Go Makini Tanzania Expedition

Reply from Go Makini Tanzania Expedition

Dear Giovanni,

First of all, we sincerely apologize for anything that went wrong during your safari. It was never our intention for you to feel disappointed, and we are truly sorry if your experience did not meet your expectations. We value your feedback, as it helps us to continue improving. However, we would like to clarify several important points about your safari:

Pick-up time
You were picked up at 9:30 AM on the first day because this was a shared safari. We first collected other guests from their accommodations, and since your hotel (Heart of Africa Lodge in Kisongo) was located on the way to the national park, you were the last to be picked up. This arrangement was explained to you clearly during the briefing the day before your safari.

Guide and Vehicle
Our guide had the necessary skills and equipment for the safari. The vehicle unfortunately broke down once on the last day of your safari at Rhotia Road on the way to Arusha—after all game drives had already been completed. To avoid a long delay, our guide arranged for another driver heading to Arusha to transfer you safely while we repaired the jeep. This ensured you reached Arusha without being stranded. Also he wanted to throw the piece of sigarette in the national park and our driver told him it is not allowed but he get mad at driver, in addition he was having two kids who during the safari they were standing on the safari jeep while the jeep is moving and when the driver prohibit them as it is very dangerous due to the bumping roads in the national park Giovanni was getiing mad at our guide.

Food and Chef
Regarding meals, pasta was served as the main dish on one of the days, which was appropriate since your group confirmed that you had no food allergies or restrictions. For chicken, as is normal practice on safari, each guest is served one piece.

It is also important to clarify that for breakfast, you personally requested to assist our chef. You explained that you preferred to stay active rather than idle, so you kindly prepared breakfast for the group. This was by your own choice, not because our chef failed to cook.

Communication
From the start of the safari, I stayed in contact with you via WhatsApp. On the second day I asked how everything was going, but unfortunately, you did not respond. Only on the last day, before the end of your safari, you contacted me requesting my boss’s number and our official email. When I asked if everything was okay, you replied “not okay.” I then gave you our email address so you could share your concerns immediately, but you did not write to us.

When you returned to Arusha, I personally met you at Bright Star Hotel after arranging with the driver who had transferred you from Rhotia. At that time, I asked you again about your concerns, reminding you that I had already been waiting for your email. At first, you said you would not speak and would only write to us, but after I requested several times, you explained briefly the same points you later included in your review. I asked why you had not told me earlier so we could have changed the guide or chef during the safari. I also reminded you that I contacted you on the second day but received no reply.

Our Commitment
We always act quickly to resolve issues when they are raised during a safari. In this case, it was difficult for us to do so because you chose not to communicate until the very end, when the safari had already been completed.

Despite the vehicle breakdown on the final day, you still visited all the national parks and campsites as planned in your itinerary, with all park fees and accommodations already paid for. The transfer was arranged immediately to ensure your safety and timely arrival in Arusha.

Lastly, you requested a full refund, stating that otherwise you would write a bad review and spread it widely. Unfortunately, this was not possible, as all services had already been delivered and paid for in advance.

We regret that your experience was not as you had hoped, but we assure you that your feedback has been taken seriously and will help us continue to improve. We remain committed to providing the best safari experiences for our guests.

Best regards,
Makini Tanzania Safari