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.
CN
20-35 years of age | Experience level: first safari
I would advise you don't choose them if you want to have a good experience
I had a horrible experience choosing this operator. Initially, during the reservation phase, they promised me a great experience and in reality, I had a terrible experience going with them.
Sketchy Org: First of all, they are not member of the TATO(Tanzania Association of Tour Operators), which I did not know about before I tried to register a formal complaint against this agency. It is recommended that tourists go with TATO members for safety against fraud, and other bad experiences. So please choose an operator which is a TATO member atleast to save yourself the trouble that I have faced.
Unprofessional Driver: The guide, Kim, was extremely unprofessional. He kept on making food related jokes when pointing towards animals and also constantly kept on making sexist remarks degrading females which was really disgusting. During long transfers between the borders and the roads, he started to play loud music which was pretty annoying. Even after asking him on many occasions to stop making his cheap jokes, he kept on making them throughout the entire safari which ruined the experience. Also, during the reservation phase, I had it confirmed that Matey will be our guide but when we arrived at the border, we were surprised to find that Matey had not come and instead Kim was there. This was a big red flag and beware of their stunts like this.
Low Quality Accommodations: I had some concerns initially with some of their accommodations based on google reviews and research but they assured the accommodations are top quality and nothing to be afraid of, but in reality they turned out reality bad. They offered us Tloma Lodge in Karatu for the stay after Ngorongoro crater and we were bitten by mosquitoes whole night in that lodge. The staff was really unprofessional.
Horrible Picnic Lunches: They also don't buy lunchboxes unlike other operators and save the money. The quality of lunches we had everyday were really horrible like cold pasta, fruits that were starting to rot already, cold potato fries, and 1 tiny piece of cold and soggy fried chicken per person. Please confirm with your operator in advance what lunches you will get if they offer you picnic lunch.
Fraudulent Breakdown: After the bad experience when we asked to show the breakdown of the costs, the numbers they sent were all over the places. First, we had paid for 6 days of safari car with unlimited mileage but they again added an extra charge for transfer which was within that 6 days. Also, they showed park charges which was almost 33% higher than actual park fees. Also they did not buy us AMREF insurance policies which they promised and charged us to include. The reservation specialist confirmed that operators get special prices for booking accommodations which are much lower than the ones available online or through direct booking with the hotels and camps. But in the breakdown their prices were all higher than the highest prices that you can find on the direct websites or booking platforms. When I asked to justify the areas of concerns in the breakdown, they just said they don't need to justify because I agreed to pay the amount initially. So please ask detailed breakdown in the beginning from all your operators before making the payments.
Overall they ruined my honeymoon experience so totally do not recommend them for anyone. They charged a lot because we wanted private tour and in return we were provided bad accommodations, horrible food, unprofessional driver, and no resolution or support when we raised the concerns. Please save your money and time and go with a more trustworthy operator.
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.
35-50 years of age | Experience level: first safari
Horrible Communication
We purchased a 2-person safari through a charity auction. In addition to our initial donation, we were later required to pay nearly $5,000 in airfare and about $3,500 in non-refundable fees (for example, “cross-country transfers”), which were not clearly disclosed up front.
Communication was extremely poor when trying to book dates and get information. Emails routinely went unanswered and phone messages were not returned for months, if ever. The lack of responsiveness made planning very stressful.
As our travel dates approached, we became increasingly concerned about traveling to Africa with a company that was this unreliable. We did further research and found that the photos on their Facebook page appeared questionable, with no clear evidence they were taken on actual Run Wild safaris.
Ultimately, we canceled the trip due to these concerns. Around the same time, we were contacted by another couple who had taken the safari, made it to Africa, but had such a stressful experience that they paid out of pocket to fly home the next day. They told us they were in the process of pursuing legal action against the company.
We certainly wish we had done our research first.
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.
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.
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.
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.
35-50 years of age | Experience level: first safari
Unprofessional
We paid $1,200 for a 3-day Masai Mara safari and had a very disappointing, and at times, unsafe experience.
The guide provided little actual guiding or group management. For most of the trip, the vehicle felt like a party bus rather than a professional safari.
More concerning were the safety issues:
• the guide drank beer before driving
• frequently used his phone while driving
• failed to manage disruptive behavior
• at the end of the trip, we were dropped off at a gas station on the side of the highway and told to take an Uber instead of being transported to our accommodation as arranged.
The company later acknowledged the problem and suspended the guide, but refused any refund or compensation.
This was a once-in-a-lifetime trip that fell far below professional standards. I would not book with them again.
20-35 years of age | Experience level: 2-5 safaris
Worst Experience Ever
I believe this ccompany could be fraudulent and running illegally with a revoked tourist license. Please I recommend do not book here under any circumstance I cannot express how much I regret doing so as at the time I had booked they had a valid tourism license that was revoked for using unlicensed guides/vehicles which is exactly what had happened to me. I did not receive the itinerary, vehicle, or driver I had paid for. I was told that my original driver and vehicle was in an accident the day before which I was initially very accommodating of but did not realize that the company had lost their license for this exact bait and switch. This company also runs under the name Thinkscene Services LTD which is how I learned about the revoked tourist license as naturally this was not disclosed to me. I personally did not receive the itinerary planned and initially the company offered me a refund of $250 which was not at all adequate for what I had paid. I had to fight tooth and nail for this refund for over 2 months and the company still shorted me $72 on this $250 due to 'wire transfer fees' and issues with accounting. 4 months later I'm still so mad about the complete disregard shown by Philip that I'm choosing now to write this review. Please do not book.