Extra Miles Unique Adventures
- Located In:
- Size:
- 10-20 employees (Founded in 2007)
- Member Of:
- KATO, AMREF, AMADEUS & TOP TRAVEL TRIP
- Tour Types:
- Custom mid-range & luxury tours that can start every day
- Destinations:
- Price Range:
- $200 to $825 per person per day (USD, excl. int'l flights)
Reviews
CN
Email DING | 20-35 years of age | Experience level: first safari
Life-threatening negligence & zero accountability
What began as a standard transfer from Masai Mara to Nairobi escalated into a life-threatening catastrophe due to Extra Miles Safari's unforgivable negligence. This is not a review - it's a warning.
At 9:00 AM, our driver collected us in a vehicle that immediately displayed alarming signs. Our ordeal started innocently enough.
The first breakdown occurred barely 15 minutes out of Masai Mara. At a roadside shack laughably called a "repair shop", mechanics spent 20 minutes hammering beneath the car. Our driver assured us this was "minor", but within 10 minutes of resuming the journey, the same horrific grinding returned. By 9:30 AM, we were prisoners in car for three hours.
At 2:00 PM, we foolishly believed the nightmare was ending. Then came the slope.
Our driver stopped the vehicle mid-ascent to "check something", casually exiting without engaging the handbrake. Through the rear window, we watched him walk toward the back - just as the jeep began sliding backward. My friend lunged for the handbrake, but it doesn't help. In the end, violent rollover crash occurred
The extra miles staff said countless sorry for what happened to us, but they refused to take any responsibility for it. They asked us to sign a blank insurance policy, asked us to recall the accident in detail, but refused to make any compensation.
This isn't about bad luck - it's SYSTEMIC FAILURE. Extra Miles:
• Operates decrepit vehicles unfit for safari terrain
• Employs untrained drivers
• Lacks basic crisis management protocols
To anyone considering Extra Miles Safari: Our shattered camera and torn clothes can be replaced. The image of that rolling hillside where we nearly died stays forever. Choose operators who value lives over profits.
Reply from Extra Miles Unique Adventures
Posted on May 12, 2025Thank you for sharing your feedback, and we deeply regret the distressing experience you had on the final day of your safari. We sincerely value every guest’s safety and comfort, and it is unfortunate that your journey ended on such a note after what had been a successful 7-day safari Amboseli National Park – Lake Naivasha – Lake Nakuru National Park – Masai Mara National Reserve for the 4 of you.
Throughout the safari, our Senior Tour Consultant maintained regular follow-ups with clients, during which clients consistently shared positive feedback about the experience—until the unfortunate incident on the final day, 2 hours before the end of the safari.
We would like to clarify the events from our perspective:
• The vehicle experienced an unexpected mechanical issue as the client departed Masai Mara for Nairobi. While our Driver/ Guide initially assessed it as a minor problem, we recognize this may have created anxiety.
• Regarding the unfortunate incident on the slope, the company made some emergency arrangements to ensure that you were safely evacuated to a safer place as Extra Miles Unique Adventures team later joined you.
On Compensation and Responsibility:
Our team did offer assistance and expressed our sincere apologies in person. It’s important to note that:
• The safari experience had been fully delivered.
• We facilitated immediate emergency support and took responsibility for the situation onsite.
• However, the demand for a 100% refund of the full safari payment was not possible as the client had already consumed the services.
Please note that like most tour operators, we strongly recommend that clients purchase comprehensive travel insurance that includes coverage for trip interruptions, loss or damage to personal property, and medical expenses.
We truly wish the situation had ended differently and hope you will accept our sincere apologies for the distress experienced. Once again, we appreciate your feedback as it will help us improve and continue offering the best as always.
CN
Email LU | 20-35 years of age | Experience level: first safari
a terrifying trip
It was a terrifying trip, and I still can't help trembling when I think about it. On the last day of the return journey, the driver parked the vehicle on a slope but failed to apply the handbrake after getting out. The car quickly rolled backward, crossed the entire road, and eventually overturned. The four of us in the car were injured to varying degrees. The travel agency refused any compensation, including for our personal items crushed under the car in the accident. When we requested to see our insurance documents, they refused to provide them, making it highly likely that they had not purchased insurance for us. The accident caused the fuel tank to burst, and diesel spilled all over the ground while we were trapped in the car. Fortunately, it was the rainy season, and a sudden downpour prevented the vehicle from catching fire. I still feel terrified now, and the travel agency's ability to handle emergencies is extremely poor.
Reply from Extra Miles Unique Adventures
Posted on May 30, 2025We highly value your feedback on the incident as also shared by one of your Team members, Ding since you travelled in a group of four. The feedback was made to the review that was posted on 8 May 2025 By DING as below.
"Thank you for sharing your feedback, and we deeply regret the distressing experience you had on the final day of your safari. We sincerely value every guest’s safety and comfort, and it is unfortunate that your journey ended on such a note after what had been a successful 7-day safari Amboseli National Park – Lake Naivasha – Lake Nakuru National Park – Masai Mara National Reserve for the 4 of you.
Throughout the safari, our Senior Tour Consultant maintained regular follow-ups with clients, during which clients consistently shared positive feedback about the experience—until the unfortunate incident on the final day, 2 hours before the end of the safari.
We would like to clarify the events from our perspective:
• The vehicle experienced an unexpected mechanical issue as the client departed Masai Mara for Nairobi. While our Driver/ Guide initially assessed it as a minor problem, we recognize this may have created anxiety.
• Regarding the unfortunate incident on the slope, the company made some emergency arrangements to ensure that you were safely evacuated to a safer place as Extra Miles Unique Adventures team later joined you.
On Compensation and Responsibility:
Our team did offer assistance and expressed our sincere apologies in person. It’s important to note that:
• The safari experience had been fully delivered.
• We facilitated immediate emergency support and took responsibility for the situation onsite.
• However, the demand for a 100% refund of the full safari payment was not possible as the client had already consumed the services.
Please note that like most tour operators, we strongly recommend that clients purchase comprehensive travel insurance that includes coverage for trip interruptions, loss or damage to personal property, and medical expenses.
We truly wish the situation had ended differently and hope you will accept our sincere apologies for the distress experienced. Once again, we appreciate your feedback as it will help us improve and continue offering the best as always."
KR
Email Yuki | 35-50 years of age | Experience level: first safari
At first, I contacted many travel agencand most efficient reply. The whole trip was very enjoyable.
About reservation: the whole process of communication between itinerary and expenses is very smoothly。Muasya Silas Is a very responsible and efficient staff.
About the itinerary: Thanks to Simon. Is a very good guide. He is very experienced in driving and his eyes are very sharp when looking for animals.I always joke that Simon's eyes can see anything beyond 100 kilometers.Thanks to Simon, we saw big five.
IT
Email Andrea | 50-65 years of age | Experience level: first safari
Complete vacation program
They took care of every activity/displacement, no problems. Excellent safari guide.
US
Email Mohammad | 35-50 years of age | Experience level: first safari
An amazing Couple Safari - thank you Ann, Wilfred and the whole Extra Miles Unique Adventures Team!!
When I first thought about taking my girlfriend to Kenya to experience an African Safari together, I didn’t know where to start. Fortunately, Google was there to help, so I found out about safaribookings.com where there host a huge number of companies offering Safari trips of a variety of itineraries, features, lengths and budget. To narrow down my search I used 3 main criteria: customer reviews, itinerary and cost. Based on these criteria, I shortlisted a handful of companies and then contacted 3 of them that seemed most appealing to me. Only one of them (Extra Miles Unique Adventures) offered a “Couple Safari” that I knew of, which intrigued me, but I wanted to remain unbiased. All three companies responded quite quickly with the information requested and price quotes. However, I was impressed by the professionalism, the attention to detail and the clarity and promptness of the communication from Extra Miles. So, I decided to settle down on them, and I am so glad that I did!
Ann, a Tour Consultant with Extra Miles, was my main point of contact. I cannot thank her enough for all the help she provided over a period of over 2.5 months! Ann was always very prompt, clear and courteous in her communications – whether via email or via WhatsApp (which is what we mostly used starting shortly before the tour and throughout the duration of the tour). She was very helpful in customizing the tour for us – from modifying the itinerary to adding lodging/hotel/airport transfer in Nairobi before and after the Safari, while being mindful of my budget and other considerations. Since the tour was advertised as a “Couple Safari”, I wanted to know what it actually meant. She told me that there was going to be some decoration/romantic arrangements in the lodge that we will stay at Maasai Mara at the beginning of the trip, and I was satisfied with that. However, to my surprise (and to my girlfriend’s surprise, of course), it was much more than that! We were very happy with all the fun and romantic ideas Ann and the team incorporated into our experience, which made our very first African Safari as pleasant and memorable as we could have ever imagined! I’m not going to get into the detail of the various things they arranged for us just to avoid spoiling the surprise of the future Safari participants
CN
Email Jianing | 20-35 years of age | Experience level: first safari
Qualified and friendly
Quite good experience for safari and in Africa, Simon gives us a lot of knowledge about animals and masai culture. And he could speak several languages to let us have better understanding.
CN
Email feng | 35-50 years of age | Experience level: first safari
Unprofessional and unclear charges
1. Unprofessional
The deposit is paid by credit card, there is an additional 3% processing fee, because the account manager did not calculate the correct price, so the account manager kept asking us if we paid less. The deposit of 2530 yuan requires us to pay 2606, the credit card charge is calculated according to 2606, and the handling fee of 78.18 was charged, and we actually received 2527.82, we did not pay less, but the account manager kept saying that the amount was not right, and I still did not admit that I had a problem with the calculation after explaining, and finally we paid 2 dollars before it was over.
2. The charges are not clear
We asked for a receipt for the park tickets, but the account manager never provided them, and we were not sure if the tickets were purchased normally, or the true price of the tickets. Ngorongoro Crater charged nearly $600 for tickets and was unable to provide receipts.
3. The guide is not devoted.
The vehicle got stuck in the mud and forgot to bring lunch, which we can all accept. When we made it clear that we wanted to see such and such an animal, the guide only said that it was a matter of luck, which meant that we could not see the animal, and it was our bad luck. So what's the point of a guide? Just driving? So why do we have to tip £10 per person per day when we have already paid the fare, and who needs to tip when taking a taxi? Ngorongoro Crater made it clear that the park was small and only needed 3-4 hours to end that day, and on the day we paid 600 tickets + 300 fares and only took us on a half-day tour, is it reasonable? Also, assuming that Crater Park is really small, why can't we take us to the rest of the park when we have already bought tickets for Ngorongoro? In the end, the actual situation was that we visited Ngorongoro Crater for a day and did not go to some areas, and the guide gave instructions that there were very few people in that part and there was no need to go.
4. High price Low cost performance
Some of the hotels were booked by ourselves, as it was more expensive to book through a travel agent.
5. Vague answers to questions
When I ask questions about orders, receipts, or charges, I am vague and unclear about what I know. In particular, some additional charges are not notified in advance, and it takes many inquiries to say that they need to be charged. Sometimes the reply to messages in the group is very slow and cannot be contacted, but at this time, when you send other irrelevant messages in the group, you will reply quickly.
Some suggestions: If you want to give some souvenirs, please provide high-quality products. We didn't bring back the bags,the quality is very poor, and the hardware is very sharp, scratching the hand. Nice blankets make a good gift.
Reply from Extra Miles Unique Adventures
Posted on Feb 24, 2025Important Note: This review is from the same group as a previous review left by Chen, to which we have already responded. Below is our response.
“Thank you for taking the time to share your feedback. We appreciate the opportunity to clarify some of the concerns raised.
1. Regarding the Deposit and Processing Fees
When processing payments via credit card, a standard 3% transaction fee applies, which is outlined in our payment policies. This fee is automatically deducted by the payment provider, that is why the final amount received on our end sometimes differs slightly. Our intention was to ensure transparency in all financial matters
2. Park Fees and Receipts
As per company policy, we do not issue separate receipts for park fees, as these are bundled into the overall safari cost. However, we always encourage clients to verify official park fees online for comparison. We can assure you that all necessary fees were paid in full, as reflected in the itinerary and contract.
3. Guide and Safari Experience
Our guides are highly trained and always strive to provide the best possible experience. While wildlife sightings are never guaranteed due to natural movements and environmental factors, our team makes every effort to track and find animals based on their expertise. Additionally, tipping is always at the client’s discretion and is not mandatory—it is a gesture of appreciation for the guide’s service.
4. Hotel Bookings
As discussed prior to the trip, you opted to book some hotels independently after we provided our recommendations. While we always aim to secure the best rates for our clients, we respect personal booking choices and flexibility depending on the hotel bookings platforms that have offers.
5. Response Time and Communication
We strive to respond promptly, but time zone differences sometimes cause delays. Nevertheless, we are committed to addressing all inquiries as thoroughly as possible. We apologize for any inconvenience and appreciate your patience.
6. Souvenirs & Gift Suggestions
Thank you for your feedback regarding the souvenirs. We value this input and will work on improving the quality of gifts offered to enhance our clients’ experience.
We truly appreciate your feedback and will continue to enhance our services to provide the best experiences for our travelers. Should you have any further concerns, feel free to reach out to us directly.”
US
Email Mary | 35-50 years of age | Experience level: first safari
A perfectly organized safari with great communication and an amazing experience!
We used extra miles unique adventures to organize two tours during our four weeks in Kenya.
The first was a one day safari in Nairobi national park with visits to the Sheldrick Elephant Orphanage and the giraffe center. This was AMAZING! The driver picked us up at our VRBO promptly and we toured Nairobi national park until it was time to be at the elephant orphanedge. The excursion included lunch at Carnivore and then we went to the giraffe center. The driver was friendly and informative and a very safe driver in the crazy Nairobi traffic.
We also booked a 4 day 3 night safari in Maasai Mara. Extra miles unique provided several options for lodging and we choose zebra plains Mara camp. The accommodations were clean, the food was good, location was safe and close to the park! Our driver picked us up on time each morning and focused on what we wanted to see. He was patient and diligent to ensure our vehicle had a good view of the animals if there were many in the area. We saw all of the big 5 and so much more!
I will use this company again next time I’m in Kenya hopefully to see Ambosseli or Tsavo!!
CN
Email chen | 20-35 years of age | Experience level: first safari
Poor work ability and careless attitude
I had an unsatisfactory experience with this travel agency. The tour guide, Eric, did not meet our expectations, as he struggled to spot wildlife and seemed eager to end the safari early. Despite tipping $10 per person per day, he also requested additional tips for transportation.
The hotels arranged by the agency did not match the promised quality, with high room rates but average accommodations. We also had concerns about possible duplicate charges and requested invoices for clarification, but the agency did not provide them. Additionally, we were asked to pay a deposit to secure a room, but after payment, the hotel was changed, and the response from the agency felt dismissive.
Reply from Extra Miles Unique Adventures
Posted on Feb 12, 2025Thank you for sharing your feedback. We are very sorry that your experience did not fully meet your expectations. We take your concerns seriously and would like to address them.
About the Safari Experience
We understand that wildlife viewing was not as expected due to weather conditions. During the rainy season, spotting animals can be challenging. However, this is why we conduct game drives—venturing into different areas of the park in search of wildlife. While we strive to maximize sightings, wildlife is unpredictable, and luck also plays a role in what we see. Our guides always do their best to provide the most rewarding experience possible.
About Tipping and Additional Requests
Tipping is not included in the safari cost, but we generally recommend a standard amount per person per day. However, tipping is completely optional and should be based on service quality and client willingness.
About the Hotels
We initially recommended high-quality accommodations. However, adjustments were made based on budget preferences. Some accommodations were booked directly by you to manage costs. All changes were discussed, as per the records of our communications.
We always provide cost breakdowns for transparency. We also share service confirmations for all accommodations booked through us. However, some properties provide check-in references rather than detailed invoices. Due to contractual agreements, we do not share invoices between us and service providers, but the provided confirmations guarantee all bookings were secured.
About Hotel Changes
We apologize for any last-minute changes in accommodation. During peak seasons (this time in South Serengeti (Ndutu region) is peak season due to calving on the wildebeest), availability can change quickly, and some properties became fully booked. We communicated this immediately and worked to find suitable alternatives. In the end, some accommodations were booked on your side, and we adjusted the final payment accordingly.
Our Commitment to Improvement
We continuously work to improve our services and ensure a seamless experience for our clients. We encourage early bookings, especially during busy seasons, to secure preferred accommodations.
We regret any inconvenience and appreciate your feedback. Our goal is to provide the best safari experience, as reflected in our many positive reviews. We hope for the opportunity to serve you better in the future.
GR
Email Kostas | 20-35 years of age | Experience level: first safari
Expert guides, stunning wildlife, personalised service
1) A Memorable Safari with Extra Miles Unique Adventures
Our 11-day safari through Kenya and Tanzania with Extra Miles Unique Adventures was a truly unforgettable experience. The highlight of our trip was undoubtedly witnessing the Great Migration at the Mara River.
2) Excellent Pre-Trip Planning and Communication
From the outset, the communication with Joseph was exceptional. He was incredibly responsive to our requests, tailoring the itinerary perfectly to our preferences and budget. The detailed itinerary provided was a great resource throughout our journey.
3) Good Value for Money
While safaris are generally a significant investment, we felt that Extra Miles offered good value for money. However, we were slightly disappointed with the quality of the vehicle, especially considering the cost. While it served its purpose, it could have been cleaner and better maintained, particularly the reclining seats which were often malfunctioning.
4) Reliable and Supportive
Extra Miles proved to be a reliable and trustworthy company. The regular check-ins from Joseph were reassuring, and the warm welcome from owner Melissa added a personal touch.
5) Knowledgeable Guides and Diverse Wildlife
Both of our guides were knowledgeable and skilled, securing prime viewing spots for incredible wildlife sightings. However, we felt that there could have been more proactive communication regarding the daily plans and itinerary, especially in Tanzania.
6) Mixed Experiences with Accommodations
The accommodations varied, with some like Embalakai Camp exceeding expectations and others like Country Lodge Karatu falling short. Nevertheless, we were fortunate to witness a diverse range of wildlife, including the Big Five.
7) Overall Recommendation
Despite a few minor shortcomings, we would highly recommend Extra Miles Unique Adventures to friends and family. By addressing the feedback on vehicle maintenance, guide communication, and accommodation choices, they can further enhance their already impressive service.