chat with folks who have done similar trips, I could do this trip so much better a second time
[TRAVEL COMPANY'S COMMENTS]
Dear Ms. Hayes,I would like to respond to the travel review posted on Zicasso. Thank you for commenting positively on our company and for acknowledging that you were very happy with the services provided by our travel company and for stating thatin the future if you decide to travel to Africa again, you would be in contact with us. We apologize for the negative experiences you encountered with our safari operator in Rwanda and Uganda. We take our customer comments very seriously and do everything possible to avoid a reoccurrence. We have addressed these issues with the company as discussed below.Our office in Kenya has been in contact with each of the properties you visited and our incoming operator. The loss of your luggage in Brussels on your way to Rwanda was most unfortunate, as I know from similar personal experiences. Not having the proper clothes and equipment when tracking gorillas must have been rather unpleasant. We have requested our incoming operator to make every effort to assist our travelers when luggage is lost or delayed. I am confident they will takeour request seriously. Also, please note that one of the primary functions of our office in Kenya is to have a contact for our travelers to call in the case of any problems. Sarah, who runs our Kenya office has always been able to assist our travelers with problems that have arisen on their trip. Prior to departure on your trip we provide all of our travelers with Sarah’sdirect contact and strongly encourage all of our travelers to contact her in the event of any problems.The bugs you encountered during your trip are an ongoing problem, particularly pertinent in high rainfall, heavily forested countries. The hotel and lodges you used during your trip have been contacted and requested that staff take special care to ensure that rooms are sprayed prior to guests checking in and again in the evening while guests are at dinner.The reliability of ATM’s and the Internet in Africa is an ongoing problem. Connectivity is random, as I know from our own office in Kenya where during peak usage time connection is often intermittent. We have however discussed the issue you had with lodge managers, reminding them that most travelers want to pay by credit card as the carrying of sufficient cash to pay for incidentals is impractical. We have been assured that every effort will be made to rectify the problem.We do thank you for choosing our company and well done on trekking to see one of the most iconic animals in Africa.
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