Our manager Brenda standing before our new Landcruiser
ThinkScene Safaris
- Located In:
- Size:
- 5-10 employees (Founded in 2020)
- Tour Types:
- Customizable private tours and fixed group tours
- Destinations:
- Price Range:
- $250 to $1,400 per person per day (USD, excl. int'l flights)
Reviews
JP
Email Hana | 20-35 years of age | Experience level: first safari
too expensive
It was too expensive! I noticed that when I joined the safari tour with other poeple who booked same tour from other company! It was safe and fun, but between the tour company and the guide, they didn’t have a good communication. They also charged us additionally for the hotel near to the airport and other optional activity which we’re already booked! We’ve confirmed with the tour comapany again and again when the activity is being started… At the end of the tour, we asked for heading to the airport directly but they just sent us until the city center without any transit. Our guide is nice he asked a taxi for us and it should be paid by our tour company not the guide, so I called our tour company and the tour company just only asked us do no pay for the taxi driver and the taxi driver was in a bad mood since he needs payment. We’re lucky that we took the taxi with other 2 travellers, they paid for the taxi fee then asked their tour company with the invoice then their tour company apologize... Read more them first and did the refund quickly to them. I was so disappointed for our tour company has no apoligize and only asked us do not pay… not only this time but also the including lunch and some activities we’re already booked and had paid. Without the payment issue with our tour company, the local guide was really nice and we really enjoyed the adventure. Please select the tour company really carefully and MUST asked them for cheaper price since we paid this tour for double price then others from our group who booked from other tour company and they joined the same tour with us.
Reply from ThinkScene Safaris
Posted on May 26, 2025Dear Hana,
Thank you for taking the time to share your review. We are pleased to hear that you found the experience safe and enjoyable, and that you appreciated the kindness and professionalism of your guide. That said, we would like to respectfully respond to the concerns you raised, particularly around pricing, communication, and logistics.
At ThinkScene Safaris, we value transparency and fairness, and we believe our guests deserve a clear explanation of what they are paying for. Below is a full, itemized breakdown of your tours to demonstrate that you were not overcharged and that our pricing reflects industry standards.
1. Hell’s Gate & Lake Naivasha Day Tour (Private)
Total Paid: $440 for two people ($220 per person)
This was a privately guided, all-inclusive day trip and included:
Lake Naivasha Park Entry Fee: $60 per person
Hell’s Gate National Park Entry Fee: $20 per person
Boat Ride on Lake Naivasha + Crescent Island Walk: $30 per person
Lunch: $15 per person
Transport (private vehicle, fuel, driver allowance, guide fees): approx. $79 per person
This brings the actual service cost very close to the amount paid, with extremely thin margins. In fact, in slower tourism months such as March, April, and June, we often operate on minimal or no profit, as was the case here. We do so in order to keep our drivers and staff engaged and earning, even when tourism traffic is low. This is part of our sustainability commitment as a local Kenyan operator.
2. 3-Day Masai Mara Safari (Shared Group Tour)
Total Paid: $784 for two people ($392 per person)
Optional Maasai Village Visit: $40 total ($20 per person)
The safari was part of a shared group experience and included:
Masai Mara Park Entry Fees: $100 per person, per day, for 2 days = $200 per person
Shared Transport & Guide Services (3days)+Accommodation & Meals (2 nights): $170 per person
Optional Cultural Visit to Maasai Village: $20 per person
Again, the pricing reflects real operating costs with virtually no margin for unnecessary mark-ups. The Park entry fess are set by Kenya Wildlife Service. Group members you shared a trip with may have booked through different agents, with varying payment schedules and packages, which can result in slightly different rates, but we did not charge you unfairly or excessively.
3. On Airport Transfer & Taxi Confusion
Your booking did not include airport transfers, which we offer separately at $50 per transfer (per car, for up to 4 passengers). Upon your request, we arranged and paid a taxi to take you to the airport at the end of the tour.
Unfortunately, the taxi driver, whom the tour guide selected for you was a bad guy, upon realizing you were foreign tourists, he attempted to solicit additional payment, a regrettable but not uncommon situation. To protect you from being double charged, we explicitly instructed you not to pay, as the service was already settled. We later learned that the driver made further demands, which we strongly condemn. This driver has been reported and removed from our network.
4. Communication Gaps and Boat Ride Payment
You rightly noted a miscommunication between the office and guide regarding some logistics and confirmations. We sincerely apologize for the inconvenience this caused. Since then, we’ve reviewed and tightened internal coordination to ensure smoother client experiences going forward.
Regarding the boat ride in Naivasha, we regret the confusion that led to you paying out of pocket. We are glad that we promptly refunded you once informed.
In Conclusion
We respectfully emphasize that you were not overcharged, and the itemized breakdown above shows that your tour was priced fairly and transparently. At ThinkScene Safaris, we are proud to offer high-quality safari experiences at rates that balance sustainability, local livelihoods, and service quality.
Especially in low-tourism months like March, April, and June, we often operate with minimal or no profit, simply to keep our hardworking team employed and the business running. We do this because we are passionate about Kenyan tourism and committed to ethical, guest-centered service.
To our future guests: Please rest assured that you are in the hands of a reputable, accountable safari operator that believes in honesty, professionalism, and responsible tourism. If you ever have questions about pricing, we are always happy to provide full breakdowns.
Warm regards,
ThinkScene Safaris
FR
Email Cyril | 20-35 years of age | Experience level: first safari
ThinkScene Safaris = Future Problems
For you readers seeking to book a safari in the next few months,
do yourself a favour and stay away of ThinkScene Safaris at all costs.
My and family traveled to Kenya in March 2025 with ThinkScene Safaris, with whom we had signed a contract on January 9, 2025, and was fully paid. During our trip, the agency demanded unjustified extra payments for already contracted services, thus violating the terms of the contract.
These charges included extra costs for confirmed accommodation, an unconfirmed excursion, and other unwanted services. I disagreed with these fraudulent requests with supporting documentation.
Despite several amicable attempts and a proposed compromise from my side (the agency retaining in an overpayment, with no further fees), the agency refused and threatened to downgrade my future contracted services. After these unacceptable threats and being insulted by my former driver, out of fear for our safety, we had to cancel the last part of the trip.... Read more I had to rebook the remaining leg at the last minute with another agency at our own expense to avoid any further disasters on our spoiled holiday.
I requested a refund for the last portion of the trip that was not honored based on these multiple contractual breaches, abusive practices, and disrespectful behaviors. The refund was refused by the agency based on their cancellation terms (non-applicable in these conditions) and a shady sentence allegedly allowing them to charge extra at will. Since then, they have ceased all communications.
The matter has been reported to legal authorities and is ongoing.
Stay safe and out trouble by not doing any business with this travel agency.
I would suggest booking a stay in one big worldwide chain hotel first.
Once it’s done, book your experience through the hotel directly engaging in their responsibility in case something goes wrong.
Kenya is an incredible country worth a visit, but it’s a shame that the behavior of some very few people ruins the overall experience.
Reply from ThinkScene Safaris
Posted on May 22, 2025Dear Cyril,
Thank you for taking the time to share your feedback. While we regret that your experience did not conclude on a fully satisfying note, we believe it is important to provide a balanced perspective for the benefit of future travelers.
A Safari Largely Delivered as Promised
Your family was under our care for nearly 11 days, during which we delivered a comprehensive, privately guided safari experience across some of Kenya’s most iconic parks. Your mother and brother joined for six of those days, and all arrangements including transport, accommodation, park fees, and guiding were delivered as agreed and without disruption.
On the Refund Dispute
The issue at hand centers on the final segment of your itinerary, which was voluntarily canceled by you after the majority of services had already been delivered. Despite our clear non-refundable policy for last minute cancellations or itinerary abandonment, standard across the safari industry, we agreed in good faith to your request for a $1,000 refund as a gesture of goodwill.
However, before this refund could be processed, your demand increased to $3,000, nearly half the total cost of the safari. This request came after a successful delivery of services over several days. Attempting to reprice or partially void the safari post-delivery contradicts our mutually agreed terms and established industry norms. Our safaris are priced as integrated packages, which offer value through bundled services, not piecemeal costings.
Regarding Legal and Contractual Threats
You referenced legal proceedings and diplomatic escalation. For the reassurance of our prospective guests: the matter was reviewed by the relevant authorities, and no breach of contract or wrongdoing on our part was established. We cooperated fully throughout the process, demonstrating our commitment to transparency and fair business practices.
We understand the influence of online platforms, but using them, or official channels, as leverage for outcomes that disregard agreed terms puts service providers in a deeply unfair position. While we strive to resolve all issues amicably, we must also uphold the integrity of our business and agreements.
On Staff Conduct
You raised concerns regarding the conduct of one of our driver-guides. All our guides are licensed professionals, regulated by the Kenya Tourism Regulatory Authority. No formal complaint or evidence was submitted to support this allegation. Nonetheless, we maintain strict standards and are always prepared to investigate credible claims thoroughly and fairly.
Final Thoughts
At ThinkScene Safaris, we welcome sincere, constructive feedback, positive and critical alike, as it helps us grow and improve. However, when reviews are used to pressure unreasonable or unjustified refund claims, we must respectfully stand firm.
To our future guests: we remain a trusted, client-focused safari operator with a proven track record of excellence. We take pride in the unique experiences we craft across the Masai Mara, Amboseli, Tsavo, Lake Nakuru, and the Kenyan coast. Kenya is a magical destination, and our mission is to ensure your journey is seamless, enriching, and delivered with professionalism and integrity.
Warm regards,
The Management Team
ThinkScene Safaris