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⸻ 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.

Staff were exceptional and the villa was really spacious with a lovely pool. Food was OK, not as good as some other resorts of the same star rating. Lots of BBQ options and theme nights. We were AI and had breakfast at the small restaurant in the villa area, which was lovely. Lunch was better at the pool bar - suited our family needs with chips, burgers and pizzas. The villa had a few things that needed fixed and we had to ask for the fridges to be topped up. At dinner it was often a bit chaotic and they ran out of plates or cups. Or tables weren’t set. Little touches that stop it being the level expected from a 5 star resort. The entertainment team was good, with karaoke, acrobats and dancers as part of the evening offering. The main pool was good fun and not too busy. There were plenty sun loungers in the shade at the beach with access to the pool. As a single mum with 3 kids I was frequently asked where my husband was, which didn’t happen in Nairobi or the Masai Mara. The hawkers on the beach were obtrusive and we struggled with getting rid of them. There are organised beach activities with the entertainment team and it would be better to go on them rather than brave the beach yourself if you’re a single woman.

This is my second visit, very good all round, but they ran out of clean free water.

I loved the place

Friendly staff and beautiful property

It was. All around perfect!!