TourHero Avis 

I’ve debated for weeks whether to share this publicly. I was hoping truly hoping that the companies responsible would step up, acknowledge their negligence, and make me whole again.

But after more than a month PLUS of silence, avoidance, and deflection, it’s time the world knows what happened.

When I landed in Kenya for what was supposed to be my fourth and most inspiring trip yet, I had no idea that within 45 minutes, I would be robbed, beaten, and left fighting for my life due to the reckless actions of the driver assigned to me by operators contracted through TourHero and executed by their partners Shiri Adventures, aardwolf Africa Adventure Safaris, Njambi Adventures.

I was dragged, assaulted, stripped of over $11,000 worth of equipment and essential items, and left traumatized in a country I had always held close to my heart. I am still dealing with the physical soreness and the psychological fallout.

And despite all this?

Not a single company involved has offered compensation.
Not one has taken accountability.
Not one has provided a path forward.

All of my bookings, every tour, every service, were managed through TourHero, yet they have chosen to leave me stranded without answers, without support, and without even the bare minimum acknowledgment of what I went through.

Even the Kenyan Tourism Department & U.S. Embassy in Nairobi, in all honesty, useless in helping me navigate this crisis. I was left to fend for myself with no money, no belongings, and no institutional support, JUST excuses while trying to buy time to let things subside.

This experience has turned my life into a nightmare since the moment I boarded what could have been my last flight ever. I’m still piecing myself back together.

I’m sharing this now because I refuse to let my story be buried under corporate silence.
Customers deserve better. Travelers deserve safety. And companies must be held accountable.

If you’re considering using these services, please… think twice.

- I would hope this is not the best attempt at a response, (with chatgpt at that)
_ I will gladly break down your response.

Thank you for taking the time to share your experience, Xavier. We're truly sorry for what happened during your trip — it was a distressing situation, and we want you to know we're treating this with the seriousness it deserves.
- Taking a month plus only to tell me to reach out to my credit card company for refund is what?

For transparency, we feel it's important to share that our team stepped in from the very beginning and did everything we could to support you throughout the incident.
- No from the beginning, you gave the illusion of helping while biding time to remove yourself from this. incident - you are still yet to take accountability.

The moment we were informed, we stayed in contact with you and worked directly with the operator to help you navigate the situation.

We immediately provided you with a credit card for emergency use, helped coordinate on-the-ground arrangements, and facilitated several logistics to make sure you were not left without options.
- you gave me a card to replace the exact amount of cash I had stolen. so no you basically replaced my liquid cash.

We're very sorry that despite these efforts, you were still left feeling unsupported.
- your actions through all this and the final email you sent apparently say otherwise.

Upon your request, we have now reopened your case and escalated it further internally.
- closing my case in the first place was a big mistake on your end. THANK YOU FOR ADDING THAT TO MY LIST.

This triggers an additional review process on our end, which typically takes 4–5 days to complete. You can expect a clear action plan from us once the review concludes.
- What ever your review yields, will not compensate the amount of therapy i would need to sort this whole ordeal.

Our co-founder has already reached out personally to continue the conversation and work toward a path forward. Your feedback and your peace of mind matter deeply to us and we're committed to seeing this through.
- We werent saying this before my case was closed. The fact that I had to escalate it myself for you to even consider doing that is SAD on its own.

We're sincerely sorry for the stress this has caused, and we're taking every step necessary to address it properly.
- had to belive when you email clearly says - EFF OFF- in the most professional tone.

So again - Thank you for helping bring more light to this.

Perfect! Correspondence and responsiveness was/is superior.

It was a lovely experience.

Amazing trip and amazing tour team! So much fun

Everything was planned to perfection and was easily accessible with scheduling. Would recommend people to give it a try and to meet new people with the great experience it brings.

I felt looked after the entire time. My life was in your hands and I didn’t have to think. Ali was so warm and knowledgeable and friendly. The amount of things and places we saw was above my expectations. Hotels were selected well and so clean and friendly staff. Mohah was an excellent guide as well and I’m so glad I got two personality types as guides. I felt safe with the driving and knew we could always count on not waiting long for pickups. The only thing I would have liked was to eat at more local restaurants as well as the ones we went to.. like eat where locals eat/ eat with Moroccans not just tourists. I didn’t know we were going to a winery and it was extra special. I LOVED my time with Tour Hero. Also, all correspondance before and during trip was so quick/polite and informational. I shakran, merci beaucoup and thank you forever

This is extremely disappointing. It's now the second time I've joined a scheduled call and no one showed up. Why reach out to content creators, encourage them to set appointments if you're not going to respect people's time?

This kind of inconsistency reflects a serious lack of professionalism from TourHero. I expected better.

Tour Hero made the trip more effortless and seamless from beginning to end.

This was one of the best trips I've ever taken. Richie is a great host and the people that came on the trip made it even better. The White Paradise Resort staff and resort were amazing. The food and drinks were delicious. The rooms were beautiful. All the activities planned got better each day. The tour guides and driver Peter, Mustafa, and Jacob did a great job as well. This trip was definitely one for the books.

The trip was well organized, efficient and professionally done. Our tour guide, Ale, was cordial and knowledgeable, our driver was safe and timely, and our travel expert, Trish, kept us on time, answered any and all questions and made the trip a seamless experience with her professionalism and personality.

Good communication,clear payment structure.

Tour hero thought of everything! From coordinating excursions with the venue to double checking preferences with the travelers. They made sure everything stayed on track. Communication was clear, and consistent We had all the information and help we needed from the first conception of the trip, throughout the planning phase, arrival at the venue, daily reminders of the next day’s itinerary, all the way through to after we returned home. I felt very taken care of the entire trip.

Vynikajúca dovolenka po každej stránke. Výber miest, ktoré sme mohli navštíviť, ubytovanie, fantastické jedlo a samozrejme úplne dokonalá organizácia celého zájazdu, skvelý marocký sprievodca aj slovenská sprievodkyňa Zuzana.

An incredible experience! Really enjoyed working with the team and they helped us have an incredible trip that met all our needs and more.

Everyone on the admin side was extremely helpful in guiding me towards the best choices to make the retreat a complete success. They were all timely in communicating and supportive in nurturing the event to fruition. Once on-site, the daily itineraries were great in keeping things running well, and any real-time adjustments were met with grace and speed. 10 out of 10!

Everything about the experience was great. They made sure to put us in the most beautiful hotels, dine at really lovely restaurants, and provided thoughtful experiences that were connected with a local agency. I didn't feel like I needed to do much planning with them - every night they would send an itinerary for the next day and we all felt incredibly prepared for everything.

We were taken very good care of from start to finish. From all of our pickups & dropoffs, to dining establishments, to hotels. and our personal guide Smitty was the absolute best. his knowledge and patience were incredible.
If i go back, i would 100% use TourHero, and i would insist on having Smitty as my guide.

Great drivers. Great location. Helpful staff at ekumal

Good communication and organization. Loved the center where we stayed.