35-50 years of age | Experience level: 2-5 safaris
A few Issues and an Inexperienced Guide
Unfortunately, our trip did not meet the 5-star expectations that led us to book this experience. From the outset, there were a number of concerns that impacted our overall enjoyment.
On the first day, we were left waiting outside the Genocide Memorial for over 45 minutes. Our guide dropped us off at the entrance and said he would park the car and return, but he never reappeared. We tried looking for him around the area and the vehicle, but he was nowhere to be found. We never received an explanation for what happened during that time.
The driving throughout Kigali felt unsafe and erratic. The guide frequently seemed unsure of the directions, and on multiple occasions, we had to assist using Google Maps. It was evident that he lacked confidence driving in Rwanda and was unfamiliar with many of the destinations on our itinerary.
Communication was another major challenge. Instructions and updates were often unclear and lacked the level of professionalism we expected. While it was clear that our guide meant well and was trying to do a good job, we strongly feel he needs further training and more experience to meet the standards promised.
Additionally, prior to the start of the trip, we attempted several times to pay the remaining balance ahead but did not receive the invoice until the final day of the trip. We were then told we couldn’t leave the lodge until payment was made — despite unreliable Wi-Fi and power outages that made it nearly impossible to complete the transaction promptly. This situation made us feel as if we were being held hostage, which was stressful and unnecessary.
That said, we do want to acknowledge and sincerely appreciate the support we received from the company during the trip, especially when we had to cancel the Golden Monkey trek due to a health issue with my partner. The understanding and flexibility shown during that situation were truly appreciated and made a difficult moment easier to manage.
While there were some highlights — notably the incredible gorilla trekking and a few lovely accommodations — these moments were overshadowed by the logistical issues and lack of professionalism throughout the rest of the experience.