We chose this hotel based on TripAdvisor reviews. The room was modern, very clean, and attended to by the room boy constantly. The staff was exceptional.The food was good- similar to what you might expect on a cruise. The drinks were plentiful :)
My only complaint was with the front desk staff/ reception area. Check out was 10 AM, our plane didn't leave until 2:35., and we were traveling with elderly people. We asked if we could stay in our room until 12 and they indicated that we had to pay for this accommodation. I tracked down Nicole, the assistant manager, and she said it would be fine.
There was another lovely couple from Ireland that this happened to ( leaving later that day) and Nicole refused them altogether. So, they sat there in the pool area for about 5-6 hours waiting to be picked up.
The hotel was empty ( there were a total of 9 people and 7 were leaving that day) ------so it's not as if they needed our rooms to accommodate guests.
Another time, we wanted to send a quick email to our travel agent in Nairobi to indicate that are flights had been switched. I would think that a "small luxury hotel: would accommodate such a request, and send the email. But, we were told that we had to use their internet service for this. Which was no big deal but the computer was antiquated, and the internet BEYOND SLOW. And for this luxury, we had to pay 4.34 cents US. The next day, my friend had to get her return seats on a BA flight home. They had moved this piece of junk computer to the hotel next door which was opening that day. Again, no big deal except we had to wait forever to get online. It took so long, that our connection kept timing out. Discouraged, she just let it go, and wasn't able to get her seats. They did have newer computers used by management, and it would have been no big deal to allow her to use it and/or to provide the service.
When they left me a hotel recommendation sheet to fill out, I noted these complaints. The next morning, 4 people apologized to my husband regarding these complaints. But, the bottom line is, if you are a member of the Small Luxury Hotels, these small details, which tend to stress people out, should have been catered to.
On a positive note, my husband left his hat in a taxi coming from the airport, and Nicole actually tracked down the cab driver ( this was self initiated) who indicated that he would return it IF we used him to take us back to the airport.
All in all, as long as you don't have to deal with the front desk, and don't need the internet, you will be pleased with the hotel. From what I could tell, it really was the best hotel in the area.
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