We spent 10 nights at the Neptune village in a big group of 10 adults and 9 children all under 12 years of age from December 23, 2013 to January 1, 2014. The kids had a wonderful time with the kids club attendant- Binti doing a wonderful job by having fun activities all day long. The animation team was also wonderful with fun sports e.g aqua aerobics, water polo, beach volleyball e.t.c. The restaurant supervisors organized a good sitting place for us all at the restaurant and attended to our requirements well enough- kudos to David and Douglas.
However the whole group was sick at one point or another during the trip with running stomach and discomfort for some lasting for days. My wife had to go to hospital where she got antibiotics from the infection. We realized that the vegetable salads at the restaurant were not always fresh even smelling at times and opted out of eating uncooked vegetables. The fish also looked slimey even when cooked and we had to stop eating it especially after a number of us got sick.
The telephone in my room never worked and I had to walk to reception to ask for information or make requests. Towels and bedsheets would not be changed regularly in the rooms and we had to make several requests for extra towels required in our room on daily basis. Pool towels were rarely available for replacement and we had to spend 3 days with the same towels because returning and getting towel cards did not guarantee getting towels on the next day. Some towels were so old that the edges were torn we were left wondering why they could not just have acquired new towels for a facility that advertised itself as 4 star. Some members of our group who went for massage service were disappointed and deemed the aromatherapy poor and not worth trying.
We did not meet any senior management at the restaurant or pool side where we spent a lot of our time during our stay. Senior management were only introduced during new year's eve dinner. My family had an option of spending an extra night at the facility as our flight was a day later but we changed hotels for one night because of our bad experience. We spent our last night at Diani Reef hotel which was quite pricey but at least we felt that it was of much better value.
Although our kids had a lot of fun and we adults enjoyed relaxing around the hotel and beach, this was not value for money and lesson learnt was that we should not spend such a long time at the hotel.
- Official Description (provided by the hotel):
- Ideally situated at the beautiful Diani beach. It is here that you can experience African hospitality up close and at its best. Perfect match between resort and nature thanks to makuti roofs on rooms, restaurants and bars and the very large tropical garden. One of the widest beach front hotels of Mombasa. Enjoy the All Inclusive concept. Ca. 40 km south from Mombasa, ca. 45 km from Moi International airport and only ca. 8 km away from the nearby Ukunda Airstrip. ... more less
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