The Travelvia Friends and E.
Google
OUR EXPERIENCE WITH NJINE KABIA AS A TOUR AGENT
As Travelvia Friends & Explorers, we were extremely disappointed by the service we received during our recent visit to Njine Kabia.
From the moment we arrived, the experience was disorganized and far below the standard expected when dealing with tour agents. At the entrance, we were forced to pay for different items separately, despite the fact that tour agents are normally allowed to conduct activities and settle the full payment at the end.
We spoke to the team at the entrance, and they agreed that we could pay everything later. We even registered the names of all our clients, as instructed.
However, once we reached the falls, we were again pressured to pay for everything, including a balance for food we had already booked and confirmed the day before. Because of this constant pressure, we were unable to begin any activity.
Regarding meals, we had ordered a buffet with two starches—ugali and chapati. Just minutes before lunch, we were informed that the chef responsible for chapati was not present, something that should have been communicated much earlier.
We raised our concerns with management about the unnecessary pressure and the attitude of the staff member assigned to us, but no action was taken.
Despite spending over KSh 30,000, a remaining balance of KSh 5,700 was used as an excuse to give us poor service, constant harassment, and very little cooperation.
Food portions were very small, and every time we requested something, we were repeatedly asked, “What time are you clearing your balance?”
Overall, the experience was stressful, unprofessional, and disappointing.
We value good partnerships with destinations, but this is not the level of service expected when bringing clients for a group experience.
