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: 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
35-50 years of age | Experience level: 2-5 safaris
Bored, entitled staff members, lack of transparency and shorter tour than I was led to believe
Very dishonest company - I paid for a 2 day, 1 night tour and my tour took less than 24 hours!! Before paying I wanted them to confirm in writing my pick up time and drop off time and they purposefully avoided answering the question. Now I know why!
ES
35-50 years of age | Experience level: first safari
Terrible organization and management by Abongo, though Peter the guide saved the experience
I booked the "Nairobi: 4-Day Maasai Mara and Lake Naivasha Safari" through GetYourGuide, operated by Silver Spark Africa Safari, and the company's management (especially the boss, Abongo) was absolutely dreadful. I do not recommend them at all.
The issues started the day before the trip:
Last-minute changes: We were informed that they had to change our hotel because it was fully booked, and that the Spanish-speaking guide we requested couldn't make it due to being in "quarantine."
Extreme lateness and unprofessionalism: We were told to be ready at 6:00 AM at our hotel in Nairobi. The boss, Abongo, showed up at 8:00 AM (two hours late) because he had overslept, and he smelled strongly of alcohol. After dropping off the vehicle, he left and did not join us for the safari. Furthermore, the van he provided was incredibly old; it’s a miracle it even survived the trip.
Failure to pay entry fees: Upon arriving at the Maasai Mara gate, we were denied entry because the company had not paid the fees. Abongo sent me a WhatsApp message demanding that I advance $400 USD, claiming GetYourGuide hadn't paid them yet. After a heated argument where I flatly refused to pay, and after waiting for 2 hours, our guide managed to get them to let us in just to eat, under the condition that the payment would be processed later.
Held hostage at the hotel: After Maasai Mara, we headed to Lake Naivasha. The next day during check-out, the exact same issue happened again: we were forced to wait and couldn't leave the hotel because the company had failed to pay for our stay.
The only saving grace:
Our driver and guide, Peter, is a 5-star professional. He was amazing, always available, and constantly trying to minimize and resolve the endless problems caused by his boss, Abongo. The safari itself is wonderful because of the nature, but Silver Spark Africa Safari's management is a complete scam. They put you through incredibly stressful situations while the owner pockets the money and fails to pay vendors on time. Avoid this company at all costs!
DE
20-35 years of age | Experience level: first safari
Non-licensed tour operator holding back deposit after cancellation
This is your sign to ALWAYS properly check the organisation you choose for your trip to Uganda and go to https://utb.go.ug/licensed-tour-companies/ to type in the company’s name in the Uganda Tourism Board’s search register.
We found "All Budget Gorilla Safaris" online via Google and had a very great start with them - presuming they are a „fully registered“ tour operator in Uganda as stated on their website.
They were helpful, responded very fast and helped us create our dream route. After proposing us to send the full payment in advance for taxation reasons we became a little startled for the first time. But we could agree on half of the price so we sent a deposit of 3000 USD for our planned trip. After receiving the deposit, the conversation turned more quiet and they were not able to provide us with any proof of secured permits for the gorilla trekking. We were very patient at first but became suspicious after a while.
When doing extensive research online we found out that this company is not a licensed tour company in Uganda (please always check here: https://utb.go.ug/licensed-tour-companies/). To make sure this was correct and not simply a mistake, we had personal contact with the Uganda Tourism Board (UTB). Unfortunately, they confirmed that this company is not licensed. Additionally, the Association of Uganda Tour Operators (AUTO) also confirmed that "All Budget Gorilla Safaris" is in fact not a part of their organisation despite stating so on their website.
Sadly enough we then found an article in which "All Budget Gorilla Safaris" is listed as a suspended tour company because of fraudulent practices (check here: https://www.ugstandard.com/uganda-tourism-board-suspends-18-tour-operators/).
After finding all this information we decided to cancel our trip due to the concerning trust issue that they made us believe they are a solid tour operator but have no license at all and could not provide any proof of secured permits. We cancelled our trip on April 7, 2026 and are still waiting for our money. They assured a full payback but as of today (June 5th, 2026) we still have not seen any of it.
As long as this review is online and you are reading this, we are still missing out on 3000 USD - and even worse a trip to see the beautiful mountain gorillas! So please, be advised to always check through the provided link whether a company is licensed by the UTB or not and do not send any money to unlicensed companies. We had to learn the hard way and hope that this review will save you from experiencing the same.
CN
35-50 years of age | Experience level: first safari
A Vehicle Accident and What Followed
Our safari with African Big Cat Safaris in May 2026 was unfortunately marked by a serious vehicle accident, and I believe future travellers should be aware of both the incident itself and the company's response afterwards.
During our safari in the Serengeti, the vehicle left the road and came to rest on its side. Official incident reports and a traffic citation were issued following the accident.
Several members of our group sustained injuries. I was seated in the rear row of the vehicle and, after returning to China, CT imaging confirmed fractures of the L1-L3 lumbar transverse processes resulting from the accident. Another member of our group was diagnosed locally with a mild concussion.
Local medical assistance was arranged after the incident, and based on the medical assessments available at the time, no serious bone injury was identified. However, both the concussed passenger and I were unable to participate in safari activities the following day and remained at camp while the rest of the group continued the itinerary.
To be fair, the company covered local medical expenses incurred in Tanzania and provided the accident documentation when requested.
My concern relates less to the accident itself and more to the level of care and support shown afterwards.
After returning home, medical examinations confirmed injuries that had not been identified locally. We submitted the relevant medical evidence and attempted to resolve the remaining accident-related costs through direct and respectful communication.
We also limited our request and did not pursue compensation for missed safari activities, damaged personal property, loss of income, rehabilitation costs, or other indirect losses. Instead, we requested a modest contribution toward a small portion of the accident-related expenses that remained uncovered by our travel insurance.
The company ultimately declined any form of goodwill support beyond the medical expenses already covered in Tanzania and informed us that its position was final. More importantly, at no stage did we feel there was meaningful acknowledgement of the impact this accident had on the injured members of the group.
Safari travel inherently carries risk, and I understand that accidents can happen even with experienced operators. For me, the most important measure of a company is not whether an accident occurs, but how it responds when guests are injured.
I encourage prospective travellers to ask detailed questions about vehicle safety procedures, seatbelt policies, emergency response arrangements, accident reporting processes, and post-incident support before booking.
This review reflects my personal experience and is supported by official incident records, medical documentation, and correspondence with the company.
AE
20-35 years of age | Experience level: 2-5 safaris
Disappointed
The only good thing was Brian, our guide. He did what he could to get us to see some animals.
This company is so disorganized. I bought the package without giraffe centre and they almost took me there twice. I had to reach out to get details of the driver, which was shared late night, only a few hours before the pickup, I had to stay awake to get the details.
It’s not 6 hours as promised. We had barely 4 hours at the national park. You pay a super expensive fee for the park to be there for just a bit. And there’s no clear explanation of that. The title is super misleading.
Plus, is a mini van and is hard to see anything from it. When I tried to switch cars, they just ignored me.
I had such a beautiful experience in Nairobi, and this was the only really frustrating part.
PL
20-35 years of age | Experience level: 2-5 safaris
NIGHTMARE, avoid at any cost!! Most stresfull trip ever
Unfortunately, everything written in the previous negative reviews turned out to be true. I was aware of this, but decided to take the risk due to the numerous other positive reviews and the low price of the services offered by Gashaw.
From the beginning, my plan included 3 days in Omo, 4 days in Simien Mountains and 3 days in Danakil. I requested to skip sightseeing in Addis/other cities because I was primarily interested in nature, so I requested to avoid the cities on the route. I was supposed to go to Omo on the very first day just couple of hours after my arrival.
After landing in Addis, it turned out my plan had been turned upside down. I began my sightseeing with a half-day city tour and a full day in the capital, something I hadn't planned. Despite everything, the day was pleasant, but the attractions were planned only for half a day. Then, instead of Omo, I was informed I will be flying to Semera (Danakil) the next day. The next day, upon my arrival to Semera it turned out that the Danakil tours hadn't been running for several days. Gashaw had several tourists stuck in the hotel waiting for a tour. Day after day, he promised them "we'll go tomorrow," but there was always either no fuel, a road problem, or not enough tourists to coplete the group. It turned out that we wouldn't be going to Danakil that day nor the next (despite Gashaw's numerous promises), and that I would be spending the next two days in the hotel doing absolutely nothing (there is literally nothing to do in Semera). Why did he even changed my plan and sent me to Semera first if he knew there was a problem for several days already??!!
I found couple of other local tour operators that had available tours and asked Gashaw to pay another tour operator to go with me, since he couldn't take me himself. Gashaw asked me to send him the phone numbers of other tour operators and that he will arrange the tour for me. Gashaw called every single tour operator I gave him, calling them scammers and liars, telling them they were ruining his business and trying to steal his tourists. At that point many tour operators advised me to report Gashaw to tourist police as he was well known scammer for them. He simply refused to organize anything for me or pay anyone else claiming everyeone else are scammers and i can not go with anyone esle. Later, Gashaw told me that if I wasn't happy with it, I should organize everything myself and he wouldn't do anything else for me (even though I'd paid him the full amount already). He left me ALONE and stopped answering my calls. It was incredibly stressful in a foreign country!! A nightmare, I felt so hopless because a person I paid 2100 usd for whole the tour just ignores me and tells to organise on my own and he is tired of me. Gashaw generally stops answering the phone everytime there's a problem and just ignores you. By evening, he agreed that I could go with another agency to Danakil, and he'd pay them a maximum of $300. If it was more expensive, I'd have to cover the difference. I agreed and found an agency that had a trip the next day for $280. Gashaw started to bargain with me, saying he could pay $230 and I would pay $50. I asked why, since he'd previously agreed to $300. He stopped answering my calls again and avoided me. A nightmare again. He also scammed some French guy who I met at hotel- the guy was waiting 3 days to get the Danakil tour, eventually quited and asked Gashaw to return his money and buy him return flight- Gashaw assured him that he will and asked him to go to the airport, then stopped answer the calls and blocked the guy...
Next days, it turned out he booked me a flight to Gondar (Simien ) for "Ethiopian Nationals," which was detected at the airport, and I had to pay an extra $70, which he never refunded me, despite many promises. When I was in Gondar, it turned out Gashaw hadn't even checked the flight schedule to Jinka (Omo) and didnt book flight for me. I was supposed to go there May 16-18, but I discovered there were no flights to Jinka on May 16 nor 18, and I was already leaving Ethiopia on May 19. I called Gashaw to see how he planned to resolve the situation, as he was the one to change the plan and its order and didnt even check the flights. He then informed me that I wouldn't be flying to Omo, that he wasn't organizing anything further for me, and that if I didn't like anything, he could cancel the Simien Mountains trip. A NIGHTMARE AND STRESS!! I have never been so stressed out while traveling in my life! He stopped answering calls and responding to messages again. Ultimately, instead of being in Simien for 4 days, I only stayed 1.5 days to return earlier and fly to Omo, where I also stayed 1 day shorter than planned. In the end, when in Omo I asked him 1000x times to book my return flight, as I had an international flight coming the next day. Of course, I checked the day before departure and found that the flights were already sold out, and Gashaw had forgotten to book my return flight again. If it weren't for my intervention and the STRESS AND NERVES again, there's a chance I would have missed my international flight and never returned home. A LOT OF STRESS, NOT WORTH IT!!!
TLDR: Gashaw doesn't check flights or schedules, books everything blindly and without thinking it through. And when your plans fall apart, he tells you that if you're unhappy, make your own arrangements and he won't be doing anything more for you. He stops answering his phone and responding to messages. I've honestly never been so stressed in my life while traveling, wondering every day what was going to happen today. It's a nightmare.
If anyone of you is wondering about going with Gashaw PLEASE DON'T. For your own good. If you have any hesitancies please contact me by email [email protected] and I will be glad to share you more info, screenshots etc. about this scammer. Just don't ruin your vacations and health.
Worst safari I had.
Worst safari ever. Lost my time.the car was bad and destroyed. I hope the director change what is needed.
DE
35-50 years of age | Experience level: first safari
Unreliable
I booked a one-day safari tour for 25 October, but unfortunately had to cancel it because my wife became pregnant. I had to chase them for months to get my refund. Only after I threatened several times to take legal action was part of the amount refunded – and even then, via Western Union, which incurred additional fees. The rest has still not been refunded to this day! The provider claims it’s down to taxes and so on! What am I supposed to be paying tax on if I never actually used the service? I would never book with this provider again. It was quite a headache trying to communicate with them.