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Horrible customer service
Great Adventures Uganda的点评
点评：I’m updating this review to reflect the post-trip experience, which unfortunately has significantly changed my overall rating.
Initially, I would have rated this experience extremely highly — the gorilla trekking alone was unforgettable, and parts of the safari were very well executed. However, customer service is a major part of any travel experience, and that is where things fell apart.
After our December trip, Samuel confirmed that a refund would be processed for unused activities. Since then, communication has been inconsistent and unprofessional. Multiple follow-ups via email and WhatsApp went unanswered for extended periods. Promises were made that the refund would be issued “by the end of the week,” but nothing materialized.
It has now been months since the trip, and the matter remains unresolved.
In addition, I believe it’s important to mention that the vehicle we were initially picked up in was not in acceptable condition. It had clearly not been cleaned and contained cockroaches to the point that it was uncomfortable. The guide eventually had the vehicle cleaned during the tour, which I appreciate — but this should never have been necessary.
Because of the post-trip handling and lack of professionalism, I have adjusted my rating to reflect the full experience, not just the highlights.
I share this not out of emotion, but for transparency so future travelers can make informed decisions.
Initially, I would have rated this experience extremely highly — the gorilla trekking alone was unforgettable, and parts of the safari were very well executed. However, customer service is a major part of any travel experience, and that is where things fell apart.
After our December trip, Samuel confirmed that a refund would be processed for unused activities. Since then, communication has been inconsistent and unprofessional. Multiple follow-ups via email and WhatsApp went unanswered for extended periods. Promises were made that the refund would be issued “by the end of the week,” but nothing materialized.
It has now been months since the trip, and the matter remains unresolved.
In addition, I believe it’s important to mention that the vehicle we were initially picked up in was not in acceptable condition. It had clearly not been cleaned and contained cockroaches to the point that it was uncomfortable. The guide eventually had the vehicle cleaned during the tour, which I appreciate — but this should never have been necessary.
Because of the post-trip handling and lack of professionalism, I have adjusted my rating to reflect the full experience, not just the highlights.
I share this not out of emotion, but for transparency so future travelers can make informed decisions.
翻译：我更新这篇评论是为了反映旅行后的经历，很遗憾，这大大改变了我对这次旅行的总体评价。
最初，我会给这次旅行极高的评价——单是徒步追踪大猩猩就令人难忘，而且部分游猎活动也安排得非常出色。然而，客户服务是任何旅行体验的重要组成部分，而这正是问题所在。
12月旅行结束后，Samuel确认会为未使用的活动办理退款。但从那以后，沟通一直断断续续，而且很不专业。我们多次通过电子邮件和WhatsApp跟进，但都长时间杳无音信。他们承诺会在“本周末”之前退款，但最终却没有任何兑现。
现在距离旅行已经过去几个月了，问题仍然没有解决。
此外，我认为有必要提及我们最初乘坐的车辆状况很差。显然没有进行过清洁，车内蟑螂成灾，让人非常不舒服。导游最终在行程中安排人清洗了车辆，我很感激——但这本不应该发生。
由于行程结束后处理不当以及缺乏专业精神，我已调整评分，以反映完整的体验，而不仅仅是亮点。
我分享此事并非出于情绪，而是为了坦诚相待，以便未来的旅行者能够做出明智的选择。
最初，我会给这次旅行极高的评价——单是徒步追踪大猩猩就令人难忘，而且部分游猎活动也安排得非常出色。然而，客户服务是任何旅行体验的重要组成部分，而这正是问题所在。
12月旅行结束后，Samuel确认会为未使用的活动办理退款。但从那以后，沟通一直断断续续，而且很不专业。我们多次通过电子邮件和WhatsApp跟进，但都长时间杳无音信。他们承诺会在“本周末”之前退款，但最终却没有任何兑现。
现在距离旅行已经过去几个月了，问题仍然没有解决。
此外，我认为有必要提及我们最初乘坐的车辆状况很差。显然没有进行过清洁，车内蟑螂成灾，让人非常不舒服。导游最终在行程中安排人清洗了车辆，我很感激——但这本不应该发生。
由于行程结束后处理不当以及缺乏专业精神，我已调整评分，以反映完整的体验，而不仅仅是亮点。
我分享此事并非出于情绪，而是为了坦诚相待，以便未来的旅行者能够做出明智的选择。
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