olgadP4865HV2026-08-10
Disappointed by health hazards and overpricing during a medical emergency
I am specifically leaving a 2-star review to bring these issues to management's attention. We are currently staying at the hotel, and despite a lot of beautiful aspects of the resort and service (such a surprised room upgrade), we have already experienced several deeply disappointing moments.
Firstly, I had a medical emergency and needed assistance from the reception with a hospital appointment. I was in significant pain after twisting my ankle (by the way, on unmarked hotel stairs) and requested a taxi. When I directly asked about the price, the receptionist told me that the payment would be settled later and that the driver would generously wait for me at the hospital. It sounded like great care, until the driver demanded 2,000 KES for the trip from the hotel to Diani Beach Hospital, plus an additional 1,000 KES for a mere 6-minute drive to a restaurant after collecting my family from hotel for lunch. I find it hard to believe that the hotel staff chose to exploit a medical emergency to overcharge their clients by 2 to 3 times the local rate.
The second major disappointment—about which I have already emailed management—is that this luxury hotel allowed external "cat volunteers" to use guest facilities alongside families with children from 10 AM to 5 PM. This included them using guest beach towels, washrooms, and the swimming pool right after handling hotel cats with clear, severe skin conditions. I understand these "volunteers" overused the staff's hospitality, but permitting such a sanitary breach when guests pay enormous amounts of money to stay here shows that something is definitely wrong. The hotel urgently needs to organize proper professional veterinary care for the cats on their territory instead of relying on unprofessional volunteering services. There are families, children, and babies here!