Official complainment letter We booked Tanzania safari from this company (Kenya safari bookings) from September 22th to 25th. Basically, we are not very satisfied for the whole itinerary and for agent Stephen:
Firstly, we booked the trip from a driver, we have a deal to book 4-days trip and the deal price is like this: usd 200 for transfer from Isebania boarder in total because the driver comes a day earlier ;usd 233 for Serengeti per person per day(3 days in Serengeti); usd 233 for an overnight in ngorongoro crater per person.So the price for one person is (200+ 233*3*2+233*2)/2= 1033. And the driver said we could get a discount :1020 per person . As the deal said, we paid half of the total price :1020 and promise when the safari begin, we would pay the other half.
The problems is ,the out- of -nowhere agent had never contacted with us until the morning we started our trip. We have not received any official contract before we start journey to confirm the detailed arrangements .Everything was not clear at first and he directly asked us for 1046 dollars, and he said the discount which the driver gave us didn’t count. Besides, when we said we need to talk to the driver first, he got grumpy and would not us start our trip unless we pay the 1046 dollars, so we paid.
Second,In the first day, our driver picked us from isebania boarder at 11am, and we arrived mugumu at 2:30 pm. Then we were told there would not be any safari for the first day ,despite the fact it would only take 1 hour to Serengeti . We have paid 233 per person per day and the whole afternoon was wasted!Is it because the agent want to save the money for entry fees and parking fees for the first day? We need an explanation . The same things also happened in the final day, no safari , just took 2hours and half from fanaka lodge to Arusha and that’s all.
Thirdly, our driver were told by agent Stephen that we need to pay an extra 295 dollars for the ngorongoro crater before we went into Serengeti , we got shocked cause the original deal included the crater. When we showed the proof of the deal between us and the driver, Stephen was kind of angry and denied the deal. So again, we paid extra 295 dollars as he said.(later we talked to him several times and he finally refund us 26 dollars for discount and let us and the driver share 295, but his attitude got worse)
Last but not least, agent Stephen always avoid us when there’s a problem arose , he told us to let the driver solve the problem and told the driver to let us take the responsibility, so he could step back and take no responsibility every time ! I have never met a agent like this to let their client to solve everything and provided no help. When we arrived at the the shuhudia camp in Serengeti, we found our tent is different from other’s . So we wanted to talk to the manager if we can change to another tents or at least an explanation.But the manager were very rude to us and strongly suggested we should go to another hotel, which means he repelled us to leave. It’s like a racial discrimination since all the other clients are white people only we are Chinese. Our driver connected with Stephen, guess what he said? He would not provide any help to us and he insisted we should pay for the shuhudia hotel even we got repelled to leave and did not live there at all!
Moreover, we finally found he even made the relationship between our driver and us worse by saying bad things , which cause misunderstanding between us and our drivers.
We are sensible people and got well educated, we always say positive things on comment. But this time, we have no reason to be positive since our holiday have been ruined by the arrangement and by Stephen.
Based on these facts,we have no choice but to file a seriously complaint, and we need an official apology plus 233 dollars refund from Stephen or your company.
The evidence is showing below:
