We booked into this hotel in March 2010. We have family in Mombasa so we really just wanted a basic hotel to lay our heads at night. We stayed with family for the first few night until we found what we thought was a suitable hotel. Firstly let me say the advertised price for a double room was KSH10.000 - but the hotel was empty and so we bargained down to KSH4.000 per night on a room only basis. Our room was very clean though basic. The ''aircon'' was Awful, an old TV style box over the door which as decribed in another review did sound like a tractor and did very little to cool the room, not helped by the fact that the cleaning lady switched it off every morning (despite asking her daily not to do so) and so we came back every evening to a furnace which took an hour to cool down.
The staff at the reception were very rude. There was a dispute over a payment one morning we went down to the girl at the desk to pay for 1 night in advance - she said she hadnt got a receipt book but it would be fine, we had done this a couple of nights previously so we agreed to get the receipt on our return. When we came down next morning to go on safari nobody had any recollection of us paying and kept us there for 90mins while they called all managers accountants etc. The staff became very loud and aggressive suggesting that we were trying to pull a fast one. There was 5 members of staff all suggesting we owe 4000ksh, it was very embarrassing as it drew the attention of the other one or two guests that were there. We asked to speak to the girl who we paid the money to be she was ''uncontactable''. We were told the matter would be dealt with by the management.
Management is Mama - let me tell you, never before was the term ''Wolf in Sheep's clothing'' more apt. She was oh so nice to us when we booked in, and as we were paying on a night by night basis she couldnt have been nicer to us. By the way, we were told to pay in cash as we were given a ''good rate'' and she'd be in trouble. When the dispute was brought to her attention she told us just to pay it, ''as 4000ksh was nothing to us'' and when our prehistoric aircon gave up the ghost that night she just asked what we were expecting her to do!
We went back to the girl at reception in the evening and asked about the ''missing payment'' and she said it was fine, the matter had been dealt with - nothing more. We informed her we were checking out at 6am for the airport and settled up for the final night. Next morning, with our taxi waiting, the money issue started again and we were asked us to wait while they (very slowly) checked our room ''incase we left anything behind''. We were told we should have just paid the 4000 and now we must wait until our room is checked. We had no choice as they were so rude we were half afraid they might accuse us of stealing something or worse. After 45 mins we were finally told our room was fine and they hoped we enjoyed our stay and would come again. I couldnt believe it!
It really was the most unpleasant experience I've had with a hotel. You could say that this is a once off dispute and yes that could be true - but the hotel itself left Alot to be desired. The maids, pool guys were all polite and friendly and the room was clean. But even for a basic hotel you expect a certain level of comfort and as the aircon was useless and the bed was really uncomfortable - baring in mind its on a strip of many hotels, I really couldnt recommend this at all. We were literally only there to sleep at night and even that was a horrendous experience.
This review asks to describe the hotel staff - were they incredible? Yes, but for all the wrong reasons.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
17 November 2011
The New Management of Indiana Beach Hotel deeply apologizes for the mismanagement and mishandling of the problems the past clients faced during their stays at the Hotel. The Directorship is working with a new team to achieve newly set standards and core professionalism in handling guest issues. We assure all clients that there is already a noticeable change and we will take most care to make all clients and holidaymakers have a most hospitable experience. Please Visit Indiana Beach Hotel for a vibrant costal hospitality.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC