Thinkk Travels

Two of four tour operators have professionalism issues

First and foremost, we the team sincerely appreciated for the safari company Thinkk and its representative Ms. Muthoni’s assistance for a good time in the most of 10-day safari in Amboseli, Nakuru, Maasai Mara, and Lake Naivasha. Your country offers unparalleled Safari experience in an unmatched animal kingdom. The itinerary was very smooth and well planned, diversified for our big group with different interests and preferences. Food was good and tasty in some camps, lodging was very good except Nyati Safari Camp near Amboseli. I heard a lot of complaints about Nyati camp with its facility and environment. It was not what we paid for. But, it was okay. It’s within our tolerance. In the safari game drive, we saw a lot of elephants, zebras, wildebeests, lions, hyenas, cheetahs, all kinds of antelopes, various kinds of exotic birds, and a male leopard unexpectedly. I have been Serengeti Wildlife Park twice in Tanzania and viewed leopards in a very long distance. Here in Maasai Mara, the male leopard was right in front us, resting in the bushes and licking its paws. After more than two hours waiting , the leopard gracefully climbed on the tree munching its prey, an antelope cached earlier, maybe the night before. We could see the broken bones dropping and blood dripping. After its feasting, it nimbly climbed down in the same route up. We also had a breathtaking hot air balloon ride in Maasai Mara. Below our balloon on the early morning, the sun leapt out eastern horizon, the wild spread out in every direction, the remote mountain silhouette made me imagine the long history and mystery of old Africa, the meandering rivers glistened under the sunrise, African acacias swayed slightly with cool morning breezes, and animals grazed and roamed willingly on the vast green plains. The balloon ride was safe and one of the highlights in our safari, etched in our memory forever.

Nonetheless, there were some issues with safari guiding and professionalism during the short 10-day safari.

On the way to Maasai Mara, one of the first seafarers complained the guides made an unnecessary stop, not too long from the last stop as he was eager to have a game drive in the well-known animal kingdom - Maasai Mara National Reserve. As an experienced safari guide, Richard should absolutely not escalate the undesired situation and had an almost out of control argument with his customer. In my professional opinion, Richard should coordinate with the team lead Stephen for a convincing explanation why we had an extra stop or maybe not even an extra one. After Stephen knew the hot argument, he was a little furious and showed his somewhat anger to my partner and myself in the rest of the day, which shocked and awed my partner momentarily.

On the afternoon we got to Maasai Mara lodge, Stephen made a decision to leave at 4pm for a game drive. He showed very annoyed because one couple didn’t show up yet at the gathering point. He proclaimed on-time is number one for a professional. I reminded him we were on vacation. After the couple showed up and got in the vehicle, I showed him my watch, it was exact 4pm. The couple might be the last ones showing up, but they were not late. On the following morning, we were supposed to leave the camp at 6am sharp. We were all at the lodge front at or before 6am. Stephen and his team showed up at least half an hour late. When he got into the vehicle he found our lunch boxes were left at the camp kitchen and had to go back to get the boxes. That morning we headed out for a game drive approximately 45 minutes later than scheduled determined by him. Obviously Stephen has double standards in regards to punctuality.

Truthfully, Stephen is an experienced and knowledgeable safari guide. He claimed he began his safari career since 1994. So, he knows a lot of guides/drivers, park rangers, government officials and others. He had too much social with his acquaintances, sometimes long conversations during game driving. Though Stephen is knowledgeable about animals and birds, he seldom provided information in depth, just animal names and few basics. If we asked more he would show annoyed and impatience. He also liked to play mean-spirited and nonsense jokes, making us uncomfortable. In one incident, he even bit my leg, half-jokingly, half furious to show his irritation and uncontrolled anger. This is completely unacceptable.

In the customer service industry, people pay the service upfront and give tips for good or excellent services at the end. I believe we paid good money for the safari service, lodging, food, and good tip ($15 per day per person. This is also in the suggested range in the contract). We also offered incentives for happy, thrilling, and unforgettable encounters like wildebeest crossing the Mara River and any hunting by the Big Cats. Unluckily, we didn’t have either. However, the guide Richard approached me demanding more money after we had a good time photographing/videotaping the male leopard aforementioned. Was this supposed to be included in the contracted services and tips? Nevertheless, my team was cooperative and generous to give each driver extras (good amount) beyond the suggested tips.
Before I complete my review, let me compliment the other two guides - Duncan and Gerald. These two guides consistently showed their professionalism, dedication, patience, kindness, and their caring for our interests. When I come back to another safari, I would feel lucky if they are my drivers, they are preferred.

Thank you again for your organizing this safari for us. In addition to viewing and photographing lovely animals, we also enjoyed talking and interacting with the beautiful people, their hospitality enriching our safari experience, and viewing the stunning landscape, including the Great Rift Valley, of your country. I have to admit I love Kenya and will come back again.

Last but not least, on behalf of the whole team, I wish you continued success.