We enjoyed our trip to Kenya and Tanzania.. t...
Tanzania | Jun 11 - Jun 25, 2025

H
Hema G.
Newark, NJ | Reviewed on Jul 10, 2025

We enjoyed our trip to Kenya and Tanzania.. the accommodation in all the places were very good and comfortable Except in Serengeti National park “ Heritage luxury tented camp “ . The word luxury should be taken out under the name ; this place is like a dump and under managed .. Tthere was no water flowing in the sink to brush our teeth or in the shower. When turn the faucet on in the sink, the faucet handle comes out .. there was no water/ hot water to take shower and the toilet do not flush .
the tent we stayed “ Thomason” should be sold a one person tent.. it is very small and dark , if 2 people are staying in that room , if sleeping at side closer to the wall to get out of the bed , you have to climb over the person sleeping or squeeze out from very space left between bed and wall ( I have bruised by doing that ) ..
we were part of group.. all the group members room lot more spacious then ours ( most of the room had a double bed and 2 single beds) ; I feel if all us paying the same price then all the rooms should be similar.. I feel we are entitled for some refund for not having decent quality room ( no running water; no flush able toilet, small and dark room & small space) .. this is unexpectable .. This place needs overall attention/ renovation and better management..

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This place is very very bad .. there was no water flowing to brush our teeth or to take shower, the toilet do not flush properly.. when we turn the faucet on, the faucet handle came off .. The wooden steps ( especially the bottom one) to main restaurant is not stable the tent we stayed is Thomason , which should be a one person tent with single bed .. the double bed was close to one side of the wall , getting in and out bed was since you have to climb over the person your sleeping with .. the tent is dark ( lights was covered with red shades) .. very disappointed with the quality of this place.. only good part is the animals roaming around near the camp and once we heard lion’s roaring near by .. This place requires overall attention/ renovation and good management..,

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Local specialist: Joseph Thuo
Joseph
Joseph Thuo
Local specialist in Nairobi, Kenya | Replied on Jul 17, 2025
Dear Hema, Thank you for taking the time to share your detailed feedback. We're very happy to hear that you enjoyed your trip overall and were satisfied with the accommodations in most locations throughout your two weeks Kenya and Tanzania. We’re very sorry, however, to hear about the two nights experience at Heritage Luxury Tented Camp. The issues you described with water, tent condition, and room assignment fall short of the quality and comfort we expect from our partners. Please know... Read more

Dear Hema,

Thank you for taking the time to share your detailed feedback. We're very happy to hear that you enjoyed your trip overall and were satisfied with the accommodations in most locations throughout your two weeks Kenya and Tanzania.

We’re very sorry, however, to hear about the two nights experience at Heritage Luxury Tented Camp. The issues you described with water, tent condition, and room assignment fall short of the quality and comfort we expect from our partners. Please know we’ve shared your feedback directly with the camp’s management and are pausing bookings there until we can personally confirm improvements have been made. We’re also reviewing this situation with the camp to see if they will offer some kind of compensation and will let you know what we hear.

We appreciate your honest feedback, which helps us ensure all future guests enjoy the high standard of service we work hard to deliver. We hope to have the opportunity to plan another trip with you in the future, with every part of the experience meeting expectations from start to finish.

Warm regards,
Joseph