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Camper48473669588
we are just trapped and treated unfairly
Shemeji Safari的点评
点评：非常不友好的一家旅行社，忽略你的需求，突然改变收费利率，收了费用不安排行程，投递来回拉扯，不要使用他们。以下英文部份详细说明。
We are 4 friends and booked our trip to Tanzania from 09/24 - 10/4. And we’ve planned our trip like more than half year ago, we are so looking forward to have an impressive and unforgettable trip. But it turned out that we are just trapped and treated unfairly:
1) Request are neglected
during the book，we have highlighted that we need twin room(2 beds in 1 room), and the company had confirmed the request in our itinerary in the email. But it turned out that the company just ignored the request and there are always only 1 bed in 1 room.
During the Serengeti safari, we can overcome the difficulty as there is only 1 night and with the help of receptionist, we finally have 2 beds in one room. Although 1 is king size the other is baby size.
But when we arrived at Zanzibar, there are straight 3 nights! And when we turn to receptionist, he confirmed that there is no request for the room and it cannot be arranged. At the time I called Mirene, our customer service representative from the company, she just said I NEVER request!!!
2) forgot to arrange activities with payment
We booked dolphin adventure and but there no one knows the schedule onsite.
We check with the reception desk, they let us ask the excursions and taxi office. And the office asked us to wait at the front desk today at 6 am….
We just wait at front desk today at 6 am as we are told, but there is no driver, the receptionist tried to call someone to help. And we are waiting half an hour. The driver finally showed up and took us to the North saying the staff forgot to arrange the adventure to us. And because it is too late, cannot take us to the south, which list in our itinerary, he can only take us to the north as it is closer.
3) Payment change without notice
We are informed fully that the credit card payment rate is 2.5%, but when we pay it was updated to 3%. We find the balance is not right and reached out to the company and only when they told us that because the government changed the rate.
4) careless and time wasting
We have reported to the company on 10/1 and want to have a solution of the unhappiness, and till now 11/11 we don’t have the solution. And the reply just keep saying they are contacting accountant (don’t understand why need to contact the person) and asking the same question even though we have demonstrated exactly in the email of what we need and what happened.
the route of keeping letting us down in summary
A. the credit card payment rate rise from 2.5% to 3% without notice until we find the difference. And we accept it;
B. Full of lies: One of my friends reached out to Mirene to help know who is our pickup guy at airport. And Mirene replied she will contact me to confirm. And I never received her email so I have to write to her. And she wrote me back” she never got message from my friend” ( we have both WhatsApp and email record if you need). Again we accept it.
C. During the safari, the room is also only 1 bed. As you may know already. We accept it with the receptionist help.
When we back to Arusha, we immediately write back to Mirene that we are very happy with our arrangement as we want to know the time that pick up tomorrow! And of course, you may need to give credit to wild animals who help erase our unhappiness.
D. And finally our disappointment has reached to its ultimate level in Zanzibar when we step into our room. So I immediately write email to the company but they just keep pulling back and forth.
We truly want to know, the difficulty the company set for us is because we are Asian? or more specifically speaking, we are treated unfairly is because we are Chinese?
We are 4 friends and booked our trip to Tanzania from 09/24 - 10/4. And we’ve planned our trip like more than half year ago, we are so looking forward to have an impressive and unforgettable trip. But it turned out that we are just trapped and treated unfairly:
1) Request are neglected
during the book，we have highlighted that we need twin room(2 beds in 1 room), and the company had confirmed the request in our itinerary in the email. But it turned out that the company just ignored the request and there are always only 1 bed in 1 room.
During the Serengeti safari, we can overcome the difficulty as there is only 1 night and with the help of receptionist, we finally have 2 beds in one room. Although 1 is king size the other is baby size.
But when we arrived at Zanzibar, there are straight 3 nights! And when we turn to receptionist, he confirmed that there is no request for the room and it cannot be arranged. At the time I called Mirene, our customer service representative from the company, she just said I NEVER request!!!
2) forgot to arrange activities with payment
We booked dolphin adventure and but there no one knows the schedule onsite.
We check with the reception desk, they let us ask the excursions and taxi office. And the office asked us to wait at the front desk today at 6 am….
We just wait at front desk today at 6 am as we are told, but there is no driver, the receptionist tried to call someone to help. And we are waiting half an hour. The driver finally showed up and took us to the North saying the staff forgot to arrange the adventure to us. And because it is too late, cannot take us to the south, which list in our itinerary, he can only take us to the north as it is closer.
3) Payment change without notice
We are informed fully that the credit card payment rate is 2.5%, but when we pay it was updated to 3%. We find the balance is not right and reached out to the company and only when they told us that because the government changed the rate.
4) careless and time wasting
We have reported to the company on 10/1 and want to have a solution of the unhappiness, and till now 11/11 we don’t have the solution. And the reply just keep saying they are contacting accountant (don’t understand why need to contact the person) and asking the same question even though we have demonstrated exactly in the email of what we need and what happened.
the route of keeping letting us down in summary
A. the credit card payment rate rise from 2.5% to 3% without notice until we find the difference. And we accept it;
B. Full of lies: One of my friends reached out to Mirene to help know who is our pickup guy at airport. And Mirene replied she will contact me to confirm. And I never received her email so I have to write to her. And she wrote me back” she never got message from my friend” ( we have both WhatsApp and email record if you need). Again we accept it.
C. During the safari, the room is also only 1 bed. As you may know already. We accept it with the receptionist help.
When we back to Arusha, we immediately write back to Mirene that we are very happy with our arrangement as we want to know the time that pick up tomorrow! And of course, you may need to give credit to wild animals who help erase our unhappiness.
D. And finally our disappointment has reached to its ultimate level in Zanzibar when we step into our room. So I immediately write email to the company but they just keep pulling back and forth.
We truly want to know, the difficulty the company set for us is because we are Asian? or more specifically speaking, we are treated unfairly is because we are Chinese?
体验日期：2023年09月
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