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Still no refund after 2 months – they broke every agreement
Kenya Tours And Safaris的点评
点评：Not a serious or reliable company, despite all the positive reviews. Two months later, they still haven’t refunded my USD 700 deposit.
In August 2026, I booked a 5-day Mount Kenya trek for two people with this agency. I asked several times for a written quote or document explaining the trip, but never received one. They simply told me the information was already in our messages. At their request, I paid a USD 700 deposit upfront through a payment link they sent me.
The day after receiving the payment, they told me they had “forgotten” to include the porters, the cook and one night, even though these had been clearly listed as included, and they raised the price by USD 100 per person. I decided to cancel and asked for my money back. They agreed in writing to refund me, asked for my bank details and said a bank transfer would take 5–7 days.
What followed was weeks of excuses and empty promises: “refund today”, “processed, will share confirmation shortly”, “before close of business”… I contacted them almost every day. Never any money, and never any proof of a transfer.
After more than three weeks of waiting, I posted a review about my experience. Their answer was that I had to choose between my money and my reviews. To settle the matter, we made an agreement: I would remove my reviews and they would send the refund within a few days. I removed all my reviews the same day. They never sent the money and stopped answering my calls.
They have not respected a single agreement we made. A formal demand letter has gone unanswered, and the case has now been reported to Kenya’s Tourism Regulatory Authority (TRA).
Very disappointing experience. If you take someone’s money, you should also be serious about returning it when you owe it. My advice: always ask for a written quote with the full price and the cancellation policy, and never pay a deposit upfront to this agency.
In August 2026, I booked a 5-day Mount Kenya trek for two people with this agency. I asked several times for a written quote or document explaining the trip, but never received one. They simply told me the information was already in our messages. At their request, I paid a USD 700 deposit upfront through a payment link they sent me.
The day after receiving the payment, they told me they had “forgotten” to include the porters, the cook and one night, even though these had been clearly listed as included, and they raised the price by USD 100 per person. I decided to cancel and asked for my money back. They agreed in writing to refund me, asked for my bank details and said a bank transfer would take 5–7 days.
What followed was weeks of excuses and empty promises: “refund today”, “processed, will share confirmation shortly”, “before close of business”… I contacted them almost every day. Never any money, and never any proof of a transfer.
After more than three weeks of waiting, I posted a review about my experience. Their answer was that I had to choose between my money and my reviews. To settle the matter, we made an agreement: I would remove my reviews and they would send the refund within a few days. I removed all my reviews the same day. They never sent the money and stopped answering my calls.
They have not respected a single agreement we made. A formal demand letter has gone unanswered, and the case has now been reported to Kenya’s Tourism Regulatory Authority (TRA).
Very disappointing experience. If you take someone’s money, you should also be serious about returning it when you owe it. My advice: always ask for a written quote with the full price and the cancellation policy, and never pay a deposit upfront to this agency.
翻译：尽管有诸多正面评价，但这绝非一家靠谱或值得信赖的公司。两个月过去了，他们仍未退还我支付的700美元定金。
2026年8月，我通过这家旅行社为两人预订了为期5天的肯尼亚山徒步旅行。我多次要求他们提供书面报价单或行程说明文件，但始终没有收到。他们只是声称相关信息早已记录在我们的聊天记录中。应其要求，我通过他们发来的支付链接预先支付了700美元的定金。在收到付款的第二天，他们告诉我，他们“忘记”把搬运工、厨师以及一晚的住宿费用算进去——尽管这些项目明明已明确列在服务内容中。于是他们将每人费用提高了100美元。我决定取消订单并要求退款。他们书面同意退款，索要了我的银行信息，并称转账需要5到7天时间。
然而接下来就是数周的借口与空口许诺：“今天就会退款”、“已处理完毕，很快会发送确认信息”。“在下班前”……我几乎每天都联系他们。但始终没有收到任何款项，也没有任何转账凭证。
等待了三个多星期后，我发布了关于自己经历的评价。他们的回复是：我必须在拿回钱款和保留评价之间做个选择。为解决问题，我们达成了协议：我删除所有评价，他们则在几天内退还款项。当天我就删除了所有评价。然而他们始终没有付款，还不再接听我的电话。他们连我们达成的哪怕一项协议都未曾遵守。我们发出的正式催款函也石沉大海，目前此事已上报给肯尼亚旅游监管局（TRA）。
这是一次极其令人失望的经历。既然收了别人的钱，就应当切实履行退款义务。我的建议是：务必要求该机构提供包含全部费用及取消政策在内的书面报价单，绝对不要预先支付任何定金。
2026年8月，我通过这家旅行社为两人预订了为期5天的肯尼亚山徒步旅行。我多次要求他们提供书面报价单或行程说明文件，但始终没有收到。他们只是声称相关信息早已记录在我们的聊天记录中。应其要求，我通过他们发来的支付链接预先支付了700美元的定金。在收到付款的第二天，他们告诉我，他们“忘记”把搬运工、厨师以及一晚的住宿费用算进去——尽管这些项目明明已明确列在服务内容中。于是他们将每人费用提高了100美元。我决定取消订单并要求退款。他们书面同意退款，索要了我的银行信息，并称转账需要5到7天时间。
然而接下来就是数周的借口与空口许诺：“今天就会退款”、“已处理完毕，很快会发送确认信息”。“在下班前”……我几乎每天都联系他们。但始终没有收到任何款项，也没有任何转账凭证。
等待了三个多星期后，我发布了关于自己经历的评价。他们的回复是：我必须在拿回钱款和保留评价之间做个选择。为解决问题，我们达成了协议：我删除所有评价，他们则在几天内退还款项。当天我就删除了所有评价。然而他们始终没有付款，还不再接听我的电话。他们连我们达成的哪怕一项协议都未曾遵守。我们发出的正式催款函也石沉大海，目前此事已上报给肯尼亚旅游监管局（TRA）。
这是一次极其令人失望的经历。既然收了别人的钱，就应当切实履行退款义务。我的建议是：务必要求该机构提供包含全部费用及取消政策在内的书面报价单，绝对不要预先支付任何定金。
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