BE
50-65 years of age | Experience level: first safari
Beware of Wild Race Africa: A Disheartening Experience
Let me begin by confessing that I'm not one to leave feedback often, but my experience with Wild Race Africa and its co-owner, Simon, compels me to share my story to protect fellow travelers from a similar ordeal. I hope my advice can prevent others from enduring unnecessary stress, disappointment, and wasted resources during their highly anticipated holidays.
Before I delve into the details, it's essential to note that 25% of the last 16 feedbacks have rated Simon's services as terrible – that's one in every four tourists. Proceed with caution and read on.
I stumbled upon Wild Race Africa through a Google search before traveling from Europe to Kenya with my fiancé (who is Kenyan) that I wanted to surprise. Though I didn't thoroughly compare options, I was immediately impressed by Simon's responsive and kind demeanor. He seemed genuinely committed to making our customer experience unforgettable, which led me to make a grave mistake.
After a few exchanges via WhatsApp and email, I chose a 2-day/1-night luxury safari to Masai Mara for approximately 1800 USD. Simon requested a deposit of 30% (550 USD) to secure the accommodation.
Here's where the problem started. Simon presented four accommodation options for the luxury safari and insisted on a primary and backup choice. I selected Mara Serena Lodge as my top preference, clearly stating that it was my desired option. However, Simon later claimed that it was unavailable and booked Keekorok Lodge instead.
Subsequent attempts to secure my stay at Serena Lodge were met with delays and excuses. Simon's conduct became increasingly unprofessional, offering reasons such as Keekorok's inability to provide a credit note and false claims of website problems at Mara Serena Lodge.
The situation escalated as I asked for a receipt for my deposit, and Simon's communication became evasive and disrespectful. He even blamed me and others on my side, resorted to threats, and displayed an overall lack of accountability.
My trust in Simon shattered when I requested pictures of the safari vehicle, which turned out to be an everyday Toyota RAV4 rather than the high-profile Safari Jeep promised in the offer. Simon dismissed this discrepancy arrogantly.
After careful consideration and consulting with my fiancé, we decided to cancel the safari to avoid further complications. Simon retained the deposit, placing the blame on me, the customer.
To salvage our holiday, we booked a different safari with Olare Kempinski, which proved to be an outstanding experience with exceptional customer care, top-notch safari jeeps, accommodations, food, and game drives.
In closing, I urge all potential customers to exercise extreme caution when dealing with Simon and Wild Race Africa. Refrain from making any deposit until you receive a firm reservation for your chosen accommodation, and demand a written assurance that any future changes will lead to a full refund.
Based on my experience and years of business leadership, it's evident that honesty, respect, and integrity are not part of Simon's core values. Should you encounter discomfort or unsafe circumstances during your interactions with Wild Race Africa, prioritize your safety, even if you've already paid the deposit. Consider filing a complaint with your credit card provider to protect your interests.
Kenya offers excellent, honest, and reputable businesses worthy of your investment, but Wild Race Africa is not one of them.
Now, brace yourself for Simon's expected reply, where he will likely resort to his typical approach of deflecting blame onto customers and refusing to take responsibility. This will only validate the concerns I've shared above, confirming that any issues during your trip will be blamed on you, the paying customer, rather than the service provider.
US
65+ years of age | Experience level: first safari
The tour owner had no control over self planned / sub contracted portions of the tour.
The tour started on a wrong note and things went south from day 1. Internal communications or lack thereof led to confusion and ultimately exclusion of agreed upon destinations (Equator). The tour was plagued with lesser number/s of rooms being booked (for a party 30 strong) which led to endless arguments and compromises wherein the tour operator took a back seat and 'never' stepped in to take ownership of the situation. On multiple occasions the party was starving for food with the last meal having been taken 10 hours or so back. There were tourists with medical condition/s (diabetes for me) which literally put us at huge risks all due to the lack of planning and foresight of the tour operators. The balloon ride was booked for 28 people only whereas our party was 30 strong. Here again the operator just took a back seat during the proceedings and we finally had a couple of volunteers who gave up their spot/s for the rest of us. No compensation was offered to the folks who gave up their seats. The tour was in the planning for almost a year and the end product was flawed all the way thru. The tour owner met us on day 1 and then on the last day whereas during the planning phases he had committed to being with our party on all the days. The tour owner was also not 'Contactable' throughout the ordeal. The scant respect and lack of support to the touring party is the worst I have seen in my lifetime and believe me I have seen a few in all of my 65 years.
35-50 years of age | Experience level: 2-5 safaris
Never arrived
Never arrived at pick up point for a booked and paid for activity.
Very poor communication.
Please stay away.
CA
35-50 years of age | Experience level: 2-5 safaris
Terrible and unprofessional
Feel like going on safari and having a great vacation? Then DO NOT use this company. Douglas took our money and then demanded we pay him more throughout the entire 4 days we were trying to enjoy our vacation.He used our money elsewhere and then asked us to keep paying for services he was suppose to have paid for.We ended up forking over $2000 usd after paying him over $5000. He was unprofessional and didn’t even pay the driver, we had to!?! Go elsewhere and find a more reputable company, save yourself a lot of stress.
DE
35-50 years of age | Experience level: 2-5 safaris
Worst experience ever while travelling
We booked a boat cruise, a VicFalls trip and a private safari to Moremi with Afrinature aka African Drifters.
All of them were operated by third party operators or freelancers, so rather book with others.
This company totally spoilt our holidays instead of having a relaxed trip which we actually paid a lot of money for. I already complained during the trip but I was asked by the owner to send my complaints on email, then we would talk about a refund. Since I have sent the report to him I was ghosted - no replies on Whatsapp, no one picked up the phone. After all: No refund - no excuse - nothing than disappointment with this company.
We paid 5k USD for the private safari for 2 people for 5 nights. We had a lot of issues with the company like delays, hotel change, changes in the prearranged schedule, one day we didn't even arrive at the camp that was booked before it got dark. Only one day was ok for us. Everything seemed to be happening due to a lack of planning, organisation and communication.
KR
20-35 years of age | Experience level: first safari
Not trustworthy
Treats foreign customers like an ATM. The attitude towards you dramatically changes before and after the payment.
1. Last minute itinerary change
Other tour operators notified me that due to the recent change in the park entrance policy, they only offer two-day safari tour. But Exciting Africa Holidays said their tour is three-day. To confirm this, I sent them an email and received a positive response, which influenced my choice for this tour. But, on the day of the tour, i was told that there will only be a two-day program due to the 'recent' change in park policy. That just spoiled my day.
2. Lying about drinking water
At the Nairobi tour office, I was verbally assured that the package included '1 litre of bottled water per person per day'. But upon my arrival in Masai Mara, I was told that there is no water to give us... I mean, why lie about water? If it's not included, just tell me, and I'll grab some in town! (fwiw, they did provide water at day2 after my complaint, but the emotional stress i had to go through on day1 was immense)
3. Lack of communication
They dropped us off at some random place, not the one we were supposed to stay at. We were totally lost. After I paid, communication between me, the tour operator, and our driver went from great to non-existent. If they had to switch the accommodation, that's fine, but give us a heads up! And there's even a signal in Masai Mara if you're with Safaricom.
When I brought up these issues with the tour operator after the tour, he raised his voice, telling me to send a formal written complaint. So here's my formal complaint.
This safari tour was supposed to be a once-in-a-lifetime adventure, but picking this operator was a major mistake.
For the record, I was more than satisfied with our driver Shadi, he was very kind and professional. I had issues only with the tour operator, Exciting Africa Holidays. (It seems like multiple tour operators pool the tourists and assign them to different vehicles)
US
35-50 years of age | Experience level: first safari
Horrible experience
We booked this company for both Kenya and Tanzania safaris, They completely spoiled our Kenya Masai Mara experience, the guide we got name called Ole spoiled our complete experience by misguiding us and when we tried to call the tour company owner George, he was not at all responsive while we were in Kenya.
They treated us well while we were in Tanzania got a very good guide name called Omar but our Kenya and Masai Mara experience was horrible.
And when we were suppose to get AA Lodge at Ambosali National park, they gave one basic room where it was not a finished room with open nails and all, the beds were not even equipped with mosquito nets and my kids were bitten by at least 50 Mosquitos on that night.
Summary: Our experience in Tanzania is ok but definitely spoiled my Kenya experience.
I recommend you to avoid this company.
US
20-35 years of age | Experience level: 2-5 safaris
Look Elsewhere
My husband and I just completed a 6 day safari through Kenya from Nairobi to Mombasa with drives through Maasai Mara, Lake Nakuru, Amboseli and a sanctuary bordering Tsavo West. We advise you stay away. When we booked the tour, our itinerary listed two game drives through Tsavo West, Tsavo was a bucket list park for both of us, so we were really excited to explore this historical place. Unfortunately on the days of Tsavo, our guide gave us the plan and we were only going to be doing game drives through a resort sanctuary, not through the national park. We felt the company completely misled us about the itinerary and what we thought paid for. Once we expressed our frustration, they told us we were now too far from the actual national park entrance to have any game drives there. This was all after being deceived a couple of days prior about the entrance fee and cost of visiting Lake Naivasha and Crescent Island. Hyrax tried to charge my husband and I $150 USD for this short, optional excursion. We told Hyrax they were overcharging and the entrance to the island wasn’t that much - we checked Crescent Island’s official website which openly lists the price, but we were told by Hyrax that they were being honest with the prices. Once we got to the lake, we took matters into our own hands with what the boat ride and entrance fee actually costs and of course - Hyrax was grossly overcharging us along with the boat company. When we brought this to their attention, they feigned ignorance to the prices or knowledge about the island’s website and listed prices. On our way out of Voi to Mombasa, we discovered they overcharged again for the train ride. They told us they charged us $5 per ticket but the tickets only costs 290KSh (About $2). We were ultimately quite disappointed and frustrated but tried our best to enjoy the animals anyways. Tourists anticipate being overcharged but not disrespected so thoroughly with an apparent professional safari. Look elsewhere.
20-35 years of age | Experience level: 2-5 safaris
Unprofessional
AVOID SAFARI UPDATES IF YOU CAN BY ALL MEANS!!
Safari Updates from the airport picked us in a small car with babies when we paid for a landcruiser to and fro pinning it on non existent chaos. Stalled us at a bar with kids while we waited for a second car on the way to transfer into. At the hotel they had us in a cabin with three beds instead of the promised and paid for new builds in the hotel we were staying. Once we checked in, our contact person went MIA, didnt pick any calls after that. We asked for the difference in refunds and they said nothing.
All these just made the trip not worth it at all!
CA
35-50 years of age | Experience level: 2-5 safaris
Terrible Safari Experience and Unprofessional Tour Guides
This is probably the worst safari experiences I ever had with Startluck Travel. We had a group of 8 people and booked a 10-day package service with the company. The two drivers (also the guides) assigned to us were totally unprofessional, especially one of the drivers who name is Carlos. Carlos had been playing a game during the safari with us all the time. During one of the safari days, he left and dropped us in the middle of the game drive and requested us to join the other group to continue the drive, as he needed to go to pick up the park tickets and had his car have maintenance service. Also, on one of the days, he just disappeared and remained unreachable for the entire day. As a result, we lost one day to experience the game drive and were left in the hotel for doing nothing. The company Starluck however did NOTHING and was unable to resolve the issue after receiving our complaints, which was totally a disappointment.
That being said, this is ABSOLUTLY not a company to recommend.