These are actually 2 joint resorts:
the Neptune Village, which is oriented towards families and offers the full entertainment program (with a DJ that LOVES techno music, so be warned if that’s not your favourite), and the quieter Neptune Paradise, which seems more oriented towards couples and individuals who prefer a more relaxed holiday.
Each has its own pools, restaurant(s), business center, but they can be used be guests of either resort.
We stayed the first half of our 3 weeks stay in the Village, then went on a 3 day safari, and decided to change to the Paradise after we came back from the safari.
In our impression the Paradise was not only more quiet, but also had a higher overall standard - but that might be also due to the fact that we were upgraded from standard rooms in the Village to superior. The only negative thing in that room was that there were obviously some nasty insects in our bed or mattress, coz we woke up every morning with new bites that were clearly not mosquito bites (we still have the nasty marks to remind us of this unpleasant part of our vacation). Our request to have the bed and mattress treated with some insecticide was however never understood but anyone we asked, the room boy always just sprayed the air, which of course didn’t kill the insects in the bed.
(this as explanation for my low mark for “sleeping quality”).
Otherwise the cleanliness was very good, better than you would expect it in Africa. I was especially pleased by the pool, which was big and deep enough for some real swimming, and which was cleaned daily (something that I don’t take for granted anymore in many countries)!
This was however also absolutely necessary, as swimming in the sea is not really an option on most of Diani beach. The water is very shallow (during low tide people would walk hundreds of meters seawards from the beach), and the bottom is overgrown with seaweed, which also floats in the water in big chunks, which makes it quite unpleasant to swim through it.
(this, and the fact that the hotel is at the very end of Diani road, far from everything else, as explanation for my low mark for location)
Both resorts are partner of big tour operators like Neckermann or Thomas Cook, so they are largely occupied by this type of “package tour” guests. An attendant of these tour operators is taking care of the needs of those guests, with the effect that the hotel itself does not show much own efforts to attend to the requests of guests, who have not booked through one of these tour operators.
Notably the receptionists in both resorts proved to be completely useless. E.g. when I informed them that I wanted to check out they asked in all earnest: so what should we do? And when we came back from our safari and wanted to check in to our new rooms, for which I had made a reservation with the sales executive before leaving, the two receptionists just stared on their lists, where they couldn’t find my name, tried to make phone calls with no apparent results, and otherwise just stood there with a helpless expression in their faces, and kept me waiting for more than 15min without ever saying a word to me, not why they couldn’t check us in, much less any word of apology. Only the housekeeper who came after an eternity explained us the situation, that our room was still occupied by the previous guests who had not yet checked out (at 5pm!)
In the end I even had to pay the full day all inclusive rate for this room, even though we could use the room or anything else only after 6pm!
The waiters and bar attendants were of course all very friendly, and always liked to chat with the guests. This did however not always help to improve ones mood over otherwise poor service. The “all inclusive” service in this hotel just confirmed my dislike of this concept and my bad experience I had made earlier in the Dominican Republic. While you can get free food and drink almost any time during the day (bars would close at 12mn), you just have to contend yourself with the cheapest stuff they come up with, and sometimes even that is out of stock. Some more examples of such “all inclusive” service: plates on the buffet often were only refilled after explicit request, more than once the juice was clearly diluted with water; the pool bar was not occupied most of the time, the “backup” restaurant for late breakfast or afternoon snacks was either unattended or working in slow motion,…. In short, the staff, despite all their friendliness, was not really eager to make the guests consume – unless they would order something to be paid extra.
What pissed me off most however was, that you could not leave your plate or glass unattended for more than a minute (e.g. to go to the toilet, to get something else from the buffet, or just swim a short round in case of the pool bar) without some waiter removing it, despite the fact that it might have been almost full. Sometimes they even tried to take our plate away while we were still eating!!! I have no idea who of their superiors had instructed them to do so, but that goes certainly far beyond keeping an orderly look on the tables. I consider this plain rude!
Ok, this is getting too long, so I guess I should end here. There might be still more interesting things to tell (in 3 weeks a lot can accumulate), but I think you can get the picture.
I would certainly not stay in this (or any other all inclusive hotel in Diani beach) again, especially after experiencing something far better (Pinewood Hotel) only weeks before (see report there).
- Official Description (provided by the hotel):
- The Neptune Paradise Beach Resort & Spa is set in a beautiful tropical garden. The 92 rooms are in makuti roofed cottages bungalows with only 4 rooms per unit. This gives you a relaxing and quiet holiday. Restaurants and bars form a perfect match between hotel and nature and offer a real African atmosphere. The Resort is located at the South Coast at the famous Diani Beach. Mombasa town at ca. 40 km, Moi International Airport at ca. 45 km and the nearby Ukunda Airstrip is only ca. 8 km away. ... more less
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- Also Known As:
- Sentido Neptune Paradise Hotel Diani
- Neptune Paradise Village Hotel
- Neptune Paradise Village Ukunda