I am reluctant to write this review in the light of all the previous comments made about Keyonna, most of which are very favourable. However when expectations are high, the disappointment when they are not met, is all the greater. We booked our holiday in this hotel based upon the favourable comments made in the past but we were not impressed with the service we experienced on several key issues. I would like to say at the beginning that these were dealt with efficiently when our complaints were voiced, firstly by the Kuoni rep and secondly by the wife of the hotel's owner, both of whom acted swiftly and efficiently.
The initial impression upon our arrival was indifference on the part of the hotel's middle management. Because our flight was delayed as a knock on from October's Great Storm, the evening meal was in full swing and the duty manager made it clear that it would suit him if we ate first before being shown our rooms. We were hot, tired and in need of a change of clothing so this suggestion was insensitive and made, we suspected more in the interests of clearing the dining area than in the comfort of some inconveniently late arrivals. The security guard who was detailed to show us to our cottage did not, apparently include carrying suitcases among his duties and we were left to struggle over the irregularly placed concrete blocks laid over the beach. We are both techically OAPs. The track to the rear of the cottages was extremely poorly lit and very hazardous. Later, in the daylight, we also discovered it was being used as a toilet by the feral beach dogs. This was not cleared up until we ourselves did so.
The cottage was very comfortable and roomy but the toilet broke on first use and the shower handle was dangerously faulty and could not be used safely. Both were reported and the toilet was fixed very promptly. However the shower was a different matter. It took three days before it worked efficiently. Cleaning of our room was very hit and miss and the mini bar was not monitored, neither was the coffee replaced. There was no umbrella which, given the extremely wet weather at the time which caused extensive flooding, would have been a welcome courtesy. We asked frequently for one but it never arrived. Another useful addition would have been a torch since the route back in the dark from the dining area was so hazardous.
There was extensive maintenance being carried out in nearby cottages which was noisy and the gardeners added to this by strimming at times to suit themselves. The combined noise was unbearable on one particular occasion when we were trying to enjoy a siesta.
Service in the dining room at breakfast was irritatingly slow. On one occasion it took 45 minutes for a simple omelette to make its appearance. Lunch and dinner were much better and I would like to emphasise that this was by far the best All Inclusive deal we have ever had, and we have had many. Quality and presentation of meals was excellent, as was the bar service.
With the intervention of the owner's wife, things improved considerably and the second half of our holiday was all we had hoped for. We thought we had just been very unlucky until the day we left when we were made to realise that nothing had really improved. Our taxi was booked for 4pm but nobody arrived to collect our luggage. We sat at a deserted reception area and when the taxi arrived we just picked up our bags and walked out. No member of staff saw us off or waved goodbye. It was a sad end to a much looked forward to holiday. We have stayed in hotels around the world and this has never happened before. With so few guests at the time it was a courtesy which could have been made. Last impressions can be just as important as first.
I have never written a negative review of any of the many hotels and resorts we have stayed in. Things go wrong anywhere of course but at Keyonna it seemed to emanate from sloppy middle management who dealt with problems reactively rather than proactively. This is such a shame as the hotel has the potential to be excellent. I feel they rely too heavily on the beautiful location and the ambient peace and quiet to satisfy their guests. They failed to realise that broken showers, though irritating, are not as important as a lack of interest in the guests well-being. At no time at all in the initial few days did anyone approach us to check up that we were happy. Perhaps they should take some tips from hotels in Thailand, India, Sri Lanka and Kenya for example where customer satisfaction is of primary importance to the management.
Sorry Keyonna, not impressed!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time to provide detailed and valuable feedback on your stay. We are quite disheartened that your experience was disappointing. We particularly take pride in our staff and their interest in building relationships with our guests, as reflected in feedback from former guests. Our staff truly find interacting with our wide range of guests to be an interesting and inspiring experience, and many guests return not only to enjoy the location and facilities of the property but to enjoy the personal and friendly experience.
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We express, in particular, the dismay of the owner’s wife as she personally sought to ensure your stay was outstanding following your admittedly poor arrival experience and the prevailing weather conditions which were bound to dampen any holiday. She visited every day and personally provided some of the items you requested including the umbrella. She also ensured that you were provided a complimentary upgrade to our best Cottage with plunge pool and personally provided fresh flowers to the room, and offered a complimentary massage and private dinner on the beach. We also were prepared to facilitate a change in property if you had so desired given your feelings, however you had expressed that you were quite happy to stay and in the days prior to leaving expressed your reluctance to leave and so we were of the impression that although starting on a poor note, we had redeemed your belief in what you had expected for your stay especially given our verbal communication and the above comments in your review regarding this being the “best All Inclusive deal we have ever had”.
Since your stay we have made some major changes to the management team which was unfortunately at the time of your stay in a state of transition, in order to ensure that in all circumstances the level of service is beyond expectations and does not rely on any individual, but is provided by every single member of the team. We are glad that the remainder of your stay was “all that you had hoped” and we too had hoped that this would have resulted in an overall positive impression.
We anticipate that with these changes Keyonna Beach will continue to meet and exceed the expectations of the majority of our guests.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.