Kenya Luxury Vacations

⸻ Complaint Regarding Our Stay Upon our arrival, we discovered that our reservation had not been registered, and the hotel staff could not find our booking in their system. After some time, they assigned us a random room. However, we had booked a room with two separate beds, while the room we received only had one bed. The room was also much smaller than the one we had reserved and had not even been properly prepared for arriving guests. Although the staff eventually provided an extra bed, there were still several other issues that were never properly resolved. The air conditioning was not working, the TV remote control was missing, and despite the room being occupied by two people, we were provided with only one small bottle of water, one cup, and one drinking glass. The air conditioning was eventually repaired, but the remaining issues were not addressed despite us repeatedly asking the staff for assistance. In the end, we even had to purchase an additional bottle of water ourselves for 400 KES. Overall, our experience with both the hotel staff and the level of service was extremely disappointing. The service was unprofessional, and the standard of the accommodation did not match what we had booked or reasonably expected. We believe this experience fell well below acceptable standards and would appreciate that this complaint is taken seriously.

I arrived using a walker and the reception staff was very accommodating and came to me, sitting in the chair rather than standing counter. Throughout my stay They were very responsive. They checked in to see how I was doing when I informed them that I was not feeling well. They always had a smile on their face and went above and beyond.

Comfortable bed and clean rooms.

We had a beautiful cabana on the beach, whisper quiet air conditioning in the room, delicious food, and evening tea or cocktail hours. The Spa and Gym were also wonderful . the service from all staff was outstanding. I would highly recommend and hope to come back !

All good.😊

I arrived using a walker and the reception staff was very accommodating and came to me, sitting in the chair rather than standing counter. Throughout my stay They were very responsive. They checked in to see how I was doing when I informed them that I was not feeling well. They always had a smile on their face and went above and beyond.

We had a beautiful cabana on the beach, whisper quiet air conditioning in the room, delicious food, and evening tea or cocktail hours. The Spa and Gym were also wonderful . the service from all staff was outstanding. I would highly recommend and hope to come back !

This is a very welcoming and comfortable place to stay. Rooms are very large, and clean. Staff is lovely. I would stay here again. Next time, I hope the weather is nice enough to use the beautiful pool

⸻ Complaint Regarding Our Stay Upon our arrival, we discovered that our reservation had not been registered, and the hotel staff could not find our booking in their system. After some time, they assigned us a random room. However, we had booked a room with two separate beds, while the room we received only had one bed. The room was also much smaller than the one we had reserved and had not even been properly prepared for arriving guests. Although the staff eventually provided an extra bed, there were still several other issues that were never properly resolved. The air conditioning was not working, the TV remote control was missing, and despite the room being occupied by two people, we were provided with only one small bottle of water, one cup, and one drinking glass. The air conditioning was eventually repaired, but the remaining issues were not addressed despite us repeatedly asking the staff for assistance. In the end, we even had to purchase an additional bottle of water ourselves for 400 KES. Overall, our experience with both the hotel staff and the level of service was extremely disappointing. The service was unprofessional, and the standard of the accommodation did not match what we had booked or reasonably expected. We believe this experience fell well below acceptable standards and would appreciate that this complaint is taken seriously.

The hotel restaurant was excellent. Food good and well prepared. They cleaned our room each day and being able to sit on the beach is an added bonus. A real gem hidden away from the hustle of Mombasa.

Convenience

The hotel restaurant was excellent. Food good and well prepared. They cleaned our room each day and being able to sit on the beach is an added bonus. A real gem hidden away from the hustle of Mombasa.

⸻ Complaint Regarding Our Stay Upon our arrival, we discovered that our reservation had not been registered, and the hotel staff could not find our booking in their system. After some time, they assigned us a random room. However, we had booked a room with two separate beds, while the room we received only had one bed. The room was also much smaller than the one we had reserved and had not even been properly prepared for arriving guests. Although the staff eventually provided an extra bed, there were still several other issues that were never properly resolved. The air conditioning was not working, the TV remote control was missing, and despite the room being occupied by two people, we were provided with only one small bottle of water, one cup, and one drinking glass. The air conditioning was eventually repaired, but the remaining issues were not addressed despite us repeatedly asking the staff for assistance. In the end, we even had to purchase an additional bottle of water ourselves for 400 KES. Overall, our experience with both the hotel staff and the level of service was extremely disappointing. The service was unprofessional, and the standard of the accommodation did not match what we had booked or reasonably expected. We believe this experience fell well below acceptable standards and would appreciate that this complaint is taken seriously.