suntrek safaris

Sun Trek Safaris Review

by Eric Morley (England)

Safari Operator Performance

Accommodation and food, typical day, disappointments, tips and advice, more masai mara safari reviews.

Well, let me start with good stuff, our tour guide as very well experienced, was always on time and was able to do his utmost. He was mostly very mechanical (like a stripper’s love-moves). He would not stop the truck where there was plenty of tourist buying stuff…stating “safety” reasons. He stopped at selected few places where he probably got commission for our purchases…well that is norm, so we dealt with it.

Business end of it all: It was an absolute displeasure dealing with the office staff. It comes as a great surprise to me that this kind of misfits still exists in the service industry. The office attitude (the main contact- I will call her as “X”) can be best described as cocky, uncouth, misleading, manipulative and overbearing to say the least.

Issue one: After we made our initial deposit, X nearly disappeared for a week and did not reply to our emails/calls until we called the owner all worried. The X’s replied (the next day) on phone (my wife called her)”it takes time to book etc” and X started yelling at my wife until I overheard the conversation and pitched in to defuse the situation. The same X was on regular emails/phone calls before we confirmed/made a deposit. X changed after we had scanned our credit card and made half deposit. We understand that it takes time to confirm booking but what’s with not replying to the calls and/or emails, worst yet, yell at customer? Remember, how does someone sitting in US even know that the person that receiving my credit card scanned copy over email in Africa is not siphoning thousands? I had to get on phone with my credit card company to authorize certain amount and close the card right away.

Moving on….

Day one, we were told to be ready by 7:30 AM to begin our journey (we had travelled for 24 hours straight and had only reached our hotel at around 11:30 PM ish the day before) and on the way out, we would stop by the office to settle the remaining balance. The guide picked us up on time and well, “X” decided to walk in leisurely. This is despite our guide calling X way ahead and letting know we were on the way. Ok traffic…right? It happens. Let’s not make a big deal…

Issue two: We were travelling to other countries after the safari and hence we had two extra bags per person. We obviously did not want to lug around the baggage and hence asked for storage (if at-all possible) at the time of booking. X said “sure”…

When asked where we can put our luggage and the name of the cab driver that would pick us up at the Airport, X’s answer was in CAPs in green font and underlined. Writing in CAPs and underlining is called screaming (again?)…I can read and hear just fine. What’s with green font? I thought only government dignitaries use green pen/font. While X was yelling and screaming, she got my wife’s name wrong again and again. Ok, no big deal…let’s look at the larger picture.

Issue three: Through our correspondence, we had established that Suntrek would pick us up and as well, drop off to the airport. Well, that all changed once our safari was complete…we went to pick up our baggage and X dropped a bomb stating that since we were not leaving Kenya the same day as we completed the safari, the “complementary” drop off was not being honored. Or in her words, “she never committed to that”…seriously? I’m all furious at this time…

Me: Can I please talk to your owner?

X: hmm hmm…Peter can check if there is a car free for drop off on-n-so date?

(2 seconds)

Peter: Yes, maam.

Me: Thanks Peter, I will be waiting for my cab at 12:00 PM.

I picked up my bag and left….

Issue four: During our initial conversation, we had mentioned we do not need penultimate luxury hotels. Yet, all our commendations was bumped upto full luxury stating “safety” and ”availability” reasons. It was only apparent at each (atleast two) destination that they were rooms available for lesser cost. Well, I have never been to Kenya…there goes thousands of $. Also, there is cheaper travel option available, it’s called a "van", but X never thought that it was prudent to present that option to us! We only came to know that a van or a mini bus as they call it was available through our guide.

Issue five: We stayed at local hotel after our safari and the cost distribution was per person and not for a room. We paid for all our food etc, so why per person cost? X, that’s the way it is…

Rest assured, we will be going back to Kenya but not with Suntrek ever…

FYI....this is their website:

http://www.suntreksafaris.com/

Why don't you post "X"'s name? Name and shame? I'm sure Mr Lakhani, the owner, wouldn't be too happy to know about this unprofessional behaviour from his excuse for an employee...

Shame on her and the company. Surely you are NOT the first person to have encountered unprofessional, rude behaviour.

Also, complain in writing to KATO, since Suntrek is a member, and see what if anything, comes of it.

At the very LEAST you should be reimbursed for the difference between the standard rooms which you requested, vs the higher priced rooms you were given for bogus reasons.

This is absolutely true - and it's primarily because, if you terminate someone (read "local"), no matter how bad they are at their job, they will invariably find absolutely any way to ruin your business once they are gone, from calling in City Council to hassle you about licences you didn't even know you were supposed to have (and in most cases, don't - it's pure bribery/blackmail) to calling in Immigration to hassle any non-black employees you might have. A friend of mine recently terminated the employment of two locals who were caught stealing from him. After they left, he and his wife received death threats and City Council turned up on his doorstep demanding that he make "improvements" to the workplace - to a total of nearly KES1,000,000. Because he is a good man, he got the money together and made the damned improvements. Personally, I would have declared the business bankrupt and fired the lot of them. But the kind of mentality we're talking about doesn't see the bigger picture or care about the colleagues they left behind. They just want their "gibs". And that is why business rarely succeeds here.

The whole situation is a joke - except if you are the one receiving threats (happened to me in May after getting rid of someone inciting racism against my white/mhindi employees).

I'm truly sorry for your experiences.

Thanks FL410 for "validating" my admittedly limited experience with why lousy employees--even those the employer KNOWS are lousy--are kept on. Gpsh, i didnt reallze it was for those reasons, which are much nastier than simple favoritism/who knows who etc

How awful --and scary--to be in the middle of a situation like that of your friend or you. I supposethat M.O. will not change until the people at the top in govt and business crack down. Anyone holding their breaths for that? (-;

I would love to post the name but that will not serve much purpose other than protrude hatred and disgust towards a single person. Our trip was ruined because of all the anxiety and poisonous atmosphere she created, there is no two ways to it. We travel quite a bit but this was the one of the worst we have seen so far.

My objective is bringing caution to tourists that is considering this company. Reason being, we only choose this company based on reviews online but obviously we got the short end of the deal.

I have sent an email to the owner (Nish) and he has acknowledged the email as well. Since she was part of the team Suntrek, let’s leave it at that.

Understood. So sorry for your experience.

This topic has been closed to new posts due to inactivity.

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Suntrek Safaris review (exercise caution ) - Kenya Forum

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Suntrek Safaris review (exercise caution )

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Well, let me start with good stuff, our tour guide as very well experienced, was always on time and was able to do his utmost. He was mostly very mechanical (like a stripper’s love-moves). He would not stop the truck where there was plenty of tourist buying stuff…stating “safety” reasons. He stopped at selected few places where he probably got commission for our purchases…well that is norm, so we dealt with it.

Business end of it all: It was an absolute displeasure dealing with the office staff. It comes as a great surprise to me that this kind of misfits still exists in the service industry. The office attitude (the main contact- I will call her as “X”) can be best described as cocky, uncouth, misleading, manipulative and overbearing to say the least.

Issue one: After we made our initial deposit, X nearly disappeared for a week and did not reply to our emails/calls until we called the owner all worried. The X’s replied (the next day) on phone (my wife called her)”it takes time to book etc” and X started yelling at my wife until I overheard the conversation and pitched in to defuse the situation. The same X was on regular emails/phone calls before we confirmed/made a deposit. X changed after we had scanned our credit card and made half deposit. We understand that it takes time to confirm booking but what’s with not replying to the calls and/or emails, worst yet, yell at customer? Remember, how does someone sitting in US even know that the person that receiving my credit card scanned copy over email in Africa is not siphoning thousands? I had to get on phone with my credit card company to authorize certain amount and close the card right away.

Moving on….

Day one, we were told to be ready by 7:30 AM to begin our journey (we had travelled for 24 hours straight and had only reached our hotel at around 11:30 PM ish the day before) and on the way out, we would stop by the office to settle the remaining balance. The guide picked us up on time and well, “X” decided to walk in leisurely. This is despite our guide calling X way ahead and letting know we were on the way. Ok traffic…right? It happens. Let’s not make a big deal…

Issue two: We were travelling to other countries after the safari and hence we had two extra bags per person. We obviously did not want to lug around the baggage and hence asked for storage (if at-all possible) at the time of booking. X said “sure”…

When asked where we can put our luggage and the name of the cab driver that would pick us up at the Airport, X’s answer was in CAPs in green font and underlined. Writing in CAPs and underlining is called screaming (again?)…I can read and hear just fine. What’s with green font? I thought only government dignitaries use green pen/font. While X was yelling and screaming, she got my wife’s name wrong again and again. Ok, no big deal…let’s look at the larger picture.

Issue three: Through our correspondence, we had established that Suntrek would pick us up and as well, drop off to the airport. Well, that all changed once our safari was complete…we went to pick up our baggage and X dropped a bomb stating that since we were not leaving Kenya the same day as we completed the safari, the “complementary” drop off was not being honored. Or in her words, “she never committed to that”…seriously? I’m all furious at this time…

Me: Can I please talk to your owner?

X: hmm hmm…Peter can check if there is a car free for drop off on-n-so date?

(2 seconds)

Peter: Yes, maam.

Me: Thanks Peter, I will be waiting for my cab at 12:00 PM.

I picked up my bag and left….

Issue four: During our initial conversation, we had mentioned we do not need penultimate luxury hotels. Yet, all our commendations was bumped upto full luxury stating “safety” and ”availability” reasons. It was only apparent at each (atleast two) destination that they were rooms available for lesser cost. Well, I have never been to Kenya…there goes thousands of $. Also, there is cheaper travel option available, it’s called a "van", but X never thought that it was prudent to present that option to us! We only came to know that a van or a mini bus as they call it was available through our guide.

Issue five: We stayed at local hotel after our safari and the cost distribution was per person and not for a room. We paid for all our food etc, so why per person cost? X, that’s the way it is…

Rest assured, we will be going back to Kenya but not with Suntrek ever…

FYI....this is their website:

http://www.suntreksafaris.com/

Why don't you post "X"'s name? Name and shame? I'm sure Mr Lakhani, the owner, wouldn't be too happy to know about this unprofessional behaviour from his excuse for an employee...

Shame on her and the company. Surely you are NOT the first person to have encountered unprofessional, rude behaviour.

Also, complain in writing to KATO, since Suntrek is a member, and see what if anything, comes of it.

At the very LEAST you should be reimbursed for the difference between the standard rooms which you requested, vs the higher priced rooms you were given for bogus reasons.

This is absolutely true - and it's primarily because, if you terminate someone (read "local"), no matter how bad they are at their job, they will invariably find absolutely any way to ruin your business once they are gone, from calling in City Council to hassle you about licences you didn't even know you were supposed to have (and in most cases, don't - it's pure bribery/blackmail) to calling in Immigration to hassle any non-black employees you might have. A friend of mine recently terminated the employment of two locals who were caught stealing from him. After they left, he and his wife received death threats and City Council turned up on his doorstep demanding that he make "improvements" to the workplace - to a total of nearly KES1,000,000. Because he is a good man, he got the money together and made the damned improvements. Personally, I would have declared the business bankrupt and fired the lot of them. But the kind of mentality we're talking about doesn't see the bigger picture or care about the colleagues they left behind. They just want their "gibs". And that is why business rarely succeeds here.

The whole situation is a joke - except if you are the one receiving threats (happened to me in May after getting rid of someone inciting racism against my white/mhindi employees).

I'm truly sorry for your experiences.

Thanks FL410 for "validating" my admittedly limited experience with why lousy employees--even those the employer KNOWS are lousy--are kept on. Gpsh, i didnt reallze it was for those reasons, which are much nastier than simple favoritism/who knows who etc

How awful --and scary--to be in the middle of a situation like that of your friend or you. I supposethat M.O. will not change until the people at the top in govt and business crack down. Anyone holding their breaths for that? (-;

I would love to post the name but that will not serve much purpose other than protrude hatred and disgust towards a single person. Our trip was ruined because of all the anxiety and poisonous atmosphere she created, there is no two ways to it. We travel quite a bit but this was the one of the worst we have seen so far.

My objective is bringing caution to tourists that is considering this company. Reason being, we only choose this company based on reviews online but obviously we got the short end of the deal.

I have sent an email to the owner (Nish) and he has acknowledged the email as well. Since she was part of the team Suntrek, let’s leave it at that.

Understood. So sorry for your experience.

This topic has been closed to new posts due to inactivity.

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Suntrek Safaris

Sun Trek Safaris is one of Kenya’s finest tours, safaris and travel companies, specializing in short excursions, extended safaris, specialist and tailor-made travel and safaris, car hire, hotel and safari lodge bookings and much much more… We cover the whole of East africa – Kenya, Tanzania and Uganda. With our centrally based headquarters in Nairobi, Kenya and affiliate offices in Arusha, Kampala and Dar-e-salaam, we offer the Best in African Safaris!

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Suntrek Safaris- A Word of Caution - Kenya Forum

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Earlier this year we booked a ten day August 2011visit to the Masai Mara with this company. There were four of us in the group and our primary aim was to try and photograph the Wildebeest migration crossing the Mara River. A member of our party had used Suntrek the previous year for a family safari and found them satisfactory. A secondary aim was to photograph birds. With this in mind we specifically requested two camps, one to be near to the Mara River, a driver with good knowledge of birds and with a driver/vehicle which would be available for full day game drives. All these were promised and upon confirmation a deposit of 50% was paid to Suntrek and International flights booked in the UK. Months later we were told that the camp near to the Mara River was not available- never had been- and we were offered alternative accommodation miles away from the river and next door to our first camp. Having paid the deposit and booked flights we had no alternative but to accept the situation.

The driver/guide Lawrence turned out to be an elderly man who had no intention of spending all day on safari, had no interest in birds, had poor eyesight and little interest in most wildlife saying that he had seen it all before. He said that his favourite activity on safari was “sleeping”. Luckily the four of us have been on safari many times and were able to spot wildlife for ourselves. The ten days was fraught with confrontation and Lawrence went out of his way to be as difficult as he could be. We missed several crossings solely due to him deliberately taking a longer route or just driving very slowly. Following our return to Nairobi, the same driver failed to pick us up from the hotel for our International flight .

Complaints were made to Patricia in the office (she had handled our booking from the outset) when on safari and we followed this up when we returned to the UK. Apart from one quick acknowledgement from the owner, a Mr Lakhani, who promised to investigate the matter, we have heard nothing more from the company.

I would strongly advise to take care if you are booking a safari with this company. You may not get what you expect.

Hey Mzee, back with a bang!

I'm hearing a full peel. Strange that the previous OPWs have never posted anythings else since on TA . . .

Guess Mr Lakhani is still dragging his heels despite dealing with Peter's case personally. Leading by example?

After reading the comment above I have changed my mind about booking our December Mara safari with Suntrek even though they came back with the cheapest quotation thus far. Thanks Peter for your post and I emailed Suntrek telling them exactly the reason why we opted not to book with them. I take it you never heard from KATO either.

Hello PG25. There was a little flurry of correspondence in May but still no reponse to my original complaint. I don't think that Suntrek ever intended to deal with the matter.

As regards KATO the last e-mail I had from them was in May when they said :- "I take note of the latest exchange but would, at this stage, wish to reserve my comments since this is a matter that is before the Ethics Committee.The best option would therefore be to appraise the Committee of the current impasse and seek their advice on the way forward.Kind Regards,

Fred Kaigua Chief Executive"

As it's coming up for a year I don't propose to chase any more. Life is too short and there are places to see.

Have a wonderful trip in December. We have never been to the Mara in the what I assume will be the green season. Should be interesting.

Sometimes it is not the actual incident that matters but how one responds to it. I believe that Suntrek has not given proper attention to this matter and therefore has made a mistake. Thank you Peter for your advice because I have made a decision to not go with Suntrek. Although there is no definite answers I do believe that your actions has helped me not to take chances with a company that does not respond to unsatisfactory service.

Thanks and hope that you have a more pleasant travel down the road.

Peter ıf ı were you ı would have contacted suntrek as you had there emergency numbers and ask for another drıver guıde as u had all those days ın mara.what are emergency numbers for? Eg ın your country ıf you have an emergency what would you do? I wıll answer that(call the relevant authorıty)ın thıs case ıts suntrek.

When we were planning our modest trip in May, 2012, Mr Clarke's experiences certainly gave us pause. The company was recommended to us by local friends and, while we are aware that personal connections in Kenya do make a difference, I sincerely believe that Suntrek handled our concerns with absolute professionalism and supreme patience!

Before settling on Suntrek Safaris, we contacted several other Nairobi -based companies but all of the quotes we received for a comparable trip were far beyond our budget. Suntrek gave us the personal attention we needed to plan a trip that incorporated adventure, comfort, and safety, all at an affordable price. What with the many crossed emails, time differences, and the complexities of transferring funds to Kenya, I’m amazed we got everything sorted as well as we did.

As for the safari itself, I suppose it’s luck of the draw but I do think the driver assigned to us was one of the best and that made all the difference! Driver Duncan was great at spotting game, definitely knew his birds, and always seemed to put us in the right place at the right moment. (My close-up encounter with a cheetah is an experience I shall never forget!) I should also mention that Duncan's driving skills got us through some of the roughest, muddiest roads I have ever experienced in my life.

Suntrek’s accommodation choices all turned out to be good to excellent. I researched them all before we left the US so I knew we wouldn’t be staying in top tier lodges. However, I think Suntrek did the best they could while keeping within our budget constraints.

While we were on safari, the staff at Suntrek kept tabs on us via two-way radio. Communications in Kenya are definitely not up to American standards but we were impressed that on several occasions, our driver received a call from someone at Suntrek who was making sure all was well. All very reassuring and another reason why I feel confident recommending the company.

Well that is as maybe Arizonakiwi but the fact remains that Suntrek seem not to care when things do go wrong. As they obviously did in Peter's case. and to make matters worse they appear not to care that they have lost their KATO membership, if indeed they ever did, which speaks volumes for the utility of KATO as well.

Nobody is saying 'don't visit Kenya', what people are saying is don't trust Suntrek Safaris until Bwana Lakhani has got his act together. Your money can be better spent with a more reliable and caring outfit.

This topic has been closed to new posts due to inactivity.

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