Safari 2 Gorilla Tours

Reply from Safari 2 Gorilla Tours

Dear Payono Wascar,

Thank you for taking the time to share your thoughts. We value all feedbacks, as it helps us to continuously improve our services. We are truly sorry to hear that your experience did not meet your expectations, and we regret that you left feeling dissatisfied. However, we believe it’s important to provide clarification on certain aspects of the tour to ensure a fair and accurate representation. We gave u a an itinerary which was our contract with you, which you deliberately refused to follow as expounded below. For instance, we don't know what we would have done better in a situation where u paid for 1X Gorilla ticket but wanted to do 3X Gorilla Treks which you hadn't paid for and which was practically impossible. Let's pass through your contract on a detailed basis

1. Itinerary and Activity Adjustments
  - Before your trip, a full itinerary was provided, outlining each day’s activities in details (Day 1; Kigali transfer to Volcanoes NP, with a visit to the Kigali Genocide Museum, Day 2; offered the option of Rwanda Gorilla Trek for an additional $1,500 or to do inclusive Golden Monkey Trek, Day 3, Uganda Gorilla Trek at Bwindi/Mgahinga Gorilla NP & Day 4; For returning to Kigali to end the trip). Due to the short notice booking & availability of permits, we made a slight schedule adjustment to ensure your experience could proceed without any disruptions. We communicated these changes to you in advance.

2. Cancellation and Rebooking:  
 On the Oct 06th at 23:30, you opted to cancel, and then rebooked at 10:22am on the Oct 7th (Time your tour is supposed to commence). Despite the sudden changes, our team worked swiftly & efficiently to rearrange permits, guides, and accommodations to accommodate your new plans. We take pride in our flexibility and commitment to ensuring that all guests have a smooth and enjoyable experience, even when plans changes unexpectedly.

3. Payment Dispute and Police Involvement  
  - Regarding the payment dispute, our field team involved local authorities after you declined to pay the agreed amount for the services rendered. The pricing & optional activities were communicated transparently in your contract/invoice, and you agreed to the terms. However, upon conclusion of your gorilla trekking session you deliberately shortened the trip & refused to make payment as agreed in your contract instead demanded for more activities (3X Gorilla Treks, tickets alone costs $4,200) contrary to your agreed package @ $1,980 that included 1X Uganda Gorilla Trek.
  - The involvement of the police was necessary to mediate the situation and ensure the terms of our agreement were honored. This was done in a professional and respectful manner to ensure a fair resolution for both parties. We regret that the situation escalated, but it was important to ensure that our team was fairly compensated for the services provided.

4. Price Transparency
  - The package price of $1,980 included 1X Uganda Gorilla Trekking permit, 1X Golden Monkey Permit, accommodations, and meals, as specified in the itinerary. The 1X Rwanda Gorilla Trek was offered as an add on activity with a permit fee of $1,500, which was clearly communicated prior to your booking. When you chose to shorten your trip, we made a corresponding adjustment to the cost, ensuring you were only charged for the services provided.

5. Payment Options and Surcharge  
  - We offered several payment options that included bank wire transfer, cash, WISE and card payments. Card has a 6% surcharge transactions fee, which is standard in our region. We informed you of this surcharge ahead of time, and also provided the option of cash payment to help you avoid this fee.

6. Accommodation and Wi-Fi
  - The accommodations selected for your trip are eco-friendly lodges located near national parks. These properties were chosen to enhance your experience of the surrounding natural beauty, though Wi-Fi is often limited to common areas, which is typical in these conservation areas. We strive to balance comfort with ecological responsibility, and we apologize if this was not communicated clearly beforehand.

We are pleased that you enjoyed the gorilla trekking itself, as this is a truly unique & memorable experience. However, we regret that other aspects of the trip did not meet your expectations. we are committed to delivering well-organized, affordable, and exceptional tour experiences, and we take pride in offering our clients the best value across East Africa. Our team is dedicated to providing transparent pricing and superior customer service, even when unforeseen challenges arise.
We remain committed to addressing any concerns and are open to further dialogue if you would like to discuss the matter in more details.

Thank you again for your feedback, and we wish you the best in your future travels.
 
management.