Dear Mercy!
We are thrilled you had a great experience on your tour. However the park fee payment is required to access the elephant nursery, and this is clearly stated when making the booking. At the same time, we have clearly indicated that you can make this payment prior by login unto the E-CITIZEN platform, which is a government online payment platform and make the payment required to access the elephant orphanage, which is inside a conservation area, Nairobi National Park. We endeavor to give nothing, but exceptional experiences and we truly apologize for your experience with E-CITIZEN, and we hope with time the system will work better as it's a government system and we can't control its workings as the system has failures every now and then. At the same time, we are happy to guide guests on how to create an E-CITIZEN account through the communication platform provided by viator prior to the tour with the client. Anyone is free to reach us, and we assist if necessary.
We look forward to your next visit for exceptional experiences.
Asante sana!