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Bjoern   –  
Germany DE
Visited: September 2018 Reviewed: Sep 27, 2018

Email Bjoern  |  35-50 years of age  |  Experience level: 2-5 safaris

Kenya Tour Budget Safari: Customer Service under construction!!
1/5

Cannot recommend this company at all.

I was booking at an early stage and reconfirmed to be accommodated in the 4-star Sopa Lodge. At time of pick-up in the Nairobi Hotel we are being told that the Sopa Lodge is overbooked and we have to be moved to another lodge nearby; Jamba Mara Lodge.
We protested and got at least the last of the 3 nights in the Sopa Lodge.

But the first 2 nights were in the Jamba Lodge which is a place still under construction (mid Sept-18). Containers, building material on the ground, and of course construction noise when we wanted to take a midday sleep between safaris.
Also this place has no pool, no proper view into the park like from the Sopa pool, mediocre quality buffet with little choice, and no comfortable lobby with fire place as in Sopa. Room was much smaller.

Sopa, 1 night; very good experience, relaxing atmosphere, properly maintained facilities, seasoned customer service and Value for Money!

Even once construction is done, Jamba Mara Lodge will not live up to the standards of the Sopa Lodge. The price difference between the 2 lodges are USD 165 per night which indicates the quality difference obviously.

Kenya Tour Budget Safari must take more ownership for their customer service. If their service provider shifts customers from A to B with quality loss, the travel agent has to provide the customer satisfaction which, in this case, would be a refund at least of the price difference between the 2 lodges. Customers left disappointed and service feedback is slow and quiet.

Refund of USD 100 was offered by the travel agent arguing with their bottom line and different flat rates they pay for the accommodation. The quality difference was USD 330 for 2 nights though which requires to be refunded to make up for a disappointing trip to Africa.

Kenya Tour Budget Safari: Customer Service still under construction!

Average User Rating
4.0/5
Rating Breakdown
  • 5 star 3
  • 4 star 1
  • 3 star 0
  • 2 star 0
  • 1 star 1
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