Hi Uzchuck,

Thank you for posting your review following your recent Acacia tour. We pride ourselves on our customer service and so naturally I am concerned at your comments. We have operated the Southern African Magic tour for over 10 years, and it has become one of our most popular ‘Small Group’ accommodated tours. It operates weekly during the high season (July-Oct) and every two weeks of the year outside that period with a minimum of two clients.

The Safari Pass pays certain on-ground costs of the tour including entry and game drives in game reserves and national parks detailed within the tour dossier and so I am not clear why you think otherwise. Pricing generally is structured this way to give flexibility to clients who wish to split payments and settle the Safari Pass in Africa, and to others who prefer to pre-pay it. In regard to pricing generally we certainly do all we can to keep costs under control in order to offer competitive prices. I know of no other company that offers the same tour itinerary - with same inclusions, accommodations and meals – at a lower price and so believe we are largely successful in that endeavour. As you know we include 12 dinners i.e. every night except one night in Victoria Falls, where there is time and ample choice of restaurants for clients to try local fare; and 13 breakfasts (every day except day 1, when clients will normally have eaten at their hotel before the tour begins). We leave most lunches to clients’ account but do include it on five days of the trip where there is advantage to clients to have a meal arranged. In any event this is per the tour descriptions and dossier.

You mention the ‘owner’ being with you for part of the tour. Actually, it was one of our Operations Managers who was with the group on company business. They were with you for the first 2 days and so there were 4 people plus your driver in the 9-seater vehicle for that time. I understand that they sat in the back row leaving the first and second row of seats available.

You mention your driver smelling of garlic. I am sorry for any offence and have passed a message to him to be more careful in future. You mention the fuel stop on the drive to Victoria Falls. Normally the driver will top up at Hwange (100km before) but I understand fuel wasn’t available there that day. He called ahead to our Victoria Falls office and if he hadn’t been able to source it elsewhere a stand-by vehicle was ready to bring fuel if needed.

In regard to tipping, this is a custom in Africa where local suppliers are accustomed to receiving a small tip if they have provided a good service. It is not mandatory and always a matter for clients, however. The same custom exists elsewhere in the world.

Finally, you say that favourable reviews are done by the owner or friends? No, they are not and frankly it is a ridiculous assertion. We have operated in Africa for 25 years and carried many thousands of clients in that time, earning a reputation as a specialist and established African tour operator. We welcome customer feedback. I am pleased to say it is usually very positive but where it is not, we read carefully what is said, speak to the staff members, tour guides or suppliers concerned and investigate what caused any dissatisfaction and do whatever necessary to put things right.

Kind regards,
The Acacia Team

Dear tanyaghandour, THANK YOU for your incredible review. We are thrilled to hear you had a magical experience on tour :) and look forward to seeing you again soon!
Kindest Regards,
The Acacia Team