My family and I stayed for 8 nights from 26th December to 3rd January at the Neptune Palm Beach Resort. The booking was professionally and smoothly coordinated by Mercy Kinyingi of the Nairobi Office.
The positive side: The resort is beautiful, the beach is fabulous. Not too many beach boys nagging one around. The rooms are large and the bedding is very clean. The Swahili bed is wonderful. Toiletry is supplied promptly. Hats off to Jedidah, the Housekeeper, who seemed never tired despite all the work. She is actually the only staff who seems dedicated to her work.
The lunches and dinners were very good and varied, (although there was too much bias for Indian cuisine). Hats off for the Sous Chef Uttam, who always inquired from the guests about their satisfaction. The waiters and waitresses do a good job - Larry, Jason, Mary, Ruby and Gertrude deserve special mention.
The downside: unfortunately, the negatives of this resort undid the named goodness. One was the check in service which was very slow and haphazard - so haphazard was it that we had to find our own way to the rooms and to the restaurant. We had to learn the room on our own. No cold towels even as we were obviously looking very tired and sweaty after a long day's travel. Except for one or two reception staff, the rest do not seem to have any training in hotel industry. For specific mention is NEEMA who at one time referred to us (on a phone call to Jedida) as "hawa wageni wako wazimu wazimu" (Kiswahili for "these mad mad visitors of yours"). This was all from the blues. When I asked her politely why she made that reference she vehemently denied it. On another occasion, she was speaking negatively about different guests to cleaners. Oh God, what unprofessionalism! A look around the administration area does not show that there is a manager or supervisor in sight to complain to.
In this hotel, there seems to be no systems approach to work and management or collective accountability and responsibility - "I am not my brother's keeper" seems to be the operating policy, On two occasions we reported to the reception staff that we needed and early breakfast and lunch boxes - this information was never relayed to kitchen/dining staff (they denied this).
Management, please buy NEW TOWELS!! What you have does not befit the claimed status of this resort. Can you be so poor that you even have to repair rugged towels by binding their edges! Towels have even lost colour- on our last day, we were given brown towels not smelling fresh!. The ambience of the room is rather drab. The rugs are good but need to be cleaned regularly. The staircase is made of rugged (not rustic) dirty timber, very unattractive.
Communication and Accounting - It took four days of asking for an invoice after paying for the hotel - every day the answer was, "you will get it before the end of the day", which happened to be the last minute when we were leaving for Nairobi. We even had to wait for two hours and finally drive to Paradise to get the invoice. Apparently, we were always told that the printer was not working, the systems were down etc. For almost a week? Does this level of hotel have 1 printer? In this day and age? And for what we pay in festive season? I noted that there was no accounts office not open in Palm - the times a cashier came to attend to us, he served us while standing in the foyer - a case of mistrust of staff perhaps by employer? I also suspected that the dilly dallying in giving us a receipt for what we paid may be a way of escaping Caesar's dues?
All in all, this hotel deserves 4* but its undoing lies in the poor communication and the luck lustre and "I don't care" attitude of the majority of staff, who make no effort to make guests feel at home. Proprietor, please invest in trained staff - most of your front office staff appear very pedestrian. This is where the adage "Image is everything" works. A quick tour of your neighbours, Lantana, could teach the staff what creating a friendly and warm atmosphere for guests is. I could only consider coming back to Neptune Palm Beach resort if the atmosphere changes.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for spending your holiday in our Resort.We also thank you for your feed back on our resort and we would like to assure you that all issues you raised will be looked upon and correct measures will be taken.
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We have already taken correct steps in most of the issues you had raised and do hope that you will give us a another opportunity of hosting you and your family in future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.