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.

Located on the silver sands of bamburi beach north of mombasa in diani . Very beautiful with out door pools and many many beach activities to keep all covered

We were a large family group, occupying several rooms at this all-inclusive beach resort, just before the Easter weekend, staying for 7 nights. The first couple of days were acceptable. Rooms are average, cleaned and maintained every day. Food was less than average, all the beef dishes were chewy and repulsive, other food was okay. The baffling part is we never had enough silverware/cutlery and napkins at our table(s), always having to ask and wait for these items. The worst part was half-way through the week when they ran out of food at almost every meal, probably because the hotel was packed to the gills and it was hard to find a table if you didn't get there early enough. Management was lethargic and mostly non-responsive. However, the servers were excellent, and tried very hard to do a good job. In particular, a head server/supervisor named Ester went above and beyond to make amends for any shortcomings, and we are eternally grateful to her for her tremendous efforts, cheerful demeanor, and willingness to do everything possible to ensure our comfort - huge shoutout to her!! The location is fabulous, offering white powdery, sandy beaches, gorgeous sunrises and peaceful walks on the beach. However, we will avoid staying at this resort in the future.