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“Amazing Service with a smile”

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Serena Beach Resort & Spa
Ranked #2 of 7 Hotels in Shanzu
Certificate of Excellence
Silverdale, Washington
Level Contributor
21 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
“Amazing Service with a smile”
4 of 5 bubbles Reviewed March 6, 2013 via mobile

Great staff, Evelyn at the reservation office was very attentive and helpful, Phobe at the front desk assisted us to get a great refurbished room, the wait staff are very attentive. Make sure to have a espresso on the beach by Joshua! Beach staff are great, make sure to reserve your perfect table and beach chair. Even had a haircut in the Salon. The Spa is a treat as well, very courteous. When I addressed the GM about the political stability he assured me that the hotel was cautious and wod notify us of any traveling dangers.

  • Stayed March 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank chris c
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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559 reviews from our community

Traveler rating
    328
    154
    49
    19
    9
See reviews for
126
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (143)
Date | Rating
  • Chinese (Simplified) first
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Norwegian first
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  • Any
English first
Silverdale, Washington
Level Contributor
21 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
4 of 5 bubbles Reviewed March 6, 2013

My wife and I have just spent four days here. The staff are so overwhelmingly helpful that anything that does not fit your taste is quickly set aside. The beach staff are very helpful and will set up a padded lounger and towels daily, the front desk staff, wait staff, house keepers, spa staff etc are also equally helpful with suggestions and are very attentive. When speaking with the GM about political stability, and our travels he soothed our fears and offered to have us spend an additional night. The food is great with many options. This hotel is set up for weekly holiday travelers. a few tips, try to get a refurbished room. reserve your table for breakfast and dinner near a view you like, Make sure that you have a afternoon coffee or espresso from the barrista who came in 4th in the whole country, he makes a special tea as well.

Room Tip: refurbished sea view room but really anyroom is good unless you like to sit on a balcony and read...
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  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank chris c
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ellicott City, Maryland
Level Contributor
12 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
3 of 5 bubbles Reviewed February 27, 2013

Pros: A nice looking hotel with a great view of the beach and a nice pool area.

Cons: They only give you 1 key for your room. If you're with someone else, you're screwed. There are no clocks in the room. None. I had a busy day of meetings that started early and asked for a wake up call. It never came.

I'm sure there's something better in Mombasa.

  • Stayed February 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank TowsonTiger96
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Karachi, Pakistan
Level Contributor
125 reviews
48 hotel reviews
common_n_hotel_reviews_1bd8 70 helpful votes
5 of 5 bubbles Reviewed February 26, 2013

I was fortunate enough to find time to spend two days and three nights at this Serena. This is not my first visit, nor will it be my last ... I love being on the ocean and away from the city and just "vegging".

The actual reason for my trip to Mombasa was business, and this is where you could take away a "star" -- the hotel is quite a way away from the city. During rush hour, it can take over an hour to get out of Mombasa and back to the hotel. Added to this, the rooms are not very well outfitted with wi-fi, but again, if you really need this I'm sure there are places in-town where you can stay.

Once over the need to be there in Mombasa for work, I let the Serena experience take over. The property is magnificent and the staff, as always, fantastic. Lounge chair looking out at the Indian Ocean is exquisite. In addition, the food at Jahazi Grill is excellent.

For me and my wife, the need to just sit was completely fulfilled by the site and the staff. Well done.

  • Stayed February 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank BLA07
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bedford, United Kingdom
Level Contributor
14 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
5 of 5 bubbles Reviewed February 18, 2013

The fact that many residents keep going back speaks for itself. The environment is so relaxing with palm trees by the beach, excellant service and in beautiful surroundings that is just the perfect scene for a relaxing holiday. The staff are its greatest asset being typically friendly and more than helpful. The main restaurent and choice of food is first class. In the confines of the hotel is the 'Jahazi Grill' which serves food of the highest quality anywhere in the world in fabulous surroundings overlooking the beach and the sea.

Room Tip: Anywhere as you do not spend much time in the room
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  • Stayed February 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank BillJago073
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
California City, California, United States
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 12 helpful votes
1 of 5 bubbles Reviewed February 5, 2013 via mobile

Horrible is hardly enough to describe the catastrophical service and experience with Serena Beach in Mombasa. This is by far the worst hotel I have ever been to. Not only is the whole bunch from Anastacia to Ali crooked and contradicting, but they will stop at nothing to rip you off.

We stayed at this hotel after booking online (confirmation included!!! for a sea view room which we never were offered to say the least). A day before checkout, "suddenly" an issue arises with the booking and we are asked to pay more money for a room which was already paid for. Like often in this corrupt country, neither was an option to pay under the table left out either.

After hours of complaint and proof of evidence, 2 fake bills were provided, with the one that was billed to us clearly varying in nature and amount to that which they kept for their "records".... I questioned this move and was told it was more or less normal procedure and that they would "correct the errors" the following day!!! And to cover their filthy lies, they even had the nerve to involve a local police officer who lwas more than helpful to us after he was asked to lock us in by the trio.

Caution to all travellers lured by the promise of sandy beaches and excellent service, the reality is the opposite at Serena, the neighborhood is ugly, a grotesque of what an holiday destination ought to be. The beaches are dirty.

Serena ripped us off of one night as we checked into another 5 star (and honestly much better hotel, better food, location and hospitality) and robbed us of our holiday experience.

Prior to booking this hotel I read an extremely negative similar incident by a client and now regret not being more
cautious and avoid them altogether.

Stay away!!!

  • Stayed February 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
9 Thank Olamide F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SerenaHotels, E-Commerce Manager at Serena Beach Resort & Spa, responded to this review, February 25, 2013
The complaint is extremely unfair as the client has misrepresented facts. We do not wish to engage in a discussion on issues which are of a senstive nature and our investigations have confirmed that our staff acted well within the policies and procegures of Serena Hotels. We regret the incident and wish to reconfirm that we will always strive to provide caring service to our clients.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Toronto, Canada
Level Contributor
19 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
5 of 5 bubbles Reviewed January 31, 2013

We came here almost as refugees from a bad experience at Mombasa Beach Hotel, and we loved every minute we had here. The rooms, the food, the lobby, the beach, the pool - the main problem was that we wanted to be everywhere at once. The parrot, Serena, was very cute too. We traveled in June 2011. It's not cheap, but it's worth every penny.

  • Stayed June 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Justin P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Serena Beach Resort & Spa

Property: Serena Beach Resort & Spa
Address: P.O. Box 90352, Shanzu, Mombasa 80100, Kenya
Location: Kenya > Coast Province > Mombasa > Shanzu
Amenities:
Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free Parking Restaurant Room Service Spa Suites Swimming Pool
Hotel Style:
Ranked #2 of 7 Hotels in Shanzu
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — Serena Beach Resort & Spa 4.5*
Number of rooms: 166
Official Description (provided by the hotel):
With the shimmering sands and waters of the Indian Ocean stretching before it, amidst verdant, bougainvillea-filled gardens, and shaded by gently swaying palm trees,Serena Beach Resort and Spa offers the ultimate tropical paradise. Treat your palate to a superb selection of of a la carte seafood dishes at the Jahazi Grill which is set on a beach and styled to resemble an Arab dhow. ... more   less 
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Also Known As:
Serena Beach Hotel Shanzu
Serena Beach Hotel And Spa
Hotel Serena Beach

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