Peter Sales Manager
Pavillion Safaris and Tours
- Office In:
- Size:
- 5-10 employees (Founded in 2019)
- Tour Types:
- Customizable private tours and fixed group tours
- Destinations:
- Price Range:
- $170 to $300 per person per day (USD, excl. int'l flights)
Reviews
CN
Email lili | 20-35 years of age | Experience level: first safari
Terrible Experience! Unreasonable Itinerary, Forced Seat Changes, and Refusal to Refund
Terrible Experience! Unreasonable Itinerary, Forced Seat Changes, and Refusal to Refund
My experience on this 8-day tour was extremely disappointing due to several major issues:
Unreasonable Itinerary & Hidden Costs: Many attractions require extra payments. For example, at Lake Naivasha, if you don't pay for the additional activities, there is absolutely nothing else to do but sit and wait. The time arrangement was completely wasted.
Forced Seat Changes & Cramped Space: Our group of 7 traveled in the same vehicle with a lot of luggage. We were originally seated in the front, but the agency suddenly added two new passengers who took our seats. We were forced to move to the back row, which was extremely cramped and uncomfortable.
Poor Customer Service & Refusal to Refund: Due to these terrible experiences, we requested to shorten the 8-day itinerary to 6 days and get a partial refund. After negotiating with the agency for half a day, they stubbornly refused to return any money.
Overall, it was a very frustrating trip. I strongly advise future travelers to be cautious when booking with this agency.
Reply from Pavillion Safaris and Tours
Posted on Jun 22, 2026Thank you for taking the time to share your feedback. We genuinely regret that certain aspects of your experience did not meet your expectations, as our goal is always to provide every guest with a memorable and enjoyable safari.
However, we would like to provide some additional context for future travelers. Your safari was originally booked as an 8-day itinerary, and after completing the first part of the trip in Masai Mara, you requested to reduce it first to 7 days and later to 6 days. We respected your wishes and adjusted the itinerary accordingly. These changes were made after accommodations, transport logistics, and vehicle allocations had already been confirmed and paid for. As outlined in our amendment and cancellation policy, such last minute changes create unavoidable costs, especially during the low season when reserved seats and accommodation payments cannot be recovered. Unfortunately, for this reason, a partial refund was not possible.
Nevertheless, in the spirit of maintaining goodwill and ensuring your satisfaction, we agreed to upgrade your accommodation in Amboseli from a budget camp to a mid-range lodge, despite the financial losses incurred as a result of the itinerary changes.
Regarding Lake Naivasha, we would like to clarify that all optional activities, including the boat ride and Crescent Island walk, are clearly indicated in our itinerary together with their respective costs. These activities are operated by local Kenyan communities and independent service providers, and participation is entirely optional. We intentionally provide these details in advance to ensure complete transparency and to support local livelihoods. Therefore, the costs are not hidden and are clearly outlined before the safari begins, allowing guests to decide which experiences they would like to include.
Concerning the seating arrangements, this was a shared group safari, as indicated during the booking process. While we always do our best to accommodate seating preferences, operational adjustments may occasionally be necessary to ensure fairness and comfort for all travelers. We sincerely apologize if this caused any inconvenience.
We would also like to clarify that we carefully considered your request for a complimentary hotel upgrade to a higher-category property. However, the requested accommodation represented an additional cost of more than USD 300, which unfortunately could not be absorbed without a supplement. Despite this, we remained committed to finding a fair solution and offered a complimentary upgrade to a mid-range property in Amboseli as a gesture of customer care and goodwill.
At Pavillion Safaris, we value constructive feedback and continuously strive to improve our services. We are grateful for the opportunity to have hosted you and appreciate the trust you placed in us. We sincerely wish you many wonderful travel experiences in the future and remain committed to providing transparent, flexible, and memorable safaris to all our guests.
Kind regards,
Peter
Pavillion Safaris