Image Travel Limited
Image Travel
- Located In:
- Size:
- 5-10 employees (Founded in 2011)
- Tour Types:
- Customizable private tours and fixed group tours
- Destinations:
- Price Range:
- $280 to $350 per person per day (USD, excl. int'l flights)
Reviews
BE
Email Navpreet | 20-35 years of age | Experience level: first safari
Disgraceful agency. Don't use them at any cost.
We booked with Image Travel Ltd the following package : 4-Day Luxury Lionhill Camp & Mara Serena Lodge Safari with 4X4WD LandCruiser Jeep for 2 persons costing 3,996 $.
This is a highly negative review for this agency which surprisingly has otherwise very favorable reviews.
1) First of all, the booking process was good, I got several quotes from multiple agencies from safaribookings website and compared them, did a lot of research using different reviews websites and finally choose Image Travel. Booking was made in July 2024 for a safari in September 2024. Paid initially a deposit then full payment using wire transfer. Up until then all good with smooth communication.
2) As we are approaching the start day of our safari, there was no communication from the agency. They didn't know our hotel in Nairobi, neither did they have my phone number, nor did we know the pick up time. So 2 days before the start day I email them in the morning letting them know my hotel and to confirm pick up time. No reply. I send a WhatsApp message in the evening. No reply. 1 day before start of trip, still nothing. I was in Nairobi already so call them around 9 am to ask. A man picked up and when I asked about pick up time he said 8 am, and I told him I sent email with our hotel name, he said ok I will reply to you. It's now 2 pm and no acknowledgement or reply to my email. Having wire transfered 4000 $ and just hours before the safari start, I decided to go check out their office in Nairobi CBD area. There were 2 girls, and I told them I come here to confirm the trip, she is ok, took her dairy and noted the hotel name. When queried how would she have known our hotel if I didn't come, the answer given was "most our guests come the day before start so we send them email 5/6 pm the day before to confirm the hotel and time"... ok but that's not a reason to not reply to email or WhatsApp message. Poor communication. Red flag was raised here.
3) Next day luckily the safari driver is on time to pick us. We go to lake nakuru, but the agency hasn't paid the entrance fee. So we wait at the front entrance waiting for them to pay. That seems normal since other safari vehicles also stopped waiting for payment. But they waited at most 15 min. We waited almost 2 hours... the driver had to make several calls to them to get it done, with excuses such as "she is going to the bank make payment "... meanwhile dozens of cars entered the park. Arrived at park entrance 12 pm and entered at 2 pm. Due to this we missed lunch, no big deal but still, and it started raining. So we skipped the hotel and directly went for the game drive. The game ended being much shorter than planned due to this delay.
They also changed the hotel to sopa lodge and booked double room when I clearly asked twin bedroom and they confirmed it. Luckily the hotel was good enough and they gave us twin room.
4) Next day, going to Masai Mara, the driver and us made a clear plan to press Image Travel office to pay the entrance fee to masai mara early to avoid the same issue as Lake nakuru. We left Lake nakuru at 7 am. We arrived at Masai Mara entrance at 1.30 pm. And Serena park entrance at 3.30 pm. The driver told us it should take 5/6 hours. It took 8h30... the driver was driving slowly, he even made the following remark "I am driving slowly to buy us time so they can make the payment of the park"... that was so, so frustrating, so I paid 4000 $ and flew all the way to Kenya just to enjoy a slow ride in a jeep going to Masai Mara ? Seriously ? According to the safari plan, we were to supposed to arrive at Masai mara for lunch... completely wrong.
Now ofcourse despite the driver several calls, the fees was not paid when we arrived at Masai mara entrance, but the driver got a "transit pass" to go to the Mara triangle entrance. Then the agency told the driver due to "payment system issue " we should pay the entrance fee, which is 800$ for 2 persons for 2 days by ourselves and they will refund that amount later. I got an email from them stating that also, "promising" to refund the amount once "the issue is solved". Now I am no fool, and I don't believe I would ever see that amount back, living in Europe dealing with a Kenyan travel agency on basis of "promise" in an email. I flat out refused and told them to sort it out. I paid 4000$ and I am not expected to fork out another 800 $ because of their problem (or atleast that's what they say). I got a number from the email to call, and I told them I paid a full package, they are member of the KATO (Kenya Association Of Tour Operators), have good review and rankings and this is completely unacceptable and unprofessional. I told them I don't have 800 $, so either they pay the fee or we go back to Nairobi and next morning I register my complaint with KATO, the tourism police and Tourism regulatory authority, in addition to negative reviews. She said ok give me 30 min to find an alternative to solve issue. Keep in mind that it's approaching 4 pm and we are wasting time dealing with this instead of a game drive... 5 min later, the driver found a solution : his boss (who is a contractor working for Image Travel) will pay and Image Travel will reimburse him later. Because of this we once again only a short game drive lasting less than 2 hours.
5) On day 4, going back to Nairobi. Upon checkout at Mara Serana Hotel in Masai Mara, we were informed Image Travel did not pay the hotel. They will not release us and let us leave until it is paid. That was at 7 am. The driver made several calls to get it sorted, without success. I managed to directly call Image Travel, and they repeated the same excuses "payment system issue", which doesn't mean anything. I strongly objected to him about the handling of this situation and threatened to report to KATO and the TRA. I also argued with the hotel that they should pursue the matter with Image Travel Ltd directly and not keep us "hostages" here because I paid everything to them. They refused to let us go. At this point with the risk of missing our flight I was about to pay myself the 1100$ hotel invoice, since it was nearly 9 am, but at the same time the person from Image Travel Ltd wrote an email to the hotel and they let us go. I have been told that the email was once again just a "promise" to pay. Due to this the driver had to rush to the exit gate of Masai Mara before 10 am to avoid having pay extra fee which led us to miss the exit game drive.
All the issues led us to miss most of the time which should have been devoted to the game drives, in addition to headache, frustration and anger. This is completely unacceptable from a accredited tour operator in Kenya. Nothing in the schedule of the plan they gave us was respected. The driver told us 3 other vehicles of Image Travel were facing the same issue that day and not being released. Furthermore he said in his opinion the person in charge at Image Travel most likely run out of money and he is not paying anyone and just "promising" to pay everyone by email. This is completely unacceptable after having spent over 4000 $ for a safari and projects a very negative image of Kenyan tourism. I have submitted a complaint to the KATO and the TRA with appropriate documentation. Additionally it seems this issues are arising very frequently at this company based on recent online reviews.
Please save yourself the trouble and don't choose this agency at any cost.
CN
Email Marx | 20-35 years of age | Experience level: first safari
This trip was an unforgettable and wonderful experience
The whole itinerary arranged by Mwanje is very compact and flexible, allowing us to fully explore and experience the magnificent scenery and rich culture of Africa. From the spectacular scene of the wildlife park to the unique customs of the primitive tribe, every detail is impressive. Especially on our safari trip in Massamara National Park, I saw groups of animals moving freely in the natural environment, which made me truly feel the magnificence of nature and the power of life. In addition, the accommodation and catering arrangements are also excellent. Each hotel has a beautiful environment and perfect facilities, so that we have a comfortable rest space after the tour.
John's guide's professional knowledge and enthusiastic service add a lot to this trip. Our guide not only knows the local history, culture and natural landscape well, but also provides meticulous care and assistance throughout the journey. His explanation gives us a deeper understanding of Africa, and his driving skills are also first-class, allowing us to reach various national parks safely and quickly. It also made us feel at ease and happy during the journey.
Generally speaking, this trip to Africa exceeded my expectations, and every moment was full of surprises and emotions. Thanks to the careful planning of Mwanje and john's professional service of Image Travel Limited, we can experience the beauty of Africa in so deeply. I will definitely recommend your services to my relatives and friends, and I look forward to joining your tour again in the future.
Email Julian | 20-35 years of age | Experience level: 2-5 safaris
Unforgettable & very special trip!
We booked the 6-Day Aberdares, Sweetwaters, Lake Nakuru, Masai Mara safari with Image Travel and Mwanje was very helpful and responsive. Even though we received final information in regards to our driver just three days before departure, everything went smoothly throughout the week. Our driver and guide for the week Jasan couldn’t have taken care of us in a better way. The drives between the lodges have been quite far through rural areas, but nothing we did not expect and the journeys felt very safe. No complaints about any of the lodges, great food and every single one with a different character which we really enjoyed. The safaris itself were stunning and Jasan helped us to spot a lot of animals and shared knowledge about them. The mix of national parks could not have been better and we have been able to see the Big 9 and Big 5 across the entire trip.
KW
Email Khalid | 20-35 years of age | Experience level: first safari
Wonderful Safari
We had an amazing time during the safari. Better than expected.
Jason, our safari guide, is such a great person. He made the trip even better.
Thanks to Mnwaje (image travel limited company) for organizing this wonderful memory.
20-35 years of age | Experience level: first safari
dodgiest tour operator ever, do not book under any circumstances!!!!!
We were in a group of 7 so my review is the same as the other you will see posted here. Do not book with this man, he will ruin your African Safari Experience. We booked with Image Travel in March 2014 for a 10 day Masai/Serengeti Safari commencing Sep 2014. Paid for the tour in full prior to arriving. Mwanje, the owner, was great to deal with when booking but it all went horribly wrong on arrival. Our driver wasn't paid and we were stranded on the side of the road for 3 hours on the first day. We missed our afternoon game drive and lunch. We went for the 5 star option so for our group we paid over $30k USD for the whole trip. Our first night of accommodation was paid for but after that the next 9 nights had not been paid. The deposit was paid but the remaining amounts were all outstanding. We ended up having to report the matter to police and found that over $20k of the trip had to be paid for again. Our once in a lifetime trip was turned into an absolute nightmare by Mwanje and Image Travel. Mwanje would not respond to our calls or emails. Take my advice and go with another company.
US
Email Krissy | 35-50 years of age | Experience level: first safari
Alarming this company has been around for so long.
I booked a safari vacation through Image Travel Limited, and unfortunately, the experience has been terrible.
Please note this review is a reflection of my experience with the travel agency Image Travel Ltd, it does not have any regard for my interactions with the amazing guides and staff at both Mara Serena and Amboseli Serena lodges. I have nothing but praise and gratitude for them, but they are NOT employees of Image Travel.
After receiving my deposit, communication with the owner, Mwanje Athuman, significantly slowed, and after full payment, some of my important inquiries went completely unaddressed.
Be aware that the itinerary you sign off on can change without notice. Unless you specifically ask for confirmation (which may take time to receive a response in any form), you won’t be informed in advance. The day before my return to Nairobi, I reached out to confirm my flight, only to find out I had been moved to a later one.
Your contract states that extra fees may apply, so I wasn’t surprised when I, as a solo traveler, was asked to pay an additional $200 for a plane seat. However, instead of charging my credit card for the additional seat, Mwanje took it upon himself to just not purchase the two-day park pass for the Maasai Mara game reserve that was included in my package.
I was unexpectedly informed about all this upon landing at Maasai Mara and told I had no park tickets and could not enter without purchasing the two-day park fees right there and then ($200 per day, a total of $400).
After spending much of my first afternoon going back and forth emailing Mwanje about the situation he assured me I would be refunded the additional $200 charge.
Over a month later, despite numerous attempts to resolve the issue, I have not seen a cent of that refund. I’ve received insincere assurances from Mwanje, Madline, and Martha, repeatedly claiming the refund has been processed, even going so far as to provide reference and case numbers that my credit card company says are invalid and do not make any sense to them. Despite my card company’s efforts to reach anyone at Image Travel on the phone no one answers and they cannot leave a voicemail, also any WhatsApp messages I have sent have gone unread and my emails ignored. Unfortunately, it’s gotten to the point the CC Co. has resorted to opening an inquiry within their fraud dept.
If anyone is questioning whether I may be exaggerating, I can provide email exchanges detailing these repeated assurances and fake concerns (they’re quite funny in hindsight).
If you read ITL’s reviews on other sites you’ll notice I’m not the only person this has happened to.
I initially dismissed the negative reviews as disgruntled customers, but after experiencing the same scenario regarding refunds promised and never issued, it seems to be a pattern.
While using a travel agent to book your Kenyan safari is smart and IMO the best way to go, I would never recommend Image Travel Ltd. Their dishonesty and fraudulent behavior is deeply concerning.
CA
Email David | 65+ years of age | Experience level: 2-5 safaris
Avoid at all costs
Image travel took my booking for $US 4,500 for a 5 day safari, and became impossible to contact after I paid for my trip. They did not respond to my e-mails and were not reachable by telephone. Less than 48 hours before I was to be picked up at my hotel in Nairobi, and after my flight had left Canada, they sent me an e-mail stating that they were not able to operate my tour and that they would be refunding my payment.
They have remained unreachable for almost 2 weeks now after sending me that notice and they have not refunded my payment. Check a similar review on Tripadvisor from September. I believe they have either gone out of business or are still "selling" tours to unsuspecting clients and absconding with their money. Now I must seek legal action.
Safari Bookings should no longer be including them in their referred list of Tour Operators.
Avoid!
US
Email Jackie M | 50-65 years of age | Experience level: first safari
Do not use this tour operator cancel trip on the day of our departure and took our money
PLEASE DO NOT USE THIS TOUR OPERATOR!!!!!!WARNING !!!!! Six of us ladies decided to take a Safari trip in Kenya. I selected this tour operator and we paid full in advance 6 ladies at $3000 per person. Prior to leaving I was emailing and calling on WhatsApp no answer from Mwanje. On the day of our departure he emailed me to cancel the trip.
US
Email Sai | 20-35 years of age | Experience level: first safari
Excellent
We had the pleasure of going on a vacation to Kenya at the end of May through ImageTravel, and it was an absolutely amazing experience. The itinerary was well-planned, the accommodations were comfortable, and every aspect of the trip was thoughtfully organized.
A special mention goes to our guide, Jasan. His patience, extensive knowledge, and dedication to ensuring we had the best time made our trip truly unforgettable. He went above and beyond to make sure we saw everything we hoped for and more.
Thank you for an incredible adventure! We highly recommend this travel agency to anyone looking to explore the beauty of Kenya.
OM
Email Vikram | 35-50 years of age | Experience level: first safari
Responsive team available at a reasonable price
We booked 6 day trip visiting Amboseli NP, Lake Nakuru & Masai Mara via Image Travels ltd. Team was super responsive to every query I had before the trip started.
During the trip, everything was planned by Image travel team. Our guide, Edwin was extremely knowledgeable & friendly, while he also knew when and where to spot the big five. He helped me plan the proposal while also capturing the moment.
Image travels provided us with great hotel & travel options as per our budget and can't praise enough the hospitality we enjoyed at every place we visited. Though i believe for scope of improvement in Food and room service being provided at Mara Serena Safari lodge.
Also , i request team to arrange for better lunch in transit.
Highly recommend Image travels for the safari experience.