location of the hotel and environment

cleanness, food, entertainment and staff ( very professional)

Breakfast was good.

Closing the pool very early.

lovely place for a short getaway, staff are very attentive and always seemed positive! looking forward to my return already.

awesome experience.

nothing

Excellent location

Breakfast was monotonous, same things every morning

Scenery beautiful, meals good, courteous staff save for the incident at reception at check out.

The bills were not handled in a transparent manner. Hotels I have been to at that high level of Neptune, you deposit money at checkin at reception and on last day of check out, you are given bills showing accommodation at the agreed rate, meals if not full board and bar bills. You get refund or top up depending which side it turns out. At Neptune, I was just told the bills are fully covered, no documentation to break down my bills to show how I spent 900 USD! In my own calculations, accommodation all inclusive was usd 880 and I took bottled water at kes 400 and tots of amarula at kes 700 only. I am sure these extra bar bills do not equal to usd 20 or equivalent in KES. Though small amount which I ignored but the qesture was totally wrong, even if kes 1,000. This spoilt our 5 day good stay as we checker out. Also upon knowing check out date, remind guests at reception the previous day about travel readiness especially guests outside Kenya to do covid test, even go extra mile arrange with Premier hospital at the guest cost to do the test so guest have a smooth stay and fly back. That way I I.sure they will come back since these covid requirements are new guests can easily forget like us and we had to do a last minute run around to do test etc. Thanks

meal options are limited, bedsheets are weary

Amenities Entertainment Staff were great and helpful

Excellent staff always helpful and smiling

Improve the menu. Rooms need to be refurbished.

During check in I arrived early and excepted checking and 2pm. I was checked in at 5pm and the rooms kept being swooped to different rooms. During the billing of the facility, I was very stressed because of being gave different pricing if even after discussion and agreement of total price. When paying the the total amount I was send an amount and because I had difficult paying through link, I went complete the payment at receptions and within 1 hour of the being send through link and me requesting to complete payment at reception the total price had increase by 500 US dollars. So I requested an explanation it was not convincing because pervious day we had discussed add on person and fact that I didn’t get the room I had booked superior double for 1 and standards double for 2. But I was given Standard double for 2 and standard double for 1 . The whole experience was distressing and felt like the cashier was incompetent, you can’t send through link on the same day minutes different the price change going up by 500 US Dollars. This experience had a negative impact to my holiday. I would not recommend other people to the hotel.

I should be given my initial booked rooms and check in at the hotel stated time of 2pm. If the hotel could make this time the hotel should have apologised and kept me informed instead of the me chasing them for information. I was treated different because guest that came after me were check immediately and didn’t have to wait as long as I did. When I got to the property the bill should have been amended and correct bill presented to me, not been sen by link on the same day difference of about 30minutes the price changes from price on link to the price cash office presented to me Don’t they communicate? I stayed because I had no choice I had my elderly parents with me.