A Leading Kruger Park Safari Specialist
Shinzelle Safaris
- Office In:
- Size:
- 1-5 employees (Founded in 2014)
- Tour Types:
- Customizable private tours and fixed group tours
- Destinations:
- Price Range:
- $7,905 to $20,328 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
IT
Email Andrea | 35-50 years of age | Experience level: first safari
Terrible experience, stay away from this tour operator.
Hello,
I wanted to report a truly unpleasant experience that recently occurred with travel operator Shinzelle Safaris during the period of natural emergency and severe rainfall that affected the Limpopo and Mpumalanga regions. Usually the quality of a travel agency shows when problems arise, not when everything goes according to plan.
We had booked, many months in advance, a rather expensive 4‑day package in January, which included accommodation, meals, transfers, and safari activities in private reserves and inside Kruger National Park. The day before our arrival, we were informed of the serious emergency unfolding in the region and especially inside the park. When we asked whether it made sense to cancel the experience (we still had time to reorganize a different itinerary in South Africa), we were told to stay calm, that all activities were still confirmed, and that we only needed to prepare for a bit of rain. So we left, still very excited.
Day 1:
We arrived at the Lodge around lunchtime, and despite the 6‑hour trip from Johannesburg to Hoedspruit, we were informed only upon arrival that the afternoon safari activity planned in a private reserve had been cancelled. They offered us an alternative activity (spa and massages at the Lodge), which we accepted, but magically there was no availability anymore. We asked to reschedule it in the following days, but it was never recovered.
Day 2:
The full‑day safari went ahead successfully. We entered the park through Orpen Gate at 5 a.m., and despite the heavy rain throughout the day, we had fun and truly enjoyed the experience (it was our very first safari), without paying much attention to the weather conditions.
Day 3:
Panorama Route interrupted after just a few hours. Our boat tour was postponed from the morning to the afternoon, but the rain conditions were dramatic from the early hours. Despite this, they still made us leave, but the road was crazy and the vehicle was at serious risk of skidding off the road. Along with the rain, dense fog prevented any visibility of the canyon, making it impossible to enjoy the views. After about 3 hours of driving, we were called back (obviously all boat tours had been cancelled), as conditions had become prohibitive and the main road back to Hoedspruit had already been closed. We returned to the Lodge around lunchtime and spent the entire afternoon and evening in our room.
Day 4:
Morning safari—an optional activity paid separately from the standard itinerary—was scheduled in a private reserve but cancelled the night before, with no alternative activity offered despite our request.
Summary: Two safari experiences cancelled and the Panorama Route interrupted in dangerous conditions. Communication with Danielle, the operations manager of the tour operator, was always prompt during the booking phase and when it came to cancelling activities along first days. But as soon as we asked for replacement activities, responses became vague and never timely. It should be noted that despite the adverse weather, we always maintained a calm and even enthusiastic attitude about the experience. But when the last activity was cancelled, we politely asked—despite the frustration—for a partial refund for the activities not carried out.
From that moment on, Danielle literally disappeared for more than 48 hours, without even acknowledging us (not even a simple “no, it’s not possible, our terms and conditions do not include refunds for weather cancellations, we are handling emergencies and will get back to you”—nothing). We were completely ignored until we returned to Johannesburg and flew back to Europe.
We are fully aware that their terms and conditions give them the upper hand, but we would have expected at least a different attitude, more empathy and cooperation (which we showed throughout the cancellations and especially when we were put at significant risk on the roads under heavy rain, all documented with photos and videos). We were not even offered a partial refund for an optional activity paid in advance. Unfortunately, we felt misled throughout the stay, when it would have been easy to avoid wasting our money, time, and putting us in dangerous conditions. Strangely, we were contacted again only after we sent an official complaint by email and after posting our first negative review on their social media.
They even pointed out that we received an upgrade from a 4‑star Lodge to a 5‑star one—an upgrade we had not requested, though appreciated—and for this reason we supposedly had no grounds to complain, despite some issues with the food (little variety, overly spiced) and having to shower with cold water one day (reported and then resolved). They said they offered us two meals and drinks (one vegetarian wrap lunch when the first safari was cancelled, one wrap lunch upon returning from the Panorama Route—although lunch was already included in the itinerary—and two drinks), which didn’t even remotely cover the cost of the lost activities. Only later did we realize that the upgrade (from a well‑known luxury lodge chain) to a private lodge placed us right next to the company’s headquarters inside the Hoedspruit Estate.
After many years of travelling around the world, we have never encountered service like this from a travel agency. We were very surprised by the treatment received and the total lack of empathy and customer care. Why not offer at least a partial refund, even just for the cancelled optional activities, as a gesture of goodwill toward a clearly disappointed customer? Especially when you, as the tour operator, organizing the activities directly with your own resources, did not have to bear any cost? We would have been satisfied even just to see some willingness to meet us halfway. Instead, we were treated merely as a number, yet another tourist to take advantage of.
Looking back, we can consider ourselves lucky to have been able to return safely to Johannesburg and not have had any accidents along the way. According to them, they met all safety standards and consumer care requirements, but unfortunately the facts told us a very different story.
We came back home sad, disappointed, and deeply bitter.
Reply from Shinzelle Safaris
Posted on Jan 28, 2026Hi Andrea,
Your review is acknowledged.
Your stay coincided with a declared regional disaster, following unprecedented flooding that resulted in severe infrastructure damage and tragic loss of life across parts of Limpopo and Mpumalanga. Conditions escalated rapidly overnight, requiring real-time decisions as tourism operations, reserves, and access routes were suspended.
Throughout this period, safety considerations were prioritised above itinerary logistics. Activity confirmations were always conditional on reserves remaining operational and conditions remaining safe, and several statements in this review misrepresent the sequence of events. All cancelled activities were suspended due to third-party reserve and access closures, not retained or repurposed by Shinzelle Safaris.
Frequent updates were provided via WhatsApp as conditions evolved. These communications were acknowledged and understood at the time, and none of the concerns now raised were communicated during the stay, as documented correspondence reflects. During and immediately after your departure, our team was also managing active flood ingress into properties and crisis operations affecting multiple guests and staff.
Refund requests were reviewed strictly in line with our Terms and Conditions and the indemnity personally accepted and signed by you well in advance of travel. As required, guests are to pursue such claims through travel insurance. We offered assistance in this regard by way of a formal incident report to support an insurance claim; however, no insurer details or follow-up were provided, which prevented this process from progressing. Tour operators are not responsible for a guest’s personal travel insurance. Public reviews were posted following the refusal of refunds contrary to agreed terms.
While we regret that the experience was impacted by exceptional circumstances, we do not accept that Shinzelle Safaris acted without empathy, care, or professionalism. Notwithstanding the fact that you were upgraded from a four-star hotel to a five-star luxury lodge prior to the flooding event, during the subsequent crisis and sudden safety-related closures that affected your itinerary, we additionally covered meals and beverages as gestures of goodwill, despite no contractual obligation to do so.
We respectfully reject false allegations of negligence or lack of care. Our actions were guided by safety, transparency, and adherence to agreed terms during an unprecedented regional emergency.
The Shinzelle Safaris Team
Email Randy | 65+ years of age | Experience level: first safari
Danielle was great to work with and our private tour guide Jessica was excellent.
service was excellent, planning was made difficult for Danielle because we had a change in our schedule but she was able to accommodate us. Our tour guide could not have been better, not only in her knowledge of the animals and the park, but was so much fun to be with for the five days. That made our meals and just driving through through the park enjoyable.
DE
Email Sophia | 20-35 years of age | Experience level: first safari
Best Safari one could wish for
Looking for a Safari in Kruger National Park? Danielle and Brandon are the people you want to reach out for. They are the masterminds behind Shinzelle Safari and a great couple to say the least. We booked a three day Safari with them, and had a lovely time. Danielle made sure all our needs (food, transport, lodging) were met, and really made us feel welcome from day one (sadly, we did not get a chance to taste her famous Portuguese cooking). Brandon was our guide at the Safaris, and we could tell that he enjoys his work (and yes, its includes a whole lot of driving and waking up extremely early) and does it with all his heart. With over 10 years of guiding experience, his extended knowledge of wildlife is very authentic and we could tell he knew very well how to encounter the animals (made us feel very safe too). He was also keen to show us as much wildlife as possible, including "the big five" (we also listened to the lion radio ;-)). Nevertheless, the magic of the Safari that he guides lies (beyond the big cats) and in the details (we loved his bird facts), and he really conveyed to us the sense of respect and humility that we humans should feel before these beautiful and wild animals, and that has really made a lasting impression on us!
Dear Danielle and Brandon, we want to give you both a big thank you for this beautiful (5 star and 5 star worthy) experience, and we really hope that you continue doing Safaris for many many years to come as the passionate and hospitable people that we have met. Please also make sure to come visit us in Europe or Brasil. Best regards, Sophia and Ken
Unforgettable experience!
Danielle and Brandon were amazing since my first contact! They are lovely people and the tours were awesome! We could saw the big 5 in Kruger safari and the blade river canyon is stunning!
I have no words to describe the bush walk. Stay at the same place the animals live and feel the expectation they appear makes your heart beat faster!
I'll never forget those days!
Email Anna | 20-35 years of age | Experience level: first safari
AMAZING!
Our safari guide, Prince was very knowledgeable, we were able to see many animals on our drive despite the weather being wet!
He was very attentive and could spot animals right away. His service was spectacular and we had an amazing experience with him.
Thank you Prince!!
Email Caleb | 20-35 years of age | Experience level: first safari
Unforgettable stay
My wife and I stayed with shinzelle as part of our honeymoon trip to south africa. We really didn't know what to expect before we arrived, but our experience surpassed our expectations.
The staff were always on hand to help us and took really good care of us. We had an amazing time on the safari rides and had some unforgettable experiences. We were lucky enough to see 2 leopards in one day at Kruger and a family of rhino on the private reserve where we were staying.
Our guides were knowledgeable, friendly and all had a different approach to the rides, routes and conversation so we had a really complete experience and were able to get up close for animal encounters.
We had such a incredible time during our stay with shinzelle and on the safari rides and it really set the tone for the rest of our honeymoon. Trip of a lifetime. Couldn't recommend it enough!
Email Mike Leitner | 50-65 years of age | Experience level: first safari
Make your trip memorable with Shinzelle
We used Shinzille for our recent trip. I asked for a trip that had the following and I gave a list of must sees to them. They came back with my itinerary in a well presented way, the cost was great. But what we got in person was better! Our drivers in Cape Town were so nice and knowledgeable- the scenery outstanding. Then Kruger, they had us stay at Safari Moon - wow! That was a great lodge. Our guide there, Prince. Was funny, fun and we loved him! We are telling everyone!
Email Marlyn Gibson | 65+ years of age | Experience level: first safari
Complete Package
Excellent communications before and during trip. There was a problem with our transfer from Johannesburg to Kruger Park as none of the drivers had us on their lists. However after contacting Danielle over WhatsApp we were given a private transfer to Kruger which was a 5 hour drive. We did arrive 2 hours late as it took 2 hours to organise the private transfer. However the Reserve were aware and had lunch ready for us therefore it was not too much of an issue other than being a bit worrying at the start in Johannesburg. Not sure what we would have done if we did not have their WhatsApp contact details so always make sure you have this before leaving the UK. Other than this everything went as planned
Email Jacqueline | 20-35 years of age | Experience level: first safari
The agent to book a resort for guests
Overall, a 3-star experience with a 5-star cost.
• The toilet in the room doesn’t flush well.
• The bathroom light is white, which ruins the vibe. It should be yellow.
• One waiter doesn’t smile while serving. He also spilled red wine on the table without noticing it himself and couldn’t remember the dishes for a group of four. He’s not familiar with the drink list at all. A young waiter on a working holiday, who’s only been here for a week, knows it better than him.
• On a windy day, the waiters kept forgetting to close the door during dinner, even though two groups reminded them multiple times. This was awful and inconsiderate.
• The guide skipped the coffee on the morning safari without explanation. His hospitality changes when there are more white guests on the safari car, raising concerns about racism. Such differentiated treatment is completely unacceptable.
• The suggested tip is 450 ZAR for the guide and 450 ZAR for the villa staff per day, which guests are informed about upon arrival. This doesn’t feel right and isn’t a good practice for a luxury package. While tipping culture exists in the U.S. where employers often don’t pay a good base wage, when we’ve already spent tens of thousands of ZAR on a luxury package, the staff and guide should be paid well and shouldn’t expect tips.
It’s quite disappointing to find so many flaws every day when you’ve booked a luxury package.
Reply from Shinzelle Safaris
Posted on Sep 16, 2024Thank you for your feedback and for bringing your concerns to our attention. Even though your experience occurred at an affiliate property we partner with, we take your feedback seriously and will ensure it is passed on to the relevant parties for immediate action.
At Shinzelle Safaris, we strive to ensure that every aspect of your safari experience meets the high standards we set for ourselves, regardless of the accommodations or service providers we collaborate with. It is unfortunate that this particular property did not meet your expectations. We will address all your concerns with the property in question. Please see our feedback to each of your concerns below.
Room and Lighting Issues: It is regrettable that this did not meet your standards. We will share this feedback with the affiliate lodge so that they can address these specific issues.
Service at the Lodge: We understand how important it is for staff to be both attentive and professional. We will ensure this feedback is relayed to the property’s management to ensure further training and attention to detail is provided.
Safari Guide Conduct: The concerns about differentiated treatment during your safari are concerning to us. While the guide in question is employed by the affiliate lodge, we are committed to ensuring that every guest receives equal and respectful treatment. We will raise this issue with their management team for investigation.
Tipping Policy: We understand your frustration regarding the tipping policy. While tipping guidelines are set by the property, tipping is considered a form of gratuity and is not compulsory. We will communicate this feedback to them and review how gratuity information is shared to ensure guests feel comfortable and informed.
Please note that this experience does not reflect the standards of service we at Shinzelle Safaris aim to provide. We are committed to ensuring every guest has a flawless and memorable safari experience, the disappointment you encountered is regrettable.
We encourage you in the future to bring any concerns to our attention in real-time, through the open lines of communication you had with us via WhatsApp or email. Alternatively, addressing these issues directly with the lodge management on site would have allowed all parties the chance to resolve them immediately and improve your experience during your stay.
Thank you for sharing your feedback. We hope that despite the setbacks, you were still able to enjoy certain aspects of your package, such as the unforgettable safari sightings, the tranquil natural surroundings, the delicious meals, and the luxurious accommodations at the lodge. We also trust that the smooth communication and seamless logistics provided by our company contributed positively to your overall experience.
Email Fernanda | 50-65 years of age | Experience level: first safari
Excellent service despite last minute lodge change. Kruger guide Edson was fantastic
Have had excellent experience with Danielle via email and whats app. Despite last minute change in lodge we have enjoyed Tshukudu lodge. Great service and sunrise sunset safari. Our guide Edson is amazing had a adventure packed Kruger day safari with a unique and unforgettable experience. Saw white lion mating. Dingo family. Leopard. Cheetah stalking. Elephant families with little ones. Zebras. Wilderbeast. Impala and so much more. Hipos and zebras. Lunch was in a great restaurant. Exceeded all our expectations.