MY
20-35 years of age | Experience level: first safari
Overpromise, underdeliver...
I recently completed a safari with Serengeti Landmark and unfortunately, my experience did not meet expectations.
We booked the trip 4–5 months in advance after being advised by Raymond (the manager) that accommodation, particularly luxury tents, tends to fill up during peak season. However, on the night we arrived in Serengeti National Park, we were unexpectedly taken to a basic bush campsite rather than the tented camp listed in our itinerary. Only after raising the issue was it clarified that we were meant to stay at Engrigerata Camp. This seemed to come as a surprise to our guide, who appeared visibly frustrated and upset by the situation. We were asked to "wait" without much communication, and were eventually told to get back into the vehicle and driven to the correct site. Although we did end up at the right camp, the experience left us feeling confused and unsettled.
There were also delays entering Serengeti National Park. On the first day, we waited for about an hour outside the park gate because the entry payment hadn’t been processed. The following day, we faced another delay due to an additional concession fee for the camp that also needed to be settled on the spot.
We also noticed recurring inconsistencies in timing. On multiple occasions, the guide would mention a 20-minute break, only to return after nearly an hour. While sometimes said in jest (“African time”), this created planning issues and added to our overall frustration.
Our itinerary included an Arusha city tour on the first day, but this appeared to be forgotten until I reminded Raymond. The tour was eventually arranged, but toward the end, we felt pressured to purchase artwork from the guide, who declined a tip and instead insisted on us buying a painting worth around $20. Later that evening, Raymond joined us for dinner at his own suggestion, mentioning it was his birthday. We wouldn’t normally mind, but in hindsight—given the service issues and delays—it felt a bit awkward when he added his takeaway pizza to our bill.
There were also a few other inconsistencies between what was communicated beforehand and what was delivered, though too many to list in detail here.
In summary, while Raymond was responsive and professional in the planning stages—which initially gave us confidence—the execution of the trip fell short. A safari in Tanzania is a significant financial and emotional investment for many travelers, often a once-in-a-lifetime experience. I believe more attention to detail and clearer communication would have made a big difference.
IN
20-35 years of age | Experience level: 2-5 safaris
Pre tour service is good but I didnt feel the same during the tour
Hello,
I would like to start by saying that the people sitting in HO are providing good and accurate services.
Costing seems good too.
My major disheartening was service provided during the tour.
I feel the guides assigned to me were not so keen to make my experience memorable.
I did two national parks- Masai Mara and Amboseli.
During Masai Maara, I felt my guide was not giving us adequate information. His driving skills were amazing but he would not follow where mass people were going, I felt he wanted to look for animals on his own and the result was our spotting was less compared to other people in the park on the same days.
Coming to Amboseli, our guide was informative, but I had a feeling he gave us less of a safari time and rushing to the drop point than what was planned and charged to us by giving some excuse of a protest at the border. (Which we confirmed to be false, later on reaching the border)
While tipping is encouraged I didn’t feel the guides were good enough for the same. We did still tip one of the guide.
So I suggest please be very clear while planning itself and convey beforehand that itinerary to be followed.
Lastly , even after all of this I would still say Masai Maara is definitely a place to visit. Thank you
I have purposely refrained from using any names here.
MY
20-35 years of age | Experience level: first safari
Horrible Time Management
Throughout my journey, I have encountered horrible time management - punctuality issue. Day 1, I waited at the hotel at the assigned time but the driver came an hour later. After that, every day I got ready at the assemble time but it is usually half an hour later to be picked up. The worst is my last day, also waited for another hour when I was told to get ready at early morning. And I had to wait outdoor for the whole hour.
The safari experience was overall good and acceptable, but try imagining every morning you were on time, but you wasted 30 mins to an hour for waiting to be picked up, and which actually you could have sleep more with the time waiting, will you still feel good and give an excellent review?
It might be other passengers who cause the delay, but as of my knowledge, it’s not the case all the time. The driver himself made inaccurate predictions of time, and I don’t think that the distance between hotels are unpredictable if the driver is experienced or responsible.
I once even thought that Kenyan culture is being unpunctual by delaying every appointment at 30mins, but after I asked other tourists, they were picked up at the assemble time on time. Then I know that it’s not the culture, it’s the person.
Kindly take note on this. The safari is good, but this issue devalue the overall experience.
CN
20-35 years of age | Experience level: first safari
Nature is perfect, the guide ruined it
Avoid at all costs guide Francis! Not a single honest word comes out of his mouth, and his service attitude depends entirely on tips! On the first day at Masai Mara when we were still excited, we gave $10 for a half-day tour (total $60 for 6 people). Starting from the second day, he forced us to pay $10 per person daily, even threatening that he'd "doze off while driving" if tipped less. Even on non-safari days—like the 5-hour pure transfer from Masai Mara to Nakuru—he demanded $10 per person! During transfers between safari destinations, he deliberately parks tourists at souvenir shops. Though not forcing purchases, you'll just sit and wait if you don't shop. If unfortunately assigned Francis as your guide, remember: always pay tips all together at the very end.
HK
50-65 years of age | Experience level: first safari
Don't believe all the positive comments in the agency's page. It won't show negative comments!
I participated in a 6-day safari tour in June, being the first group to join the tour. I reached an agreement with Emanuel, the owner of the company. However, upon my arrival, Emanuel informed me that all plans from Day 2 to Day 6 had been altered to accommodate the group tour. Since we were the first to join, the agency should have coordinated the second party to fit into our original schedule, not the other way around. Emanuel claimed that it made no difference, but how could that be true?
The first issue was that we had to depart at 6 a.m. on the second day, following over 13 hours of travel the previous day. According to Emanuel, our original departure time was scheduled for 9:30 a.m., based on the initial itinerary. The second issue was that we had to make a return trip to Ngorongoro and visit the area twice, which was unnecessary according to our original plans.
Emanuel's claim that we were not the first party to join the tour is untruthful. If we had not been the first, it would be even more dishonest to accept our original itinerary, knowing full well that it was not feasible.
Emanuel is solely a businessman with no regard for customer satisfaction; his focus is only on money. He shows no respect for the agreement we made. I have traveled to more than 20 countries, and regardless of whether it's a group tour or a private tour, my schedule has never been changed at the last minute without my consent. I do not recommend this agency for group tours unless you are prepared for your itinerary to be altered at any time without notice. And, of course, he will tell you that it makes no difference!
NL
20-35 years of age | Experience level: first safari
High expectations for a high price, outcome was disappointing
We booked a two-day private safari for Tarangire & Ngorongoro Crater. The first day Tarangire was fine, everything was well arranged and the lodge we stayed in for one night was beautiful.
However, the second day at Ngorongoro Crater was totally different than expected. When we arrived at the gate of the Crater, our guide had trouble entering the Crater…. there was a ‘technical issue’. At the same time, others had no trouble at all entering the Crater.
Eventually we waited up to 3 hours!! During this time, we were not held up to date or what so ever.
After 3 hours, we could finally enter the Crater, but because of this, there was not much time left. We visited the Crater on a very short notice and in a rush. Not what we had expected and paid for.
Eventually I had contact with the Guest relations Tour operator manager, who offered us a refund of $100…. which is not comparable to the time we have lost and the amount we have paid for the trip.
We are very disappointed…
CN
35-50 years of age | Experience level: 2-5 safaris
Jamlan's trip arrangement is disappointing
Last Oct, we booked two trips from two trip operators in Kenya. One 8 - day trip from Nairobi to Amboseli, Tsavo and Diani, which turns out to be perfect; the other from Nairobi to Nakuru to Masai Mara operated by Jamlan Holiday, which is quite disappointing.
We soon found all the hotels Jamlan booked for us are outside the park upon the start of the trip (in most cases, the hotels and lodges outside the park are cheaper than those located inside the parks). That truly cost our much time on the way and largely reduce our time inside the park. For example, when reaching Nakuru, we had to go through traffic jams of a city besides Nakuru to eventually arrive at the hotel inside the city. I then asked Jamlan to make adjustments but was refused with nice excuses like their operation cost is too high.
It seems they don't understand tourists can calculate the average price per day and compare it with that of other trips. Also they don't understand we can talk with other tourists to make comparisons.
So, I strongly suggest all guests planning to book the trips operated by Jamlan Holiday to check the locations and prices of the hotels, as that is an important part to decide the quality of your trip.
US
35-50 years of age | Experience level: first safari
Beyond Disappointed – Not Worth the Cost or the Hype
I booked with this company specifically because they advertised lodge accommodations over camping. Unfortunately, the lodge experience was extremely underwhelming. There was no hot water, the power went out twice, and the pool was in such poor condition that getting in wasn’t even an option. While the staff were kind and welcoming, the overall experience failed to meet even the most basic expectations.
The game drives were cut short and felt rushed. On two of the three days, our guides were clearly on tight schedules—once to drop another guest off at the airport, and again the next day because the group had arrived at camp early and had to leave within 24 hours. This completely undermined the feeling of a relaxed, immersive safari. We were also moved from vehicle to vehicle, creating a sense of disorganization and inconsistency that disrupted the trip.
Although the food was decent and the guides themselves were friendly, the execution left much to be desired. Several advertised services were either missing or not up to par, and what I paid simply didn’t match what I received. The trip cost $700, and yet it felt like a cut-rate experience. I specifically asked questions before booking and was given clear, confident answers—which is the only reason I felt comfortable moving forward. Sadly, those promises were not kept.
I was intentionally trying to support a newer company, but in hindsight, I should have gone with a more experienced operator. I feel that, at a minimum, the company owes me $200 back for the misleading service. I’m now considering what steps I can take to recover part of my payment, as I am beyond disappointed with how things turned out.
If you're considering a safari and want value for your money, I would strongly advise booking with a more established, transparent company. This was supposed to be a once-in-a-lifetime experience, and instead, it left me frustrated and let down.
NL
50-65 years of age | Experience level: 2-5 safaris
It started good but ended poor
Lack of communication is the key word for this company. I tried to get in touch with them many times but nobody responded. Their website disappeared and they stopped offering tours here. Nothing was arranged until I started pushing. After expressing my concerns about all this they put me in touch with their director. I asked for a refund of my deposit on which he replied that it was not possible but a credit note for another safari with them certainly was. If that is what I want after the poor communication.
DE
20-35 years of age | Experience level: over 5 safaris
Unreliable
We had booked and paid for a five-day safari, including two nights in the Serengeti. However, we only stayed in the Serengeti for the first of the booked nights. We had to spend the following night in heavy rain, in a musty-smelling camping tent, with damp bedding, at the Ngorongoro Crater. The agency had confirmed in writing in advance that we would only be sleeping in houses and not in tents, so we didn't have any camping equipment with us. We're definitely not sensitive, but this is unacceptable! Our complaints were dismissed by the agency with excuses, and we felt they didn't take us seriously. Furthermore, our safari guide was not customer-friendly and showed little interest in us. Fortunately, on the last day, we were assigned a different safari guide, who was very good. This was a coincidence, however, as the original guide had to return to the city on short notice. As compensation, we were only offered a trip to a waterfall in the Arusha/Moshi region after the safari, which we found completely inadequate and therefore declined. One star is awarded for the excellent food on the safaris and for the guide on the last day of the safari. Another for the houses where we stayed. The parks and the wildlife are wonderful, but the aforementioned circumstances unfortunately spoiled the tour for us.
(automatic translation from German)