Reviews
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Email Martha | 35-50 years of age | Experience level: first safari
Well planned and unforgettable trip
The tour did exactly what they said they would! We experienced so many beautiful landscapes and we stayed in nice hotels along the way.
The cost was great for all that was included.
The staff was great and so kind.
Once in a lifetime trip!
SG
Email stayawayfromthisoperator | 20-35 years of age | Experience level: 2-5 safaris
the worst operator ever, irresponsible and never solve the issues, only want to earn Chinese money
After a 30-hour flight, we discovered that our hotel rooms were not booked. I want to make it clear from the start that I don't want private messages asking for post deletion, nor do I need money to delete posts. I'm not lacking money.
We've just finished a 2-week trip to East Africa, where the natural beauty and adorable animals were stunning. However, the local tour agency, Africa Joy Tours, was a disappointment, greatly diminishing our experience.
In February of this year, our group of 8 people booked a customized 10-day trip to Kenya and Tanzania through Africa Joy Tours, starting in mid-July. We finalized the itinerary and paid the deposit in March. Subsequently, the agency's responses became increasingly slow, but due to numerous positive reviews on platforms like Xiaohongshu (Little Red Book), we attributed it to the laid-back African style and didn't raise concerns.
The first issue arose when, just before departure, we were informed that three of the hotels we were supposed to stay at had no available rooms (we needed 4 rooms for 8 people). Despite having paid the deposit in March, the hotels were not confirmed before our departure. Moreover, some of the replacement hotels were virtually unknown, and we couldn't find much information about them on various platforms, leading to concerns about our accommodation experience.
The second issue was with the unreliable drivers. Our first interaction with the tour agency was when we were picked up from Nairobi to head to Masai Mara. As per our agreement, the driver was supposed to pick us up at 6 am. However, one driver arrived an hour late, and we had to wait in the cold hotel lobby for him. During the journey, this driver stopped for coffee, making us wait for more than 30 minutes while he indulged himself. He also had a heated phone argument with the tour agency's owner while on the road. The journey that was supposed to take 5 hours ended up taking 8 hours. Both drivers seemed completely lost throughout the trip, not knowing where to go or what to do, relying on us to recognize our own group members. They repeatedly asked us what our next steps were, which was frustrating since we expected them to lead as paid guides. They even had us get off the vehicle to arrange our own lunch instead of taking us to the contracted hotel as planned.
The third and most significant issue: after an 8-hour journey, we arrived at our Masai Mara hotel at around 2 pm, only to find out that our rooms were not available. We were tired, hungry, and frustrated. We contacted the tour agency repeatedly, but they were slow to respond and kept telling us to wait while they were supposedly confirming. Eventually, they informed us that they had booked the rooms for the same dates in August, effectively leaving us without accommodation for that day and the next. We were left in disbelief and shock. We couldn't even have lunch at the hotel because we didn't have a confirmation. After a lengthy ordeal, three of us shared a room that night, and the agency arranged alternative accommodation for the next day. We kept requesting confirmation for the remaining hotels, but the agency was unresponsive and lacked an apologetic attitude. We managed to squeeze through the first night.
The fourth issue: the replacement hotel didn't have our reservation either. The next day, we were told that two rooms were arranged in a nearby hotel, which turned out to be over 30 kilometers away, taking over an hour to reach. After our game drive, we rushed to the new hotel, only to find out that our rooms were once again not booked. Despite our repeated requests for hotel confirmation documents, the agency never provided them. Two consecutive days of such problems left us infuriated, prompting us to threaten with negative reviews online. Suddenly, the agency's representative, Thompson, became more attentive, and communication improved, with promises of actively resolving the issues. After much back and forth, we learned that the hotels were not booked under the agency's name (which they failed to communicate), making it difficult for us to verify our reservations. After prolonged discussions, they finally managed to sort out our check-in. The agency finally apologized and mentioned considering a refund for the first day's accommodation that we couldn't use. I firmly insisted that they must refund rather than just considering it. We agreed to meet in person in Arusha to discuss further.
The fifth issue: pushing for a refund for the unused hotel room and an additional $100 as compensation. In total, the refund amounted to $480 for our group of 8 people, translating to $60 per person (out of a total tour cost of $3400 per person). As agreed, the refund was supposed to be provided in cash on a specific day. However, Thompson, the agency's representative, disappeared and didn't show up. We repeatedly tried to contact him, but he never responded. We then had to contact Clinton, the agency's owner. He claimed they didn't have enough cash for the refund and hadn't prepared it yet. This was unacceptable since they had promised to provide the refund on that particular day. Their attitude towards resolving the issue was disheartening. We had to press Clinton to come and provide a partial refund in the evening, and he promised to complete the rest the next day. He was supposed to arrive at 10 am the next day but ended up arriving close to 12 pm. With this, our ordeal with Africa Joy Tours finally concluded. As an additional note, the agency initially claimed that lunch on the final day was included, but the hotel demanded $25 per person. We had to contact Clinton again to resolve this issue before we could have the lunch that should have been provided for free.
All the above incidents are documented through chat records. This is not an attempt to defame the tour agency. One peculiar aspect of Africa Joy Tours is their eagerness to attract Chinese tourists and promote their services, even repeatedly asking us to help them with promotion. Are we being treated as naive tourists, especially considering the experience we had? Not to mention the instances of sexual harassment by a driver in Tanzania who consistently made inappropriate comments and even shared his home address with female members of our group.
If the agency wishes to profit from Chinese tourists, they must enhance their services and improve their attitude. East Africa is stunning, but the tour agency's poor service greatly detracted from our experience. We spent days on end dealing with communication issues and disappointment, resulting in frustration and discontent.
Reply from Africa Joy Tours
Posted on Oct 23, 2023Dear Client,
Thank you so much for your review,
We are so sorry for any Inconvenience that you had faced during your trip,
We had planned 10 days safari with your group leader Ms. Jennifer, and we have been in touch with Her all the time when she need our consultation through WhatsApp and emails, before and after her confirm the booking to us,
We would like to share with you the below information,
The Key areas of any Tour to be provided are Agreed Accommodation, Meals, Transportations and Park Fees, followed by supportive elements like personal issue especially for Driver Guide to add values to that Tour.
- For Accommodation especially for the bookings of PEAK SEASONS (July - August), availability is very shortage due to high demands, so after sending proposed Itinerary to Clients, even clients have to take sometimes to discuss with his/her team like you guys to get one agreement for all team,
The Time you guys take time for discussing, the accommodation availability change time after time, and when you come back to us for booking confirmation, we should check with the hotels is availability is still on, and if not yet, we get back to you (Clients) and advise the available options,
This is what we Tour Operators do and agreed together with clients before they start their Tour to avoid any surprises,
On this accommodation Segment we agreed that you had faced a problem only at Maasai Mara Sekenani Camp, whereby the CAMP RESERVATION MISTAKEN BOOKING MONTH instead of write Check in date on 29th July, she wrote 29th August, as per service Voucher we had sent to you for Kenya VISA application, But even you and your team did not notice that as it is human Error, that after noticing that we had done quickly solution and REFUND back the money to you for the missing room, even though we had already PAID for the full amount to the Camp.
After that for all remaining accommodation there is NO ANY OTHER ACCOMMODATION that you faced BOOKING PROBLEM,
-For the National Park Fees
Your booking was including visitation at Maasai Mara Game Reserve, Serengeti National Park, Ngorongoro Crater, Tarangire National Park as well as Mount Kilimanjaro National Park, and we had PAID all your booking PARK FEES, and there is no any National Park you had visited and being informed that you can not enter because we did not Pay for you.
If we were irresponsible we hope we can fail to manage your group to enjoy game drive inside all national parks due to the failure for paying the park fees,
- About Transportation
We offered you all the transportation services as per your Tour booking, for the safari you had use 2 safari cars, and for Airport transfer and Mount Kilimanjaro transfer we offered you Min-Bus transportation and there is no any day you had failed to do game drive or any activities by missing a car.
So you can see we had done 95% of your Tour Perfect except only the challenge of Masai Mara Sekenani Camp, whereby the CAMP RESERVATION had mistaken, booking date and we are VERY SORRY for that, and we had been responsible for that too.
If you had faced the challenges on all accommodation, Park Fees and missing Transportation, the Title of "the worst operator ever, irresponsible and never solve the issues, only want to earn Chinese money" will be fine to us, but otherwise maybe there something PERSONAL for you to our company apart from the Tour.
Other issues you have mentioned such as delaying to reach to the park because you have waited for a driver to finish his cup of coffee while you are on the way, seems to be personal problem for the driver that why when you informed us, in quick way our office called the driver to insist him to not to stop anywhere as you were not interested, and he did that.
For the Driver guide Sexual Harassments, you should have informed to our office instantly after he tried to seduce you, because you had our phone number as well as company email and we would take instant Measure and replace him with another driver on the same day, but you were silent until you write on the review, Please share with us his name.
After the challenge you faced at Sekenani Camp, at Maasai Mara, our office had done the best for Refund you cash and complimentary Grain Coffee at Mount Meru Hotel at Arusha, to show that we feel bad for what happened.
Once again, very sorry for any inconvenience you had faced,
Kind Regards
Africa Joy Tours Team
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Email Dorein Gerald | 50-65 years of age | Experience level: 2-5 safaris
Amazing and Safe Trek to the Summit
This was the most incredible trip. Our guide, Imma, was incredibly knowledgeable about the mountain and got us to the summit safely. The entire crew paid so much attention to detail of any of our concerns. We were surprised many times by something as simple as getting spaghetti for breakfast when I had mentioned it once on the trail because I wasn’t feeling up to eating anything else. I felt so cared for and safe this entire trip, I would not recommend anything but them
DE
Email Janek | under20 years of age | Experience level: 2-5 safaris
It was a pleasant hike up the Kili, they all worked very hard that you can make it up.
I booked the 5 days Kilimanjaro hike via Marangu Route.
The overall experience was great. They were all working hard for you to make it up to the summit. Especially without my guide (Patrick) I wouldn’t have made it to the top. He did an outstanding job.
Email Denis Chris | 35-50 years of age | Experience level: first safari
It was more than I imagined!
I read all the reviews before booking this safari and ever with all of of the 5 start ratings, it doesn't does Africa Joy Tours no justice. If I could give them 10 stars, I would!!
From the beginning Suzy was so attentive and accommodating while we communicated during the booking process. She was very thorough making sure we considered everything in preparation for the trip.
Now to the actual safari, words are insufficient in describing my contentment! Every step of the way, Africa Joy Tours have exceeded my already high expectations with such immense attention to detail. They have considered their guest in every thing that they do and it is clear that customer satisfaction is primary.
In addition to their superior customer service and attention to detail, it is the tour guides at Africa Joy Tours that sets it light years ahead of any other company. Our tour guide Joackim has been nothing short of SPECTACULAR! This man is not only the nicest and friendliest person, he knows his stuff. You can tell he enjoys his job and goes the extra mile to make sure we have a fantastic experience. He studies the animals in his spare time and he knows the parks like the back of his hand. There hasn't been a question that Joackim hasn't been able to answer and I doubt we will find one. I have never experienced a person that goes so far above and beyond to make their guests happy. He isn't just satisfied with driving you around to say he is doing his job. Joackim always manages to find the rare occurrences. On our trip we have seen a leopard, 7 cheetahs, lions mating, lions kill and eat a zebra, among so many other views. Every day I tell Joackim, I am more and more convinced we made the right decision.
If you are ever considering a safari, I HIGHLY recommend Africa Joy Tours and ask for Joackim. I guarantee you will not be disappointed!!
CA
Email Susan, Catherine, Irene | 50-65 years of age | Experience level: first safari
Excellent
We joined the Africa Joy Tours for the Tanzania Safari 8 days trip in April 2019. We are so lucky to have Daniel as our driver guide that we saw the BIG FIVES and lots of other wildlife even in low season. He is friendly, cheerful, , dedicated, knowledgeable and most important he loves his job. With his sharp eyes he always find where the animals are and even all those beautiful birds. With his great knowledge of the wildlife, birds and everything in Tanzania, we have more understanding of this country. He gave us lots of time to take photos and watch the wildlife in leisure. We highly recommend Africa Joy tour and Daniel as excellent driver guide.
PL
Email Joanna | 50-65 years of age | Experience level: first safari
Best value for money we could get!
We were 8 people in two 4W cars with 2 great guides. They stopped whenever we wished to (for example: local market by the road). The accomodation provided was better than we expected. Not to mention that we paid for a mid budget safari and slept in luxurious tented lodges and best placed hotels on our way. The room view of the Ngorongoro creater was an extra gift! If you consider any other tour operator - go with Africa Joy Tours!
Reply from Africa Joy Tours
Posted on Jul 27, 2023Dear Joanna,
We highly appreciate your great recommendation of our company from the trip you had with us. It was a great pleasure to host you during your trip and we are glad that you had an awesome experience. Thank you for choosing Africa Joy Tours and welcome back!...