IE
20-35 years of age | Experience level: over 5 safaris
Horrible Customer Service
I have only bad things to say about our experience and I would genuinely advise people to book with any other company than this one. Maureens inability to communicate caused so much stress on our trip that I seriously regret ever booking with them.
In an attempt to summarise; she cancelled our multiple day safari less than 24hrs before (our whole trip was planned around it). BUT, she actually insisted that we cancel, meaning I couldn’t get my money back for a week since it looked like I was cancelling, and needed us to rebook on a different system now, with money I didn’t have ($1,000+ of unplanned cost). All this while we were on an 18hr bus with limited internet, after which we were supposed to be picked up for this now unlikely to happen tour.
Maureen is worse than a robot. She lacks any empathy or customer service ability at all. I constantly had to repeat myself 5+ times and still she would get it wrong. It took 8 hours of back and forth communication to rebook the trip. After 6hrs it had been said easily 10 times that we would definitely be doing it, she took our dietary preferences and options choices (again) and I reconfirmed once again when and where the pickup was.
Only for me to find out 2hrs later she had in fact not booked us in. The website doesn’t work, especially with bad internet. They have no problem cancelling last minute, and they will bring you only stress if you’re unfortunate enough to ever speak to them.
Please please please do yourself a favour and book literally anywhere else. Our trip would have been so much less stressful if we had. As a broker of local safari guides they offer you no benefit for their hyper inflated price.
After her causing us the worst, most stressful day of our trip, by sending us confusing messages for 8+hrs in the knowledge that we were currently travelling to the safari with little to no internet, I think shame on her and have since hoped that some manager would please read that chain of messages to see how bad of a job was done that day. Unacceptably low standards.
You can understand my shock too when I got a final message from her today asking for a review. I normally keep things positive, but in this case I’ve nothing positive to add.
SE
35-50 years of age | Experience level: 2-5 safaris
Dishonest
We had several problems with this company. I don’t recommend it to anyone for Safari in Kenya. They don’t deliver what they promise even if it is written in the contract. We were supposed to have 2 days Safari in Nakuru and they said they cannot do the second one. They didn’t reimburse us for the second day either. The exact same thing happened to other people travelling with us in the first day, but in their case was in Masai Mara.
Besides this big problem, they don’t have own drivers so they hire 3rd parties, so you can get any kind of driver, they have no control of driver quality. The drivers don’t even know about their company either (I asked all of them).
One of our drivers,for example, had problem in the starting system of his car, we needed to get out of the vehicle and help him to push the car. This can be very dangerous since there are many wild animals in the park.
Their plans and starting/finishing Safari turn are changing very often. You may start at 9 and finish at 16, which it is quite short comparing to what other companies offer. I would rather choose a bigger and more reliable company.
There are several scammers there around.