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Reviews of Serena Beach Resort and Spa

4 out of 5
Serena Beach Resort and Spa
Shanzu Beach, Mombasa, Mombasa County

Reviews

9.0

Wonderful

Rating 10 - Excellent. 110 out of 169 reviews" "
Rating 8 - Good. 45 out of 169 reviews" "
Rating 6 - Okay. 5 out of 169 reviews" "
Rating 4 - Poor. 4 out of 169 reviews" "
Rating 2 - Terrible. 5 out of 169 reviews" "

9.2/10

Cleanliness

9.2/10

Staff & service

9.2/10

Amenities

8.8/10

Property conditions & facilities

9.0/10

Eco-friendliness

Reviews

10/10 Excellent

Kara

Traveled with group, Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The Serena was lovely. A serene and beautiful hotel with friendly staff. I will definitely be back.
Stayed 3 nights in Mar 2024
Response from Priscilla on Mar 22, 2024
Dear Kara,Thank you for your kind words! We're thrilled to hear that you enjoyed your stay at Serena Beach Hotel. We look forward to welcoming you back in the future for another serene and beautiful experience!

6/10 Okay

Mazaher

Liked: Cleanliness, staff & service, property conditions & facilities
Good rooms service Room cupboard door some tapes need fixing
Stayed 5 nights in Feb 2024
Response from Priscilla on Feb 23, 2024
Dear Mazaher,Thank you for taking a moment to share your feed back.We are glad to hear that you enjoyed your stay. Please allow me to express my apologies regarding the cupboard door which needed some taping and rest assured that all will be in order next time you stay with us. It is our hope that you will give us the opportunity to better serve you in the near future

8/10 Good

Songhai

Traveled with family
Liked: Cleanliness, property conditions & facilities
It was slightly overpriced for the meal packages based on the offerings.
Stayed 2 nights in Dec 2023
Response from Valentine on Feb 13, 2024
Dear Songhai,Thank you for sharing your feedback. We appreciate your perspective on the value of our meal packages. We strive to provide a balance between quality and pricing, and your input is valuable for continuous improvement. If there are specific aspects of the offerings that you feel could be enhanced or if you have any suggestions on how we can better align with your expectations, please feel free to share. We aim to ensure that our guests have a satisfying experience, and your insights contribute to that goal.

8/10 Good

Salimah

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice place!
Stayed 1 night in Jan 2024
Response from Priscilla on Feb 7, 2024
Dear Salimah,Thank you for taking a moment to share your feedback. We are so glad to hear that you enjoyed your stay with us. We look forward to seeing you again soon.

10/10 Excellent

Kendra

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Wonderful result ! I will be back !
Stayed 2 nights in Jan 2024
Response from Priscilla on Feb 7, 2024
Dear Kendra,Thank you for taking a moment to share your kind feedback. We are so happy to hear that you had a wonderful stay with us . We look forward to seeing you again soon

8/10 Good

Alberto

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I liked the grounds, the architecture of the place Beach is just ok, and pool overcrowded Food was not quite up to my standard in the main restaurant although much better in the separated grill right at the beach
Stayed 3 nights in Dec 2023
Response from Priscilla on Dec 29, 2023
Dear Alberto, Thank you for taking time to share your feedback which is much appreaciated. We are happy to know that you enjoyed the Resorts ambiance and views. We are sorry that you didnt enjoy much the food at the main restaurant. we shall ensure to take correct measures to improve on that. We hope you will give us another opportunity to better our services. Looking forward to welcoming you in the not too distant future.

10/10 Excellent

Michael

Business traveler, Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Old school style, beach restaurant is very good, although next doors hotel had a disco that was anoying
Stayed 2 nights in Nov 2023
Response from Priscilla on Dec 29, 2023
Dear Michael, Thank you for taking time to share your feedback which is much appreaciated. We are happy to know that you enjoyed the Resorts ambiance and beach restaurant food. We are sorry that about the noisy disco from the next door hotel. we shall ensure to talk to them to reduce their volume and improve on your experience next time.Looking forward to welcoming you in the not too distant future.

10/10 Excellent

Samantha

Stayed 3 nights in Oct 2023
Response from Priscilla on Nov 2, 2023
Dear Smantha,Greeting from Serena Beach Resort & Spa,Thank you for your feed back much apreciated.Hoping to welcoming you to the Resort in the not too distannt fuiture. Thank you

10/10 Excellent

Angela

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Aug 2023
Response from Priscilla on Sep 4, 2023
Dear Angela,Thank you for your feed back. we are happy to know that you had a nice stay with us. We look forward to seeing you again soon.

10/10 Excellent

Vikas, Sunnyvale

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great grandeur, property super well kept, pristine beaches, lot of amenities, 5 star property with great service. Top class service. Loved it.
Stayed 1 night in Jul 2023
Response from Priscilla on Aug 4, 2023
Dear Vikas,Thank you for taking a moment to share your experience. We are so glad to hear that you enjoyed your stay with us. We hope to host you again in the not too distant future.Thank you.

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
A good enough stay
Beautiful grounds. Vast gardens and well maintained. Decent beach front with some activities. This hotel is 50 years old, I googled that and it’s been modernized to still afford a good stay. That’s laudable Where it lets down is the food. Breakfast was decent but dinner was a huge letdown. I’m not going to bore you with details, skip the dinner buffet by all means and if you must, the sea food restaurant was a good option. I will never understood paying for things like water when you have a buffet. What is one supposed to do? Choke on meals.
Stayed 3 nights in Jul 2023
Response from Priscilla on Jul 26, 2023
Dear Sir/Madam,Thank you for taking your time to share your experience during your recent stay. We are glad that you enjoyed the ambiance of the Resort however did not like the food options we offered. our chef is usually very flexible and would have customised something for you We have noted with concern on this area and will ensure to have more options next time you choose to stay with us. we hope you will give us another opportunity to better serve you in future.Thank you

8/10 Good

Jason

Stayed 2 nights in Jul 2023
Response from Priscilla on Aug 4, 2023
Dear Jason,Thank you for taking a moment to rate us. We are happy that you enjoyed your stay. We look forward to seeing you again soon. Thank you.

10/10 Excellent

Dianah

Traveled with family and small children, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We absolutely loved our stay at Serena. From the airport transfer, reception, pool, bars, dining options (especially Jahazi Grill), kids club, room service, and turn down service. Everything was excellent, and the staff went above and beyond for us. It rained on our last day and they extended our check out to 2pm due to flight delays.
Stayed 2 nights in Jul 2023
Response from Priscilla on Jul 19, 2023
Dear Dianah,Thank you for taking a moment to share your experience. We are so glad to hear that you enjoyed your stay with us. Thank you for apreciating our staff as well.We look forward to seeing you again soon.

10/10 Excellent

Peter

Traveled with group, Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved it. Coming back for sure.
Stayed 2 nights in Jul 2023
Response from Priscilla on Jul 6, 2023
Dear Peter,Thank you for taking time to share this great feed back. We are happy that you had an enjoyable stay with us. We hope to host you again in the not too distant future.Best Regards

10/10 Excellent

dawood, rockford

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 13 nights in Jun 2023
Response from Priscilla on Jul 26, 2023
Dear Dawood,Thank you for this great feedback. we are glad to hear that you enjoyed your stay with us.We look forward to seeing you again soon.

8/10 Good

Samie

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location. The property is well kept. Most of the staff are very friendly
Stayed 2 nights in Jun 2023
Response from Priscilla on Jul 3, 2023
Samie,Thank you for taking a moment to share your experience we are glad to hear that you enjoyed your stay. We look forward to welcoming you soon to the Resort.Thank you - Priscilla

2/10 Terrible

MWAYA

Stayed 3 nights in May 2023
Response from Priscilla on Jul 3, 2023
Dear Mwaya,Thank you for staying with us.Regards - Priscilla

10/10 Excellent

Diane

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I enjoyed the Swahili atmosphere at the hotel, the International standards at the Spa, and the kind attention of all the staff I encountered.
Stayed 2 nights in Jun 2023
Response from Anastasia on Jun 23, 2023
Dear Diane,Thank you for your fantastic feedback.We are glad that you enjoyed your stay with us and we look forward to hosting you in the not too distant future.Kind Regards

10/10 Excellent

Dale

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Wilson and his staff are excellent. They made things right when Expedia couldn't. I will never forget them and plan to visit again.
Stayed 3 nights in May 2023
Response from Anastasia on May 29, 2023
Dear Dale,Thank you for your fantastic feedback.We are happy to note that Wilson and his staff took good care of you. Thank you for planning to visit us again soon, we will look forward to welcoming you back to the Resort.Kind Regards

10/10 Excellent

Michael

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The grounds are very beautiful and serene. The beach is wonderful and the food is absolutely fantastic. Finally, the staff are helpful, professional and friendly.
Stayed 3 nights in May 2023
Response from Anastasia on May 26, 2023
Dear Michael,Thank you for your fantastic feed back really appreciated.We are glad that you enjoyed your stay with us. We will look forward to welcoming you back.Kind Regards,

10/10 Excellent

Akbarali

Stayed 3 nights in May 2023
Response from Anastasia on Jun 23, 2023
Dear Akbarali,Thank you for staying with us.We look forward to welcoming you back soon.Kind Regards,Anastasia

10/10 Excellent

Mark

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
A fitting end to our holiday and a restful break after a safari tour. High light of the hotel was the quality of the food and the helpfulness of all the staff. They bent over backwards to make sure our stay was comfortable. A particular mention goes to Evelyn at the front desk for helping us with a later check out, Nelson who runs the watersports centre for organising our trips out and the enthusiastic pool instructor for the pool aerobics and water polo.
Stayed 3 nights in May 2023
Response from Anastasia on May 17, 2023
Dear Mark,thank you for your great feedback. We are pleased to note that you thoroughly enjoyed your stay with us and the special mentions have been relayed to the staffs accordingly.We do look forward to welcoming you back in the not too distant future.Kind Regards

10/10 Excellent

Rachel

Stayed 2 nights in May 2023
Response from Anastasia on Jun 1, 2023
Dear Rachel,Thank you staying with us.We look forward to welcoming you again.Kind Regards

10/10 Excellent

Sabina

Stayed 1 night in May 2023
Response from Anastasia on Jun 1, 2023
Dear Sabina,Thank you for staying with usWe look forward to welcoming you back to the Resort.Kind Regards

10/10 Excellent

Christian

Stayed 3 nights in Feb 2023
Response from Anastasia on Feb 20, 2023
Dear Christian,Thank you so much for the great feedback, much appreciated.We are glad that you were extremely happy with your stay with us.We look forward to welcoming you back to the Resort.Kind Regards,Anastasia

10/10 Excellent

Rupin

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had an excellent stay, everyone went out of they way to help. The chefs Eric and David made us excellent vegetarian dinners. We were accommodated so well as we have a late flight. We cannot praise the staff enough for making our stay a memorable one. looking forward to returning to the property.
Stayed 4 nights in Jan 2023
Response from Anastasia on Jan 31, 2023
Dear Rupin,Thank you for your positive feedback.We are glad that you enjoyed your stay with us. Your excellent feedback on Eric and David will be shared with them.Looking forward to welcoming you back soon

10/10 Excellent

Martin

Business traveler
Liked: Cleanliness, staff & service, room comfort
Very nice old style hotel
Very nice beach hotel. Quiet and not many beach boys to bother you. Staff were very friendly and helpful, especially Evelyn on reception. The food was nice and reasonably priced. I would stay again
Stayed 4 nights in Jan 2023
Response from Anastasia on Jan 31, 2023
Dear Martin,Thank you for your positive feedback.We are glad that you enjoyed your stay with us.Looking forward to welcoming you back soon

10/10 Excellent

Elijah

Liked: Cleanliness, staff & service, amenities, property conditions & facilities

8/10 Good

Ndegwa

Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
Excellent food as always. Very good facility. Waiting staff a bit disappointing his time.
Response from Anastasia on Jan 6, 2023
Dear NdegwaThank you for your great feedback on excellent food and good facility. We have noted on the waiting staff and have taken measures to ensure no delays.We look forward to welcoming you back to the Resort.Kind Regards,

8/10 Good

castro

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Property is great . Only fault is no CCTV on property in the event of mishap. Got my shoes stollen at pool area and security couldn’t do much. Could have been worse (wallet or phone) . Other than that, it’s good property for both couples and Family vacation.. Staff and service is general is excellent.
Response from Anastasia on Dec 26, 2022
Dear Castro,Thank you for your feedback., much appreciated.The Resort is in the process of installing CCTV , we highly regret this incidence. Thank you again for the good feedback on the property, staff and service..We do hope to host you in the not too distant future.Kind Regards,

2/10 Terrible

David

Business traveler
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
A disappointment to Serena
Very disappointed in this Serena property. Very outdated and when we got into our room there were hundreds of mosquitos in the room. They came to spray, but then did not clean up the room that now had dead mosquitos every where. They have no where to charge the cell phone so I had to leave my phone at the front desk. I would not recommend this place,
Stayed 2 nights in Dec 2022
Response from Priscilla Katana on Dec 15, 2022
Thank you for feedback , We regret that we did not deliver our usual standard of service. it is our hope that you will give us another opportunity to better serve you in future.sincerely -Serena Beach Resort Team

8/10 Good

Karl

Liked: Staff & service, property conditions & facilities
Beach nice but to much harassment from locals for business .locals are aloud to use beach and at high tide walk through hotel to exit.not a place for children as they have nothing to do other then pool
Stayed 4 nights in Nov 2022
Response from Anastasia on Nov 21, 2022
Dear Karl,Thank you for your feedback. We note of the harassment at the beach and have addressed it accordingly. Will ensure that this does not happen again. The hotel has a little explorers club for children that takes care of them from 10am to 8pm. Apart from swimming the children have opportunities to feed the fish, treasure hunts, painting, sand games among others. Given another opportunity we will be able to engage them.Thank you for the opportunity to host you and we do loo forward to welcome you and the family back to the Resort in the not too distant future.Kind Regards,Anastasia

10/10 Excellent

Michael

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel and grounds are very beautiful as is the beach area. The food was outstanding, a real highlight of our stay and we were hugely impressed by its standard. Finally, the staff couldn't have been nicer or more helpful on top of their overall professionalism
Stayed 2 nights in Oct 2022
Response from Anastasia on Nov 2, 2022
Dear Michael,Thank you for your great feedback.we are happy that you enjoyed your stay with us and will look forward to welcoming you back to the Resort.Kind RegardsAnastasia

10/10 Excellent

Dee Ann

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
I’ve stayed at several Serena properties in Kenya and they have all been wonderful. Buffets were delicious. Many choices. We did a sea turtle release.
Stayed 2 nights in Aug 2022
Response from Anastasia on Sep 1, 2022
Dear Dee Ann,thank you for your great feedback. We are glad that you enjoyed your stay. We look forward to welcoming you back to the Resort.Kind Regards

10/10 Excellent

Samuel

Traveled with family
Liked: Cleanliness, staff & service
Beautiful serene place to relax with Family, Great hospitality from reception to room service and care to exceptional staff at the restaurant. We really enjoyed our time at this Serena. Have stayed at Serena Nairobi,,,this outdid it. Great service! Beautiful beaches, outdoor and swimming pool.
Stayed 4 nights in Apr 2022
Response from Anastasia on Apr 26, 2022
Thank you for the positive feedback. We look forward to hosting you in the not too distant future

6/10 Okay

Jama

Stayed 1 night in Mar 2022
Response from Alphaxad Chege on Mar 21, 2022
Dear Jama Thanks for the rating. We are happy if you could share your experience and how you feel we can make it better. My email is alphaxad.chege@serenahotels.com WIth kind regards Alphaxad Chege General Manager

10/10 Excellent

nahla

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful resort. Great food. Lovely service and amazing spa.
Stayed 5 nights in Feb 2022
Response from Alphaxad Chege on Mar 21, 2022
Dear Nahla We are pleased to learn that you had a great stay at the Resort and you enjoyed the food, service and the spa services. We look forward to hosting you again. Meanwhile we will share your feedback with our staff to keep them doing the great job they are doing. With kind regards Alphaxad Chege General Manager

10/10 Excellent

Manuel

Stayed 3 nights in Dec 2021
Response from Kennedy. on Jan 22, 2022
Thank you for choosing to stay with us and for taking your time to send your review. We look forward to welcoming you again in the not too distant future. Kind Regards, Kennedy.

10/10 Excellent

FREDRICK

Liked: Staff & service, amenities, property conditions & facilities
Spa
Stayed 1 night in Nov 2021
Response from Anastasia on Nov 22, 2021
Dear Fredrick, Thank you for choosing to stay with us and for taking your time to send your review. We look forward to welcoming you again in the not too distant future. Kind Regards, Anastasia

10/10 Excellent

Manuel

Stayed 3 nights in Nov 2021
Response from Kennedy. on Nov 18, 2021
Thank You and looking forward to welcoming you again.

10/10 Excellent

Tom

Stayed 4 nights in Nov 2021
Response from Kennedy. on Nov 18, 2021
Thank You and looking forward to welcoming you again.

8/10 Good

George

Stayed 14 nights in Oct 2021
Response from Kennedy. on Nov 18, 2021
Thank You and looking forward to welcoming you again.

8/10 Good

Helen

Liked: Cleanliness, staff & service, room comfort
Beautiful ambiance
The hotel has a beautiful ambiance. Beautiful scenery. However, it is a little bit old. We had incidents with our toilet flooding. But the staff was accommodating and fixed the issue instantly. Overall, beautiful experience.
Stayed 1 night in Sep 2021
Response from Alphaxad Chege on Oct 9, 2021
Dear Helen We are delighted to note that you had a great stay with us and enjoyed the scenery and ambiance. We are glad that the staff promptly attended the the issues in the room. We look forward to hosting you again soon. With Kind regards Aphaxad Chege

8/10 Good

Mahaboob

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Sep 2021
Response from Kennedy. on Nov 18, 2021
Thank You and looking forward to welcoming you again.

2/10 Terrible

Mohamed

Business traveler
Disliked: Staff & service, property conditions & facilities, room comfort
Awful and painful checkout
Had to change my room. No lights at the room at midnight. Checkout was horrible experience as they wanted me to pay for invoices that were not mine and i even didnt go for that restaurant
Stayed 1 night in Aug 2021
Response from Alphaxad Chege on Aug 19, 2021
Dear Mr. Mohamed We sincerely apologize for the bad experiences at the hotel. We value all our guests and have taken steps to ensure the same do not re occur. We remain committed to always offer our guests services beyond their expectations. We hope you will give us another chance to correct this. With kind regards Alphaxad Chege General Manager

4/10 Poor

Mohamed

Business traveler
Disliked: Staff & service, property conditions & facilities, room comfort
Bad
A day and half out of the days to get internet.
Stayed 2 nights in Aug 2021
Response from Alphaxad Chege on Aug 19, 2021
Dear Mr. Mohamed We regret the situation that was caused by a technical failure of one access points that took time to resolve. The same was however resolved Our sincere apologies. With kind regards Alphaxad Chege

10/10 Excellent

Natalia

Stayed 2 nights in Jun 2021

10/10 Excellent

Sarah, Kansas City, MO

Liked: Staff & service, amenities, property conditions & facilities
My long weekend at Serena Beach Resort in Mombasa was the perfect end to a three week camping trip throughout Eastern Africa. The property itself is absolutely beautiful with plenty of options for food, activities and relaxation. The room was lovely and large with a comfortable bed, separate shower and bath and breezy balcony. The snorkeling both mornings was fantastic and easy to arrange (big thanks to Said on the boat!). Breakfast and dinner (included with half-board) were delicious and provided a nice variety. Pool was lovely and the swim-up bar was an added bonus. I really enjoyed Samuel at the Butterfly Pavilion who showed me the full life cycle of many species of butterflies the Serena takes an active role in conserving. Perhaps the most important part of my stay was the staff. Everyone had a smile and went above and beyond to make sure that I was comfortable, happy and enjoying myself. My waiter both nights, Victor, was very attentive and nice to talk to. Everline at the front desk was so helpful in getting me a late check out due to my late-night flight to Nairobi. As a solo female traveler, safety and amenities are priority for me. Serena was beyond comfortable and a relaxing haven in Mombasa.
Stayed 2 nights in Feb 2020
Response from HM on Feb 25, 2020
Dear Orbitz Thank you for the feedback and we delighted that you left with great memories. we hope to host you once again in not to long away. Regards Herman

10/10 Excellent

Verified traveler

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Extremely helpful and positive staff. Quiet hotel (it was less than 50% full). Superb food (good choices too). Very anxious to please and grateful that we chose to visit. We have visited many hotels worldwide over the past 20 years and this was one of the best for a relaxing holiday
Stayed 9 nights in Jan 2020
Response from Deputy General Mnager on Jan 19, 2020
Dear Guest, thank you for taking time out to write such a rave review of your recent stay in your own words " We have visited many hotels worldwide over the past 20 years and this was one of the best for a relaxing holiday" management will ensure we share the same with all staff and that we pledge to continue offering the best of Serena. regards, Chahenza Dan|Deputy General Manager

10/10 Excellent

Dativa

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Dec 2019
Response from Deputy General Manager on Jan 19, 2020
thank you for amazing rating