CH
20-35 years of age | Experience level: first safari
Zero professionalism
We have prepared with them 1 week in kenya. we booked the safaris in Nakuru, Naivasha and 2 and a half days in Masái Mara, we paid everything (1000€) 4 months before being in the country. but it turns out that the same first day of safari that has been in Nakuru, we asked to enter early but did not want to drive at night so we accepted 1h later, there were punctual (we are Swiss) to enter at dawn to the safari and see the animals but it turns out after being waiting 1h and 10 min, we decided to enter and the guide speaks to us to tell us that we were not there and that had arrived on time and without apologizing. After this we talked to Naomi who is the girl with whom we hired everything but they blamed each other and she used personal reasons to excuse. We see that it is not our way of doing things between lies, excuses and victimization and we decide to reimburse everything so that we can hire it with another company. But here comes the surprise. First this girl used the technique to blame the guides, then the victimhood (again) and then already attack against us, when it was decided to make the refund we saw that I had only entered 940 €, I decide to talk to her and buuum turns out that I blocked WhatsApp ( only way to have contact with her). so now all the claim is in the Swiss and Spanish embassy (because we have Spanish nationality) and a complaint made with the insurance we have contracted. are unpresentable, unprofessional and thieves
US
35-50 years of age | Experience level: 2-5 safaris
We had a terrible experience - they cancelled on us last minute and have not returned our money.
We paid $930 for a safari which was the full agreed-upon amount for our group. 24 hours prior to the safari we received an email stating we owed another $400. We declined to pay this since we had already paid in full, so they cancelled our trip leaving us without plans less than 24 hours prior to the trip. They stated they would reverse the initial payment, but no refund has been received. I have sent communication notifying them that we have not received our refund several days ago and they are not responding. We feel like we have been scammed. Feels like they were just trying to take our money without providing services. We have now had to file a claim with our credit card company to dispute the original charge.
US
65+ years of age | Experience level: over 5 safaris
Out of business do not book
Now I know who Gabriel is... upon receiving an email addressed to him, I had the exact same situation... although I received the dear Gabriel email only 3 days before my trip was supposed to start, and I was already half way to Nairobi... and there were 4 of us, so we lost $21,000!
we paid the deposit by credit card in October of 2024, and sadly I didn't revisit the reviews before making the final payment... I wanted tp save
the $600 credit card fee, so I wired the balance due, hopefully my trip insurance will come to the rescue...
On the day of our scheduled departure, I contacted another company and paid them for a trip they set up for us that same day. They really saved us. That company was Twiga, and I highly recommend them.
CA
50-65 years of age | Experience level: first safari
Trip Cancelled By African Safari Guru Shortly Before Departure
Our 2025 safari with African Safari Guru was cancelled less than three weeks before departure after we had paid in full. Communication and refund follow-up were difficult, and only a small portion of our payment was returned. It was a disappointing experience after many months of planning. Travelers should confirm refund policies and have strong travel insurance before booking with this company.
US
🚫 WARNING: New World Safaris took $68,000 and left clients with NO bookings in Africa
I am writing this review as a consumer alert regarding New World Safaris (Pty) Ltd.
I am a travel advisor. My clients prepaid over USD 68,000 months in advance for a luxury safari and hotel package. When they arrived in Tanzania on Christmas Eve 2024, there were no confirmed reservations anywhere - every “confirmation” we had received was either fake or non-existent.
Their bookings at Ngorongoro Crater Lodge, Simbavati Tented Camp, Nyasi Tented Camp, and Melia Zanzibar had all been canceled due to non-payment by New World Safaris. Each property confirmed in writing that they had repeatedly requested payment and never received it.
We were forced to rebook every stay out of pocket at enormous personal cost. Throughout, New World Safaris’ representative David repeatedly assured us that all arrangements were secure, but the lodges told us otherwise. I personally intervened and paid vendors directly to prevent my clients from being stranded, even though they had already paid New World in full. I had staff from New World Safari messaging me on the side helping me rebook (at my own cost), and asking me not to tell David or Mariano they were helping.
Despite repeated attempts to reach Mariano Cuervo (owner) via email, phone, and WhatsApp, there was complete silence.
The final communication we received was on December 31, 2024, after I sent a formal notice of breach of contract and refund demand. Their response, from David Smit, stated: “WITHOUT PREJUDICE. We will proceed with the same in terms of defamation and false pretence. Regards, David.”
That was the last message we ever received. Since then, there has been no acknowledgment, no explanation, and no refund. The company went dark and stopped responding entirely.
We have filed formal bank disputes and police reports and preserved all evidence, including screenshots, payment receipts, and written correspondence from the lodges verifying non-payment.
I am writing this now because New World Safaris has resumed advertising and promoting itself on social media channels such as Instagram and Facebook, attempting to attract new business as if nothing happened. Consumers deserve to be warned before more travelers are deceived.
In short: do not book with New World Safaris. They are still marketing themselves despite this conduct. Travelers should consider this operator high risk.
CA
65+ years of age | Experience level: first safari
Not communicating the facts.
After booking a 7 day Safari, i found out that day 1 of 7 only consists of checking in to your hotel although the itinerary clearly states that your adventure will begin after meeting the team. No team was ever met. Day 2 was no adventure either. After driving about 75 kms, we had breakfast then i was passed off to another tour company altogether. Day 3 and 4 were fine, but when it came to organizing my balloon trip, the driver new nothing about it. I had to text Jambo Masai Tours and connect them with the driver. After that, things did not get better. On the 5th day, my guide was returning to Arusha with all guests. I informed him that my Safari was for 7 days, not 5. He arranged for me to be transferred to another company, but by then, i was completely fed up an cut my Safari short by 2 days. I concidered requesting a refund, but i didnt want anything more to do with Jambo Masai tours.
65+ years of age | Experience level: 2-5 safaris
Our holiday of a lifetime ruined by the lies and deceit of Africa Marvel.
The twelve day Safari of Kenya and Tanzania was marred with delays, a feeling of being held “hostage” at each junction of the trip until accommodation and game parks were paid; sometimes by Marvel after much pressure being applied, and from us (for a second time!) to ensure that we did experience some of what was promised to us in our itinerary.
Our family group and friends, totalling 11 people, had paid in full and in good faith that the services would be provided as booked.
It was evident that Marvel was stringing us along financially and emotionally, promising us a
refund of the services not rendered, totalling USD30,000.
Not one cent of that huge amount of money, that our group could ill afford, has been paid back. We are still waiting!
Cutting short the safari as once again the accommodation and park fees were not paid for, we returned to Nairobi early.
Even more bad news as the Rwanda 4 Day Tour to experience the Gorillas and the Golden Monkeys for the 6 of us an absolute once in a lifetime “bucket list “ paid to Marvel was NEVER booked at all. When pressed further about this tour he admitted the day before that he had done nothing. We were devastated! It was clearly fraud!
The emotional and financial stress, the uncertainty and betrayal is the key element I have taken from dealing with this company.
We thought we did our due diligence in going with this company, but that proved to be an absolute nightmare on so many levels.
Be so aware!
65+ years of age | Experience level: first safari
Beware beware beware, never again
In a group of 11 and we all paid in full for a Safari holiday to African Marvel. Expecting a holiday to remember but what we got was their management not paying hotels, lodges and park fees and we lost big chunks of time where we should have been viewing Kenya and Tanzania wonders. What we got was hours waiting at park entries, or in hotels not being able to leave because the bill wasn't paid by African Marvel. Tourism is very important for Kenya and Tanzania but this experience has left a bad feeling and we have told family and friends our experiences, a nightmare of failed promises by management. That said the guides were amazing, hotels, lodges, food were also amazing. Even the guides weren't getting paid and relied on our daily tips to survive. So based on my experience, do not use this company, find a company that you can trust. Yes we paid in full but that doesn't guarantee a flowing, wonderful holiday with beautiful countries, animals and locals. Find a financial operator that does put your money into your holiday. Beware, please beware.
Update, now been over 3 weeks and no promised money has been transferred from African Marvel to our group. All words and clearly no action or no care!
65+ years of age | Experience level: 2-5 safaris
In my experience, I felt deceived and misled by this company.
Our 12 day tour had some highlights (mostly the animals), but many lowlights including non payment for accommodation and park fees and extensive delays at border crossings.
We had paid in full for our 12 day tour prior to departure, but continually had problems with accommodation and park entry due to non payment by Africa Marvel. Every time I called them while on tour to find out the problem, the owner was at the bank trying to arrange finance to keep our tour running. It seems all the money we had paid was being used to keep the business afloat, and not provide the tours we paid for. Even our 4 day tour to Rwanda to see the gorillas was cancelled the NIGHT before we were due to leave, despite promises made during the previous week all was on track. It was finally admitted by Africa Marvel that they never made ANY of the bookings for this tour, despite taking our full payment. Everything they have been telling us was a lie - they have been behaving criminally and should be put out of business before they can take other peoples money.
Of course, they have promised (many times) to repay all monies owed to our group, but deadlines have come and gone, and they have made no real effort to repay, and we don't hold out any hope of seeing our money.
Do yourself a favour and steer clear of them.
ES
20-35 years of age | Experience level: first safari
Scammed
We felt scammed. The conditions we paid for weren't what they offered us. Water wasn't free, and the car wasn't the same as in the photos (it was broken all over). The guide spoke only the bare minimum and didn't offer us water during the safari. He even deigned to tell us his name at the end so we could write a review. He arrived over an hour late for one of the excursions, and there wasn't even an apology. You're always hungry at mealtimes; a sandwich and that's it. Their solution? None. They don't answer any of our messages.
