Kinfolks Africa Gateway

Reply from Kinfolks Africa Gateway

On behalf of Kinfolks Africa Gateway, I would like to express my sincerest apologies for the inconveniences and frustration you experienced during your recent safari with us.
For clarity, It is important to note that we initially gave you a suggestion to Fly into maasai mara since you insisted on a stay at mara ngenche but after lots of back and forth and price comparisons you settled on going by Road. We even gave a suggestion for private safari since you also wanted to do a safari alone in an open land cruiser not with the rest. But after sharing prices you eventually agreed to join a group but with private safari experience at maasai mara using mara ngenche open landcruiser. We were sure to inform you this would cause a bit of inconsistency and inconveniences but you went ahead and settled for it.
Nothing was done blindly.
You checked in to the park at around 3pm and had a game drive as you headed to the hotel. You missed on lunch at mara ngenche and sarova Woodlands due to time constraints that was encountered on the way which we wholeheartedly refunded without any disputes. As for Kibo no lunch was missed since you had packed lunch from Lake naivasha resort and we sent an email to Kibo to give you packed lunch on your day of check out. As for day 6 when the rest were going to Hell's Gate we gladly offered you to join the rest there on our own account since you were the only one not going to Hell's Gate but you declined the offer. We explained to you that this being a group safari all members must be catered for. It'd be unfair to cancel their safari to Hell's Gate simply because you didn't want to be part of it. Also during planning stage we ensured to inform you that group safari follows a certain schedule that is fair to all clients. Furthermore we gave you a cheaper offer that was budget friendly for group safari but you refused and insisted on a stay at mara ngenche and Kibo Camp. These are top luxury and luxury hotels which caused a general rise on your quotation. We even shared receipts of payment and a breakdown of how the money was spent. So by you saying we are overpriced is very misleading whereas we gave you cheaper options and you opted for the pricey ones. A group safari is meant to be budget friendly but you mentioning that the other clients paid only 1000usd pp for a 7 day safari is not true. Park fees alone for the 4 parks you visited is roughly 600usd. So how's 400usd enough for accommodation and transport for 7 days. We really appreciate feedback but we appreciate genuineness more.
We agreed on doing a 250usd refund which you agreed to yourself. You later came with a new scheme to milk us more money by asking us to pay for your one on one game drive in Amboseli so that you'd give us a 5star review. When we declined your offer you started threatening us. We are a company that is guided by our core values and our clients satisfaction is our first priority you being one of them and the group you were with. Anywhere we go wrong we do our best to correct and make ammends which we really did. You deleted messages where you had agreed to our 250usd refund so that we'd not have any evidence on our end. This act alone goes out to show your intentions were quite unclear.
As Kinfolks Africa we take full responsibility for ensuring our guests receive not only exceptional service but also the highest levels of safety, transparency, and hospitality most importantly we are guarded by integrity.