South Africa Safari Review: Johannesburg, Soweto Tour

Spent more time on safari, and skipped the Johannasburg/Soweto tour.

Travel Company's Comments

Dear Tracy

Thank you very much for your comments and we are so glad that you enjoyed the itinerary that we put together for you.

I would just like to address the issue of the room type booked…

You decided to change your dates for the holiday and at that point, the standard room at your game lodge was not available for the new dates due to a group booking. So we book one of the Luxury Bush Suites for you and this was what you paid for and this was what was confirmed to you.

Later you asked us to try to book you into a standard room (as the Luxury Bush suites do not have same view of the waterhole, even though they are much smarter). We replied that we had put in a request for this. However due to the group booking, the standard room never became available and so the booking remained in the smarter room type. If it HAD become available, we would have informed you of course, AND we would have owed you a credit (as the standard room is less expensive than the luxury suite!) We did neither of these things, so we were very surprised when you were so upset that you were not in the standard room. All our documentation continued to say – as it always had done – that you were in the Luxury suite.

We were mortified that you were so upset that you were not in the room you assumed you would be in. We immediately tried to change your room but this was not possible (still no standard rooms for your full stay). We arranged for some complimentary wine. Whilst not accepting that we did anything incorrect, we wanted you to feel happy about your holiday and so we also arranged a complimentary private tour in Johannesburg at the end of your stay at our own cost. I feel that we really tried to make you feel happier.

I guess the learning point from this is that ideally my consultant should have reiterated to you that the standard room had NOT come off the waitlist – so that you didn’t expect it. But similarly I do think that you cannot assume that this has happened just because you hope that it does? All our documentation (itinerary, summary of services and vouchers) still said the Luxury Bush Suite.

All the best,

Kate