Kimkim Trip Reviews for Madagascar

Hi Michael, wow thanks so much for your wonderful review and for sharing your stunning pictures! We are thrilled to hear you had a great trip to Madagascar.

Dear Maia and David.

I want to express my gratitude for taking the time to write this review. I'd like to provide you with some "behind the scenes" insight to shed light on the situation.

Firstly, thank you for acknowledging that "The trip was great and the local guides were experienced and knowledgeable." We take pride in partnering with exceptional local providers, and I'm delighted to hear that, overall, we crafted an excellent trip for you.

We understand that challenges arose on the morning of August 29th, 2023, at around 9:00 AM when we informed you of the boat transfer cancellation due to adverse weather conditions. We immediately began working on an alternative plan, considering Sainte Marie as an option. However, logistical constraints, including limited flight availability, complicated matters. During this period, you expressed your preference for Nosy Be, and although we had initially suggested Sainte Marie, we proceeded with your choice.

Subsequently, we had to secure flights and sent you a payment link. Unfortunately, internet connectivity posed challenges, making it difficult to process the payment. As a workaround, we proposed that our guide, Nomena from Sense of oceans, make the payment on your behalf, with the intention that you could reimburse Nomena in cash, although this was not the ideal arrangement.

At 10:13 AM, we reached out to KimKim and explained their service fee policy for transactions conducted on the platform, including covering credit card fees. We also suggested that you contact your travel insurance company to inquire about potential coverage for events cancelled due to adverse weather. This could potentially include reimbursement for service fees.

On the same day, August 29th, we informed KimKim customer support that you wished to speak with them. We received the response that "customer support will reach out to them when they come online." While I'm uncertain if they contacted you, we did formally request their assistance in reaching out to you via written communication.

Throughout this process, there was extensive back-and-forth communication, searching for suitable flights, liaising with KimKim, and exploring alternative solutions. All of these efforts were aimed at swiftly resolving the challenges you faced, ensuring you could continue to enjoy your holiday. I apologize if you felt your concerns were not taken seriously; we were wholeheartedly dedicated to finding suitable solutions within a tight timeframe.

Your feedback is greatly appreciated, and we are committed to enhancing our communication, making it more informative and robust in the future.

Thank you for your understanding.

Warm regards,
Stephanie

Hi Shirish
Thank you for your review. I am so pleased you had a wonderful journey exploring so many of our African Countries! We look forward to planning your next trip, as we sure do have so many beautiful boutique hotel and lodges, each offering unique and experiential offerings. Till then please take care.
Many thanks
Lucy