Splendid Vacations

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.