Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My experience was with Melanin Globe based on a trip I took from July 8th to July 15th, 2024. Everything in this complaint is factual and can be substantiated.I traveled to *****, ******** ********, and ********. Despite the itinerary listing four specific accommodations, we only stayed at one. The other three locations were not on the itinerary and were of noticeably lower quality, raising serious safety and comfort concerns. My trip cost $5,200, and with the separately paid flight, the total was around $6,800.One of the three tent accommodations was a mobile tent and the other11384 two were at campsites that were not worth the money. Each campsite was 5 to 12 hours apart by road, and although flights were available, they were not used. We spent over 36 hours in the safari van, excluding game drives. Most of our time was on the roadleaving at 6 AM and arriving by 4 PM. Once at the tents, our days were effectively over as it wasnt safe to leave after dark due to animals, leaving little time to enjoy the trip.Despite my patience, communication from the CEO was poor. She explained that reservations were beyond her control, but this didnt excuse the lack of transparency. The trip also lacked the promised cultural immersion. The long hours in the van took a toll, with some people getting sick. Witnessing my friend vomit from exhaustion was traumatic. On the final night in ********, the CEO expressed frustration, even saying the trip had been a complete waste of time and that she might give up the company due to overextending herself. She promised compensation, but I only received a $400 credit, which I find inadequate.When I posted about one accommodation on TikTok, without mentioning the company, I was threatened with a defamation lawsuit. Prior travelers have since shared their negative experiences with me, making me question the validity of positive reviews. Given my experience, I am requesting a partial refund.

  

  Business Response

  Date: 08/10/2024

  Melanin Globe promoted "The Big 5" as a safari experience to ***** and ********. Listed in the "Inclusions" were the locations that we would be visiting. This information is visible for everyone to fully research PRIOR to reserving, and this trip also had a 14-month payment plan, which at any time, these locations, and their distance could have been researched, and traveler could have opted out/canceled trip, contacted Melanin Globe with inquiries, none of which happened. Melanin Globe did not promote this trip as a luxury trip, we did not promote hotels, we did not promote smoothly paved roads, because travelers who visit ****** or take an interest in the nature side of this continent understands that the distance to travel from one country to another is not 2-3 hours. It's the wild, in ****** This information was mentioned in the zoom calls about our drive from ******* to *********** being 4+ hours, because on any safari experience in ******, you have to be prepared for long drives.  In regards to our stay in ***********, we partnered with **** Trails, and while we were supposed to lodge at the **********, we were UPGRADED without any additional expenses to ********************, where we lodged in luxury, and no one else was at our camp. ****** was never promoted, however, where they saw fit to assist with an upgrade they surprised us and delivered. There's no AC/central heat in any of the lodges, these are tented camps, this is a very normal process on any safari tour. Melanin Globe stayed at 4 locations, as promoted in the itinerary, including the second listed, **********************, in the *********. We proceeded to ***************** and ********, as promoted. Customer participated in the full trip/all activities, and complained at the end of the trip. In this case, our tour partner declined to refund, and melanin Globe attempted to offer credit. This trip was not a content creation experience, it was a safari trip. 

  Customer Answer

  Date: 08/12/2024

  Dear *******************************,
  
  I want to clarify that my intention was never to create a viral moment. I extended ***** and allowed time for Melanin Globe to provide compensation, acknowledging the trip did not meet the expected standards. It wasnt until I received less than 8% credit that I felt compelled to share my experience on social media, without mentioning the companys name.
  
  Melanin Globes response to my complaint attempts to invalidate my experience and avoid addressing the main issue: out of the four locations listed on the itinerary, we only stayed at one. This is false advertising and a safety issue. Whether or not I was being upgraded, this should have been communicated. The CEO repeatedly said she did not know why the driver took us to different locations, as she was unaware of any changes. The dishonesty was unacceptable, and I have evidence of this pattern from other travelers.
  
  Smiling in pictures doesnt mean my expectations were met. Despite my disappointment, I tried to make the best of the situation, reassured by the promise of compensation. The long car rides were not transparently communicated. The CEOs estimates were grossly underestimated a 12-hour trip was said to *********** hours, and a 2-3 hour ride took 6 hourscausing me to lose confidence in her leadership. The CEO even cried, expressing frustration and considering stepping down due to overextending herself.
  
  This was not my first time in ******; I had recently studied abroad there. Other women on the trip canceled upcoming trips with Melanin Globe due to how traumatic this experience was.
  
  I want to reiterate that I didnt seek to harm the company, hence omitting its name from posts and not requesting chargebacks. I felt it important to submit my BBB claim to raise awareness of the risks of investing in such a trip. Accountability is crucial in providing a service.
  
  I trust that you will take these concerns seriously and look forward to your response.
  
  Sincerely,  
  *******************************

  

  Business Response

  Date: 08/12/2024

  No further response will be provided by Melanin Globe. Documents/graphics/receipts/email communication provided to BBB. Additional action has been taken by the company.