Hi - this is Nikky Cooper, and since Jan 2008 (after our 2nd safari with Glorious Safaris) we were so impressed with Shadrack and the professionalism that exuded from him and his company that we decided to help by doing a website, and becoming the UK representatives with a long term view to moving to Kenya. (Hasn't everyone got that dream??). We are sincerely sorry for this person’s experience, and have done everything we could to try to resolve the matter in a professional manner, and have already taken steps to ensure that it will never happen again including sacking that driver. However I would just like to show the e-mail trail that led to the damning post below, and let you draw your own conclusions. (Also her partner’s initials are D Mc – coincidence?)
E-mail from Shadrack to the client once the problem had come to light (names removed to protect privacy, but otherwise completely unaltered)
Its my hope that you had a safe flight home and despite the slight inconvenience from our driver guide ( David) you had a nice holiday in kenya as a whole. Once again on behalf of our team at Glorious safaris i personal would like to apologies for the issues you raised on the driver guide which were, fast driving in the park and on the highway leading to him being pulled aside by the traffic, He was mum to you in tsavo west but the first part in tsavo east he was okay, hence being unfriendly. with all these issues i sincerely do apologies once again.
On ending your safari, you requested for the drivers phone to call me which he did, but half way through the phone went dead as the battery charge was gone( understandable after having been on safari for 3days), i immediately tried to call back but the phone was off due to being off power. You had mentioned that you don't feel you had 3 days worthy of game drive and that you wanted 50% refund and if not granted you were going out to let the whole of UK know so they dont book with Glorious safaris.
Our driver guide was supprised at this and you even mentioned i had switched the phone off on you which wasnt right, and thus you told him off saying you were not even gong to give him any tip and you left.
I tried calling your international line immediately but it was on voice mail and thus i left a message that i will be coming to voyager to see you the following day, but would call first which i did and came to see you.
I had your side and you agreed that game drive was good, you saw lots of animals including the big five and the wild dogs which are rare . I mentioned to you that indeed the driver admitted he had driven first in some sections during the game drive but this was all because he had heard of some lions at some place, which you also saw and he was sorry for this.
You did not agree to my offer of a city tour as you said you had something booked already, and insisted on having the refund.
I declined to this with reasons that you had your game drives as per the itinerary, never missed any, the accommodation booked was as per the itinerary, apart from the driver being fast we delivered what we promised so honestly see no need of refund, not that refunding is a problem to us as have made even 100 % refund but where there is justification.
You walked away saying you do websites for a leaving and you were going to make sure i lose 10times. This exclamation was not fair and just as much as we cannot stop you from your intetions . we feel we should register our apology to you and also let you know that we have embarked on serious training on the external drivers we sub hire to ensure such a thing will not happen to any of our guests again. please also note we have extended to you a safari at cost to you or your relatives that you will introduce to us coming to kenya in the near future soon.
Once again we thank you for having selected Glorious safaris.
Kind Rgds and God bless
Shadrack K. Kahindi. Managing Director. Glorious Safaris. P.O. Box 34158. Nyali Mombasa. Tel +254 41 476518 Mob Tel 0733 239412, 0727672865 Email email@example.com or. firstname.lastname@example.org website.www.glorioussafaris.com
8 days later we received the following e-mail:
just a quick repsonse you sent to xxxxxx , firstly I did not ask for half the money to be refunded, I actually said, the ball was in your court and I expected some sort of refund, at no time did I mention an amount, I left that to you, hoping you had a small amount of decency, and see that the safari you organised left a lot to be desired. Seeing animals is not all there is to a safari, a large part of any guided service, is the interaction of the guide and the customers, his communication skills and his knowledge of animals, local environment, and the park itself. This is where you safari failed.....
My partner and I are about to post reports on your company, and our experience, I expect anyone who reads our reviews to be very reluctant to book with your company..
I told you, I intended to make sure this would hit you where it hurts, and ensure that people were made aware of your actions and disregard for your customers experience.
This will be step one, one of many I shall be taking to get the result I want....