Going The Extra Mile Just For You
Extra Miles Unique Adventures
- Office 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)
for a custom tour
Your request will be sent directly to the operator
If preferred, you can contact the operator directly
Reviews
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.
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."
MX
Email Isabela Yang | 35-50 years of age | Experience level: first safari
Being threatened and kidnapped! What a terrible experience! I am a victim!
My mom and I spent $10,000 on the trip, not including airfare. We booked a 12-day luxury tour in Kenya and Tanzania. They were so annoying along the way, making faces, robbing, and threatening our lives. It felt like they had no reason to rob us of our money.
Some of the hotels they booked for us were very ordinary. Silas threw us to the other two tour guides and sent messages throughout the trip. They were not two tour guides, but just two drivers. The tour guide in Kenya, Chris, changed his face from the moment he left Kenya. I didn't give him a lot of tips at first because I exchanged all my beauty coins for county magistrates. Then he made faces along the way. To be honest, I felt that I was providing him with emotional value along the way instead of the other way around.
Tanzania was even more exaggerated. They took us to the Maasai village. At first, they said it was 100 US dollars per person. Later, when we got off the car, the chief said it was 100 US dollars per person. I said we would not go there. We took some photos in the valley (no photos of people). As a result, they threatened us that this place was theirs and we could not take photos. We went to get in the car. When we got in, they stopped us and asked how much money we had. I wanted to close the door, but they said they would not let us. Is this robbery in broad daylight?
Then Silas told the tour guide Micheal that there was a 10 US dollar tip per person per day. I gave him a shilling and he said what was this? To send away beggars? I said I didn’t have that much US dollars and he said you go get it.
On the way back to Kenya, we were asked to change to another black car. We thought we were kidnapped and almost called the police because Silas said there was no such arrangement.
If you want to ruin your vacation, choose them. Robbers! 0 experience!
Reply from Extra Miles Unique Adventures
Posted on Jul 12, 2025
We have read your review with deep concern and disappointment. While we appreciate all forms of feedback from our clients, we must categorically and firmly respond to the serious accusations and misinformation presented in your statements.
1. False Allegations of Threats and Robbery
Your claims of being threatened, robbed, and even kidnapped are extremely serious and damaging. However, we must state unequivocally that these allegations are false and without basis. At no point during your 12-day safari in Kenya and Tanzania was any incident of robbery or threat reported to our team, local authorities, or any tourism body. All scheduled services — including accommodation, park entry fees, game drives, and transfers — were delivered exactly as agreed upon in your confirmed itinerary.
2. Professional Conduct of Our Guides
You mentioned that our guides were “just drivers” and acted unprofessionally. This is not only inaccurate but also disrespectful. Our guides are highly qualified, fully licensed tourism professionals who undergo strict training and comply with national park regulations in both Kenya and Tanzania. The fact that you successfully visited every park and hotel as scheduled — without getting lost or missing any activity — is proof of their competence. It is misleading to diminish their professionalism by reducing them to “just drivers.”
3. Unwarranted Personal Attacks and Miscommunication
Referring to our guide by a derogatory term is deeply inappropriate. Tipping is entirely discretionary and should never be used as justification to demean someone's character. If there was any miscommunication, we encourage respectful dialogue — but it must be two-way. Throughout your trip, there were no complaints raised regarding missed experiences, late departures, or poor conduct, which further questions the validity of your sudden outburst post-tour.
4. The Maasai Village Visit Incident
The visit to the Maasai village was not part of your original itinerary. It was arranged locally, independently from the office, and our records show you had the option to participate or decline — which you did. Additionally, taking photographs in culturally sensitive areas without permission is against commonly known etiquette, and we always inform our guests about such protocols in the pre-departure guide. If you felt mistreated, it should have been reported immediately so it could be formally investigated.
5. Claims of “Kidnapping” and Vehicle Switch
Your allegation of nearly being kidnapped is not only false but borders on defamation. At no point were you transported in a black vehicle provided by us. The entire transfer from Tanzania to the Namanga border was handled by our licensed silver van, with Michael — your assigned Tanzanian guide — accompanying you throughout. All vehicles used during your tour were registered tourism vehicles:
• Kenya Landcruiser: KCY 188A
• Tanzania Landcruiser: T118 CHW
• Transfer Van: Silver, licensed tourism vehicle
If indeed you boarded a "black car," we kindly ask that you provide the vehicle’s registration number so that we can launch an immediate investigation with the authorities. However, according to our records and your assigned guide’s itinerary, there was no such switch or unauthorized vehicle use.
6. Our Standards and Reputation
We are a registered and licensed tour operator operating under the strict regulations of both Kenyan and Tanzanian tourism authorities. Our long-standing record of client satisfaction, as reflected in numerous positive reviews, stands in stark contrast to your accusations. We take our duty of care seriously and treat all clients with utmost professionalism, dignity, and respect.
Thank you.