could select our preferred accommodations from the proposed list and communicated our choices well in advance. Upon arrival, however, we were placed in different lodges without any explanation.
2. Chaotic start: our guide was supposed to pick us up at 9 a.m. in Kigali. At 9, he texted saying his car had broken down and he would arrive at 10. At 10, there was no sign of him, and he stopped answering both calls and messages. We contacted the tour operator, who promised to check and call us back… but never did. Only around 11:30 did the guide get in touch again, saying he would send someone else at 12. That person showed up at 12:30, and after multiple unnecessary stops finally brought us to the guide. As a result, instead of arriving in Uganda by 2:30 p.m. as planned, we arrived at 9:30 p.m., completely missing the Batwa community visit. There was no refund, no alternative arrangement, and not even a formal apology from the tour operator.
3. Payment under pressure: on the very morning of the gorilla trek, the guide insisted we pay the full remaining balance immediately, implying that otherwise we would not be allowed to join the activity. It was not an outright threat, but the timing left us with no real choice.
I understand that car breakdowns can happen, but the complete lack of communication and accountability from both the guide and the operator is unacceptable, especially for a tour at this price point. The gorilla encounter itself was, of course, an unforgettable experience, but that is thanks to nature, not the operator.
In summary: breathtaking landscapes and wildlife, but the service from this operator was disappointing. I would not recommend them to anyone looking for reliability, respect for agreements, and professional conduct.
CH
Email Stefanie Wenz | 35-50 years of age | Experience level: 2-5 safaris
Extremely Disappointing Experience – Refund Confirmed but Never Received
Extremely Disappointing Experience – Refund Confirmed but Never Received
I’m very sorry to write this review, but I feel obliged to warn other travelers.
I booked a trip with East African Jungle Safaris, which I had to cancel on April 17, 2025 – well in accordance with their official cancellation policy that promises a 90% refund if cancelled at least 28 days before the trip. The company confirmed in writing that a refund would be issued. However, as of today — three months later — I have received nothing.
Despite repeated follow-ups — including from my lawyer — the company has either not responded at all or given empty promises. To make matters worse, part of my deposit included national park permits, which were issued on April 25, more than a week after I had cancelled. When asked about this, the company shifted responsibility to the Uganda Wildlife Authority, who in turn claimed they were not responsible either.
At this point, I feel deeply disappointed and financially taken advantage of. What makes this situation particularly frustrating is that I placed full trust in a company operating under the Ugandan tourism system. Unfortunately, I have to conclude that this trust was misplaced.
I sincerely hope that no one else has to go through the same experience, and I encourage others to be cautious when booking — especially regarding refund and cancellation processes.
Reply from East African Jungle Safaris
Posted on Jul 10, 2025Hey Stefanie
Thank you for taking the time to share your experience with us. we understand you' disappointment of not getting 90% of the deposited amount. We understand your frustration and apologize for the inconvenience. We're committed to providing the best possible solution to end this all, that's why we have never stopped responding to you emails, East African Jungle Safaris has been here for thirteen years and we have never cheated on anyone, however having said that, we still main our stand, that you' trip had gorillas and Chimpanzee tracking, these permits were paid and sent you, you can contact Uganda Wildlife Authority to reconfirm that we never used them, that's usd800 for the gorilla permit and usd250 for the chimpanzee tracking permit for Kibale National Park, the moment you accept that the total of usd1050 for the permits should be deducted as our terms on our website state that, that amount is not included the refund percentages, we can proceed and send the refund even today. Please contact us on our email address so we can discuss this further and find a resolution that works for you and us.
Regards
Peter