Veronica Pegura

Please see below for the email sent to this tour company. Please note they did not respond. This is very lengthy but if you scroll to the end there is a summary of our main issues. To Exciting Africa Holidays. We are writing you with a complaint of our safari tour and why we feel your company has very poor service , organization and is misleading.. we will use this in our reviews on Tour radar and Tripadvisor. We waited a month to write this up as we wanted to be calm. We wanted to give you a chance to respond if you like. We have kept a copy of our conversations to ensure this is factual. While the accomodations were 95% great and mid range, 3 of 4 of the vehicles were unsafe (certainly nothing like your brochure photos). Thankfully our kind drivers tried their best to make sure we would see all the beautiful animals of Kenya and Tanzania. The reserves and parks were amazing. We also met many wonderful passengers and hotel staff. The following outline describes our tour and our issues , rarely a day without. Exciting Africa Holidays: 13 day best of Kenya and Tanzania Safari. Midrange Camps and lodges . September 2025. Arrival at Ole Sereni( Great Hotel) When checking in at the hotel we discovered that the hotel reservation for the start of the tour was missing. After contacting EAH, my own reservation according to EAH was supposed to be extended(we arrived a day early to recover from jet lag) EAH then asked me to pay and be reimbursed for the night they had extended from our own booking. The following morning , after much confusion, a room was booked for the start of the tour and the payment was made by EAH. We did a tour of the city and returned to EAH to pay the "Park Fees." Upon arrival we were informed that our tour itinerary had been changed. Some accommodation remained the same. All parks were the same but with adjusted days. At this point all we could do was hope the changes were acceptable. We also paid the park fees and received a receipt. The receipt was for the amount paid but no breakdown of what we were actually paying for. A few days later we requested a park fee breakdown but was told by EAH it was too complicated. Day 1. EAH asked us to be ready for a 7:30 pick up to begin our drive to Masai Mara. We were picked up at 9: 25, then taken downtown Nairobi to join our Driver (#1)and other tourists. We left to Masai an hour later. It seemed extremely disorganized. We did not arrive to our lodge at MM til 5:45 therefore our first game drive was canceled. We requested a refund for the park fees since it was almost $600 CAD. EAH had to confirm this game drive cancelation. We got our money refunded. We were then informed by EAH that all the other park fees are nonrefundable or transferable. Day 2. Started our first full game drive day. Our driver (#1)was very kind and did everything possible for a successful safari. Unfortunately his vehicle broke down(drive shaft propellar). He managed to get it off and we continued the day. The Land Cruisers and drivers are on a contract basis which means you never have the same driver and vehicle for more than a few days.( EAH did not provide this information) Lodge was great. Day 3. New driver(#2) and vehicle because the original driver had to return to Nairobi to have his vehicle fixed. We joined a new group of 6, which we waited for about 30 min. The drivers have to round up people from sometimes 3 or 4 different locations, again very bad organization. Total people in vehicle was 9. Maximum people should be 8. We had to climb over each other to do any viewing. The driver again was kind and tried his best to accomodate and please everyone. Lodge was great. Day 4. Full day game drive. It was great except for the cramped vehicle. Driver (#2.) Same Lodge. Day 5. Same driver(#2)(picked up almost on time) and cramped group. Drove to Nakura. Afternoon game drive dropped at another nice lodge. Day 6. Lodge was located inside park. Driver(#2) picked us up and we drove to another lodge to pick up the same group to continue down to Amboselli. According to our itinerary we were supposed to do a morning game drive but we actually just drove to another lodge for pick up. Since we were forewarned that the park fees were nonrefundable we asked EAH if instead they would cover the $ 60 fee for the boat tour on lake Naivasha. EAH agreed. When The boat tour was finished we asked EAH how we would be refunded. I was then told by EAH that that was a typing error. We continued our day to Amboselli. Great lodge. Day 7. Full day Amboselli game drive with same cramped group and drivers (#2). Vehicle broke down at lunch. ( rear wheel lost 2 bolts) some of the group transferred into other vehicles and we took 2 hours to get back to the main park gate where we got another vehicle to return us to the lodge. Day 8. Morning game drive minus 1 passenger enroute to Arusha. Driver(#2) was told to have us at the Namanga border by 10:30 to meet our shuttle to Arusha. It is a gong show. Fortunately there was a worker who directed us through as we were left there to figure it out. At 1:16 a shuttle/delivery van finally showed up. The other members of our tour vehicle transferred within 30 min of arriving to a proper shuttle. We arrived in Arusha 3 hours later after the so called shuttle bus made his deliveries. Upon arrival at the hotel we were moved to another hotel as they overbooked. This accommodation was far below midrange.( the other members of this tour group were also here but arrived over 2 hours earlier. This group were booked with budget accomodations) We questioned why we were transferred here but basically Did not get a reasonable answer. The staff at the B&B were lovely, they tried their best. We now discovered we were being handled by a Tanzanian company. Seven wonders. No explanation. I can only think that companies can only operate in the country of their business. Day 9. New driver(#3) with only 1 other passenger. Drove to Tarangire , did an afternoon game drive. This vehicle was a safety hazard. No working seat belts or windshield wipers. Half way through the game drive the vehicle broke down. He managed to adjust the 4/2 wheel drive and complete the drive. Dropped at another lodge which was super. Day 10. Picked up by same driver( #3 and vehicle repaired) joined by another group. Now 8 of us. Drove to Serengetti accommodation (game drive enroute). When it started raining the driver had to wipe his windshield while driving with a napkin. Tented lodge was terrific. Day 11. Full day game drive. Same driver(#3) vehicle and passengers. We were informed that mid day we would be switching vehicles and drivers. It was absolutely ridiculous. Unfair to the other passengers and drivers as they had to adjust the game viewing to attempt to meet along the road. This took about an hour to finally connect. Very unorganized. We then joined another group of 2 in a smaller land cruiser. Again a very nice driver (#4). Finished our game drive day, (they hadn't had lunch but we had so we had to wait for them) Day 12. Picked up by same driver(#4) and group. Game drive enroute to ngorogoro lodge. We realized when we arrived at the lodge that we were not asked if we wanted to see the Olgivie gorge, another misstep. Day 13. Same driver(#4) and group. Game drive morning at the crater. Afternoon drive to Arusha to stay at Charity Hotel. FYI This is not a mid range accommodation. This marked the end of our Safari tour. In conclusion, we would never recommend this company. Perhaps they do better with short safaris in their own country. We believe there would not be these issues with private safaris or with larger tour companies that operate in both countries with their own vehicle fleet. Neither the brochures or the company explained how many driver and vehicle changes there would be nor the amount of time spent transferring between parks and other passengers. These were our biggest concerns: -EAH were never forthcoming with information and or changes. - We always had to contact EAH first and request brochures and updates. -EAH changed the itinerary the first day we walked into their office. -EAH would not provide detailed park fees receipt.( they advertise the park fees as a separate cost in their brochure) -It was unprofessional for EAH to originally ask us to pay for a hotel and get reimbursed. -EAH contracts out vehicles, 3 of 4 were unsafe. -renegging the boat tour cost. -a below budget accomodation. - poorly organized transfers. -one of the drivers did not change clothes for 3 days...it was obvious. (A uniform of some sort would be more professional) -the inability for the drivers to start on time due to the distances of accomodations of passengers. - for 3 days we had over the advertised(per the brochure from Touradar) maximum passengers. -dismissive communications. Veronica and Rick Pegura

Operator's comment: Dear Veronica Thank you for sharing your feedback regarding your 13-Day Best of Kenya and Tanzania Safari with Exciting Africa Holidays. We appreciate your time and are pleased to know that you enjoyed the parks, wildlife, and the efforts of our team and drivers. Exciting Africa Holidays operates all safaris in accordance with the terms and conditions provided at the time of booking. From time to time, operational adjustments may be necessary due to park regulations, weather, logistical considerations, or regional political activities, as was the case in Tanzania during your travel period. Such changes are implemented solely to ensure guest safety and compliance with local authorities. All tours are managed and delivered through licensed and approved service providers who meet the required industry standards. Our communication and service records reflect that the safari was conducted in line with the agreed itinerary and inclusions, with adjustments made only where necessary under operational or regulatory circumstances. Your observations have nonetheless been documented and shared with our operations department as part of our ongoing review process. Exciting Africa Holidays remains committed to maintaining professional standards and ensuring every guest enjoys an authentic East African experience. Thank you once again for choosing Exciting Africa Holidays Ltd. Warm regards, Exciting Africa Holidays Ltd Management

Gregory Sifuma

It was a fantastic place of adventure

Jill Cornels

‎As a solo traveler, I appreciated how well Zack and his team at Exciting Africa Holidays took care of me. ‎ ‎From airport pickup to the final drop-off, everything was perfectly timed. The van was comfortable, with great visibility for spotting animals. ‎ ‎The meals were freshly cooked, with generous portions and variety. I stayed in cozy lodges surrounded by nature, and nights were peaceful under starry skies. ‎ ‎Zack was friendly, respectful, and made me feel safe throughout. I saw everything I hoped for—lions, hippos, zebras, and giraffes. The experience was personal, authentic, and absolutely worth every coin.

Kelvins Murray Jr

‎Traveling with Zack from Exciting Africa Holidays was a dream come true for my photography hobby. ‎ ‎He knew exactly where to position the vehicle for the best light and angles. The transport was sturdy, clean, and had plenty of space for camera gear. Meals were satisfying and varied, keeping us energized. ‎ ‎Our tented camp offered incredible night sounds—hyenas laughing in the distance! I captured elephants, lions, and even a rare black rhino. ‎ ‎The attention to detail and overall value for money were exceptional. I returned home with memory cards full and a heart even fuller.

Felix

Our family safari with Exciting Africa Holidays was simply seamless. Sammy picked us up on time in a clean, comfortable van and briefed us on the itinerary clearly. We were impressed by his knowledge of every bird and animal. ‎ ‎Meals were well-prepared and plentiful, often served in scenic outdoor spots. The lodges offered cozy beds and warm showers—perfect after a dusty day. We saw elephants, lions, and a spectacular sunset over the savannah. Every shilling spent felt worthwhile, given the top-notch service and smooth coordination. It was more than a trip; it was a lifetime memory.

Henrik Larsson

As a family of four, we were concerned about logistics, but Exciting Africa Holidays exceeded every expectation. ‎ ‎Sammy, was both fun and incredibly knowledgeable. He kept the kids entertained while teaching them about animal behavior. ‎ ‎The safari van was roomy and air-conditioned—perfect for long game drives. We stayed in lodges that were both safe and scenic, and every meal felt like a treat after the day’s adventures. ‎ ‎Seeing elephants up close and a pride of lions on the prowl was surreal. The whole experience felt personal and genuine, and the value for money was simply unbeatable.

Faustina Nzilani

Our guide Meta from Exciting Africa Holidays made our entire trip seamless and enjoyable. The transport was punctual every morning, and the vehicle offered panoramic windows perfect for photography. ‎ ‎We saw countless animals—zebras, giraffes, lions, and hippos bathing lazily in the river. The food was fresh and varied, with something for everyone. ‎ ‎The accommodation was clean, beautifully located, and offered great evening views. Meta was patient with our questions and made every sighting feel special. ‎ ‎This company delivers exactly what it promises—comfort, professionalism, and excellent value for every coin spent. I’d happily travel with them again. ‎

Chiniel Hansen

You are only booking a seat on a 4x4 vehicle. We had 2 different guides/drivers in the 12 days. We were in a vehicle with other people who had booked with different companies. Accommodation was average in Kenya and very basic in Tanzania. The 'glamping' in Tanzania was in a small canvas tent. It was very basic camping in Tanzania, definitely not 'Glamping'. The first guide/driver was quite rude and didn't like to answer questions regarding the tour. The first guide didn't stop at some of the designated stops as per the itinerary. There was a LOT of confusion as to where people were going and how long they were in the vehicle for. Our Tanzania guide was no better. We were left stranded at a camp for almost 2 hours waiting for our guide with no way to contact him or the company which was hiring the vehicle out (7 Wonders) . Our guide asked other passengers to lie to those passengers who were left stranded to cover up his and 7 Wonders mistakes. We entered the parks late and missed out on some animal sightings. Our vehicle repeatedly would not start. It was supposed to be fixed multipole times, this clearly didn't happen. We were supposed to be briefed once we had arrived in Arusha, this didn't happen either. The hotel seemed unsure what our pick up time for the following morning would be so we had to contact Exciting Africa Holidays. The time Exciting Africa told us was different to the time the hotel originally told us. The itinerary wasn't followed and we had to let the guide know what we had paid for. We almost missed out on Lake Manyara as the guide didn't know it was part of our tour we had booked. The only good part of the tour was our cook in Tanzania. Kevin was wonderful. He prepared delicious meals with plenty of food! Thank you Kevin. Was a terrible tour and wouldn't recommend 7 Wonders or Exciting Africa Holidays.

Khusbu Jasani

Our Kenya migration safari in August 2024 with Exciting Africa Holidays was incredible. Albert provided prompt coordination and support before and throughout the trip, making everything smooth and stress-free. Our guide (Zack) was professional, friendly, and made sure we had the best wildlife viewing experiences. Highly recommended!

Rebeccah Harriet

Meta’s storytelling made the migration come alive. We watched wildebeests gather courage, then dash across the river—it felt like being in a documentary. Transport was steady, meals hearty, and accommodations clean with great service. I’ll be telling this story for the rest of my life. Superb value.