CUSTOMER CARE

Complaints & Resolution

We aim to resolve service concerns promptly, fairly and with a clear record of what happened.

1. During your journey

Please tell the Rose Safaris Africa team or the relevant service provider as soon as a problem occurs. Early notice gives us the best opportunity to correct an issue while the journey is still operating.

2. Formal complaints

Send a written complaint to [email protected], including your booking reference, the service concerned, relevant dates and the outcome you are seeking.

3. Response targets

We aim to acknowledge a complaint within 5 business days. We target a substantive response within 15 business days where the matter can be resolved directly. Matters requiring investigation by a supplier or other third party may take longer; we will keep the customer informed.

4. Resolution

Depending on the circumstances, resolution may include corrective action, supplier escalation, a reasonable alternative arrangement, a credit or refund where applicable, or an explanation of why a requested remedy is not available.

5. Escalation

If a complaint cannot be resolved directly, the customer retains any rights available under applicable Kenyan law and may pursue an appropriate external complaint or dispute-resolution route.