CO
20-35 years of age | Experience level: first safari
Felt Scammed
Our contact was Samuel , who stole USD 1,000 from us for a service he never provided, claiming that the money had been stolen from him and that he would return it to us within one month. Once we were already there, we had no choice but to accept this. After that, he came up with lies about accidents and other excuses, and now more than seven months have passed. We know for sure that he ultimately kept the money.
We strongly recommend never using any kind of service or doing business with this company or with Samuel.
IT
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.
FR
50-65 years of age | Experience level: first safari
Avoid it at any time !
I am sharing my experience transparently, as I believe it's important for others considering this tour operator.
For a 7-day safari, I paid over $9000 USD.
Based on my experience, I felt the value received was significantly below what I anticipated, making it a deeply disappointing trip.
As an experienced traveler who has visited over 60 countries, this particular journey stands out as my most challenging and unsatisfactory travel experience to date. My personal belief, given what occurred, is that I was misled regarding the quality of the service.
Based on my personal experience, I would strongly caution others to thoroughly research and consider alternatives before booking.
I am available to provide further details that could potentially assist others in making informed decisions.
The lawyer is still on the file.
Sincerely, Francois
DE
35-50 years of age | Experience level: first safari
I felt totally scammed
I booked a tour to visit La Reunión.
The first bad impression came that AFTER we already paid the travel we got informed that the tour needs a minimum of 6 passengers. If not it doesn't take place or you can switch it into a private tour which is way more expensive.
I would think that this is an information you should give before the booking and not after.
As we go with a Cruise Ship we only have this 1 day to see the island so 3 weeks before we are going I asked if the tour is fully booked. I got a pretty quick answer that it isn't so I send a message that I would like to cancel and get a refund so I can book somewhere else, where it's a confirmed booking.
Since than I sent several messages but I didn't get any messages or my money back.
I can just recommend not to book with this company.
35-50 years of age | Experience level: first safari
Nothing nice to say here.
Explore Rwanda Tours should not be taken into consideration as a serious travel option. Communication is abhorrent and, in particular, customer service agent Grace frequently ignores messages, deflects concerns, and provides non-responses. Did we survive? yes. But several of our planned excursions were skipped. Coffee tour was planned on Christmas and was closed. Cave trek was abandoned because the caves were closed(and had been closed) for the past year due to an outbreak of a deadly virus. We chose specific accommodation options 10 months in advance only to find out 2 weeks before the trip that the company was unable to secure the lodging and we were forced into lesser options. Grace gave us false pricing for the lodging and has yet to refund us the difference between the two prices despite offering to do so. Currently she is ignoring my messages to speak to management with no resolution in sight.
Go to Rwanda, it is a beautiful country and full of adventure, but I recommend absoultely do not use Rwanda Tours
CH
35-50 years of age | Experience level: 2-5 safaris
I recommend You Do Not Use This Company — Our Tour was Unsafe, Disorganized, and they had Zero Accountability!!!
Our four day trip was plagued by serious safety issues, poor planning and zero professionalism . Day 1 STARTED 5.5 HOURS LATE with no explanation, costing us half the day or 1/8 of our trip. When we brought this up Big Apes told us we were brought to our destination, so they fulfilled their obligation, ignoring the fact that instead of enjoying the resort for 5.5 hours, we sat in the hotel lobby waiting for our ride that kept telling us he would be there any minute. The vehicle was VERY unsafe. Many seats lacked seatbelts and one seat literally CAME OFF THE FLOOR WHEN THE VEHICLE BRAKED. The driver admitted extreme fatigue even telling us HE “FELT DRUNK”, drove recklessly, nearly caused an accident, and even planned to drive until the vehicle ran out of gas on remote roads. Yep, he told us he intentionally planned to drive as far as he could down a remote road to get as close to the gas station as possible. Thank goodness we rolled in on fumes.
Water was not adequately provided as promised, the last hotel was AWFUL and not even close to the standard of the first two hotels (which surprisingly were actually nice) and at a border crossing the driver Walked Away From Me, Saying Nothing, Leaving Me Standing Alone In The Middle Of The Street At An International Border Alone
with no guidance. The “guide” provided no guiding at all, he just drove, was rude, and completely disengaged.
When these issues were formally raised, management refused accountability, dismissed the safety concerns, and offered to refund only the guide’s $40/day pay as compensation for a $4,000 trip.
This company omitted the most basic safety standards, organization, and professionalism. This should be a no-brainer, just go with another company and stay far away from Big Apes.
LT
50-65 years of age | Experience level: over 5 safaris
Avoid this company at all costs
We partnered with them to organize a group trip and transferred the agreed advance payment in full. Instead of using the funds responsibly, they spent the money and then, just two days before the trip, demanded that we transfer the same amount again, promising they would “deliver the trip now and refund later.”
This is not a misunderstanding — it’s a complete breach of trust and of basic professional ethics.
No travel company should ever operate this way. Their actions show a lack of financial integrity, zero respect for travelers, and a blatant disregard for legal obligations. A company behaving like this should not hold a tourism license, and its manager Mr Perminus Muturi should not be working in the travel industry at all.
For the safety of your clients, your finances, and your peace of mind: do not work with them.
65+ years of age | Experience level: over 5 safaris
Terrible !!
do not book with this company - they are all lies.
they use 3rd party operators and don't care what happens after you've paid.
most horrible of horrible of experience.
joshua,the so called manager does not respond. staff say ,i just work here, sorry.
4 day safari costing over $2300/person - unmarked vehicle used is falling apart ,old, windows hardly work, breakdowns on all 4 days spending hours repairing the vehicle.
less than half the day spent on safari. guide has no clue of lodges - gets lost every nite, driving around for hours in the dark.
3rd party operator used 5 different companies to transport us , none of them have ever heard of moria,including other company guides that we met. not one moria vehicle was seen, do they even exist.
sub standard accommodation used after showing lodges that they said we would be accommodated in. changed lodges without informing us until we on our way to safari.
do not part with your hard earned money, these guys are fake - they will desert you once you've paid . when staff are contacted they will say they have no authority - joshua is the manager.
i am spreading this far & wide in as many platforms as possible, don't don't book with these people please !!!
furthermore, I believe they are using locals to write fake reviews to make them look good - beware !!!!
After writing this - look at the response
the manager, joshua has come back to me - he says that breakdowns are acceptable due to road conditions - nothing can be done !!!
the strange part is that we did not see another vehicle that broke down, in other words ,they are not interested.
again - i urge all of you - do not book thru this company, you will regret it !!!
14th january 2026 - i write again as joshua undertook to get a refund for a flight i could not use due to the unrest - asked me to provide proof , which i did - has not bothered to come back to me and does not answer my calls - further proof that this company cannot be trusted.
just take a look at all the 5 star reviews - all written by locals, most have only written 1 review - all with a similar review - fake fake fake - all the real reviews are the 1 star which should be zero stars.
once again - do not book with this company - you will regret it !!!!
65+ years of age | Experience level: over 5 safaris
Trip cancelled with just 2 weeks notice. Still awaiting full refund
After 3 months, reluctantly, I feel I have no choice to post this review about my experience with Ngala Wilderness.
Last April, I booked and paid in full for a 2-week, photography based, trip with Ngala Wilderness at their base in South Africa, commencing 18th October 2025.
Two weeks before I was due to go, I received an email notice of cancellation, the reason being that the other 3 participants had cancelled, and it was no longer viable to run anymore.
Whilst I was hugely disappointed and had to quickly find an alternative trip, I was promised a full refund, which being Ngala’s decision to cancel my trip, you would naturally expect.
After 6 weeks (and much hassle), I received a part payment in mid-November – about 45% of the value of the trip. I am still waiting for the balance. And this is despite ongoing and protracted communications with the Director of Ngala Wilderness and promise of settlement.
I have spent a huge amount of time exchanging emails and WhatsApp messages with their Director. A lot of unsubstantiated reasons why I was not being fully refunded. Paypal being an easy option for them.
I feel I have been incredibly patient but it’s been over 3 months - it’s now January 20th 2026. It is totally unacceptable to withhold my refund for this trip.
I ca provide complete proof and documentation of my statement above.
SE
35-50 years of age | Experience level: 2-5 safaris
Unfortunately, we did not get what we were promised: a calculated and cynical move by Knap Tours
Hi,
It's heartbreaking to share this story, but I feel fellow travelers need to understand how Knap Tour operates - and communicates.
November 2, I was contacted by Knap Tours after I asked for a quote on Safaribookings.com
November 3, I talked to their MD on phone to make sure we were on the same page. He confirmed everything in writing.
November 4, I wired money for the 3day trip with Knap Tours
November 5, the trip, with accomodation was confirmed in writing
So far.... so good. But what was supposed to be a dream trip with my 12 year old daughter turned out to be a nasty surprise as we arrived to the lodge. Our guide received a phonecall 1 hour before we arrived. He said that the lodge was full, there had overbookings and standard procedure was to pass on guests to an Ostrich Farm. We refused as the plan was to stay at the lodge. We were offered another place, turned it down, and offered to be driven back to Cape Town with full reimbursement (6 hours drive... don't think so) and my daughter started crying.
I called the MD and asked what was going on and he told me he'd just been informed about the non existing Luxury Tent at the lodge. I found it all very suspicious.
During this converstation with the MD from Knap Tours, I was offered 10% reimbursement.
We had to stay at the new accomodation but upon arrival to the lodge the day after I talked to the MD and booking manager at the lodge who found it all very odd, so they checked.
Nov 3, Knap Tours asked for a reservation
Nov4, the lodge replied that they had no tents or any accomodation for NYE.
So... Knap Tours sold me something that was not theirs to sell. They lied about the process (the lodge confirmed this and told me they would never refer any guest to the Ostrich Farm) and they knew very well that we could not go back to Cape Town. They made a bet we'd accept it without a fight.
Fortunately the lodge was helpful and let us stay in one of their tents (just had a cancellation) for NYE.
When I asked for the 10% reimbursement once back, the MD was most rude to me and then ignored me and my messages.
So: be aware - these guys promise you things they cannot keep, they bet you are not willing to fight for what you have been promised and they are cynical and most rude.
Stay away from Knap Tours and make sure you chose a serious agency if you do a once-in-a-lifetime- trip
Honestly,
//Jakob