Mtwapa Mall

The property was very relaxing. The amenities were very convenient and right on the beach was a plus. We enjoyed the pool and restaurants also. I would suggest to guests that they shouldn’t expect earlier check in other than the 12pm time. Other that we enjoyed the beautiful property.

⸻ 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 great,clean.