Do not book !
Our experience with this company was extremely disappointing and unprofessional. The service was poorly organized, and the company failed to deliver on its promises.
We were transported in a van that was unsuitable for passengers and eventually broke down in the middle of the road. At no point were we informed of any luggage restrictions for our trip from Nairobi to the Masai Mara. When issues arose, rather than offering assistance, the staff humiliated us in front of other tourists.
Instead of ensuring that both we and our luggage reached our destination safely, we were told to either leave our luggage behind or place it on top of a jeep — where it was exposed to rain and became completely soaked. The vehicle was also overbooked, leaving some passengers cramped with limited visibility during a four-hour journey.
Throughout the safari, we were unfairly criticized and blamed by the agency for bringing luggage instead of backpacks, despite never being informed of any such requirement beforehand. When we attempted to raise our concerns, the company refused to take responsibility and insisted the fault was ours.
This experience was mentally exhausting and deeply frustrating. We are currently exploring legal action against the company. I strongly advise others not to book with them
Reply from Sun Summit & Safaris
Thank you for taking the time to share your feedback. We are sorry to hear that your experience did not meet your expectations. As a company, we take all client concerns seriously and appreciate the opportunity to clarify the situation.
This was a group safari where several guests shared the same transfer vehicle from Nairobi to the Masai Mara. While our booking documents and pre-departure information normally specify soft bags or backpacks only, we acknowledge that this may not have been clearly communicated in your case, and we take responsibility for improving this process going forward. In your case, you were traveling with four large suitcases and two smaller ones. You had informed us that your journey would continue to other countries, and as part of our standard procedure, we offered to store the extra luggage safely at our Nairobi office for the duration of your safari at no additional cost.
The space challenge arose when all the luggage was loaded into the shared vehicle. Our team suggested placing the extra bags on the jeep's roof-mounted cargo rack, where they were properly secured and protected. The vehicle later developed a mechanical issue en route, which was an unforeseen incident. A replacement was promptly arranged to ensure the group continued their journey with minimal delay.
We regret if our communication during this process felt uncomfortable or unprofessional, as that was never our intention. We value every guest and continuously strive to improve our coordination and clarity, especially for shared safaris involving multiple travelers.