Unacceptable Customer Service Experience – Guided Game Drive

I am extremely disappointed with the service I received during my game drive booking at Emerald Animal World on Monday, 20 July 2026.

My booking was for 10:00, and I was instructed to arrive by 09:30. I arrived at 09:10, well before the required time, only to be left waiting for my assigned guide, Bridget, who never arrived at the designated pick-up point. Despite multiple calls to enquire about her whereabouts, there was no communication, apology, or explanation.

Fortunately, another guide, Thato, stepped in and took us on the tour. I would like to sincerely commend Thato for being professional, helpful, and ensuring our experience was not completely ruined.

What left me deeply dissatisfied was hearing Bridget over the radio offering to assist another group of guests while we had been left waiting without any communication. I cannot comment on Bridget's intentions, but the situation left me feeling that we were not afforded the same level of service and consideration as other guests.

This complaint is not only about a late guide, it is about poor communication, lack of accountability, and the importance of treating every customer with fairness, professionalism, and respect.

I hope management investigates this matter seriously, as no paying customer should leave feeling overlooked or undervalued. While Thato's excellent service is commendable, it does not excuse the unacceptable conduct that led to this experience.