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:
- $7,936 to $20,408 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 Graciela | 20-35 years of age | Experience level: first safari
Strong Safari Guides, Very Disappointing Hotel Experience
Our experience with Shinzelle Safaris started very strong. We booked a 4-Day Kruger, Canyon & Boat Tour through them at what was described as a “Luxury Safari Hotel.” The itinerary was beautifully designed and was the main reason we chose this operator over others. Unfortunately, parts of the experience did not consistently meet the expectations we had.
Several communications were sent shortly before activities and contained multiple typographical errors, which made us feel uncertain about details. As this was my first safari, I would have appreciated clearer and more detailed communication in advance. Our package included dinner with a limit of R395 per person, but this detail was not clearly explained to us in advance, and we only became aware of certain limitations during the trip. Drinks, including water, were not included, which we discovered when we received the bill. Clearer communication about meal inclusions and limits from Shinzelle would have helped set expectations and avoided confusion. When we raised concerns about our hotel issues during the trip, Shinzelle did respond and assisted, which we appreciated at the time.
Most of our disappointment related to our stay at the Radisson Safari Hotel. In our experience, the property did not match what we personally consider a “luxury” standard. We were placed in a small ground-floor room at the back of the property. The accommodation photos shown in the itinerary did not reflect the type of room we received at all (nor were room categories ever mentioned or upgrades offered). The room itself would not have been an issue for us had it been clean and had we not experienced the other problems.
The floors in our room were so dirty that our clean socks turned black shortly after walking around the room. We had to raise this concern four separate times before it was properly addressed. We also noticed what appeared to be mold or dirt (gross looking either way) in and around the shower area, which we also pointed out to them, and despite requesting extra towels more than once, we did not receive them during our stay. Additionally, after using the pool, there was dark residue on my skin after touching the pool edges, which made me concerned about the pool’s cleanliness. Overall, we felt there were major management and service consistency issues at the hotel during our stay.
We had dinner at the hotel restaurants each evening and felt that there was major room for improvement on the service side. On one occasion, we asked for dessert multiple times before receiving it, and twice we were served incorrect items. The food quality varied from meal to meal. We did find the Pegasus restaurant to be better than the main restaurant. Again, nothing to drink was included in the bill and had to be paid for separately.
While many of the issues occurred at the hotel itself, our contract and booking were with Shinzelle Safaris. We raised our concerns during and after the stay and requested a partial refund specifically for the hotel portion due to the cleanliness and service issues described above. I followed up multiple times by message. After initial responses, communication stopped and we did not receive further replies regarding our request. From our perspective, the matter was not resolved and we did not feel our concerns were meaningfully addressed.
On a more positive note, the safaris themselves were excellent. Our first evening game drive was phenomenal. Our guide, Shane from MyAfrica, was outstanding. He actively tracked animals, positioned the vehicle carefully, and made a clear effort to give us the best possible sightings. We were fortunate to see four of the Big Five, including a leopard at close range.
Our full-day Kruger Safari with Jeffery from Shinzelle was also wonderful. He was knowledgeable and shared valuable insight about the park and wildlife. We also joined a half-day Panorama Route tour. In our personal opinion, this portion involved a lot of driving, and for us the highlight was Blyde River Canyon Reserve. We probably would not do this day if we were to book again. Our final morning private reserve safari with Tasmin again from MyAfrica, who did an overall excellent job, was another excellent experience, where we saw four of the Big Five, including an entire pride of lions.
In summary, the safari guides and game drives were the highlight of our trip and truly memorable. If we had not experienced the hotel issues, it would have been an otherwise great trip. However, the accommodation problems, communication issues, and our feeling that our concerns were not acknowledged or properly followed up on left us disappointed with our overall experience. We understand these things happen, but it is in my opinion, they should have done more to better address the situation. Afterall their website states: "We pride ourselves on our dedication to guest experience and service excellence. Your comfort, safety, and enjoyment are our top priorities, and we go above and beyond to make your journey seamless and unforgettable."
Reply from Shinzelle Safaris
Posted on May 11, 2026Thank you for taking the time to share this, Graciela. We are sorry your stay did not reflect the experience we work hard to deliver. The concerns you raised about the Radisson Safari Hotel, including cleanliness, room standard, and service consistency, were heard and taken seriously. Following persistent feedback that the property was not meeting the standard our guests deserve, and after the hotel failed to address the issues to our satisfaction, we discontinued this package entirely. It is no longer offered. We are glad the safari drives and your guides left a positive impression. That part of the experience is what Shinzelle Safaris is built on, and we will not compromise on the parts that surround it.
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.
AE
Email Roberto Rubio | 20-35 years of age | Experience level: first safari
Jeffrey, our Safari driver, was great; the rest of the logistic was below par.
The best part of the tour: Jeffrey, our safari driver, did what he could to show us some good sights. However, there are better months to see the big five at Kruger than September and October.
Good: Dinner at Gecko Lodge was good; the lunchbox they give you for taking early in the morning before your safari, not so much.
Below par: the rest of the logistics, poor communication, pick-up was late, lodge had some issues.
Overall: I would not repeat it, but it was a decent experience.
ES
Email Juan Molina | 35-50 years of age | Experience level: first safari
Tour guide Excellent. Administrative client attention very poor.
Jeffrey did an amazing job with full day Kruger Park, 5 stars. However client attention is not as it should be, they didn’t send any follow up messages for confirmation, I had to do the follow up even 9pm the day before the tour started.
Furthermore, Blyde River Canyon tour is super overrated, it should not cost more than full day at Kruger (€100 per person) since its only a drive to the places and payments of very cheap entrance fees.
We did couple of tours with other company, and client attention eclipsed this one, sorry guys, for that 4 stars maximum
Email Mark | 65+ years of age | Experience level: over 5 safaris
Great trip, Shinzelle more challenging than expected.
We had a 2 night safari, organized by Shinzelle. The 4.5 hour van transport to and from Hoedspruit, used by multiple safari tour providers, was comfortable with pleasant driver. 2 nights at beautiful Khaya Ndlovu, a private game reserve, included an evening safari drive (reserve staff guided) on our arrival, a full day tour of southern Kruger Park with a very intelligent guide arranged by Shinzelle, and an early morning safari drive (reserve staff guided) on our day of departure. We loved the location, as well as the comfort and beauty of the accommodations. The guides were smart, kind, and funny - top notch. The lodge staff were lovely, and all of the food was seriously outstanding. We were in southern Africa for another 2 weeks of safaries in the national parks of 3 different countries. Still, we very highly recommend doing the private game reserve experience - completely different and absolutely worth the time and money.
Challenges with Shinzelle started prior to leaving for Africa and continued until 2 months after our return. We don't know but it seems to be a one-person business, because when Danielle had an illness or her young child had an illness or she was traveling, etc. she was often out of touch. When we shortened our planned stay from 3 nights to 2 nights, well in advance of the trip, we did not receive a 'confirmation' of booking changes, nor an accounting of the refund, nor the refund. All of that took 4 months, multiple outreaches to Danielle, and great persistance on our part.
Great safari vacation, will use a different tour operator next time.
Reply from Shinzelle Safaris
Posted on Jul 26, 2023Dear Mark,
I hope this message finds you well. I am Brandon Smith, the active managing director of Shinzelle Safaris. I wanted to personally respond to your review and address the concerns you raised.
Firstly, I want to clarify that we are not a one-man band as you seemed to imply in your review. We take pride in our dedicated team of travel consultants who work hard to ensure our clients receive dedicated personalised service, In turn giving them a memorable experience.
Regarding your comments about one of our employees, Danielle, I must express my disappointment with the tone of your review. Your backhanded compliments followed by a personal attack on a working mom have had a severe impact on her. It deeply troubles me that your words have caused her sever mental distress. We value our employees as individuals with personal lives, not just workers. It is essential for us to foster a company culture that supports their well-being.
The package you booked and enjoyed was personally designed by me, drawing from my 20 years of experience in the industry. Our suppliers, itineraries, and rates are carefully curated to offer our clients the best possible value for their money.
Regarding your concerns about your queries during a time when Danielle was sick or taking care of her sick child, our company policy is to ensure there is someone available for emergencies and essential reservations are facilitated while an employee is on leave. Unfortunately, some clients choose to ignore the automated responses notifying them of the employees absence and choose to contact our staff through personal channels, invading their personal lives, even during odd hours.
While Danielle was understandably unavailable during her recovery, we always made sure that all aspects of your tour were well taken care of. In case of any legitimate emergencies, they would have been promptly handled internally.
As for the change in your itinerary and the subsequent cancellation of a night's accommodation and activities, our terms and conditions state a 100% cancellation policy within 30 days of arrival. However, Danielle sought a meeting with me to discuss your situation, and I decided to authorise a refund based on special circumstances, despite our policy.
It is disheartening to see that after receiving your refund, in return for this gesture, you chose to write a damaging review that could affect Danielle's livelihood and that of her child's. Please understand that your published review will have repercussions. We will no longer be able to grant special refunds in the future due to public attacks like this. Also, our business may lose reservations as potential clients might be influenced by your review.
I urge you to consider the consequences of your actions on individuals and their families before publishing such reviews. Our employees work tirelessly to provide excellent service and go above and beyond for our clients. It is essential to show empathy and understanding, especially when dealing with personal matters and challenges that can arise unexpectedly.
I operate on an open door policy and would have appreciated it had you first taken this matter up with me personally in order to come to an amicable resolution.
I sincerely hope that you will reflect on the impact your review could have on the lives of our team members. We strive to make every client's experience exceptional and deeply regret that you felt the need to share your dissatisfaction in this manner. Especially considering you enjoyed our packaged experience and the issue on hand is the service level you received in refunding you, when we were not under any obligation to do so.
Wishing you all the best in your future travels and decisions.
Sincerely,
Brandon Smith
Managing Director, Shinzelle Safaris
Energetic, accommodating and making it work.
We took the 4 day safari, and were pleased when we arrived to be upgraded to the Honeymoon Cabin. The room was large and comfortable, the bathroom modern and looked recently renovated. A hot tub was on the porch, as well as an outdoor shower. The camp was quiet, bordered by woods. All the members of the small staff were friendly and went out of their way to make sure we were comfortable. We took three safari tours in Kruger, as well as a tour of the beautiful Blyde Canyon area. Each guide on the safari was different, but we thought Jaden was definitely the best and was very knowledgeable about the wildlife and where to get the best sightings. The staff went out of the way to accommodate my vegan diet, however I would suggest that they offer all guests more locally produced fresh fruits and veggies. I was frustrated to see beautiful avocados and oranges being sold on the streets, but none being served. I would have much preferred having a nice fruit or avocado salad instead of "fake" meat. Also a fresh piece of fruit in every ones breakfast box (as other camps offered) would have been nice instead of a cake/muffin. Juice with a high sugar content can't replace fresh fruit.
ES
Email Diego | 20-35 years of age | Experience level: 2-5 safaris
Great deal in terms of price vs. quality
The overall experience was very good! We did the Safari and the Panoramic View.
Things to point out as positive:
- Knowledgeable guides (especially in the safari)
- Generally good communication
- Overall great service (they came to pick us up)
Things to point out as not so good:
- One day we had miscommunication
- First day there was quite a big delay in terms of entering the park that was weird because many people who arrived after us entered before us and we had to wait for quite a long time but it was not so bad
I want to leave clear that we would give a 4.5 stars but the system does not allow it. I would be great if Shinzelle Safaris could provide a small pdf with the planning of the day with some information and recommendations that one could print out.
Anyways, would repeat for sure! Highly recommended
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Email Ash | 35-50 years of age | Experience level: first safari
Issac was amazing!
We had the absolute pleasure on a safari with Shinzelle Safaris, and it truly exceeded all our expectations! The wildlife sightings were nothing short of incredible — we had up-close encounters with elephants, lions, and even rhinos!
Isaac was knowledgeable, passionate, and really made the experience come to life with their insights about the animals and the environment. Every day brought something new and exciting, and I couldn’t have asked for a better safari adventure.
If you’re looking for a truly memorable safari experience with an exceptional team, I highly recommend Shinzelle Safaris. They go above and beyond to ensure you have an adventure of a lifetime!