Paul's Untamed Escapades

Reply from Paul's Untamed Escapades

Dear Richard,

Thank you for your feedback. We take it positively and will share it with our internal control, training, and management teams for further review.

To clarify, you booked a 7-day safari with us, which you and your partner completed in full. On the first day, before your departure, I personally informed you that your guide, Kevin, would be with you throughout the trip and that he would be available should you have any concerns. I also emphasized that, in case of any pressing matters, you could always reach me directly via WhatsApp call or chat.

From the beginning, everything appeared to proceed smoothly. You expressed satisfaction with the trip, apart from certain days where bad weather affected some activities. I consistently checked in with you every other day, and you confirmed that you were enjoying the experience. On the second-to-last day, I reached out again to ask how the day had gone. You read my message but did not respond.

Two days after the safari ended, you sent me a lengthy message in which you stated that the guide was moody and that some activities were missed. At the end of the message, you demanded a refund and mentioned that failure to do so would result in a negative review. When I asked why you had not raised these concerns during the safari, you did not provide a clear response. Please note that, when necessary, we have always been willing to replace guides mid-safari to ensure our clients’ comfort. Unfortunately, since no concerns were reported during the trip, we were unable to take corrective action at the time.

While Kevin is a competent guide, we acknowledge that experiences can vary from guest to guest. Nevertheless, we regret that you did not find his service fully satisfactory.

You later escalated the matter by threatening legal action in pursuit of a refund, despite our attempts to engage in constructive dialogue.

We want to reiterate that running a safari involves many moving parts, and timely communication is essential to resolving any issues that arise. We take full responsibility for the actions of our guides, and when issues are brought to our attention during the trip, we act promptly to resolve them. For this reason, we strongly encourage open and timely communication from our guests so that concerns can be addressed amicably.

To you and your partner, we sincerely apologize for any disappointment you experienced during your safari.

Kind regards,
Paul Oduor