We booked a 6-day safari, expecting an experience that matched the price. However, we encountered numerous problems during the trip. The most disappointing aspect was the actual time spent in Masai Mara. Although it is the main attraction of the itinerary, we only enjoyed one full day and about two additional hours inside the reserve. We believe that is very little for a safari of this cost. The organization was poor from the beginning. We were mixed with travelers who had different packages and itineraries than ours, which caused delays and wasted safari time. On one occasion, we had to wait because the company had not properly managed the payment for the park entrance fees. The driver also did not meet expectations. During the game drives, he seemed more interested in finishing the route than in maximizing the clients' experience. He even refused to stop to observe a group of lionesses because, according to him, they were "asleep." The accommodations were much more basic than we expected for the price paid. In the Masai Mara accommodation, there was no continuous electricity or hot water. Furthermore, bottled water was not included even though the itinerary stated that it would be. The most serious incident occurred on the last day. Early in the morning, we were rushed through the visits to Nakuru and Naivasha to adjust our schedule to accommodate other clients traveling to Amboseli. Later, around one in the afternoon, we were dropped off in a taxi in Naivasha because the safari vehicle had to transport those other travelers. This not only represented a unilateral modification of the itinerary and a reduction of the time we had contracted, but it also left us completely alone in Naivasha (without a guide, without travel companions) in a rather mediocre hotel all day without being able to leave since it was in the middle of nowhere surrounded by rubble. In summary, the management of this operator was far below expectations. For the price paid, we expected a much better organized experience and greater respect for the contracted itinerary and for our own safety. I would not book this safari with this company again.
Thank you for taking the time to share your detailed feedback. We are genuinely sorry to hear that your experience did not meet your expectations and we sincerely regret the frustrations you encountered during your safari. We take all guest concerns very seriously, especially regarding itinerary execution, communication, comfort and safety. Your comments regarding time allocation in Masai Mara, coordination between different travel groups, lodge facilities and on road experience have been noted in detail and will be reviewed with our operations and guiding teams. We also regret the inconvenience caused by delays, changes in arrangements and the situation in Naivasha. This is not the level of service we strive to provide, and we fully understand how disappointing this must have been, especially on a trip that you had carefully planned and invested in. Regarding Naivasha, we would also like to clarify that the Hell’s Gate and cycling activities are typically conducted using a smaller excursion vehicle, as not all members of the group participate in the cycling safari. This allows flexibility for guests with different activity preferences while ensuring the experience runs smoothly for everyone involved. At the same time, we would like to clarify that in group departures, certain logistical adjustments can sometimes occur due to shared routing and park regulations. However, this should never come at the expense of guest comfort, clarity or the quality of experience, and we are actively working on improving coordination to prevent situations like this in the future. Your feedback is extremely valuable in helping us identify where we must improve and ensuring better alignment of guest expectations across shared departures. We truly regret that your experience fell short, and we sincerely appreciate you bringing these concerns to our attention. Your feedback is very important to us and will help us improve our services moving forward. We would also be glad to welcome you again in the future on another safari, where we would do our very best to provide you with a much smoother, more enjoyable and truly memorable experience in Kenya. Regards, Lesley
