TR
Warning to others
We booked a safari with this company and paid the required amount in advance. After receiving our payment, they stopped responding to our calls and messages. We have made multiple attempts to contact them without success. As a result, we have filed an official complaint and legal proceedings have been initiated. Based on our experience, we strongly advise others to be extremely cautious before making any payments to this company. We will update this review as the investigation progresses.
35-50 years of age | Experience level: first safari
Do not book with this tour operator
I was really pleased with the communication and work by this company when I booked a luxury 4 night tour in a suite in Sabi Sands and paid my deposit 11 months in advance.
Up until I arrived at the accommodation- they had not booked the accommodation they sold me - instead of being in a suite with four solid walls, king size bed, bathroom with shower and bath plus indoor and outdoor seating area I was in a tent with not even enough space to pull my case between the bed and the tent walls.
For anyone this is completely unacceptable but As a lone female traveller dropped somewhere I was not expecting with absolutely no communication on the ‘mix up’ prior to arriving I personally feel this is even worse.
When I contacted them they said it was a mistake on their part and looking back I can pretty much narrow down the point where they changed my booking as I shared the accomodation link of where I was ‘booked’ with two friends just five days prior - but after I arrived they had changed the link and the name had changed.
Not only was the accommodation of a completely different set up than what I had booked but the original booking was fully all inclusive which it still stated on the booking link - whereas the place I stayed charged for all drinks including bottled water.
They offered to cover my bar bill - which they did, and also paid for two additional excursions and they said they would refund me the cost of my accommodation but still four weeks later I have received no refund and no comms - they ignore my messages.
The poor staff at the wrong resort (who were absolutely wonderful to me) had to deal with Cape Town tour’s fallout - I was crying for several hours not knowing what had happened, ruining a trip of a lifetime.
To make matters worse all of my safaris started and ended at the accommodation I had originally booked so I got to see how perfect it was. This also meant getting up an hour earlier every day to travel there and eating an hour later at night after returning.
If they had communicated the error before I arrived I would have been disappointed but would have accepted the error - the complete lack of communication on their error when they realised they had made it is totally unacceptable.
Based on my experience do not book with this tour company if you expect to stay in the egg accomodation you booked 11 months in advance.
CN
20-35 years of age | Experience level: first safari
Terrible Experience! Unreasonable Itinerary, Forced Seat Changes, and Refusal to Refund
Terrible Experience! Unreasonable Itinerary, Forced Seat Changes, and Refusal to Refund
My experience on this 8-day tour was extremely disappointing due to several major issues:
Unreasonable Itinerary & Hidden Costs: Many attractions require extra payments. For example, at Lake Naivasha, if you don't pay for the additional activities, there is absolutely nothing else to do but sit and wait. The time arrangement was completely wasted.
Forced Seat Changes & Cramped Space: Our group of 7 traveled in the same vehicle with a lot of luggage. We were originally seated in the front, but the agency suddenly added two new passengers who took our seats. We were forced to move to the back row, which was extremely cramped and uncomfortable.
Poor Customer Service & Refusal to Refund: Due to these terrible experiences, we requested to shorten the 8-day itinerary to 6 days and get a partial refund. After negotiating with the agency for half a day, they stubbornly refused to return any money.
Overall, it was a very frustrating trip. I strongly advise future travelers to be cautious when booking with this agency.
SE
Warning! Do not use Cheng Ngong Tours
From our experience, I suggest you do not book with Cheng Gong Tours!
28th of December 2025 my friend and I was going for a 6 days safari with Cheng gong tours. There had been a lot of problems prior to our departure with changing of prices to much higher prices all the time with different excuses. We finally agreed on the price and payed half through bank transfer and then we payed the rest in cash when the driver came to pick us.
The driver seemed to be intoxicated or high because he was driving fast and reckless.
This resulted in a CAR CRASH where we almost died. The car flipped on the side and slided several hundreds of meters before it stopped. I was severely injured and my friend was hurt too. There was no ambulance and no police that came to help but we had help from other safari companies to get out of the vehicle.
This is when the problems started for real.
The company CHENG GONG TOURS REFUSED TO PAY OUR MONEY BACK even though we almost died. They have been lying and betraying us since that very day and done all they can to NOT COMPENSATE us.
I believe Cheng Gong tours is the worst company in all off Kenya. If you want to stay alive then don't book
I am still suffering from my injuries after 5 months and I have tried to be nice and I have tried to threaten them but they don’t care. I’m in the process of hiring a lawyer now and also filing a police report for endangering my life, or even premeditated murder since they sent an intoxicated driver. They stole $3100 from us and left of on the side of the road with no help at all. A private person had to take us to the hospital and then we contacted SOS International and they sent flying doctors to pick me up and fly me and my friend to Nairobi. The accident was in Narok.
Update: people are asking why we went with an intoxicated driver and why you can’t see more injuries, so here is more detail for those that don’t believe me:
He seemed fine at the start of the journey and then we noticed that he was driving to fast and we asked him to slow down and take it easy. When we came to our first stop at Narok we went to a cafe and the driver went his own way. After that he seemed less okay and started to drive really recklessly and I think he might have been smoking weed or something by then since it was very obvious that he was really reckless and he was about to go off the road and hit a lot of women and children when my friend shouted out: what are you doing? That is when he snapped to it and turned the vehicle so hard to the right side of the road that he lost control and it flipped on the left side where I was sitting so I hit the ground really hard and got very injured (internally so you can’t see it on the pictures). I broke my elbow, got a sever head trauma and dislocated my hip so it will never be okay again and also hurt my shoulder. I have constant pain since the accident.
CA
35-50 years of age | Experience level: 2-5 safaris
NOT LUXURY!!
Very disappointed with our experience so far with Asanja Africa.
We booked what was marketed as a **luxury** safari and paid CAD $8,000 per person, shared accommodation!
The first half of our itinerary has been anything but luxury and has been a horrible experience.
The accommodations provided were extremely basic and run down 1-2 star hotels, the safari vehicle was dirty and run down, and throughout the days on safari, only small bottles of water were provided. No picnic is portrayed in their marketing content , only a small box you eat in the car with rice, packaged crackers and a juice box. No coffee, tea, pop or any champagne refreshments were provided and apparently not included with asanja bookings, no blankets, or any of the premium touches that most travelers would reasonably expect on a luxury safari! Only what you would expect at a very budget safari.. here's some water and a run down vehicle.
What was even more disappointing was the response from our booking representative / apparently the owner we later find out! -- Ajay. When we raised concerns about the quality of the accommodations, vehicle, and overall experience, we were repeatedly talked down to and told to 'just wait it out and deal with it for 4 days ( HALF the week itinerary) until we reached the Serengeti Asanja camps. Our concerns were largely dismissed with responses such as “thanks for the feedback” and suggestions that we simply enjoy the second half of the trip so it's fine.
The problem is that half of our itinerary has already been completed. We did not book and pay luxury-safari prices to spend the first half of our trip on what felt like a very basic budget safari experience!!
We feel the trip itinerary and their marketing content was very misrepresented, we feel completely ripped off of thousands of dollars for the first half of the safari, and we would strongly caution future traveller's to ask very detailed questions about accommodations, vehicles, meals, and exactly what “luxury” means before booking with this company, because it was most definitely not met at all, and especially for $8000 per person!
Based on our experience so far, we do not recommend Asanja Africa.
CA
20-35 years of age | Experience level: first safari
Terrible Experience: Vehicle Breakdown, incorrect quotes/itinerary, and Completely Blocked
We booked a private safari to the Masai Mara with this operator, and it was a deeply frustrating experience from start to finish. We feel entirely let down by their lack of professionalism and broken commitments.
Horrible Communication: Before the tour, getting basic pickup and driver info was an uphill battle. We had to text multiple times and were constantly ignored or given misleading timelines until we proactively followed up.
Ruined Safari Time: The jeep they provided was old and broke down in the middle of our trip. Despite paying for a private game drive, we were forced into a group safari on day one and then wasted a half-day waiting for repairs. After travelling that far all we wanted to do was maximize our time on safari but were unable to do so due to the old and broken jeep.
Unengaged Driver: Our driver was uncommunicative and silent about the wildlife, unlike other informative guides we have experienced.
Paid for Services Denied: Our official quote explicitly included a morning game drive on the final day. When the time came, they refused to honor it, casually dismissing it as a "quote error" even though it was exactly what we paid for.
Zero Accountability: They promised to discuss compensation once we returned to Nairobi. Instead, after a single phone call where they claimed they needed an "audit," they completely blocked our number to avoid resolving the issue.
We feel we did not receive the services we paid for and were completely ghosted when we asked for a resolution. Save yourself the headache and do not book with them.
65+ years of age | Experience level: first safari
Deflections and Deflated
To the Management of Spirit of Kenya
I am writing to express my profound disappointment and concern regarding the manner in which our cancellation and refund request has been handled.
This journey was not merely another vacation. For me, it was deeply personal. I was born in Kenya and had been looking forward to returning to my country of birth after an absence of nearly forty-five years. This safari represented far more than a travel itinerary—it was an emotional homecoming, an opportunity to reconnect with a place that shaped my earliest memories.
It is therefore particularly distressing that what should have been a meaningful and joyful experience has instead become a prolonged dispute characterized by delay, inconsistency, and a complete lack of transparency.
When circumstances beyond our control forced the cancellation of our group’s booking, valued at approximately $27,726, we expected a professional and good-faith discussion regarding the disposition of the funds. Instead, we encountered a series of shifting explanations, prolonged delays, and interpretations of contractual provisions that appeared to change depending upon the response being given.
At various stages:
• Responses were delayed through references to holiday closures and operational limitations.
• Responsibility was repeatedly shifted to third-party suppliers and hotels, despite our contractual relationship being with Spirit of Kenya.
• Contract language was reinterpreted in ways that were never apparent when the agreement was signed.
• Cancellation fee calculations were introduced that do not appear anywhere in the executed contract.
• Communications became increasingly sporadic, and substantive responses ceased when legitimate questions were raised.
As consumers, we do not object to reasonable contractual obligations. We do object to contractual provisions being redefined after the fact and to the apparent creation of financial penalties that were never disclosed or agreed to by either party.
The true measure of a travel company is not how it behaves when everything proceeds smoothly. It is how it treats its customers when unexpected events arise. Unfortunately, our experience has demonstrated a troubling lack of accountability, transparency, and customer stewardship.
As a result, we have been forced to pursue remedies through credit card disputes, regulatory complaints, and legal consultation—steps that no customer should have to take simply to obtain fair treatment.
What is most disappointing is that this dispute has overshadowed what should have been a celebration of Kenya itself. After nearly forty-five years away, I anticipated returning with excitement, gratitude, and pride. Instead, this experience has been dominated by frustration and distrust created not by the country, but by the conduct of the company entrusted with organizing the journey.
I urge Spirit of Kenya to reconsider its position and to resolve this matter in a manner consistent with both the letter and the spirit of fair dealing. Businesses that rely on trust, reputation, and international goodwill cannot afford to treat customers as adversaries when circumstances become difficult.
We remain hopeful that Spirit of Kenya will choose transparency, fairness, and integrity over continued resistance and delay.
Sincerely,
Dr. Rohit C. L. Sachdeva
65+ years of age | Experience level: first safari
50-65 years of age | Experience level: first safari
Prepaid for tours & when cancelled would NOT provide refund nor documentation to submit to insurance
Africa Safari Concerns
Wild Horizons Zimbabwe Upon arrival, Wild Horizons Zimbabwe had no record of our reservation, causing significant confusion at the border. The driver initially dropped us at the wrong location, requiring a return trip to the correct exchange point. As a result, we lost approximately 1 hour & missed our scheduled afternoon activity. We request a full refund for this portion of the trip.
Chundu Island Our stay at Chundu Island fell below expectations:
Limited and underwhelming activities.
Repeated confusion regarding prepayment for Victoria Falls activities, despite prior confirmation.
Significant ant infestation upon arrival, resulting in multiple bites (see photos) & ants on dining utensils.
Two encounters with a bat in our room.
Unreliable hot water, allowing effectively one shower per person per stay.
Frequent boat operational issues, including collisions and a broken steering line, leading to modified excursions.
CapeTown
Dinner cruise was cancelled; we requested a full refund.
Missed opportunity to hike Table Mountain despite favorable conditions. Our requests to arrange an alternative guide were denied, causing significant disappointment.
Insurance
We purchased travel insurance through Travel Insured Intl (Crum & Forster) for $1255. Ntaba did not provide the documentation needed to submit a claim for the 4 paid activities affected by cancellations & operational mishaps. Our travel advisor, Jodi Oechsle of Krafty Travel, never submitted the claim on our behalf. We request immediate provision of the necessary documentation and clarification on why the claim was not submitted. We acknowledge and appreciate that Ntaba provided a goodwill gesture of $500 in recognition of some of the issues experienced at Chundu Island. However, this goodwill gesture did not address the four paid activities that were missed due to cancellations or operational mishaps. We request a formal response addressing each concern, along with details regarding refunds & compensation.
65+ years of age | Experience level: over 5 safaris
ghosted us
we were booked for a gorilla trek and golden monkey trek. We had to cancel coming to Uganda and Rwanda. We emailed asking for a full refund, sent a couple of follow-ups- no response.
slimy organization