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Adventurer75****
Fantastic safari, but questionable customer service when problems arose
Unlimited Expeditions - The Soul Of Tanzania的点评
点评：I arranged an 11 day 10 night Safari in Kenya and Tanzania, advertised as The Spirit and Soul of Africa. I also added a first night and last night in Nairobi. First the good, our guides. We had 3 guides for the Safari and they all were great. We started with Joseph for Lake Nakuru and Maasai Mara. He was interesting and knowledgeable and was able to get us up close to all the big animals. I also suspect he helped resolve our hotel problem but i will get to that in the end.
Joseph handed us off to Albert in Tanzania. Albert was AMAZING! The dude had the eyes of an eagle. He drove us through the Serengeti, Ngorongoro and Lake Manyara parks. He too was great in finding the animals and getting the best views.
Albert passed us off to Kennedy to finish our Safari in Kenya. Kennedy took us to Amboseli and did a fine job.
The accommodations during the trip were fine with some being much better than others. Lions Paw in Ngorongoro was the best with everything included. We arrived to see 3 elephants at the property.
We had an issue with the Olkarien Eco Safari camp in the Serengeti. Although it’s a new building, the sliding doors in the bathroom did not seel well. When leaving the lights on after taking a shower, the room as invaded by hundreds of beetles/insects who easily passed through the gap between the sliding doors. Spent an hour with the staff sweeping the bugs out the room and stuffing towels in between the bathroom sliding doors. I do want to say the staff at this hotel were great and we did like the property.
All the meals we had on this journey were good. Lots of huge buffets with great options. The deserts were mostly disappointing but we ate too much of everything else. The lunches our guides packed were fine and they included wine and instant coffee.
So heres our negative experience with the trip. After being picked up at Nairobi airport, we were brought to the 4 Points by Sheraton to spend the night before the safari began. They did not have our reservation! If we wanted to stay, i had to pay out of pocket. As we just spent the past 20 plus hours traveling, i paid the charge and reached out to Jose our trip coordinator. Jose took zero responsibility and blamed the issue on the property saying they must have lost our reservation and payment. He said they would work with the property to give me a refund. The next morning, i spoke to the manager at the property. He assured me their reservation system dies not lose reservations, especially prepaid ones and he said the Spirit of Tanzania would have to give me the refund. While there, I questioned him about my reservation there for the last night of our trip as we would be spending another night in Nairobi before flying home in 11 days. The Four Points told me they did not have a reservation for me but offered to make one for me. I declined and said I’m expecting Soul of Tanzania to make and pay for these reservations as I already paid them in full for this trip. Immediately after this conversation i reached out again to Jose our trip coordinator. I told him i learned we didn’t have a reservation for the last night at the Four Points. I also told him i was extremely concerned at this point as we were about to travel to another property and was worried i would be asked to pay for our stay. Here again, Jose implied his company did absolutely nothing wrong and the issue was with Four Points and someone would resolve it soon. When Joseph our guide and driver picked us up, i told him our situation and concerns. We had a long drive before arriving at the first safari stop. The first 2 hours, Joseph drove at normal speeds. We took a bathroom break, looked at some views and went through a souvenir shop. When we got back to the vehicle, our guide was still on the phone and he drove incredibly slow the second half of our journey. We were being passed by tractor trailers. All of his conversations were in Swahili so we really don’t know for sure who he was speaking with or what they discussed. When we finally arrived at Lake Nakuru, Joseph was finished on the phone and was driving like a bat out of hell again. We made it to the property and fortunately they had our reservation. The next day when I reached out to Jose about the Four Points reservations and my refund , he assured me it the properties fault and he was working on them to give us a refund. He said this process will take a week?! I kept my fingers crossed and waited for 8 days and heard absolutely nothing about the situation. I then reached out to Jose complaining that he shouldn’t take over a week to refund my money. I also reminded him that the Four Points told me they would not be giving me a refund as it was Soul of Tanzania fault. Jose agreed it would be quicker if they processed my refund but he still took no responsibility for the issue. While i was happy to get the refund, i was soon to learn the issue still was not resolved. On our last day of Safari we got dropped off at the Four Points by Sheraton. And again they told us they did not have a reservation in our name. As it was fairly early in the day, this time i did not pay the bill. We started making calls to Jose and the Soul of Tanzania emergency numbers. Kennedy, our guide for the last part of the trip started making calls as well. He also called Moses, the driver that took us to and from the airport and both were calling their contacts. It took over an hour but we were able to get assistance from someone at Soul of Tanzania and have someone reach out to the hotel and pay the bill. I think I should also point out that this was an nice airport property with pilots and flight attendants were coming and going without their reservations bring “lost”. Seems unlikely they lost my our reservations twice but that’s the story Soul of Tanzania stuck with.
All in all it was a wonderful trip but Spirit of Tanzania definitely dropped the ball and took zero responsibility and gave horrible customer service while i was trying to resolve the problem. Definitely a big shout out to all our drivers /guides. You guys were great.
Joseph handed us off to Albert in Tanzania. Albert was AMAZING! The dude had the eyes of an eagle. He drove us through the Serengeti, Ngorongoro and Lake Manyara parks. He too was great in finding the animals and getting the best views.
Albert passed us off to Kennedy to finish our Safari in Kenya. Kennedy took us to Amboseli and did a fine job.
The accommodations during the trip were fine with some being much better than others. Lions Paw in Ngorongoro was the best with everything included. We arrived to see 3 elephants at the property.
We had an issue with the Olkarien Eco Safari camp in the Serengeti. Although it’s a new building, the sliding doors in the bathroom did not seel well. When leaving the lights on after taking a shower, the room as invaded by hundreds of beetles/insects who easily passed through the gap between the sliding doors. Spent an hour with the staff sweeping the bugs out the room and stuffing towels in between the bathroom sliding doors. I do want to say the staff at this hotel were great and we did like the property.
All the meals we had on this journey were good. Lots of huge buffets with great options. The deserts were mostly disappointing but we ate too much of everything else. The lunches our guides packed were fine and they included wine and instant coffee.
So heres our negative experience with the trip. After being picked up at Nairobi airport, we were brought to the 4 Points by Sheraton to spend the night before the safari began. They did not have our reservation! If we wanted to stay, i had to pay out of pocket. As we just spent the past 20 plus hours traveling, i paid the charge and reached out to Jose our trip coordinator. Jose took zero responsibility and blamed the issue on the property saying they must have lost our reservation and payment. He said they would work with the property to give me a refund. The next morning, i spoke to the manager at the property. He assured me their reservation system dies not lose reservations, especially prepaid ones and he said the Spirit of Tanzania would have to give me the refund. While there, I questioned him about my reservation there for the last night of our trip as we would be spending another night in Nairobi before flying home in 11 days. The Four Points told me they did not have a reservation for me but offered to make one for me. I declined and said I’m expecting Soul of Tanzania to make and pay for these reservations as I already paid them in full for this trip. Immediately after this conversation i reached out again to Jose our trip coordinator. I told him i learned we didn’t have a reservation for the last night at the Four Points. I also told him i was extremely concerned at this point as we were about to travel to another property and was worried i would be asked to pay for our stay. Here again, Jose implied his company did absolutely nothing wrong and the issue was with Four Points and someone would resolve it soon. When Joseph our guide and driver picked us up, i told him our situation and concerns. We had a long drive before arriving at the first safari stop. The first 2 hours, Joseph drove at normal speeds. We took a bathroom break, looked at some views and went through a souvenir shop. When we got back to the vehicle, our guide was still on the phone and he drove incredibly slow the second half of our journey. We were being passed by tractor trailers. All of his conversations were in Swahili so we really don’t know for sure who he was speaking with or what they discussed. When we finally arrived at Lake Nakuru, Joseph was finished on the phone and was driving like a bat out of hell again. We made it to the property and fortunately they had our reservation. The next day when I reached out to Jose about the Four Points reservations and my refund , he assured me it the properties fault and he was working on them to give us a refund. He said this process will take a week?! I kept my fingers crossed and waited for 8 days and heard absolutely nothing about the situation. I then reached out to Jose complaining that he shouldn’t take over a week to refund my money. I also reminded him that the Four Points told me they would not be giving me a refund as it was Soul of Tanzania fault. Jose agreed it would be quicker if they processed my refund but he still took no responsibility for the issue. While i was happy to get the refund, i was soon to learn the issue still was not resolved. On our last day of Safari we got dropped off at the Four Points by Sheraton. And again they told us they did not have a reservation in our name. As it was fairly early in the day, this time i did not pay the bill. We started making calls to Jose and the Soul of Tanzania emergency numbers. Kennedy, our guide for the last part of the trip started making calls as well. He also called Moses, the driver that took us to and from the airport and both were calling their contacts. It took over an hour but we were able to get assistance from someone at Soul of Tanzania and have someone reach out to the hotel and pay the bill. I think I should also point out that this was an nice airport property with pilots and flight attendants were coming and going without their reservations bring “lost”. Seems unlikely they lost my our reservations twice but that’s the story Soul of Tanzania stuck with.
All in all it was a wonderful trip but Spirit of Tanzania definitely dropped the ball and took zero responsibility and gave horrible customer service while i was trying to resolve the problem. Definitely a big shout out to all our drivers /guides. You guys were great.
翻译：我安排了一次为期11天10晚的肯尼亚和坦桑尼亚野生动物之旅，行程名称是“非洲精神与灵魂”。我还额外在内罗毕住了第一晚和最后一晚。先说说好的方面，我们的向导。这次旅行我们一共请了三位向导，他们都很棒。我们先和约瑟夫一起游览了纳库鲁湖和马赛马拉。他风趣幽默，知识渊博，带我们近距离观察了所有的大型动物。我怀疑他还帮我们解决了酒店的问题，不过我稍后再细说。
在坦桑尼亚，约瑟夫把我们交给了阿尔伯特。阿尔伯特简直太棒了！他拥有鹰一般的敏锐眼光。他开车带我们游览了塞伦盖蒂、恩戈罗恩戈罗和曼雅拉湖国家公园。他也非常擅长寻找动物，并带我们欣赏到最佳的观赏视角。
阿尔伯特把我们交给了肯尼迪，让他带我们完成在肯尼亚的最后行程。肯尼迪带我们去了安博塞利，表现也很出色。
旅途中的住宿条件还可以，有些比其他的要好得多。恩戈罗恩戈罗的狮爪酒店（Lions Paw）非常棒，所有费用都包含在内。我们到达酒店时，看到了三头大象。
我们在塞伦盖蒂的奥尔卡里恩生态狩猎营地（Olkarien Eco Safari Camp）遇到了一些问题。虽然是新建筑，但浴室的推拉门密封性不好。洗完澡后，我们忘记关灯，结果房间里涌入了成百上千只甲虫/昆虫，它们轻而易举地从推拉门的缝隙钻了进去。我们花了一个小时和工作人员一起把虫子扫出房间，并在浴室推拉门的缝隙里塞满了毛巾。不过，我必须说，这家酒店的员工服务很棒，我们也很喜欢酒店本身。
这次旅行中我们吃的所有餐食都很不错。自助餐种类丰富，选择很多。甜点大多令人失望，但其他食物我们都吃得太多了。导游准备的午餐也还可以，里面还有葡萄酒和速溶咖啡。
以上就是我们这次旅行的负面体验。在内罗毕机场被接机后，我们被送到喜来登4 Points酒店，准备在开始野生动物之旅前一晚入住。结果他们竟然没有我们的预订记录！如果想继续住下去，我得自掏腰包。由于我们刚刚花了20多个小时在路上，我只好支付了费用，并联系了我们的旅行协调员Jose。Jose完全不承担任何责任，反而把责任推给了酒店，说他们一定是弄丢了我们的预订和付款。他说他们会和酒店协商退款事宜。第二天早上，我和酒店经理谈了这件事。他向我保证他们的预订系统不会丢失预订记录，尤其是预付的预订，并说坦桑尼亚精神号（Spirit of Tanzania）必须给我退款。在那里，我询问了他关于我行程最后一晚的预订情况，因为我们在11天后飞回国之前还要在内罗毕再住一晚。4 Points酒店告诉我他们没有我的预订记录，但表示可以帮我重新预订。我拒绝了，并表示我希望坦桑尼亚之魂旅行社负责预订并支付这些费用，因为我已经全额支付了这次旅行的费用。通话结束后，我立即再次联系我们的旅行协调员何塞。我告诉他，我发现我们在福朋喜来登酒店的最后一晚没有预订。我还告诉他，我当时非常担心，因为我们即将前往另一家酒店，我担心会被要求支付住宿费用。何塞再次暗示他的公司没有任何过错，问题出在福朋喜来登酒店，很快就会有人解决。当我们的导游兼司机约瑟夫来接我们时，我向他说明了我们的情况和担忧。我们开了很长一段路才到达第一个野生动物观赏点。前两个小时，约瑟夫以正常速度行驶。我们中途休息了一会儿，上了个厕所，欣赏了一些风景，还逛了逛纪念品商店。当我们回到车上时，我们的导游还在打电话，而且在后半程的行程中，他开得非常慢。我们甚至被几辆拖车超过了。他全程都用斯瓦希里语通话，所以我们根本不知道他跟谁在说话，也不知道他们聊了些什么。当我们终于抵达纳库鲁湖时，约瑟夫已经挂断了电话，又像疯了一样开车。我们顺利到达了酒店，幸运的是，他们保留了我们的预订。第二天，我联系约瑟夫询问福朋喜来登酒店的预订和退款事宜，他向我保证是酒店的责任，他正在处理退款事宜。他说这个过程需要一周时间？！我祈祷着，等了八天，却杳无音信。于是我再次联系约瑟夫，抱怨他不应该花一周多的时间才退款。我还提醒他，福朋喜来登酒店告诉我，他们不会退款，因为是坦桑尼亚之魂酒店的责任。约瑟夫承认，如果由他们处理退款会更快，但他仍然不愿承担任何责任。虽然我很高兴最终拿到了退款，但我很快发现问题仍然没有解决。在我们Safari之旅的最后一天，酒店把我们送到了福朋喜来登酒店。他们再次告诉我们，他们没有我们的预订记录。由于当时时间还早，这次我没有付款。我们开始拨打Jose和Soul of Tanzania的紧急电话。我们行程最后阶段的导游Kennedy也开始打电话。他还联系了接送我们往返机场的司机Moses，他们两人都联系了各自的联系人。花了一个多小时，我们终于联系上了Soul of Tanzania的一位工作人员，并安排人联系酒店支付了账单。我觉得还应该指出，这家酒店是一家不错的机场酒店，经常有飞行员和空乘人员来来往往，他们的预订记录却“丢失”了。他们两次弄丢我们的预订记录似乎不太可能，但Soul of Tanzania就是这么说的。
总而言之，这是一次很棒的旅行，但Spirit of Tanzania的表现绝对令人失望，他们完全不承担任何责任，而且在我试图解决问题的过程中，他们的客户服务也糟糕透顶。必须好好感谢我们所有的司机/导游。你们太棒了！
在坦桑尼亚，约瑟夫把我们交给了阿尔伯特。阿尔伯特简直太棒了！他拥有鹰一般的敏锐眼光。他开车带我们游览了塞伦盖蒂、恩戈罗恩戈罗和曼雅拉湖国家公园。他也非常擅长寻找动物，并带我们欣赏到最佳的观赏视角。
阿尔伯特把我们交给了肯尼迪，让他带我们完成在肯尼亚的最后行程。肯尼迪带我们去了安博塞利，表现也很出色。
旅途中的住宿条件还可以，有些比其他的要好得多。恩戈罗恩戈罗的狮爪酒店（Lions Paw）非常棒，所有费用都包含在内。我们到达酒店时，看到了三头大象。
我们在塞伦盖蒂的奥尔卡里恩生态狩猎营地（Olkarien Eco Safari Camp）遇到了一些问题。虽然是新建筑，但浴室的推拉门密封性不好。洗完澡后，我们忘记关灯，结果房间里涌入了成百上千只甲虫/昆虫，它们轻而易举地从推拉门的缝隙钻了进去。我们花了一个小时和工作人员一起把虫子扫出房间，并在浴室推拉门的缝隙里塞满了毛巾。不过，我必须说，这家酒店的员工服务很棒，我们也很喜欢酒店本身。
这次旅行中我们吃的所有餐食都很不错。自助餐种类丰富，选择很多。甜点大多令人失望，但其他食物我们都吃得太多了。导游准备的午餐也还可以，里面还有葡萄酒和速溶咖啡。
以上就是我们这次旅行的负面体验。在内罗毕机场被接机后，我们被送到喜来登4 Points酒店，准备在开始野生动物之旅前一晚入住。结果他们竟然没有我们的预订记录！如果想继续住下去，我得自掏腰包。由于我们刚刚花了20多个小时在路上，我只好支付了费用，并联系了我们的旅行协调员Jose。Jose完全不承担任何责任，反而把责任推给了酒店，说他们一定是弄丢了我们的预订和付款。他说他们会和酒店协商退款事宜。第二天早上，我和酒店经理谈了这件事。他向我保证他们的预订系统不会丢失预订记录，尤其是预付的预订，并说坦桑尼亚精神号（Spirit of Tanzania）必须给我退款。在那里，我询问了他关于我行程最后一晚的预订情况，因为我们在11天后飞回国之前还要在内罗毕再住一晚。4 Points酒店告诉我他们没有我的预订记录，但表示可以帮我重新预订。我拒绝了，并表示我希望坦桑尼亚之魂旅行社负责预订并支付这些费用，因为我已经全额支付了这次旅行的费用。通话结束后，我立即再次联系我们的旅行协调员何塞。我告诉他，我发现我们在福朋喜来登酒店的最后一晚没有预订。我还告诉他，我当时非常担心，因为我们即将前往另一家酒店，我担心会被要求支付住宿费用。何塞再次暗示他的公司没有任何过错，问题出在福朋喜来登酒店，很快就会有人解决。当我们的导游兼司机约瑟夫来接我们时，我向他说明了我们的情况和担忧。我们开了很长一段路才到达第一个野生动物观赏点。前两个小时，约瑟夫以正常速度行驶。我们中途休息了一会儿，上了个厕所，欣赏了一些风景，还逛了逛纪念品商店。当我们回到车上时，我们的导游还在打电话，而且在后半程的行程中，他开得非常慢。我们甚至被几辆拖车超过了。他全程都用斯瓦希里语通话，所以我们根本不知道他跟谁在说话，也不知道他们聊了些什么。当我们终于抵达纳库鲁湖时，约瑟夫已经挂断了电话，又像疯了一样开车。我们顺利到达了酒店，幸运的是，他们保留了我们的预订。第二天，我联系约瑟夫询问福朋喜来登酒店的预订和退款事宜，他向我保证是酒店的责任，他正在处理退款事宜。他说这个过程需要一周时间？！我祈祷着，等了八天，却杳无音信。于是我再次联系约瑟夫，抱怨他不应该花一周多的时间才退款。我还提醒他，福朋喜来登酒店告诉我，他们不会退款，因为是坦桑尼亚之魂酒店的责任。约瑟夫承认，如果由他们处理退款会更快，但他仍然不愿承担任何责任。虽然我很高兴最终拿到了退款，但我很快发现问题仍然没有解决。在我们Safari之旅的最后一天，酒店把我们送到了福朋喜来登酒店。他们再次告诉我们，他们没有我们的预订记录。由于当时时间还早，这次我没有付款。我们开始拨打Jose和Soul of Tanzania的紧急电话。我们行程最后阶段的导游Kennedy也开始打电话。他还联系了接送我们往返机场的司机Moses，他们两人都联系了各自的联系人。花了一个多小时，我们终于联系上了Soul of Tanzania的一位工作人员，并安排人联系酒店支付了账单。我觉得还应该指出，这家酒店是一家不错的机场酒店，经常有飞行员和空乘人员来来往往，他们的预订记录却“丢失”了。他们两次弄丢我们的预订记录似乎不太可能，但Soul of Tanzania就是这么说的。
总而言之，这是一次很棒的旅行，但Spirit of Tanzania的表现绝对令人失望，他们完全不承担任何责任，而且在我试图解决问题的过程中，他们的客户服务也糟糕透顶。必须好好感谢我们所有的司机/导游。你们太棒了！
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