Reviews
IT
Email Pam | 35-50 years of age | Experience level: first safari
An experience to absolutely forget!
BAD EXPERIENCE!
We organized with this tour operator in December through word of mouth. We were supposed to do 4 days of safari, with a stop at Ngongoro crater and Serengeti. Unfortunately my wife was very ill and we had to interrupt the second day. Upon our return to Italy we contacted our contact to receive a refund, considering that we did not use all the services and that part of the costs incurred, such as entrance fees to the parks, were not used, and are reusable. We discovered how difficult it is to obtain this, and we do not understand why. The jeep that we had booked for 4 days was only used for 2, and we moved from Arusha to a village near Ngongoro and the crater, and then returned to Arusha, doing very little road. This money was not refunded to us! After two weeks of insistence and ordeal we received a partial refund of these expenses, which were partly refunded to our contact who proceeded to send us the money. This behavior is certainly reprehensible, not very transparent and incorrect, for this reason I absolutely do not feel like recommending the tour operator in question and I recommend reviewing the company policies, in favor of correctness and the principles of good faith, which were brutally trampled on towards us. We paid a lot of money to do practically a day and a half of safari!!!
(automatic translation from Italian)
IT
Email Marco | 50-65 years of age | Experience level: first safari
A nightmare. A terrible experience.
Terrible experience with this tour operator. We were supposed to go on a four-day safari, but unfortunately, it ended on the second day because I was ill. The tour operator, after weeks of procrastination, only refunded us a small portion of the unused funds that remained in their account! Obviously, after having pressured and requested a refund dozens of times! This is highly untransparent, unprofessional, and disheartening given what happened to us. I absolutely do not recommend this company, and in fact, I recommend choosing the agency you travel with carefully to avoid unnecessary, stressful problems and wasted money!
(automatic translation from Italian)
Reply from Upcountry Adventure
Posted on Aug 1, 2025Dear Marco
We sincerely regret that your experience did not meet your expectations. We take all feedback seriously and strive to ensure clarity and fairness in our services. To clarify, our company was solely responsible for providing the vehicle for your safari, as arranged through your contact person. We were not involved in organizing accommodations, lodges, or other aspects of the trip beyond the park fees, which were paid to us for remittance to the relevant authorities. Regarding the refund, we reimbursed the unused park fees to your contact person. However, as per our standard policy, vehicle hire fees are non-refundable, as the vehicle was exclusively reserved for your use during the specified period, making it unavailable for other bookings. We regret any misunderstanding and assure you that we operate with transparency and integrity. If there are any further concerns, we are happy to provide additional clarification.
Kind regards,
Josephat R Mshana Founder Upcountry Adventure