1. We had a group of guests on the floor above us who were running and screaming till 1am..for 3 nights. Despite several complaints from ground floor guests, nothing was done. My request for a room change on the 1st night, seemed like a new request every morning despite the front desk saying they noted it every night. When I finally got a room change (after the group left), the billing confusion on departure could not be resolved for a month.

2. Even if you are in a group with an all-inclusive package, depending on the restaurant at which you eat, you may or may not be double-charged for drinks, as was our case.

3. It took 1 month for my inflated bill to be addressed, and it is going to 4 months now...still awaiting my refund. Never mind that the sales and marketing manager copied the reservations office, financial controller, credit manager and general manager. No wonder even the front desk brushes away complaints...this attitude starts at the top.

The only reason I give a 2, is because the restaurant staff are extremely friendly and quick to assist. Your managers need to learn from you.

Stayed for a week and had an amazing time. The staff went out of their way to ensure we had an amazing time, beginning from Hezbon at the reception who welcomed us warmly and ensured we got super nice rooms, Elias at the reception who always ensured our packed lunch was ready and on time everyday, Raymond who was our waiter and provided great service, to my favorite person Chef Bolton Chore who ensured the buffet always had an amazing variety of super nice and tasty food, talked to patrons to understand their "foodie"needs and ensured ice cream was available as a dessert because we told him we love Ice cream...for me small things matter and the treatment i got from the staff especially the ones mentioned here and the housekeeping staff will make me consider travelers every time i intend to stay in Mombasa.

Stayed here with my family,we had a wonderful time. Good service, good food and the ambience is simply amazing.The stuff were really friendly,my kids loved the kids club.The rooms were clean ,very tidy and we got the best views.