Halo
Thank you for your review to us, as the company we have a saying that the customer is always right.
The fact that you felt unsatisfied by our service is our responsibility and we are sorry for that.
I still owe other readers of this review an explanation.
1. The car you used had all the seatbelts and it’s a fairly new car and we have used it all the time. All day tours vehicles we assign are in good shape since it’s a drive fast quick tour. Breaking of the sump guard through hitting a bump is a pure accident and we could not avoid.
2. How did we react as a company;
In 10 minutes time another we had sourced for another vehicle and it was on hand 25 minutes later to drive you to the park. It was in the middle on nowhere and it was amazing that we could find you a replacement vehicle in a very short notice. In normal circumstances it could have been the end of the tour.
The tour went on and you were able to reach Amboseli- do the safari, have lunch at The Luxury oltukai lodge and be brought back to the gate/ highway.
We were again able to find you a private shuttle do drive you all the way back to Nairobi to your Hotel sankara.
We reacted fast and saved the tour.
CONCLUSION
We did our best to remedy the situation and the tour went on.
We spent extra to hire 2 more cars and we did not charge the client anything extra.
The client asking for a refund of 300 USD from us was totally unfair.
Apologies
We did not know the client was a diplomat and was not supposed to go on shuttle, we apologise for that, Though it was just the 2 of them in a 10 seater van , it was not a taxi as its being called.
As a company we humbly apologise