It saddens me to say I have had an unhappy stay at Reef. I am a frequent guest here, have stayed 12+ times in the past 5 years and have loved every stay until my recent stay last month. I booked through FTI, a German tour operator (never again!). I didn't book the cheapest room as I didn't want a garden room, I wanted a sea view room, so I booked a more expensive room. I arrived early in the morning and the guy in reception tried to give me a garden room, I told him I hadn't booked a garden room so he gave me a sea view room. However later that day, the "new" front office manager contacted me and told me I would need to pay extra to stay in the sea view room. I showed him my FTI booking, I showed him how I booked it online and how I had not chose the cheapest room, he still insisted on charging me for a sea view room. I contacted FTI about this and they were no help either. That night when I was in bed, I got a call from reception saying I owe money for staying in the sea view room. I told them I was in bed and would deal with this matter in the morning. The next morning, I was awoken before 8am with a phone call again saying I owed money to stay in a sea view room.
I was so upset as I am a very frequent visitor to Reef, I bring lots of friends out with me from Ireland and the UK to Mombasa and we all stay in Reef, I invite my Kenyan friends into Reef every night for dinner and spend lots of money in the hotel but this is how they treat their good guests. The front office manager only started in Reef in Sept and this is how he treats his guests. I did not book the cheapest room, I had written proof of it but still he still insisted I was wrong. So I moved to a Garden room for the rest of my stay as I refused to pay the extra money, he even tried to get me to pay for the couple of nights I stayed in the sea view room! So be careful with your bookings as you do not want to encounter the new front office manager as he is likely to make you cry.
Usually all good hotels all over the world upgrade their frequent guests, never downgrade them, that has to be a first.
It is such a shame as the rest of the staff are as wonderful as ever, especially Isabella in Customer Relations, she should be called Saint Isabella.
- Official Description (provided by the hotel):
- The Reef Hotel Mombasa is a friendly, relaxed Hotel, professionally managed since 40 years by the same family to serve a mix of international and resident guests. The hotel offers a combination of resort facilities for beach holidays, as well as business services including conference rooms and corporate business facilities. The Reef Hotel Mombasa is conveniently situated on the white sandy beaches of Nyali overlooking the beautiful Indian Ocean. We are adjacent to the very best shopping areas, clubs, restaurants and golf courts and only 7 kilometres north of Mombasa city centre. The original Reef Hotel Mombasa was built in 1972. The hotel just had a significant renovation and has re-opened with new designed rooms and public areas. Reef Hotel rooms are air-conditioned, each with its own bathroom, balcony, telephone extension and TV. Buffets are the traditional way we serve meals with a international mix of cuisine. Enjoy our romantic candle-lit dinners on theme nights (African, Chinese, Lebanese, Indian, International, etc) and regular barbeques. A choice of 3 restaurants and 4 bars, and water sports directly on the beach assure you that the Reef Hotel Mombasa is ready for your holiday. With regular entertainment by our resident live band and disco, 3 fantastic swimming pools, Jacuzzi, tennis courts, relaxed sun-bathing and elegant evenings; yours will be a very special holiday in Reef Hotel Mombasa. ... more less
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- Also Known As:
- Reef Hotel Mombasa