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Kimkim Trip Reviews for Madagascar

3.8
Based on 2 ratings
Read 2 verified reviews by travelers who booked their trip to Madagascar on kimkim. You can also read reviews about kimkim on 3rd party sites including Google, TrustPilot and Yelp.

Great trip, horrible service by KimKim
Madagascar | Aug 26 - Sep 9, 2023

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Maia N.
Quincy, MA | Reviewed on Sep 22, 2023
The trip was great and the local guides were experienced and knowledgeable. However, when we had a problem, we called Stephanie for support 4 or so times over a two hour period, and she ignored our calls and sent WhatsApp messages saying it was not her problem. This is pretty unacceptable for someone whose entire job is to facilitate. If this is not her role, then it is not clear what service KimKim is providing apart from being a useless middle man that is taking money that would otherwise... Read more

The trip was great and the local guides were experienced and knowledgeable. However, when we had a problem, we called Stephanie for support 4 or so times over a two hour period, and she ignored our calls and sent WhatsApp messages saying it was not her problem. This is pretty unacceptable for someone whose entire job is to facilitate. If this is not her role, then it is not clear what service KimKim is providing apart from being a useless middle man that is taking money that would otherwise be going to locals.

Further, when we made it clear we were unhappy with Stephanie's handling of the situation she said she would ask KimKim customer service to reach out to us, they never did. It is unclear if Stephanie did not actually ask them or if KimKim does not care about their customers.

Overall, if this is how KimKim operates, I will not be recommending this service in the future. I will give direct contacts of my fantastic guides in Madagascar to anyone who would like to book a trip.

Local specialist: Stephanie Louw
Stephanie
Stephanie Louw
Local specialist in Cape Town | Replied on Oct 02, 2023
Dear Maia and David.

I want to express my gratitude for taking the time to write this review. I'd like to provide you with some "behind the scenes" insight to shed light on the situation.

Firstly, thank you for acknowledging that "The trip was great and the local guides were experienced and knowledgeable." We take pride in partnering with exceptional local providers, and I'm delighted to hear that, overall, we crafted an excellent trip for you.

We understand that challenges arose on the... Read more

Dear Maia and David.

I want to express my gratitude for taking the time to write this review. I'd like to provide you with some "behind the scenes" insight to shed light on the situation.

Firstly, thank you for acknowledging that "The trip was great and the local guides were experienced and knowledgeable." We take pride in partnering with exceptional local providers, and I'm delighted to hear that, overall, we crafted an excellent trip for you.

We understand that challenges arose on the morning of August 29th, 2023, at around 9:00 AM when we informed you of the boat transfer cancellation due to adverse weather conditions. We immediately began working on an alternative plan, considering Sainte Marie as an option. However, logistical constraints, including limited flight availability, complicated matters. During this period, you expressed your preference for Nosy Be, and although we had initially suggested Sainte Marie, we proceeded with your choice.

Subsequently, we had to secure flights and sent you a payment link. Unfortunately, internet connectivity posed challenges, making it difficult to process the payment. As a workaround, we proposed that our guide, Nomena from Sense of oceans, make the payment on your behalf, with the intention that you could reimburse Nomena in cash, although this was not the ideal arrangement.

At 10:13 AM, we reached out to KimKim and explained their service fee policy for transactions conducted on the platform, including covering credit card fees. We also suggested that you contact your travel insurance company to inquire about potential coverage for events cancelled due to adverse weather. This could potentially include reimbursement for service fees.

On the same day, August 29th, we informed KimKim customer support that you wished to speak with them. We received the response that "customer support will reach out to them when they come online." While I'm uncertain if they contacted you, we did formally request their assistance in reaching out to you via written communication.

Throughout this process, there was extensive back-and-forth communication, searching for suitable flights, liaising with KimKim, and exploring alternative solutions. All of these efforts were aimed at swiftly resolving the challenges you faced, ensuring you could continue to enjoy your holiday. I apologize if you felt your concerns were not taken seriously; we were wholeheartedly dedicated to finding suitable solutions within a tight timeframe.

Your feedback is greatly appreciated, and we are committed to enhancing our communication, making it more informative and robust in the future.

Thank you for your understanding.

Warm regards,
Stephanie

A long safari made pleasant by meticulous planning
Madagascar | Jul 3 - Aug 2, 2022

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Shirish P.
Rochester, NY | Reviewed on Aug 23, 2022

Lucy was meticulous in organizing our trip. She happily juggled things around as our preferences . She was available whenever we ran into a glitch (of which there were not many) but her timely interventions were reassuring. All the places of accommodation that she chose were unique and comfortable. Perhaps, one day I will do a tour of boutique hotels of southern Africa!
Five star sites/experiences: Robben island, Penguin Colony, Sandwich harbor, Ongava Lodge, Helicopter ride over and into Okavango. Mbangula Lungile, the guide who took us around Soweto.

Local specialist: Lucy Berndt
Lucy
Lucy Berndt
Local specialist in Cape Town | Replied on Aug 24, 2022

Hi Shirish
Thank you for your review. I am so pleased you had a wonderful journey exploring so many of our African Countries! We look forward to planning your next trip, as we sure do have so many beautiful boutique hotel and lodges, each offering unique and experiential offerings. Till then please take care.
Many thanks
Lucy