Neptune Beach Resort

In May this year, my partner and I had an extremely disappointing and humiliating experience at Neptune Hotels & Spa in Mombasa. After a day trip to Wasini Island, we returned in proper dinner attire and tried to enter via the beachside. Security stopped us, could not communicate in English, and eventually called reception. Instead of welcoming us, we were interrogated about where we came from, what we wanted, and even how much money we had. When asked about our nationalities, I explained I am an African-American from the USA, while my partner is Dutch and white—though at that moment, I only mentioned my own. We were then denied entry and forced to walk more than half an hour around the hotel in dinner clothing, on muddy, flooded roads, while very hungry. Once at the reception, we were told we could not enter without a booking, and when we suggested dining instead, we were dismissed—told lunch was over and dinner would not be available for two more hours. In Africa, at a hotel owned by an Indian operator, such behavior is unacceptable. As a journalist, I also learned from locals that staff fear management, which only raises further concerns about the culture within this establishment. The experience was degrading, discriminatory, and completely unprofessional. Neptune Hotels & Spa treated us in a way no guest should ever be treated. I cannot recommend this hotel to anyone who values respect, hospitality, or basic human decency.

Exquisite beach views with breathtaking ambience, not to mention a perfect sunset experience.i would love to pay a visit again.

Great little place, not too many rooms so gives the small personal feel. Great garden overlooking the beach. Food is pretty good, recommend the snack bar by the pool, my husband doesn’t eat fish but has had the fish gougon everyday from the snack bar, he loves them and the tartare sauce! The staff make this place ! Nelson the pool/ garden guy! Honestly every day there with fresh towels, cleaning the grounds making sure guests have beds! He’s a treasure! Tobias- what a lovely chap! Everyday he’s there checking are you ok, have you got a drink, are you enjoying yourself, do you need a chair at the bar! Bar /garden staff like this are worth their weight in gold and make guests feel special, it’s service like this that makes guests come back to the hotel year after year. Restaurant staff - always helpful polite and ready to help! Sarah the trainee on the egg station, she doesn’t a perfect omelette! Entertainment has been good , animation staff friendly and inviting. I recommend this place if you like small and friendly and like the personal touch not just another guest! I’m still here for a few more days but will definitely be back with my family! A great base to explore and go on safari too. Ps I can’t forget the guy who comes and cleans my room every day, I haven’t caught his name yet, but it’s always clean and tidy and fresh towels when needed xx

Neptune beach resort is actually one of the best hotels we have stayed in . From arrival till leaving it was a dream stay … I have. Never met such amazing staff ll Caleb at reception is the most helpful and caring staff member that went above and beyond to make mine and my grandpas stay comfortable…….grandpa took poorly and Caleb always made sure the doctor was called , Caleb would always be first on hand if he seen grandpa struggling with his mobility offering a wheelchair to use . through this hotel the staff where the friendliest there is . the rooms where throughly cleaned and comfortable, the food was lovely plenty of choice and plenty of it no faults …. Nothing is ever to much for the staff . The swimming pool was large and nice there where towels and sun loungers always available . entertainment team were great . A few steps to the most dreamiest of beaches …… I will 💯 be returning !! The staff make this hotel amazing.

I decided to take a walk to the facility in Mombasa and probably consider a booking. On arriving, the guard gave me a weird look and asked where I was heading to. I told him and he refused to open the gate. He chased me and uttered some words. I understood it's because I didn't come in driving. Went to the next facility where will spending 4 nights. The customer service there is top-notch and the place is full. Do such hotels understand what they lose with poorly trained staff at the point of entry? One of these days I would like to meet one of the directors of Neptune and ask him qualifications of accessible Neptune. That name all inclusive should be out to action