Travel reviews by The K family from Berkshire
A memorable family holiday
On this trip, I visited Tanzania & Zanzibar between 12-Feb-2009 and 22-Feb-2009 and I travelled with 5 other people.
I was drawn to Expert Africa by the quality of the website and this was supported by Eleanor understanding our brief straight away and sorting the itinerary. However we felt really let down when we had paid (I was given a 24 hour deadline to pay) and then told we couldn't do it because availability had not been checked fully and neither the suggested internal flights or suggested hotel rooms were available! It was then a scramble to try to find something that worked, which was more stressful than it should have been, involving compromise and additional cost on our part.
The trip itself was a wonderful experience and our expectations managed well. Expert Africa clearly know the accomodation in Tanzania and despite the early hiccup did deliver a great family holiday
We are sorry that this traveller felt let down by the way that this booking worked, though we’re pleased that they ended up with a really great family holiday that they enjoyed so much.
Looking into what happened: they approached us on the 9th January, to book a family holiday for the February half-term. As usual, Eleanor sent a quote for the trip speedily, without delaying to check the availability of all the components.
After further discussions and amending this quote to suit these travellers even better, we arrived at a trip plan that they felt was perfect. We then asked these travellers for a booking form if they wanted to go ahead.
At this stage, we usually request a 10% deposit, which is only processed only when the trip has completely confirmed to the traveller’s satisfaction. (The full balance is then due eight weeks before travel.) However, in this case, we were already within this eight-week period, so we requested that the balance was sent with the booking form. As usual, this payment was held on file while we confirmed everything, and not processed.
When booking all the various components of this trip, some were unavailable. So we discussed the options further to find the most suitable available lodges for their trip. In fact, the final trip which we booked cost slightly less than the original one – although having discussed so many different options, we can understand why this traveller might have thought otherwise.
We never take payment for a trip that a traveller was not happy with. So only when this traveller was completely satisfied with what we had for them, did we processed their full payment – and thus confirmed the trip on the 23rd January.
We’re sorry if the various steps in this process weren’t clear, and have apologised to these travellers. In order to avoid this kind of misunderstanding reoccurring – we have created a new web-page explaining How We Work, which we hope will make our booking process clearer for future travellers.
I stayed at and have reviewed:
|Ras Kutani, Tanzania
13-Feb-2009 review: Friendly gem of a beach hideaway
|Lake Manze Adventure Camp, Tanzania
16-Feb-2009 review: An edgy, exciting camp
|Selous Impala Camp, Tanzania
17-Feb-2009 review: Great Safari at Impala camp
|Fumba Beach Lodge, Zanzibar
19-Feb-2009 review: Bad start but overall a beautiful place