Scenery beautiful, meals good, courteous staff save for the incident at reception at check out.

The bills were not handled in a transparent manner. Hotels I have been to at that high level of Neptune, you deposit money at checkin at reception and on last day of check out, you are given bills showing accommodation at the agreed rate, meals if not full board and bar bills. You get refund or top up depending which side it turns out. At Neptune, I was just told the bills are fully covered, no documentation to break down my bills to show how I spent 900 USD! In my own calculations, accommodation all inclusive was usd 880 and I took bottled water at kes 400 and tots of amarula at kes 700 only. I am sure these extra bar bills do not equal to usd 20 or equivalent in KES. Though small amount which I ignored but the qesture was totally wrong, even if kes 1,000. This spoilt our 5 day good stay as we checker out. Also upon knowing check out date, remind guests at reception the previous day about travel readiness especially guests outside Kenya to do covid test, even go extra mile arrange with Premier hospital at the guest cost to do the test so guest have a smooth stay and fly back. That way I I.sure they will come back since these covid requirements are new guests can easily forget like us and we had to do a last minute run around to do test etc. Thanks

Excellent location

Breakfast was monotonous, same things every morning

Not happy with the service when i reached was made to pay twice though i showed them my receipt

I won't like it and will never recommend to anyone

Nothing

I was on all inclusive but I was denied lunch on the last day

Better language by the reception staff

We received a smile from all the staff we met and who served us. The "All Inclusive" part of the deal was a WOW!!! if we had not asked what it was, we would'nt have known despite tying the 'all inclusive' ribbons round our wrists. We received a great explanation what it meant and what was included in it. After landing into this hot and humid town, we needed the bottomless juices throughout our stay in Mombasa. They did us great until we left. The children had a couple of rounds on the food, after three or four months in boarding schools, I thought why not enjoy themselves.

As soon as we arrived, I liked the fresh juice we received but the cold towels.....No... No....no! I do understand some guests prefer ice cold towels but I would think the hot towels will kill all the germs and dirt guests have accumulated during their long journeys. It would be good to ask guests what they preferred before they are given what they do not like. The hot towels kill germs, clean hands and sanitize. For this, do a research among your guests and see what they would opt for. The cold towels I noticed are also in other coastal towns may be it is because of the humidity but still, I would prefer hot towels, personally.