Neptune Paradise Beach Resort & Spa

Food not great. Great hotel. No quality checks on meald

We have just returned from 10 nights at neptune paradise resort and spa. First impressions of reception was a bit mixed as not very impressive but we received a warm welcome and greeting, upon walking to our room our impressions changed immediately as we were greeted with beautiful well kept grounds and lovely accommodation buildings. I cannot fault how clean this hotel is and how tirelessly they work to maintain this. We didn't realise when we booked that it was the end of long rain season, but we had fantastic weather only rained a few days for a few minutes. What this did mean is that we had less people at the hotel, pools to ourselves for days and quiet resturants. For us the staff really made our holiday, always speaking to us and we had some great conversations. We had the best barman called Gift who really looked after us and his service was excellent, at the swim up bar Edward, Fred and Brian were amazing and looked after us so well. It did seem that the hotel does give these staff short contracts though which is a shame as they let others that were not so good work and the best let off. The animation team were also very good and gave their all to entertain at night and throughout the day. Star of the show for us was choreographer and amazing dancer Vincent. He is a great dancer but also a lovely person who had time for everyone and an asset to the hotel. Pools were all clean and tidy, although if you have children be careful as the deep pool is nearly 9 foot deep. Do not leave your drink unattended by the pool as the cheeky monkeys will sneak over and drink them and pinch your fruit but again we enjoyed seeing them and they were not a pest. The beach was amazing and we loved the sand and sea but the biggest downside was the guys on the beach who harress you constantly and rudely. They even followed me into the sea waist deep trying to get money out of us. This meant I only went back on the beach once more which was a shame. The only other downsides of the hotel for us was due to it being low season they hadn't opened one resturant and we're doing building work which meant we had hammering and sawing most days by the pool. Overall we had an amazing holiday and made some great friends in Gift, Edward, Brian, and Vincent. We look forward to seeing you all again soon.

The facilities are excellent, the rooms are spacious clean and comfortable. The pool was warm and a good size with a swim up bar. The restaurants and bar were nice with good service. The food was generally good, sometimes excellent and occasionally poor. The breakfast was lacking in variety The reception was helpful except once recommending that I take a hotel taxi to a location which was unnecessary and expensive since tuktuks are much cheaper. Overall a good and enjoyable holiday.

We stayed at six different places during our stay in Kenya and had no issues anywhere else but standards at Neptune Paradise are poor. Firstly, the reception was rather frosty. It was as if they hadn’t expected us or that we were a nuisance. This is particularly noticeable as it was low-season; the resort was not busy. After some time we were brought a welcome drink and shown to our room. We were told to use the safe but the safe had been left in the locked open position so we couldn’t close or reset it. We tried to call reception but the phone also didn’t work. We then walked to reception and were told someone was coming to sort the issues. After 25 minutes, no one had arrived so we had to walk back to reception again who also didn’t know where the guy was. The safe was then sorted but he said he didn’t deal with phones. At this point we had wasted over an hour so just left it. We returned later to find it had been sorted. The staff work hard but are clearly unhappy. Again, everywhere else we had stayed, staff talked about how the hotel looked after them or how many years service they had - staff at Neptune Paradise definitely don’t appear to want to be there. The food is ok, the buffet offers a range of options. We also had a meal at the Indian and Italian à la carte restaurants. The Indian was very nice but very rushed, the Italian was the best meal we had. Unfortunately, we both had upset stomachs during our stay, again, we did not experience this anywhere else in Kenya. On one day, our room still hadn’t been serviced at 2.30pm so we ran out of water in our room and asked for some more bottles but this was only sorted once a manager stepped in and directed staff to replenish them. We also went to the Neptune bar one morning to re-fill our water bottles to find the cooler hadn’t been replaced. Service is very slow. Sometimes you may order a drink with your lunch and it won’t arrive until you have finished your meal or even at all! We gave up ordering drinks with our meals and just took our water bottles with us. There was also a towel replacement area which we only used once (we try to be environmentally friendly and keep our towels) that opens at 9am. However, at 9.25am we were back at reception asking for a towel - they wouldn’t give us one but said they would call the guy! Lastly, after finding out how expensive a late checkout was, we said we would just use their shower room facilities. (Strangely, this was exactly the same room as ours so then another room had to be cleaned) We shouldn’t have been surprised to turn up to a shower room that had no towels - back to reception again! If you want basic, go in low-season, and use it as a base, if you’re going out to other places. There are some lovely staff like Ibrahim and Hassan who worked at the bars and offer good service but don’t have high expectations.

Beautiful hotel and place. The food was delicious, my favorite was the fresh juices from mango, pineapple and other fruits, which were available at any time of the day as part of the all inclusive. Mango spoils quickly, sometimes the juice had to be replaced, the staff understood. About 20 minutes by tuk tuk from the hotel there is an orphanage in Ukunda. The number there is +254 716 135 501 for Mrs. Gladys. They are also on WhatsApp, you can arrange a visit. We brought them school supplies and bought rice for them. Please take something for the children, even old clothes or some crayons. They will be very grateful and will show you around their home and the local school. It is a great experience for us and a great help for them. If you can, take some maternity clothes for this holiday that you would like to get rid of at home and donate them to the locals before you leave. They will be grateful for any T-shirt, flip-flops, toothbrush, leftover shampoo. Milada Nedbálková from Czech +420 739 261 322