I had a terrible first days at the hotel after being picked and dropped at the hotel, I decided to go for a walk outside the hotel. on my way out I was rudely told by the security guard at the gate. "Stop and wait" there I complied as the guy let a car in (this took over 2 minutes) he then goes "who are you and what are you doing here?" I was shocked. Being African the guy properly thought there was no way I could afford to stay there I was so UPSET!!! the guy questioned me for 10 minutes, by the way I was not coming in the hotel I was going out for a walk!! my other bad experience was at the spa when the spa lady actually told me off for recharging my phone while waiting!!! the third issue was when I waited from 9pm till 12am because they had used dirty bed sheets. Apart from these issues I did meet some excellent staff a lady at the reception helped me arrange for my tours and the manager Andrew was good. My room apart from being without reception was ok. The dinner was excellent and I enjoyed the entertainment (wish they could have gone longer) It would really help if the staff are given customer service training because the rude ones that I encountered totally ruined my holiday and spoilt it for the good ones had I not paid I would have moved to Swahili beach. ( I asked Andrew if this rude behavior are only towards blacks and he said no but I can see another person of African decent had a similar problem with the staff) Also advise your staff not to assume that every visitor cant understand Swahili during the water aerobics I heard some of the guys say nasty stuff about the guest and some of the staff.
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- Also Known As:
- Diani Reef Beach Resort And Spa
- Diani Reef Beach Hotel Ukunda
- Diani Reef Grand Ukunda