Elevate Your Escapes
Splendid Vacations
- Located In:
- Size:
- 10-20 employees (Founded in 2023)
- Tour Types:
- Custom mid-range & luxury tours that can start every day
- Destinations:
- Price Range:
- $120 to $900 per person per day (USD, excl. int'l flights)
Reviews
Email Aditya | 35-50 years of age | Experience level: first safari
Disappointing Experience and Lack of Value
Our experience with this service was profoundly disappointing. We found that the quality was poor, and markups were added without delivering any corresponding value.
Key Issues
Overpriced with No Added Value: Significant markups were applied, but the service did not justify the cost. For instance, our flight tickets show a price in Kenyan shillings equivalent to approximately $470, yet we were billed $698. For such a premium, we expected expertise, local insights, and proactive support, but received none.
Unreliable: There was a lack of rigour in the details provided, and some committed items in the itinerary were left undelivered until we challenged them. We were initially assured of premium room , but when we requested specifics, we discovered that our rooms were merely superior, not premium.
Disorganised: We had to repeatedly follow up for basic details such as driver timings. To us, the experience felt like dealing with a basic middleman service, without any added value. Thankfully, the hotels we booked were excellent and ultimately salvaged our trip.
Detailed Experience
Nairobi: Last-minute changes to our plans resulted in missing most of the elephant centre, skipping a paid-for market stop, and being transported in substandard vehicles for both the airport pick-up and the day tour.
Masai Mara: The vehicle provided was in poor condition—dirty, with some doors that wouldn’t open, and felt generally neglected. The driver was rude and spent the entire six-hour drive and subsequent game drives on their phone. They attempted to skip the paid game drive and were hostile when we insisted on following our itinerary. The day began with no clear plan, and when questioned, the driver was extremely discourteous. Later, they informed us that the paid for village tour could not be accommodated, as we supposedly needed to leave at 7 a.m. to reach the restaurant for lunch by 2 p.m.—none of which was previously communicated. We had to insist (and offer additional payment) for a different driver for the return journey to address these issues. To give them their due, Splendid organised an alternative.
Mombasa: Although we paid for a late checkout, the hotel was never informed. Transfers required constant chasing for details.
Refund and Transparency
We received a small refund for undelivered items, but there was no transparency regarding what these items were. The refund did not compensate for the poor experience. What was most disappointing was the lack of transparency—for example, skipping parts of the itinerary and claiming it was for our safety, yet not communicating this at the time of booking, Or late checkout not being arranged despite charging - with the explanation that they do this only on the last day when flight details are known. However, by then, the hotel had already allocated rooms – so even had they wanted to extend, it would have been impossible. Note - this late check out charge was refunded, on our demand.
Our recommendation based on conversations with other guests and travellers, is that you skip this service as you will receive better value, service, and advice by booking directly with hotels and camps.
Reply from Splendid Vacations
Posted on Sep 1, 2025Dear Aditya,
Thank you for choosing Splendid Vacations Africa to arrange your recent trip, and thank you for the detailed feedback. Allow us to shed more light on the feedback as follows;
Overpricing of the flights: We booked a domestic flight with Kenya Airways in economy class as requested. Flight rates continue to fluctuate daily, depending on demand and supply, driven by factors such as seasonality, holidays, fuel costs, airline competition, economic conditions, special events, and airline operational costs. The rates quoted were based on the date of quotation, and we booked the flights on the exact dates specified in the booking confirmation. However, the in-flight services offered by the airlines are beyond our control.
Unreliable: During the planning and booking of your safari, the assigned tour consultant, who was your primary contact, clearly stated that the rooms booked at the Baobab Beach Resort were superior rooms, an upgrade from the standard rooms. This was clearly indicated on the price breakdown, and the room allocated for your stay in Baobab Beach Resort was the superior room.
Disorganized: We specialize in private safaris, which allows us to accommodate clients' needs and special requests with flexibility. Each day, the driver guide provided a detailed briefing on the day's activities. Additionally, the driver's contact details and pick-up details were shared a day before you arrived in Kenya. Upon your arrival at the airport, you were welcomed by our airport representative, who provided a complimentary transfer to your hotel in Nairobi for your overnight stay.
Detailed experience: We completely understand the disappointment caused by the last-minute change to visit certain parts of Nairobi during the Nairobi City tour. The safety of our clients is our top priority. During your visit, some suggested locations were deemed unsafe, and the driver informed you of this. We also offered a full refund for the areas that weren't visited. On the first day of your safari to the Masai Mara, the itinerary clearly mentions an en-route game drive before check-in and a hot lunch at the hotel. Due to traffic and the fact that your hotel is situated outside the park, the driver suggested checking in first, having lunch, and then proceeding on the game drive at a relaxed pace. After a 6-hour drive from Nairobi to the Masai Mara, you opted not to go to the hotel first and instead suggested doing a game drive until evening. The driver was happy to accommodate this change, even forgoing lunch to enhance your experience. The driver-guide kept in touch with our office to update us on the frequent changes to the itinerary. We have scheduled a meeting with the driver-guide to address the claims of being hostile and rude, which do not align with our company's values. We sincerely apologize for this and will take appropriate disciplinary actions.
Refund and transparency: On the day of check-in at the beach hotel, the office clearly communicated that the hotel check-out is typically booked two days before the guest's check-out date. This is a result of the constant changes in flight timings that we've experienced for quite a while with domestic airlines. The booked airline changed your flight timings from an evening flight to an early afternoon flight (we shared the communication from the airline in advance for your records), and it was pretty evident that we didn't have to reserve the late check-out in advance, as the fees could not be refunded. However, the late check-out fees were fully refunded in cash. The breakdown of items to be refunded was shared a day before you arrived in Nairobi from Diani Beach, and was offered in cash at your hotel in Nairobi.
We greatly value your feedback and are committed to taking the necessary steps to ensure that future guests have a memorable and fulfilling experience they deserve.
Thank you!