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Stay away - not trustworthy
I booked Ultimate Kilimanjaro for August 2025 and paid the full amount of over US$3,000+ but was unable to go for the strenuous hike due to medical emergency (supported by a medical certificate from a reputable hospital in Hong Kong urging me not to undertake such an activity).
I requested Ultimate Kilimanjaro for a credit (minus any rebooking fees) so that I can climb once I feel better. However, they refused any cooperation and pointed to their terms & conditions that said that no credit or refund was possible in the cancellation window, and asked me to seek claims for my travel insurance.
This is not how a reputable business that cares about its customers should act. A medical emergency can hit anyone and climbing Kilimanjaro is not a leisurely stroll. I understand that refunds may be hard, but not even a credit? That's abhorrent.
I'd highly recommend using other agencies which treats its customers with respect and kindness.
体験日: 12 August, 2025
体験日: 12 August, 2025
Ultimate Kilimanjaro からの返信
2026.04.21
We understand how frustrating it is to cancel a climb due to a medical issue. Kilimanjaro is demanding, and choosing not to go when you are unwell is the right call. At the same time, our policies are clear and consistently applied to every climber.
Your cancellation occurred 3 days before arrival, which falls within our 30-day nonrefundable window. By that stage, we have already committed funds on your behalf. These costs are paid in advance and are not recoverable.
Additionally, it appears that you did not obtain the required travel insurance. If you had, we could assist you in submitting your claim. Travel insurance is standard practice for Kilimanjaro expeditions and is specifically intended to protect travelers in situations like this.
We understand this is not the answer you were hoping for but applying the policy consistently ensures fairness to all climbers and allows us to operate responsibly.
Your cancellation occurred 3 days before arrival, which falls within our 30-day nonrefundable window. By that stage, we have already committed funds on your behalf. These costs are paid in advance and are not recoverable.
Additionally, it appears that you did not obtain the required travel insurance. If you had, we could assist you in submitting your claim. Travel insurance is standard practice for Kilimanjaro expeditions and is specifically intended to protect travelers in situations like this.
We understand this is not the answer you were hoping for but applying the policy consistently ensures fairness to all climbers and allows us to operate responsibly.