The review below is the personal opinion of LH and not that of SafariBookings.
Cautionary Warning: Deposit Dispute & Unilateral Lodge Swaps with Lensai Safaris Ltd (Kenya)
I want to share a recent, documented experience with Lensai Safaris Ltd (based in Kenya, run by Rebecca Chepkemboi) as a cautionary note for anyone currently planning an East African safari.
Summary of Events:
• Booking & Deposit: In June 2026, I booked a luxury Kenya/Tanzania safari for September 2026. The quote explicitly featured high-end luxury properties (specifically Mara Serena Safari Lodge, Serengeti Serena Safari Lodge, and Ngorongoro Serena Safari Lodge). I paid a 30% deposit of $2,340 via Pesapal to secure these specific properties.
• The Issue: A month after taking the deposit, the operator claimed the Serena lodges were fully booked and attempted to switch our stays to mid-range/budget properties located much further from the main wildlife areas (e.g., swapping Mara Serena inside the triangle for Mara Sopa on the outer edge, and substituting Ngorongoro Serena on the crater rim for a hotel in Arusha town).
• Verification & Non-Performance: When I checked directly with the Serena properties, they confirmed rooms were available for our dates. Lensai Safaris had held my money for a month without ever placing or securing the reservations.
• Refund Refusal: When I canceled due to material breach of contract and bait-and-switch tactics, the operator introduced an arbitrary cancellation policy and offered only $390 back—retaining $1,950 without having secured any bookings or incurred costs.
This matter has been escalated to my bank for a chargeback/fraud, as well as formally reported to the Kenyan Tourist Police Unit (TPU), the Tourism Regulatory Authority (TRA), and the Kenya Tourism Board (KTB).
Takeaway for Travelers:
1. Always insist on written booking terms/cancellation policies before sending a deposit.
2. Verify lodge reservations directly with the properties shortly after paying your deposit to ensure funds were actually remitted and rooms secured.
3. Pay via credit card where chargeback protection is available.
