Judeson Budget Safaris

Reply from Judeson Budget Safaris

Dear Maher,

First and foremost, please accept our sincere apologies for not meeting your expectations during your four-day safari with Judeson Budget Safaris. We are genuinely sorry that several aspects of the organization and service fell short of the experience you had hoped for. We understand that, regardless of the budget, every guest deserves reliable transportation, clear communication, transparent pricing, and well-coordinated arrangements. We appreciate you taking the time to share such detailed feedback, and we would like to address the concerns you have raised.

1. Payment Arrangements and Unnecessary Delays

Our booking policy for budget safaris requires a 10% deposit, with the outstanding balance payable in cash before the safari begins. This information was included in your tour package before the booking was confirmed. However, we acknowledge that your communication regarding the possibility of paying by card or bringing euros in cash which you communicated at night before your safari should have been handled more effectively. Unfortunately, this information was not properly recorded and acted upon, and we sincerely apologize for the inconvenience this caused.

Regarding the exchange rate, we generally use rates offered by local foreign exchange bureaus, which may differ from the rates displayed online. Nevertheless, we understand that the applicable rate should have been communicated clearly in advance to allow you to plan your payment accordingly.

We also apologize for the delay and the inconvenience caused by the incorrect hotel pickup. As this was a group-joining safari, pickups were coordinated according to the locations of the participating guests rather than arranged individually. However, we recognize that we should have communicated the pickup arrangements more clearly and ensured that you were not left uncertain about the schedule.

2. Vehicle Condition

We sincerely apologize for the condition of the safari vehicle. Although the vehicle assigned was a KDC, we recognize that this does not excuse any shortcomings in its condition or the inconvenience you experienced. A reliable and properly maintained vehicle is essential, particularly when guests spend long hours travelling between destinations and navigating challenging roads.

We take this feedback seriously and will follow up with the tour guide and our operations team to review the condition of the vehicle and address any maintenance or service issues identified. We regret that the vehicle negatively affected your safari experience.

3. Organization and Time Spent on Transfers

We understand your concerns about the time spent collecting and dropping off guests at different hotels, particularly when the day begins early and every hour in the national parks is valuable.

For our group-joining safaris, we sometimes accommodate guests staying at different camps or lodges in the same general area. Some guests choose to upgrade their accommodation while still wishing to join a shared safari. We try to accommodate these preferences wherever possible, while coordinating pickups and drop-offs for everyone.

However, we recognize that this arrangement can result in additional transfers and lost time if not managed efficiently. Thank you for highlighting this challenge. We will review how we coordinate hotel pickups and group allocations to identify ways to minimize unnecessary detours and make better use of our guests' time in the parks. Your suggestion is valuable, and we appreciate the opportunity to improve our planning.

4. Accommodation, Tips, and Drinking Water

We appreciate your feedback regarding the accommodation. As part of our booking process, we provide accommodation photographs and website links in the PDF tour proposal so guests can review the available options before confirming their bookings. Guests who prefer different standards of accommodation can also request changes where available.

Nevertheless, we are sorry that the first accommodation did not meet your expectations, and we are pleased to hear that the second accommodation was more satisfactory. Thank you for acknowledging this.

Regarding the driver's tip, we would like to clarify that our tour package PDF includes a section outlining what is included in and excluded from the safari price. Under the exclusions, the suggested guide's tip of USD 10 per client, per day, is clearly indicated. This information is provided to help our guests plan their budgets and understand the potential additional expenses associated with their safari.

However, we would also like to emphasize that tipping is entirely discretionary and is never compulsory. We do not force our guests to tip or consider it an obligatory payment. It is a personal gesture of appreciation for the service received and should always depend on the guest's satisfaction and willingness to give, as well as their financial circumstances.

Nevertheless, we appreciate your feedback and recognize the importance of ensuring that all relevant information is clearly communicated and understood before the safari begins. We will continue working to make our pre-departure communication as clear as possible.

We also acknowledge your concern about the daily water allowance. We understand the importance of adequate drinking water during long safari days, especially in warm conditions. We will review how our water arrangements are communicated and managed to ensure that guests are adequately informed before travelling.

5. Park Entrance Fees and Nationality-Based Discounts

We sincerely apologize for the lack of timely communication and transparency regarding the park entrance fees and your eligibility for rates associated with your Tunisian nationality.

We understand that you had already raised the question of nationality-based discounts when settling your outstanding balance. We should have followed up on this and clearly explained the applicable rates, the documentation required, and how your nationality would be considered for the different parks before collecting payment.

Regarding the Maasai Mara, the rates applicable to visitors are determined by the relevant park or reserve rules and the visitor category. At the time of departure, the applicable category and supporting documentation were considered based on the information available to us. However, we acknowledge that the process and its implications should have been explained to you more clearly.

For Lake Nakuru National Park, the communication about your Tunisian passport and the potentially applicable rate was unfortunately delayed. During the week of your safari, the tour consultant directly handling your booking was unexpectedly away from the office for medical appointments. While this affected our internal communication, we recognize that it was our responsibility as an agency to ensure that the necessary information reached you in good time. We do not consider this an excuse for the oversight.

We fully understand why discovering the issue at the park entrance was frustrating, particularly given that you had previously asked about the possibility of receiving a discount. We are truly sorry for the confusion and the loss of confidence this may have caused.

Transparency is essential to our business, and we acknowledge that we did not communicate effectively in this instance. We will use your feedback to improve how we verify guest eligibility, communicate applicable park fees, and explain any discounts before collecting payment.

6. Airport Transfer Arrangements

Please accept our apologies for the unnecessary complications surrounding your airport drop-off. The transfer was part of the arrangements known to our driver, and it should have been handled smoothly without causing you additional concern.

We will follow up with the driver to understand why the transfer was initially presented as difficult to arrange and to ensure that such requests are handled more professionally in the future. Thank you for bringing this to our attention.

Our Final Apology and Commitment

We understand that your disappointment is not simply about the budget nature of the safari or the absence of luxury. It is about the organization, communication, vehicle condition, transparency, and efficient use of your time. These are reasonable expectations, and we acknowledge that we fell short in several of these areas.

We are grateful for your honest feedback, particularly as an experienced safari traveller who understands the realities of different travel budgets. Your observations give us an opportunity to review our procedures and identify areas where our service needs to improve.

At Judeson Budget Safaris, we value every guest and recognize that the quality of a safari depends not only on the destinations visited but also on how well the entire experience is managed. We sincerely regret that your four-day safari did not reflect the level of organization and service we strive to provide.

Thank you once again for sharing your experience. We take your comments seriously and will use them constructively as we work to improve our services for future guests.

Kind regards,

The Management Team.