Beautiful new hotel. First impression was impressive, but then things came to light.
The bath tub and shower floor were extremely slippery, to the point of dangerous! We complained about this and were advised they were re-doing all the floors. What a shame, the hotel is just over a year old. I believe this work has begun as the units beside us had workers in them during the days and we could hear "construction".
All the staff are exceptionally friendly which makes up for their lack of training or experience. We reminded ourselves we were in a third world country, being served by the poor. They give and serve with true joy even though they receive very little pay and have most of their tips taken from them by management.
This is not a place for the disabled! There are steps all over the resort. I saw a few ramps in the main building, but I wouldn't want to have to use them. All the contractors did was take the side of the stairs and cement a ramp over them (very steep!). My husband is partially disabled. He uses a cane, has difficulty walking long distances, and stairs are a challenge. As this trip was a special celebration for us, we booked a higher than standard room. Upon check-in we were told his inconvenience of accessibility would be worth it because of the room and view! We were at the far end of the resort (by the beach), and on the third floor (stair access only)! In addition to the stairs, the resort is built on a hillside, which allows for the beautiful cascading swimming pools. This means we had an uphill walk to the dining room and reception. The path was one l-o-n-g slope; difficult to walk down and up. Some steps may be more appropriate.
During our stay we had opportunity to speak with many locals as well as foreigners who reside in Kenya and Uganda. What an eye opener to the corruption, especially in management and high level positions. We experienced this first hand upon our check-out. We had purchased an all inclusive tour package (accommodations, meals, airport transfers etc.). At check-out we were charged for the airport transfer. When I indicated this was an error that it was included in our package, we were told the transfer had been "cancelled". WE MUST PAY! After arguing about it for half an hour, we paid it and said we would be back after lunch for our refund. (We had to check out by 10 am, but our airport transfer wasn't until 3 pm. We figured let them finish with the other people checking out.) I returned to the gentleman at 1:30 pm and was greeted by an attitude of "What do you want?". When I said I wanted my refund, he again said IT MUST BE PAID! During our arguments, I realized he was management. An hour and a half later, I finally got my refund, at which point we departed. Soured our trip and it was so unnecessary. He wanted to line his own pocket. He is the one who lost big time because we did not give him the tip we were prepared to give him.
Third floor for fabulous ocean views, as long as no mobility issues (stairs only).
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
There is quite a bit here that is worrying especially the unsubstantiated claims management actually steals the tips! This is not true and certainly a possible hustle to ensure tips are paid directly rather than through the guest account and distributed on a weekly basis. Clearly this is something we have had to look into as it does present a very wrong image. The reviewer's waiters have been identified and interviewed.
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Whilst there was a small saga at check out, which was resolved, I am not so sure it was as dramatic as relayed. Certainly not from the reports received. I am happy for the reviewer to e-mail me directly on email@example.com, so we can get to the bottom of the incident. The transfer was part of the voucher but overlooked at check in. A new system where we are learning every day.
Yes, the bathroom and bedroom floors care in the process of being recovered with a product sourced in Belgium. We are making good progress with the work and hopefully will be through all the rooms in the next couple of months.
I understand the option was given for the reviewer to be allocated a ground floor room, which was declined on account of the view's from the upper level.
The Swahili Beach Team
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.