We stayed at Diani reef this past weekend (Feb 2013) and I must say we were extremely disappointed. I have been a huge fan of Diani for quite a no. of years now but it was quite shocking to see how everything has become so bad, from the service to amenities.
We started to experience the poor service right from the gate, when we got at the gate instead of the gate-man checking our car and letting us in, he proceeded to ask us weird questions "what can I do for you?" probably because we are locals
When we got to our room the key didn't work, they replaced it 2 more times and it still didn't work, we finally opted to go swimming as we waited for the key to be sorted. When they got it sorted they didn't bother to bring it, we had to go get it after we were done at the pool and needed to change.
After finally getting in the room, the safe wasn't working. The maintenance told us it was batteries, they got it replaced just before our check out
After cleaning they forgot to put new towels which again took hours to replace
In the evening, power just went off at some point so we were left in dark, the maintenance had to open up the ceiling to repair. Turns out something was faulty with the wiring
The phone wasn't working, the TV screens are really old, No even an information booklet in the room
In the kids play room, it was so hot (no fan, no a/c) such that the kids couldn't even stay in there for longer than 1hr. Most of the toys are broken they can even hurt the kids and the animator was no where to be seen most of the time
Everything in the hotel is basically falling apart, some lights were just hanging loose. The lift is definitely to avoid, the grass outside is so dry and the lawns are poorly maintained. The only good thing left in the hotel is the food.
Whereas in the past there was always a Manager or a supervisor walking around and checking on the guests that's no longer the case. We didn't see any one from management and most of the staff were attachment students who had no clue what they were doing
All in all we had a horrible experience, the definition of poor service. The hotel badly needs a repair
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- Also Known As:
- Diani Reef Beach Resort And Spa
- Diani Reef Beach Hotel Ukunda
- Diani Reef Grand Ukunda