The trip was overall ok but I was upset that I did not have any access to laundry during the Safari portion of my trip despite reassurances of availability of quick laundry services in the camp prior to my travel. When I asked the staff early in the morning, I was told that they don't do laundry and when I asked the manger later in the day, he told me that it was too late to do laundry despite the fact that I have asked the staff at 5:30 in the morning. In other words, I was stuck with wearing dirty clothes for several days as I was not able to pack many clothes due to the baggage size limitations. The services at one of the restaurants at Ole Sereni (the one on the fourth floor) were suboptimal and unprofessional. When I arrived to the resort in Mombasa, the receptionist asked for a voucher but I told him that my travel agency stated that I did not need one. He said if you do not have a voucher then you are entitled to one meal per day. I told him that my itinerary states that breakfast and dinner were included in my package and that I am more than happy to call the agency immediately. The receptionist then said that there is no need and it will be ok! The rest of the trip was ok.
The safari trips were great and the guides were excellent.
I will pick a camp with reliable laundry services and different hotel and resort.
TRAVEL COMPANY COMMENTS:
We are genuinely sorry our client had to go without laundry service at one of the camps at which she stayed, and realize she likely took less clothing on the trip than normal, assuming she could do wash at each stop. While we did not advise her that laundry service was included in the rate at this particular property, typically a camp will offer laundry service at a cost. I have contacted the lodge group owner regarding this situation and they have advised they are reconsidering their entire laundry program at their various lodges as a result of this situation.
We also know it can be frustrating to get a less than stellar meal, even at an airport hotel, or have a moment of anxiety regarding any arrangement we have made.
We worked very hard during the planning process to address many questions from our client, stay within her tight budget (including a single supplement) and offer her a safari experience away from big mass market safari lodges on safari in a private conservancy adjacent to the Masai Mara, all on a very last minute basis. We felt we had succeeded: we were able to provide her with a weeklong safari including all meals and drinks on safari, breakfast and dinner at the beach, charter flights Nairobi-Masai Mara-Nairobi Nairobi-Mombasa, Half Day of Sightseeing in Nairobi with her own private guide and vehicle, private transfers, a 1st class train ticket and a balloon safari over the Masai Mara, all at properties that are in keeping with the limited budget parameters she had set. In fact, in her review, our client said the safari and guiding were “excellent” (which are always our top priorities).
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