Wanderful cut corners everywhere. Unsafe first hotel, downgraded safari lodge, and poor communication throughout. The...
Hello Sally,
We thank you for taking the time to share your feedback. However, your review has left us a bit surprised, as it doesn’t seem to align with your communication throughout the tour on our daily operations chat group. Each day, our team reached out to check on your experience, and all responses from your side were consistently positive — except for one.
To offer clarity, here are a few excerpts from our chat records, which also highlight the speed and consistency of our communication (as seen in the date and time stamps):
[12/10, 10:42] Wendy – Wanderful Holidays: Hi Sally, how was it today? How was your guide?
[12/10, 10:43] Sally Fox: Good day. Guide was excellent and very informative. Would recommend the tour.
[13/10, 15:09] Wendy – Wanderful Holidays: Hi Sally, hope the transfer was smooth. How are you finding the hotel?
[13/10, 15:12] Sally Fox: Hi, the transfer was great, arrived early. The lodge is stunning — we are the only people here and the host can’t do enough for us. The game drive this afternoon was fabulous.
Our communication records also reflect prompt assistance beyond standard operations — including flight check-ins and delivery of boarding passes in advance:
[15/10, 05:08] Rose – Wanderful Holidays: Hello Sally, I’m happy to inform you that I have checked you in for your flight on 15 Oct and attached the boarding passes.
We also addressed your concern regarding the breakfast inclusion at your last hotel immediately — our colleague Ronnie shared the documentation and personally called the hotel to resolve it.
It seems the real disconnect may have arisen because the detailed tour documentation, which was shared through our chat invite, did not appear in your chat window, after the invite was accepted a day later.
Giving us an impression that you had it all the time, only to realize 5-6 days into the trip that you couldn't see the copy while all the other team members could see it as shared.
Regarding accommodation, we’d like to clarify that every hotel on your tour was selected with careful consideration for both comfort and safety:
Johannesburg: The choice of an international chain hotel was intentional to ensure security and guest comfort. The property offers spacious rooms with bathtubs, an outdoor swimming pool (essential during the warmer months), and a large campus so guests can relax freely without feeling restricted. All tours and transfers included door-to-door pick-up and drop-off services with English-speaking local guides, ensuring you were always accompanied.
Knysna: We had already noted recent feedback about the previous property. While it maintains good standards and features a pool, it recently lost its Travellers’ Choice badge — a matter we’re already addressing. Have contracted with new hotels here.
Cape Town: As per AI and TripAdvisor it said
"Your hotel remains one of the city’s highest-rated urban properties, boasting over 813 verified reviews and a 90%+ recommendation rate, proudly holding its Travellers’ Choice recognition.
“Cape Town’s finest urban hotel, occupying a prime position just ten minutes from the city center and the world-famous V&A Waterfront, and only 15 km from the airport. Accommodation comprises spacious suites designed for comfort and relaxation.”
At Wanderful Holidays, we take great care to balance comfort, safety, and authentic experiences. While we regret that your perception differed from our intentions — and from the feedback of many of our other travelers — we deeply appreciate your comments, as they help us continually enhance our service.
Our daily messages are designed to maintain open, transparent communication, while our daily reconfirmation updates, a valued part of our service ritual, ensure every guest knows exactly what to expect the following day — providing peace of mind and personal care throughout the journey. This consistency is also reflected across the many positive reviews from other guests who have shared their experiences & reviews with us. We would also like to assure you that any issues raised during a tour are addressed immediately, often while our guests are still traveling — even if it means repeating or replacing a service to ensure complete satisfaction. We are a customer-centric company dedicated to delivering exceptional travel experiences and ensuring every guest returns home with lasting, positive memories.
Warm regards,
The Wanderful Holidays Team
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