Neptune Beach Resort - All Inclusive

The staff and management were very kind, helpful and hospitable. One family member is a wheelchair user and the hotel put ramps down and gave us access to the dining area via the kitchen. The rooms were spacious, clean, and the beds were comfortable. The pool area was enjoyable. Our kids played table tennis, pool, and enjoyed time with the animators. One of the highlights was the delicious food options everyday and the fun entertainment in the evenings. The food was so flavourful and fresh from omelettes to curries to mahamris. We had African, Indian, and a variety of other cuisines. There are options for vegetarians, meat eaters, and they are so accommodating if you have dietary restrictions. We loved Neptune Bamburi, it felt like home away from home.

We had several issues to address and requested to speak to a manager about the same, but unfortunately her responses to our queries were not satisfactory at all. 1. We were allocated a room on 2nd floor despite requesting one on 3rd floor - they eventually changed it for us as we waited. 2. No bedroom slippers and robes were available in the rooms - we were advised that apparently they are only available in the suites 3. Safe - not working - apparently they must have forgotten to check on it 4. No DSTV in the rooms - they recommend you go to the pool side to watch DSTV 5. Wi-Fi not working - if it connects, then it disconnects immediately / otherwise it doesn’t connect at all 6. Hot water in the shower is not available after 8am, but before that it is. 7. Bed was totally uncomfortable - 2 beds were joined together and it was not flat at all and had hills and valleys. The linen is barely white and is rough. 8. The linen was only changed the 1st day after we requested and thereafter it wasn’t changed. There is no ‘change my linen card available’ 9. Towels and sheets are dated - they’re barely white and have a rough feel 10. Breakfast buffet had no variety - the pastries all tasted the same, the juice was watered down and nasty 11. Mosquitos in plenty - there was no repellant, neither was there any insecticide 12. Workers tending to the garden speak loudly outside our room window - room 318 Overall the hotel in my opinion is not even close to a 4 star hotel - the price is too high for what is being offered. I would not recommend this hotel to anyone at all.

The only reason it has two stars is because the resort itself is absolutely beautiful and most of it is very well maintained. I say most of it because there are some issues. Day one I had a couple crates of empty bottles sitting at my entry for the entire day. Day two was a collection of just empty water bottles. Around my door all day. There was monkey poop on my patio the entire time I was there (the same piles the whole time). its awesome to see the monkeys roaming around but you would think they would at least clean the patio daily. Service is horrible. Absolutely horrible. The staff spends more time on their phones or talking to each other than anything else. They all look so miserable and it felt like a burden to them more often than not when asking for something. One girl at the restaurant was downright rude when asking what type of food she was making. The next day the same girl was literally in tears while serving people food. Crying while serving food!!! Another waitress told my girlfriend the alcoholic drinks are free. Neither of us drink. The waitress told her to order drinks so she can have them. Then she kept pestering my girlfriend throughout the day to order drinks just so the waitress can have them. Getting a beverage while eating lunch or dinner was always a challenge. Breakfast was easy because you can just get it yourself. The vast majority of the staff just looked miserable and unhappy to be there. This much misery and bad service is a huge indication that management is severely lacking or is rude to the staff. One shining exception was Othelo. he was always smiling and very helpful. he would say hi and was just such a friendly man. The food is not very good. They primarily serve European style food but it is bland at best. I didn’t come to Kenya to have a poor version of European food. Maybe I just caught them at a bad time. Who knows? But for the price you would expect much better.

Have stayed here many times over the last 8 years and it never disappoints. From the lovely rooms to the friendly staff (Lillian, Norah and Mercy in reception, the waiting staff Violin, Zepphorah, Hasan, Yawa, Paul, Karissa and the entertainment staff Michael and his team) who look after your every need it is no wonder this hotel is my go to in Mombasa. And of course how can you ignore the glorious beach! Thank you to everyone at Neptune for constantly making my stay fabulous!

The hotel