This is an extremely hard review to write.
We booked with Extreme Nature Tours for a 2 day/overnight tour which was to be the highlight of our trip. It wasn't at all cheap, but based on what we had been told we felt it was worth it and it so nearly was.
Positives first. We were very impressed with the service right from first contact - Steph was excellent and went out of her way to help - nothing was too much trouble and everything was arranged in a friendly and professional manner. Scott, our tour guide, was excellent – friendly, professional and knowledgeable and both he and Peter were exactly where they said they would be, when they were supposed to be. Overall we both had a good time, despite the weather on day one and missing the night safari.
All of the above makes the next bit such a disappointment. For a variety of reasons we wanted to do the game reserve tour in an open vehicle. We were there for almost 11 hours and their own e-mails went to some lengths to stress the advantages of an open vehicle over a closed one. The itinerary went into some detail about how we would transfer to the reserve in a closed vehicle, transfer to an open vehicle for the reserve, then go back to the closed one for the return journey. I have some problems with my neck and back which make a closed vehicle much more difficult for viewing. One of the reasons we picked Extreme Nature was because they had promised an open vehicle for the game reserve and we paid a significant premium for this over other companies who used cars/minibuses.
We were very disappointed therefore to find that we did the whole day in a closed car. We still had an enjoyable day, but on a number of occasions we missed photos or viewings when we had to clamber out of windows or try to fit us both into the same window to view. An open vehicle would have made for a truly great day rather just a good one. It was an expensive 'one-off' for us and not as special as it should have been. A major factor in the booking was the game reserve tour in the open vehicle and it didn't happen.
Given the way the company had been with us whilst booking we didn't make a big fuss. It clearly wasn't our guide's fault. It seemed likely that a mistake had been made and we e-mailed them afterwards to discuss what happened. Sadly, we have sent two e-mails, the first 11 days ago and the other 8 days ago, to both Steph and to Peter and have not had a reply. Given that it has never taken longer than a day or two, at most, to get a reply we can only assume that they do not feel the need to reply now that we have paid and left the country. We would like to think that this is not the case, but in the absence of any reply, can't see what other conclusion to come to. If we do hear from them with an explanation we will happily amend the review, but as it stands, find it hard to recommend them. I'm sure they are great if everything goes as planned, but part of business is dealing properly with things when they go wrong. The lack of the open vehicle promised and paid for spoiled the trip and it should have been addressed, not ignored.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
June 21, 2013
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All we can say in response to this is that it was pouring with rain and the wind was howling, it was cold and if you were in an open safari vehicle, all your camera equipment would have been ruined.
We were trying to make your day more comfortable for you.
Extreme Nature Tours
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.