Shinzelle Safaris

Terrible experience, stay away from this tour operator.

Hello,
I wanted to report a truly unpleasant experience that recently occurred with travel operator Shinzelle Safaris during the period of natural emergency and severe rainfall that affected the Limpopo and Mpumalanga regions. Usually the quality of a travel agency shows when problems arise, not when everything goes according to plan.

We had booked, many months in advance, a rather expensive 4‑day package in January, which included accommodation, meals, transfers, and safari activities in private reserves and inside Kruger National Park. The day before our arrival, we were informed of the serious emergency unfolding in the region and especially inside the park. When we asked whether it made sense to cancel the experience (we still had time to reorganize a different itinerary in South Africa), we were told to stay calm, that all activities were still confirmed, and that we only needed to prepare for a bit of rain. So we left, still very excited.

Day 1:
We arrived at the Lodge around lunchtime, and despite the 6‑hour trip from Johannesburg to Hoedspruit, we were informed only upon arrival that the afternoon safari activity planned in a private reserve had been cancelled. They offered us an alternative activity (spa and massages at the Lodge), which we accepted, but magically there was no availability anymore. We asked to reschedule it in the following days, but it was never recovered.

Day 2:
The full‑day safari went ahead successfully. We entered the park through Orpen Gate at 5 a.m., and despite the heavy rain throughout the day, we had fun and truly enjoyed the experience (it was our very first safari), without paying much attention to the weather conditions.

Day 3:
Panorama Route interrupted after just a few hours. Our boat tour was postponed from the morning to the afternoon, but the rain conditions were dramatic from the early hours. Despite this, they still made us leave, but the road was crazy and the vehicle was at serious risk of skidding off the road. Along with the rain, dense fog prevented any visibility of the canyon, making it impossible to enjoy the views. After about 3 hours of driving, we were called back (obviously all boat tours had been cancelled), as conditions had become prohibitive and the main road back to Hoedspruit had already been closed. We returned to the Lodge around lunchtime and spent the entire afternoon and evening in our room.

Day 4:
Morning safari—an optional activity paid separately from the standard itinerary—was scheduled in a private reserve but cancelled the night before, with no alternative activity offered despite our request.

Summary: Two safari experiences cancelled and the Panorama Route interrupted in dangerous conditions. Communication with Danielle, the operations manager of the tour operator, was always prompt during the booking phase and when it came to cancelling activities along first days. But as soon as we asked for replacement activities, responses became vague and never timely. It should be noted that despite the adverse weather, we always maintained a calm and even enthusiastic attitude about the experience. But when the last activity was cancelled, we politely asked—despite the frustration—for a partial refund for the activities not carried out.
From that moment on, Danielle literally disappeared for more than 48 hours, without even acknowledging us (not even a simple “no, it’s not possible, our terms and conditions do not include refunds for weather cancellations, we are handling emergencies and will get back to you”—nothing). We were completely ignored until we returned to Johannesburg and flew back to Europe.

We are fully aware that their terms and conditions give them the upper hand, but we would have expected at least a different attitude, more empathy and cooperation (which we showed throughout the cancellations and especially when we were put at significant risk on the roads under heavy rain, all documented with photos and videos). We were not even offered a partial refund for an optional activity paid in advance. Unfortunately, we felt misled throughout the stay, when it would have been easy to avoid wasting our money, time, and putting us in dangerous conditions. Strangely, we were contacted again only after we sent an official complaint by email and after posting our first negative review on their social media.

They even pointed out that we received an upgrade from a 4‑star Lodge to a 5‑star one—an upgrade we had not requested, though appreciated—and for this reason we supposedly had no grounds to complain, despite some issues with the food (little variety, overly spiced) and having to shower with cold water one day (reported and then resolved). They said they offered us two meals and drinks (one vegetarian wrap lunch when the first safari was cancelled, one wrap lunch upon returning from the Panorama Route—although lunch was already included in the itinerary—and two drinks), which didn’t even remotely cover the cost of the lost activities. Only later did we realize that the upgrade (from a well‑known luxury lodge chain) to a private lodge placed us right next to the company’s headquarters inside the Hoedspruit Estate.

After many years of travelling around the world, we have never encountered service like this from a travel agency. We were very surprised by the treatment received and the total lack of empathy and customer care. Why not offer at least a partial refund, even just for the cancelled optional activities, as a gesture of goodwill toward a clearly disappointed customer? Especially when you, as the tour operator, organizing the activities directly with your own resources, did not have to bear any cost? We would have been satisfied even just to see some willingness to meet us halfway. Instead, we were treated merely as a number, yet another tourist to take advantage of.

Looking back, we can consider ourselves lucky to have been able to return safely to Johannesburg and not have had any accidents along the way. According to them, they met all safety standards and consumer care requirements, but unfortunately the facts told us a very different story.

We came back home sad, disappointed, and deeply bitter.