Neptune Paradise Beach Resort & Spa

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

For more than twenty years, I have shared my thoughts on hotels and resorts around the world, and have written many favourable reviews. However, Neptune Paradise Beach Resort & Spa is beyond exceptional. It is truly unique. I cannot recommend a visit more highly. From the moment we arrived, the standard was evident. The rooms were spotless, air-conditioned, and equipped with mosquito nets around the beds. Housekeeping was impeccable — the room was cleaned daily to a very high standard, and bottled water was replenished each day, which we kept chilled in the in-room fridge. There was simply nothing to fault. The staff throughout the entire resort were extraordinary. Friendly, kind, professional, and always willing to help, their positive attitude ensured every guest felt genuinely welcome. Many spoke multiple languages, ensuring no one felt isolated or misunderstood. Service here is not just a duty — it is clearly part of the culture. The food was first class. Every dish we tried was absolutely delicious, with an impressive variety available. Although there are several restaurants within the resort, the main buffet offered such a wide and high-quality selection that we rarely felt the need to dine elsewhere. The poolside restaurant served excellent snacks with equally outstanding service. During the day, a self-service tea and coffee station was available — a thoughtful touch. Premium coffees were offered at an additional charge, though perfectly good options were freely available. If I were to suggest one small enhancement, perhaps a selection of small cakes, biscuits, or even ice cream alongside the drinks would make it even more delightful. Valentine’s Day was unforgettable. The evening dinner was a magnificent feast — lasagna, oysters, turkey, ice cream, outstanding desserts, fresh fruits, and almost anything you could wish for. The decorations were elegant and beautifully arranged, and the staff rose to the occasion with grace and style. The resort itself is thoughtfully designed and immaculately maintained. Multiple swimming pools, table tennis, darts, and numerous other activities ensure there is something for everyone. The grounds are beautifully landscaped, creating a peaceful and relaxing environment. However, the true measure of a resort is not how it performs when everything goes smoothly, but how it responds when things go wrong. Upon arrival, we discovered that one of our suitcases had been broken into during our journey with Lufthansa from London Heathrow to Mombasa via Frankfurt. The locks had been smashed and many items stolen. To compound matters, my wife became seriously unwell shortly after arrival and required treatment at a local hospital in Diani Beach, where she received excellent care over several days. She then had to remain in our room for the remainder of our holiday to recover. This is where Neptune Paradise truly demonstrated its greatness The staff went above and beyond in every conceivable way. Managers, supervisors, housekeeping staff — all regularly checked on us, whether visiting the room or speaking with me on the porch, ensuring we needed nothing. Their care was sincere and constant. Reception organised taxis for hospital visits and trips to the supermarket for replacement essentials. The beach security staff were ever-present and reassuring, particularly when local vendors approached guests. At night, guards patrolled extensively, providing an additional sense of safety and comfort. Although our planned excursions and safari had to be cancelled, we made the best of our time in paradise. I spent peaceful hours on our balcony watching monkeys play in the trees and roam the beautiful grounds. When I visited the beach, the miles of golden sand and the sea — shimmering in countless shades of blue — were simply breathtaking. The occasional visits by camels and ponies added to the spectacle. The on-site representative from TUI Group was personally kind and caring, although frustratingly unable to arrange an early return flight home for UK guests — a limitation applied only to the UK and not other European destinations that seems unnecessarily restrictive. Attempts to resolve matters between TUI and Lufthansa led to circular responses, each saying I had to speak with the other, which was disappointing. Nevertheless, this frustration never detracted from the resort’s exceptional support. In over two decades of travel writing, I have learned that true excellence is revealed in adversity. Neptune Paradise Beach Resort did not merely meet expectations — it exceeded them at every turn. I will not single out individual staff members, as I would inevitably omit someone undeservedly. What I will say is this: such consistent excellence can only reflect strong leadership and a culture of genuine care. The standards upheld at Neptune Paradise are clearly driven from the top and embraced by every member of the team. This was not just a holiday. It was an experience of warmth, compassion, and professionalism that we will never forget. It was a shining example of how to instil a culture of customer care through each and every member of your team! I wholeheartedly and unreservedly recommend Neptune Paradise Beach Resort.

Great property- had a fantastic time with Samson and Saidi who took us on a very interesting transparent kayak ride up to the reef and back. Extremely knowledgeable and very entertaining. Asante sana

True to its name, the place is truly paradise. First-class service, peace, quiet, relaxation, and the soothing sound of the ocean.