Semu Gorilla Safaris and Tours

Reply from Semu Gorilla Safaris and Tours

Dear Iza,

Thank you for taking the time to share your feedback about your recent Safari tour with us. Thank you for appreciating our tour consultant's niceness throughout the booking process. We appreciate your honesty and apologize that your experience did not meet your expectations.

We want to assure you that we take all feedback seriously and will use it to improve our services where necessary. We have reviewed the highlights of our communication with you.

Our records show that we provided a comprehensive package, including
Inclusions:

1. Gorilla trekking permits (2)
2. Park entrance fees
3. Boat cruise at Lake Ihema
4. All game drives in Akagera National Park, including:
- Evening game drive on Day 1
- Full-day game drive on Day 2
- Morning game drive on Day 3 till 2:00 pm, covering both the South and North areas of Akagera National Park
5. Canoe rides at Lake Bunyonyi
6. Accommodation in Bwindi (Bweza Gorilla Lodge)
7. Private 5-seater Safari Land Cruiser with a pop-up roof
8. Professional English-speaking tour driver-guide
9. All ground transportation
10. Batwa trail experience
11. Drinking water
12. En-route meals

We also clearly outlined the exclusions, such as accommodations in Akagera and Lake Bunyonyi, international flights, tips, and personal items.


Exclusions:

1. Accommodations in Akagera and Lake Bunyonyi
2. International flights
3. Tips
4. Personal items
5. Government-imposed increase of taxes and/or park fees
6. Soft drinks

You agreed and you requested to proceed with booking the tour.
Yes, the price for the Safari adventure was $1898 per person. Providing all the inclusions listed above
And also, the exclusions above. You clearly accepted the Tour price which totalled to $3796 for two per persons (TOTAL TOUR PACKAGE PRICE)

It appears that the sur-charge fees were a point of contention. We understand that international transactions can be complex

You wanted to confirm the tour and proceed as you stated “ok, got it
I would like to confirm the tour and proceed.
Iza”

We sent over the payment details

Tour consultant sated “Hello Iza,

Thank you so much for confirming your tour with us! We're thrilled to have you join our safari adventure.

To confirm your booking, you will be required to make a deposit of 42% ($1600) of the tour total cost. This deposit is necessary for advance reservations and purchasing of your gorilla trekking permits to secure your spot. The remaining balance will be payable on the pick-up date.

We've attached a secure online payment link for your convenience. After making the payment, kindly share the proof of payment and your passport copies with us to finalize the booking arrangements.

Additionally, please let us know your preferred pick-up point, as well as your accommodation details in Akagera National Park and Lake Bunyonyi, so we can tailor our services to meet your needs.

We're looking forward to welcoming you on this incredible journey!”


We attached our payment procedure which clearly indicated that you had to include $80 for sur-charge fees.

Tour consultant stated “Note. Please include ($80) because costs of International
transactions will attract service charge for credit card payments
and are to be fully paid by the Client. And kindly forward to us proof
payment after you are done with payments.”


You didn’t want to pay for the sur charge fees as you stated “we dont want to pay any service fees,
we do not use credit card”

Tour consultant stated “Hello Iza,

Thank you for your decision to avoid service fees. We've attached our bank details for bank transfers. Please note that a $10 surcharge fee per transaction should be added.

After making the payment, kindly share the proof of payment and copies of your passport with us to finalize the booking arrangements.

We're looking forward to welcoming you on this incredible journey!”

You accepted the Wire transfer since the sur-charge fees was less compared to the credit card/Visa and MasterCard sur-charge fees.

You got back to us with this response as you stated “Edison,
for the past few hours I have been trying to solve/clear this issue with the bank. It is not easy as Rwanda is not OECD country. Due to compliance and EU regulations there are few requirements and eventually the whole process may take up to 10-15 business days :/
Even if they speed it up anyway and I get green light, the transfer itself needs 3-5 business days so it is a bit pointless.
Iza”

Tour Consultant stated “Hello Iza,

Thank you for getting back to us and sharing the challenges you're facing with the bank transfer. We understand that international transactions can be complex, especially with Rwanda not being an OECD country.

Given the compliance and EU regulations, it's not surprising that the process may take 10-15 business days. We appreciate your efforts in trying to resolve the issue.

Considering the timeframe, we can discuss alternative options or adjust our booking timeline to accommodate the delay. Please let us know how we can assist you further.”


You responded as you stated “we land in Kigali on Saturday so time is rather tight
“

You got back to us again as you stated “I will try and check if card is not rejected and payment is successful. I have no experience with card payment in 'exotic' from Polish banking system point of view country like Rwanda.
Would you mind if I try later in the evening? I am currently on my way to the meeting.
Iza”

After you successfully made the deposit of $1680 ($1600-Gorilla permits and $80 sur-charges) using the credit card payment which you had told us that it is not used in Poland!!!


Let's break it down! The payment procedure was a key point of discussion, specifically the $80 surcharge fee for credit payments. We want to assure you that this fee was clearly outlined in our payment procedure, and the $1600 deposit was specifically for securing your gorilla trekking permits.

So, when it came to paying the balance, you wanted to pay less amount forgetting that the $80 that you had included in the deposit was for sur-charge fees! So that we receive exact amount of $1600 for buying your gorilla trekking permits.

Regarding your evening safari (Evening Game drive)
You arrived early in Akagera National Park, and our guide did their best to accommodate your activities, including the boat cruise and evening game drive. However, due to the time (1 hour) spent to pay and finish up with the lodge, since you were responsible for your accommodation in Akagera. we had to wrap up the evening game drive, as the park's rules require us to depart by 6 pm

We sincerely apologize for the frequent calls from our tour consultant, which may have caused unnecessary stress. However, we had mutually agreed upon the payment terms to pay the rest of the funds on pick up date or even earlier as discussed and you clearly knew it that the deposit you made was for buying your Gorilla Trekking permits $1600 and you had other activities to do in Akagera National Park and Lake Bunyonyi before gorilla trekking!

When the Tour consultant reached to you requesting for reminding funds (on Day 4)

Tour Consultant stated “Good morning Iza,

Greetings from Semu Gorilla Safaris and Tours! We hope your partner has fully recovered from the illness.

Regarding the payment, we would like to kindly remind you that the outstanding balance of $1196 is due for settlement. As per our agreement, payment was to be made on arrival not after the trip and we would appreciate it if you could settle this amount with Jimmy today!


We never start any trip without clients clearing their outstanding balance because that money is used to run the trip and it's our policy to clear balances before we start ( I shouldn’t have let that happened)

Thanks for your prompt attention to this!”


You got back to us with this response “Where was the arrangement that we pay on arrival? All services are paid at the end kr check out. Eg restaurant after you eat Or hotel at check out?

Also I hope you are fully aware of consequences of pushing me to pay extra 80usd for processing fee that should be included in finał price. You did Not forget to exclude flights Or tips but forget about super high fees....

I write very honest and true review about it including also not sticking to programe like 2.5h safari which lasted 50m and 30min was just driving back to hotel.

I hope you realize the long term consequences with such reviews on Google, tripadvisor and safaribookings

Reviews will be two from each of us and I think it may definitely cost you in long term more than 80usd”

The above was your response!!!!

A few days before the trip. The Tour consultant had sent you this “Pre-Tour Preparations and Information


Hello Iza,

Hope you're doing well! As we approach your 5 days Rwanda Uganda Safari Tour ( Akagera National Park, Lake Bunyonyi and Bwindi Impenetrable Forest National Park ) we wanted to touch base on a few important details to ensure a smooth and enjoyable experience.

Special Requirements
Could you please let us know if you have any special dietary or medical requirements? This will help us prepare accordingly.

Packing Essentials
For gorilla trekking, it's recommended to pack:

- Jungle boots for hiking
- Long-sleeved shirts for protection from thorns and insects
- Long stockings
- Rain coat
- Hat or cap
- Comfortable shorts, dresses, and blouses (for females)
- Rain jacket


Remember to pack lightly and essentials for all weather conditions.

Health and Safety
Don't forget to pack:

- Anti-malaria medicines
- Pain relievers
- Insect repellent
- Sunscreen
- Hand sanitizer
- Sun-hat and glasses
- Body creams
- Face masks
- Vaccination Certificate (Yellow Fever)
-Gloves

Also, please check with your medical insurance provider if your policy applies overseas for any emergencies.

Electronics
You may want to bring:

- Camera and charger
- Mobile phone and charger
- Tablet and charger
- Plug adapters
- Headtorch and batteries
- Waterproof pocket camera
- Back-up hard drive

Visa and Finances
You can apply for the East African Tourist Visa upon arrival at Kigali International Airport.

Please ensure you have the remaining funds in cash ($2196, clean notes, 2017 and above) This should be paid on pick up date!

And also carry some extra dollars which you will need to exchange to Rwandan francs and Uganda shillings, it will help you to buy person souvenirs and some other interesting items you will find along the way.


WhatsApp Contact
Could you please share your WhatsApp contact with us? We'll assign an English-speaking driver to you, and you'll be able to stay in touch before pickup.

If you have any questions, suggestions, or need further assistance, feel free to reach out. We're always happy to help.”


We Apologies if the above response sounded as bullying



Regarding the activities in Lake Bunyonyi, we appreciate your trust in our recommendations. we sent you Bird watching, Swimming , Visit a local market, hikes, village visits and Canoe ride. You selected the canoe ride, which was included in your tour package.

About day 5. As for your accommodation in Bwindi, we took care of the arrangements as agreed upon. However, we were surprised to receive a call from the hotel staff indicating that you were inquiring about payment for the accommodation, which contradicted our understanding.
Day 5 still before booking for tea planation, you asked for tea planation explanation

And this was the tour consultant response “Hello Iza,

Thank you for your further inquiry. To clarify, the tea plantation experience on Day 5 in Bwindi is a free activity, and there's no charge for it. We've included it in the program for your enjoyment.

However, if you're interested in a more in-depth experience, such as tea processing in the factory, that would incur an additional cost of $25 per person.

Regarding your question about refunds, since the tea plantation experience itself is free, there's no refund applicable if it's not possible to visit due to time constraints.”

We appreciate your trust in us to recommend lodges in Lake Bunyonyi, and we're glad we assisted.

Let's be clear - our service charges are transparent and accounted for. The $80 surcharge fee for credit payments was explicitly outlined in our payment procedure. We're confident that our pricing is fair and reflects the high-quality experience we strive to deliver. Also, just to clarify, the amount you stated was not $1000 as you mentioned!

At Semu Gorilla Safaris and Tours, data protection is paramount, and we take our clients' personal details seriously. When you asked about surcharges, we shared a sample payment procedure to clarify the process. We believe in transparency and honesty, which is why we've shared the highlights of our communication of you here. We're truly sorry that your holiday experience didn't meet your expectations, and we appreciate your feedback. We're committed to continuous improvement and would be delighted to discuss this further if you'd like. Thank you for considering us, and we hope to serve you better in the future.

Sincerely,
Semu Gorilla Safaris and Tours Management