AE
35-50 years of age | Experience level: first safari
Do not book if you are after amazing safari trip
We paid USD 4,356 for a 5-day “Luxury/VIP” safari with Arzoni Africa Safari, including two accommodations, a dedicated licensed game driver, and daily park passes (USD 200 per day). What we experienced was serious misrepresentation, safety issues, and breach of contract.
Our pickup was delayed and we missed the first game drive because park passes had not been purchased, despite being told they were included. Later, we discovered we were taken into the park without valid passes. The driver repeatedly tried to discourage us from doing scheduled drives, which we later realised was linked to the passes not being bought.
The vehicles were unsafe and in poor condition (parts falling apart, no radio communication to track wildlife sightings, and even a seat detaching during a drive). Without a radio, we were driving aimlessly while other vehicles were locating animals. Both drivers constantly watched TikTok videos while driving. There was very limited wildlife knowledge, no guiding commentary, and alcohol was consumed during picnic stops.
Promised bush picnics were poorly organised — tables and chairs were often forgotten, and my partner had to set up and pack away the picnic herself while the driver remained on his phone.
We cancelled the remainder of the trip due to safety concerns and lack of trust, arranged our own airport transfer, and were offered only USD 200 as compensation.
This was meant to be our engagement trip and it was completely ruined. I would strongly advise others to think carefully before booking.
AE
35-50 years of age | Experience level: first safari
Complaint Regarding Mis-sold Luxury Package
I would like to share my perspective regarding the “luxury package” that was sold to us. I have attached a few photos from a much larger collection that document several of the issues my partner raised during the trip.
We appreciate the recent message stating that the compensation policy is being reviewed. However, this does not align with the responses we have been receiving via WhatsApp from the owner, who has not once apologised and instead accused us of being malicious simply for requesting the refund we believe we are entitled to.
The attached photos show:
Me personally setting up the picnic arrangements that were promised as part of the package.
The food placed at the back of the vehicle because the driver did not provide chairs or a table.
The condition of the car, despite being promised a replacement vehicle. We only received a different car for one drive, which came from another company.
A photo of the driver drinking in the evening and during the drives. We accepted this situation at the time because we had no immediate alternative.
Eventually, we decided to cancel the trip early and check into a different lodge. We escalated the matter to Arzoni; however, they do not appear to be taking full responsibility. The offer of USD 200 is far from adequate, considering that the park passes alone should account for a USD 400 refund, without even factoring in the other undelivered services and broken promises.
I have also attached screenshots of the conversation with the owner, who, instead of apologising and offering a reasonable refund, chose to blame us for the situation. This does not reflect acceptable customer service standards.
As a result, we escalated the issue to KATO. We were informed that the company is not registered with them, but they have stated they will pass the case to other relevant entities and associations to support our claim.
UA
20-35 years of age | Experience level: first safari
Complete disrespect and horrible organization
Horribly experience. They don’t care about your time. Disrespect your time and don’t take responsibility for their mistakes.
I don’t recommend. Select another operator to go on a tour with.
DE
50-65 years of age | Experience level: first safari
Irresponsable liar
We planned booked and paid a 7 days safari. The night before departure they cancelled the trip. They apologised and promised to refund the money. We were very desperate and angry. If you have enough money, you can book another Safari.
We reported them to Safari bookings, the TRA and many other people who said that they have influence tried to help us. Meanwhile they lied to us and to Safari bookings telling different stories of when they would refund and that they offered us a different safari. After nearly six months we have the money back because they had a lot of pressure. Hope that this company will never ever have the chance to do this again. Avoiding is the best solution. There are other companies, be careful though.
35-50 years of age | Experience level: first safari
An incompetent operator prone to repeated booking errors and poor coordination
I’m posting this review so other travellers planning a high-stakes or special-occasion stay understand the risks I encountered booking through Safari.com.
I used Safari.com for a proposal trip booking at Giraffe Manor and experienced repeated coordination failures and inaccurate information from my assigned consultant, Kim , along with later management handling by Bianca. This was clearly communicated as a proposal booking where precision and follow-through were critical.
The most serious failure involved the private dining arrangements. I first asked Kim to reserve the Orchid Room for private proposal dining roughly 8 months before arrival. I was later told it was double booked and was assured she would arrange an alternative private dining experience instead. After I raised concerns and escalated, Bianca told me she would personally oversee this to ensure it was handled. Despite those assurances, when I arrived at the manor, the on-site team informed me no private dining had been arranged by the agent at all, and they had to organise something last minute after I raised it directly. An early request, a fallback promise, and management oversight were all in place — yet the arrangement was still not executed.
Other documented issues included:
• An official voucher issued with the wrong month of stay (later corrected, but highly stressful for a limited-availability property booking)
• Incorrect information given about the Edd Suite location
• Photographer cost requirements not fully disclosed at the outset, with material extra cost added later
• Arrival details not properly handed over despite written clarification
• Internal handover lapses later acknowledged by management
Management later described these as “administrative friction,” but when you are paying premium rates for a flagship experience and a proposal setting, accurate product knowledge and reliable coordination are basic expectations — not optional extras. The fact that the stay ultimately went ahead does not erase multiple preventable planning failures.
To be fair, the property staff on site were professional and helpful and stepped in to fix issues last minute. The failures were in the booking management and pre-trip coordination through the agency.
Even after internal review confirmed communication gaps and errors, management declined any monetary goodwill compensation and closed the matter on the basis that the core services were delivered.
If you are planning an important or once-in-a-lifetime trip, I would strongly suggest using a specialist luxury safari planner rather than relying on a volume booking agent. Well-known competitors that handle Giraffe Manor bookings and focus on bespoke, high-touch travel planning include Brilliant Africa, Wexas Travel, Ker & Downey Africa, and Wild Earth Stays. I recommend verifying all special arrangements directly with the property in writing to avoid preventable stress.
Based on my experience, I cannot recommend Safari.com for critical or milestone travel bookings.
50-65 years of age | Experience level: 2-5 safaris
Not reliable.
This is a follow-up regarding a review I posted here in December 2025.
I am still trying to recover the $10,000 that I mistakenly transferred to Mr. Karema of Expeditions Maasai Safari in Kenya in June 2025. In January 2026, I received $1,000. Mr. Karema stated that he would continue making payments. I sent him a payment agreement last November, but he never signed it.
I have continued requesting the remaining balance; however, he has once again stopped responding. Unfortunately, he remains unreliable, and I can no longer trust his word.
FR
35-50 years of age | Experience level: first safari
Very dishonest company — I do not recommend booking with them.
We booked a one-day safari to Mikumi from Zanzibar two months in advance for the 18th. On the evening of the 17th, when I contacted them to ask what we should bring, they casually informed us that they had moved our safari to the 19th due to weather changes and other guests being rescheduled. We were never informed beforehand and were simply told there was no availability left on our original date.
It was very difficult for us to move our plans to the 19th, so we requested a refund. First, they said we would only receive 25%. After I spoke with the manager, she assured me we would receive a full refund. Minutes later, we received another email saying management had decided on 40%. After that, the manager stopped responding entirely.
In the end, we were forced to go on the 19th despite the logistical difficulties. The safari itself was great — but only because the guide they hired was excellent. You can easily book with other companies that use great guides as well.
Poor communication, broken promises, and very unprofessional handling of refunds. Avoid this company.
65+ years of age | Experience level: 2-5 safaris
They misssold the 3 day Saadani Park trip.
Kisangara Tours sent us an itinerary with photos of 5 star accommodation with a pool and we were booked into 1 star accommodation with no pool, very limited food choice, the 4 wheel drive was not as per the itinerary and the safari guide was disinterested and unreliable.
NO
20-35 years of age | Experience level: first safari
Terrible customer service.
We believe we have been scammed by Kima Safaris. We had planned and booked a trip in the start of november 2025, but due to problems regarding the election in Tanzania, Steven told us to cancel the safari due to safety. He told assured us that all the money would be refunded, but to this day (23.02.26), nothing has been refunded. They still owe us 4600USD.
In the beginning he would answer my calls and messages, and told us that he would pay by the end of the month etc. but everytime the date he said he would pay us back was due, nothing was refunded. Now, he wont even pick up the phone and answer my calls or message me back, so we believe they have scammed us and would strongly reccomend everyone to stay AWAY from Kima Safaris Tanzania.
20-35 years of age | Experience level: first safari
My advice to you - don't book with Wiinroots Adventure
While I definitely recommend going on a safari, I encourage you to NOT book a safari through Wiinroots Adventures.
We booked our safari 2 months in advance & paid in full over 2 payments. 2 days before our safari Wiinroots reached out saying that their former employee had underquoted us by $2,000 USD & sent over an invoice requesting the additional funds. We responded saying that this was outside of our budget, but they once again requested that we top up the funds. When I spoke with Kenneth on the phone and requested a refund for everything since we were underquoted by so much, I was assured that everything was already paid for & setup except a hot air balloon ride. Because it seemed everything else was all ready to go, we decided to proceed.
Fast forward a few days into our safari, we are stuck at the gate outside the Ngorongoro Crater for 3 hours because our tour guide's boss reached out & said that Wiinroots still owed the company over $1,200. Once again, we were told everything was all set except the hot air balloon. We reached out to Wiinroots who responded to one of my messages and talked to my boyfriend & the tour company on the phone. He said he was about to wire over the money.... He never did. And stopped responding to all of us. This left my boyfriend and I with no other choice but to pay these funds out of pocket to be able to get into the Crater, pay the tour guide & finish the rest of our safari!
Once again, I definitely recommend going on a safari! We visited Maasai Mara National Reserve, the Serengeti & Ngorongoro Crater! HOWEVER, please do yourself a favor and DO NOT work with Wiinroots Adventures. I'm very disappointed by how they handled everything.