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Josero Tours and Safaris
- Office In:
- Size:
- 5-10 employees (Founded in 2020)
- Tour Types:
- Custom mid-range & luxury tours that can start every day
- Destinations:
- Price Range:
- $150 to $750 per person per day (USD, excl. int'l flights)
for a custom tour
Your request will be sent directly to the operator
If preferred, you can contact the operator directly
Reviews
Email Patricia | 35-50 years of age | Experience level: 2-5 safaris
Prepaid balloon safari not funded; promised reimbursement never received
Based on my family’s experience, I would not recommend booking with Josero Tours and Safaris Ltd.
We booked a six-day Kenya safari for 12–17 October 2026. We paid our deposit on June 3, and Joseph demanded the remaining balance on August 16—57 days before departure, despite the quote specifying full payment within 30 days before the tour started. We paid as requested so our arrangements could be finalised.
Nevertheless, two of the three hotels specified in our package were not secured, and alternative accommodation was substituted. Joseph acknowledged in writing that Sopa had not been secured following waitlisting.
The most serious issue concerned our included hot-air balloon safari and breakfast. Although we had already paid Josero for this experience through our package, Joseph asked us during the trip to pay the balloon operator ourselves. He said he was in Tanzania and unable to make payment, and repeatedly promised to reimburse us upon our return to Nairobi.
To avoid missing the experience, we paid an additional $1,500: $1,200 by card and $300 in cash for what we were told were landing fees. We received the balloon experience because we paid separately—not because Josero funded the prepaid arrangements.
Joseph subsequently confirmed the $1,500 reimbursement in WhatsApp messages and emails. Despite repeated follow-ups and a final extension until October 30, no reimbursement had been received as of November 4, 2026.
I am pursuing the amount through an American Express billing dispute, which remains pending. Any recovery through my card issuer would address the financial loss, but would not change what happened during our trip.
My concerns are supported by the itinerary, payment records, and Joseph’s written acknowledgments. Having to pay again for an included activity and repeatedly chase an unfulfilled reimbursement promise undermined our trust in this company. Based on this experience, I advise other travellers to choose another operator. However, our tour guide, David, was a wealth of knowledge and the only positive element of our experience with Josero Tours and Safaris.
Reply from Josero Tours and Safaris
Posted on Nov 5, 2026Dear Patricia,
First and foremost, we would like to sincerely thank you and your family for choosing Josero Tours and Safaris Ltd to organise your six-day Kenyan safari. We genuinely appreciate the trust you placed in us and the opportunity to be part of your family's travel experience.
We have carefully considered your feedback and sincerely regret the inconvenience and disappointment caused, particularly regarding the hot-air balloon safari and the delay in processing your reimbursement.
We fully acknowledge that the USD 1,500 reimbursement should have been completed within the timeframe originally promised. Unfortunately, our Director's business commitments in Tanzania, followed by further engagements in Uganda, affected his availability to finalise the payment. Nevertheless, we recognise that these circumstances do not diminish our responsibility to honour our commitment to you.
As mentioned in our previous correspondence, we requested additional time to arrange the reimbursement. We would therefore like to formally reaffirm that the full amount of USD 1,500 will be refunded by November 30, 2026. Please accept our heartfelt apologies for the prolonged delay and the frustration this has caused.
Regarding the accommodation arrangements, we would also like to clarify that whenever the originally proposed properties could not be secured, we communicated alternative options for your consideration and approval. Our intention was to maintain the agreed standards and ensure your family continued to enjoy a comfortable safari experience. We appreciate your cooperation throughout these arrangements.
We are equally grateful for your kind words about David Sasine, your safari guide. We will be pleased to share your positive feedback with him as a token of appreciation for his efforts.
At Josero Tours and Safaris Ltd, we value honesty, transparency, integrity and exceptional customer service. We understand that our reputation is built not only on the experiences we create but also on how we take responsibility and address matters when things do not go as expected.
We kindly ask for your understanding and patience as we work towards fulfilling this outstanding commitment. Our sincere intention is to resolve the matter amicably, restore your confidence and demonstrate through our actions that we genuinely value your trust and business.
Once again, please accept our sincere apologies. We remain grateful for the opportunity to have served your family and hope to bring this matter to a positive and satisfactory conclusion.