Very expensive for what you get. Pick uptime was changed by 2 hrs with less than 24 hrs notice. Had to ask for lunch. No one mentioned it. Water was offered once before hike and then never again. Driver saw us buying our own water but never offered to pay for it. On rode back driver stopped to get himself a coke, but never offered us one or the chance to buy our own. Made another stop to pick up his own produce. Excursion said it would be about 9,5 hours. Actually took around 12.5 hours. We’re supposed to see. 2 museiums. But didn’t see any. Very poor representation in Viator app. Not a good experience!! Talk with provider with no resolution 😢😢
Dear Diane, First of all, take time to check on our previous reviews; they are more than 30. We try our best to be professional and offer a unique service to our clients. We saw your complaints one hour before you arrived in Kigali. Our guest manager called you to meet and see how we could understand why you were not satisfied, but you refused to pick up our phone call and also did not respond to our WhatsApp text until now. We are reading the chat you had with our office on your way back from the canopy walkway adventure in Nyungwe National Park, and it is completely different from your review now. Our driver said, " You had a misunderstanding with your friend until you stopped him at Stafford coffee shop to buy beer; he stopped and allowed you to drink all along the trip (he was patient enough, otherwise beer is not allowed in the car, just to keep the trip safe). We shared with you guys the details about the trip so that you can be prepared for the adventure, logistics, and dressing (this is important information that we always share with our clients, one day before the activity day). Probably, you didn’t read the tour details properly; specifically, under (What's not included), everything is clear. Two days back, you were complaining that we didn’t give you lunch, yet we bought it for you guys, and we have payment receipts. Today, you are writing about the water, which we also offered, though you had your own bottles, saying you are okay with the water you brought from the hotel. Dear Diane, based on the nature of this tour, we always prefer to leave Kigali (pick-up location) at 5:00 AM to make the activity on time and return to Kigali. You wanted to have your lunch on your arrival to the Nyungwe forest, it was at 9:00 AM (you should have communicated, the coffee shop was already opened and the driver could make a single order and you get the food in 20 minutes, did you ask this?), we normally offer lunch to our clients on their way back from the activity, exactly at 12:00 pm, and this is what we did for you guys. Benoit told us you were friendly and made the trip user-friendly (he can't believe you can have such comments/review). Dear Diane, our office was proud to meet and serve you guys the canopy walkway adventure, and Benoit can confirm your satisfaction from your comparison you made, saying that you have been to Tanzania and Kenya and you did not enjoy it like you were in Rwanda. Dear Diane, on behalf of our office, we apologize for not offering more than what we gave you guys. We are human beings, and people have different expectations and satisfaction levels. We will be happy to meet and serve you again. Regards
