Swahili Safari Escape

Reply from Swahili Safari Escape

Dear Audrey,

Thank you for takingy the time to share your experience with us. We are truly sorry to hear that your safari did not meet the expectations you had when booking with us, especially regarding the French-speaking guide and the overall experience during the game drives.

First of all, we sincerely apologize that the guide assigned during the safari did not provide the level of attention, communication, and care that you deserved. Guest experience is very important to us, and after receiving your feedback, we have already discussed this internally with our driver team during our operational meetings to ensure such situations are corrected and improved moving forward.

Regarding the French-speaking guide, we would like to clarify openly that for shared safaris, especially when groups are combined between different companies and travelers of different nationalities, we unfortunately cannot fully guarantee a French-speaking guide at all times. We currently prioritize guaranteed French-speaking guides mainly for private safaris or fixed Swahili Safari Escape French groups.

In your case, we had successfully arranged a French-speaking guide for your safari. However, due to heavy Serengeti rains, he became seriously unwell during the night before departure and reported sick only hours before the safari started. At that stage, with park tickets already arranged and safari logistics confirmed, cancellation or refund was unfortunately not possible. Instead, we worked quickly to ensure your safari could still continue without interruption.

We also understand your frustration about feeling excluded because the safari was conducted mainly in English. During the briefing, we personally met you to explain the safari details, reviewed the wildlife photos together, arranged dinner support, airport drop-off assistance, and remained available for communication throughout your stay. Until receiving this review, we had not received additional complaints during the safari itself regarding the guide’s driving style or explanations.

About the shopping stop on the first day, unfortunately the shared group arrived later than expected, and some travelers needed to purchase essential toiletries and camping items before departure. We always share a recommended packing and preparation list before arrival to help avoid such delays, but in shared group safaris, some flexibility is sometimes necessary due to different travelers’ needs and schedules.

We also want to be transparent that the price you paid was already offered at a very special rate with almost no profit margin from our side, as part of our effort to expand into the French market and build trust and reviews among French-speaking travelers. Because of this, we are unfortunately unable to provide a financial refund after the safari services and park entries were fully used.

However, we genuinely value you and your feedback, and since you mentioned your wish to return to Tanzania again in the future, we would truly love the opportunity to restore your confidence in us. As a gesture of goodwill, we would like to offer:

1. A special returning guest discount on any future safari booked with us.
2. Additional private safari upgrade discounts if you travel again with friends or family (for example, a group of four or more travelers).

Booking style and safari flexibility can have a significant impact on the overall experience, especially regarding language expectations in shared group safaris. Despite the operational challenges, we truly tried our best to ensure your trip could continue smoothly.

Thank you once again for your honest feedback and for visiting our beautiful country. We genuinely hope we may have another opportunity in the future to provide you with the experience you originally hoped for.

Kind regards,
Swahili Safari Escape