In the Wild
Jastro Safaris
- Office In:
- Size:
- 100-250 employees (Founded in 2017)
- Member Of:
- Kenya Wildlife Service, AMREF FLYING DOCTORS, Kenya Tourism Regulatory Authority, TOURISM PROFESSIONALS ASSOCIATION & NAIROBI TOUR OPERATORS ASSOCIATION
- Tour Types:
- Custom mid-range & luxury tours that can start every day
- Destinations:
- Price Range:
- $2,603 to $20,821 per person per day (MXN, excl. int'l flights)
for a custom tour
Your request will be sent directly to the operator
If preferred, you can contact the operator directly
Reviews
AE
Email Annie | 35-50 years of age | Experience level: first safari
Lack of attention to detail
I chose Jastro Safaris based on the fact that it had lots of great reviews. Victor reached out to me after I put in a quotation request and we had a detailed discussion on possible options for our safari. There were initial mistakes in his quotations that I pointed out and he fixed. I suggested places I would like to visit and expected practical advice given that I was travelling for the first time and the tour operator is meant to be the expert advising on what is best. First of all, I asked about travel time between places and was given inaccurate information. For example, I was advised that the travel time between Ol Pejeta to Masai Mara was 6 hours, when it fact it took us nearly 10 hours to make the journey. Next I was promised a stop over at Lake Nakuru which the driver did not do because he said there wasn't enough time. It seemed the driver and tour operator were not communicating. Overall, I would advise all people to ask Victor to spell out what is included in the quotation and what is not. We learned this the hard way. At least 3 game drives that were "included" in my package were not delivered because Victor did not check these details on his end. I was told I could not have a night game drive in Ol Pejeta because we were not staying in the conservancy - according to my original quotation, the night game drive was included. Then I was told I had to pay extra fees at Masai Mara National Park if I wanted to do a morning game drive - which according to my understanding was included in the initial quotation that was shared with me. Each time I raised a deviation from the original quotation, I was told by Victor he would check and get back to me assuring me that he would make sure I got my game drives added on at the end of my tour. However, the follow ups and corrections didn't happen. The follow up for the pending payment at the end of the tour on the other hand was very persistent with no acknowledgment of the need for rectification.
Reply from Jastro Safaris
Posted on Oct 23, 2024Dear Annie Haqq
We appreciate your review.
There was a slight misunderstanding which we resolved and even refunded you part of the amount that you paid.
We kindly request for your understanding and we promise to improve next time.
Kind regards
CN
Email Shawn | 20-35 years of age | Experience level: first safari
Awful experience, not professional, no integrity
It is quite an annoying experience. I can list three main mistake they maid:
During the trip
1. Change our accommodation during the safari. We were supposed to stay in Naivasha Sopa, also we expected most for the whole trip. However when we arrived in the hotel, they told us no room booked for us. I argued with both the hotel and jastro for one hour and forced to transfer to Naivasha simba. Simba has no giraffe(we want to take photos with giraffes), food is terrible. We even self paid to go back to sopa to have dinner. Every one, including our driver and sopa hotel manager, say they never encounter this before. The only reason is jastro didn’t pay the hotel in required time even though I have paid for everything.
what’s more, before this trip I saw some negative review about they change customer’s hotels. So I told victor several time before the trip to confirm my accommodation and I don’t want to see anything changes. However it still happens and this ruined the whole trip. Sopa is fancy and simba is terrible and they insist they are the same level.
I get 50 dollar refund at the end of the trip at my insiste but this cann’t compensate for anything.
Before the trip
2. One week after we paid the deposit, victor suddenly told me I have to pay more 200usd for each person because he forgot to add first day game drive in massi mara. This is cheating! I don’t agree and so we cut 8 day trip to 7 days, and still make up another 500 dollar.
3. Then I asked victor to list details for my total cash balance in case he made any more mistakes, which turned out to be another nightmare. He keep making mistakes for everything. For the first version, he say the government tax is 3%, but list 800usd more for my hotel cost(not match hotel receipt). After I point out the hotel overcharge, he make that 800usd to government tax, raised it to 6% instead of return back to me. So haha jastro can decide government tax rate?? All under their control and customer has no choice.
The only cons is our guide Jonathon is good. But he also annoyed when they change our hotels and know nothing during the trip, he is also innocent.
All in all, before u pay them, they reply quick and say all good. After the deposit, everything just change. They became robbery and cost u too much energy to argue with them.
I would recommend you don't choose them. They're not professional at all.
(images removed for privacy reasons)
Reply from Jastro Safaris
Posted on Oct 23, 2024Dear Shawn, we appreciate your review and the opportunity you gave us to serve you.
We are a very professional team, very much concerned with good communication and general customer satisfaction.
Than you for recommending our driver Jonathan.
Victor realized that there was an issue on initial costing which was ineligible and could interfere with the services provision, and so he got back to you over the same. Some errors may occur at times and we are all humans so we beg for your understanding.
Just to make you understand, the percentage in question is the government tax on the amount paid through our online payment system.
Sopa informed us of the change at the very last minute and we had to get a solution immediately to avoid inconveniences.
With all that did not go well, we offered you the refund that you requested.
Kind regards
ES
Email Laia | 20-35 years of age | Experience level: 2-5 safaris
I would advise not book with them
I recommend you avoid at all costs!
Our experience with Jastro was a complete disaster. From start to finish, their disorganization caused constant stress. We faced numerous last-minute changes to accommodations, timings, and pick-ups, leaving us in limbo about where we’d stay or when we’d be picked up next.
But what made it worse was that every change came with an extra charge—surprise, surprise! It felt like they were always trying to squeeze more money out of us. For example, they asked us to cover train tickets for $90, yet the tickets were clearly sold for $30. That level of dishonesty was infuriating.
Communication with them was another nightmare. They made several mistakes with our bookings, tickets, and timings, and when we tried to address these issues, they were dismissive and uncooperative. It felt like we were talking to a wall, and at times they treated us like idiots.
Victor (our admin contact) and Jared (the company director), were THE WORST. Both lied, withheld information, and dodged our questions. Even one of our local drivers, who tried to help resolve an issue with park tickets, mentioned how unprofessional and uncooperative Jared was.
Jastro turned what was supposed to be a relaxing holiday into a nightmare. I’ve traveled extensively and never experienced anything as chaotic and stressful as this. I strongly advise anyone considering this company to look elsewhere. They are dishonest, unprofessional, and frankly, they treat their customers like if we were idiots!
Reply from Jastro Safaris
Posted on Oct 23, 2024Dear Laia
Thank you for your review.
We communicated to you to upgrade to private safari immediately the rest of the group pulled out of the initial plan, and of course the upgrade was coming with an extra charge. You insisted that the company wanted you to pay excess and you were very uncooperative for an upgrade. Finally the company agreed to understand you request and we used part of our mark up to cover up your safari. We believe this was a good thing to do.
Upon arrival, the Euro balance that you paid to our representative was not sufficient(to the balance in USD as initially agreed during costing) because of the rate at that time. He explicitly explained this to you and you group but you were not ready to understand.
The train tickets were marked up to USD 90. You even refused to pay for the tickets.
You were just not ready to cooperate and make the safari successful as we hoped.
We ended up injecting all our profit and even adding more company`s funds to your safari.
Kind regards.
Several things didn’t went as promised, although we paid for it. We are not satisfied at all.
We got a very nice offer, that we accepted and paid all in advance. Tsavo East was skipped at the day of departure. Although that parkeer was paid. The lodge we paid for was, as they say, full. Allthough we booked in february, later us was told that in february that lodge wasn’t full, and we had to stay in another lodge, 18 km outside the park and very poor. Therefor we also missed the sunrise gamedrive. And our time in the park was also less. We had several times contact and asked for an explanation. And there were some more things. Untill now we didn’t get any compensation. We will never book at Jastro Safaris again.
Reply from Jastro Safaris
Posted on Oct 23, 2024Dear Marles
We are a very professional team, having so much experience in the safari industry.
We hired a driver for this job because all our drivers were out on the day you started your safari.
We are really sorry for you having missed the game drive and I wish you could have communicated to us on the spot.
The lodge that we suggested, and even informed you was of the same level as the initially suggested one.
We are very sorry for the mistakes and we promise to correct them.
Kind regards
Email Adirisak Durbed Gaboobe | 20-35 years of age | Experience level: first safari
He was well very professional
Jastro safaris was very organized, I received value for money and got to visit a variety of destinations I wanted. They always kept time and were very efficient in their operations
IT
35-50 years of age | Experience level: over 5 safaris
Wonderful safari !!!
It was an amazing safari Beyond my expectations. with trained and professional people
IN
Email Mukul | 35-50 years of age | Experience level: first safari
Pretty Good Experience
Did a 3 National Park Safari and Stay across 8 days with Jastro Safaris. I must say they were able to organize everything very well. Like any other mid-size travel agent they were dependent on other 3rd party suppliers for Safaris and On ground logistics while they made sure the hotel bookings were done in the best mid-range hotels. The process of handover from one car to another is a little painful yet unavoidable (solo travelller), so its best if group transfers with dedicated cars can be taken to avoid wastage of time.
I found Victor and Jared to be most accessible during the trip and always willing to lend a ear in case I had any issues.
The only thing I would like others to be careful of while booking is to be clear on whether they are booking for Minivan or Jeep. There is a huge cost difference between both and therefore everyone should be clear on what they are getting.
I wish Jastro safaris all the best for their future endeavours.
CN
Email Jingyi | 20-35 years of age | Experience level: first safari
A fantastic experience and lovely people! Thanks!
It’s a right decision to choose Jastro! We saw all the wild animals we want to see,the driver and the tour guide is really professional and responsible.
Also the accommodations is so nice especially Ol Tulak and Naivasha Sopa.
Thanks for Victor’s patience and professionalism.
The Boss is also nice he picked us to the airport and gave a lot of effective advice.
A unforgettable experience!
Magical and Amazing experience
This trip was one of the best I ever experienced. Our driver Moises always was keeping the hope to find the big 5’s even was not migration season, and his knowledge about the animal behavior make the experience much better.
Also my travel agent Sylus was very patient, and supportive to help me to arrange all the experience that fit to my expectations.
FR
Email Juliette | 20-35 years of age | Experience level: first safari
Fantastic safari experience
Amazing experience with our fantastic guide, Steve! Thanks to him, we could see a lot of animals and learn more about Kenyan culture. Everything was super smooth and all the accommodations were wonderdul!!