Sultan Palace Beach Retreat Mombasa

The house we stayed in was beautiful and views 20/10

Nothing

The whole stay was excellent but the bedroom AC was on and off and it was very hot There was no microwave in the kitchen and it was part if the equipment listed on the kitchen. There were no ironing services we had to request for one but what was delivered wasn’t in good shape we ended up burning the dress meant for dinner.

Every thing else was good

Everything

Slide pool for kids no water to slide

No breakfast

Early checkout, considering you have a big family

The staff on the group were helpful. The venue is good for quite days by the beach. There is not much activity around the venue

We were travelling as a group and had booked a 3 bedroom villa. When we arrived we were set up in 2 separate apartments. The actual host was not easily available and we relied on on-site staff who didn't actually work for the person we had booked through. We were promised that we would be moved to what we had booked and be partially refunded as the 2 beds are cheaper than what we had booked. The agent ( and we were not aware we were dealing with an agent until we had problems) stopped communicating with us and did not fulfill the promises they had made. Besides this. The one apartment had only 1 pot and very few utensils. The aircon in the other apartment was not working, there were dirty dishes when we came in and the washing machine was leaking. Highly disappointed.

nothing! but the guards were friendly....better than the host.

The property lied about the facilities and misrepresented the accommodation entirely. I paid for a 3-bedroom townhouse/villa, but upon arrival I was given a small apartment instead. This was done without consent, explanation, or compensation. To make matters worse, the air conditioning did not work at all—in 35°C heat. Despite reporting this issue daily, nothing was done. Eventually, we were forced to fix the air conditioning ourselves. Water was dripping instead of running, making basic living conditions unacceptable. The internet never worked, despite being promised and requested repeatedly. Many other items that were advertised and included were missing. The corridor lights barely worked, leaving the area dark and unsafe. Shockingly, we ended up trying to fix the lights ourselves together with the security guard, tampering with the main power supply—something guests should NEVER have to do. For the amount of money we paid, this was by far the most horrible stay we have ever booked through Booking.com. The situation escalated further when: The night before checkout, we met another guest who had already paid but was told there was no accommodation available. I had also booked an additional apartment, which the property sold to another client who paid more in cash, forcing me to urgently find another hotel elsewhere. Because most hotels were fully booked, I had to stay separately from my family. Since I had paid upfront, I could not cancel. To date, we have heard absolutely nothing from the property—no apology, no explanation, no attempt to resolve the situation. There was no manager on site at any point to resolve these serious issues. This was not just poor service—it was deceptive, unethical, and unacceptable. Utter nightmare. If there were awards for incompetence in hospitality, this place would win gold. We will be seeking compensation and strongly warn others to stay away.

The customer service was excellent and friendly. The housekeepers were available to help.

The environment!

Most of the items in the house were none functional, like the water dispenser. The customer service was pathetic. I was disappointed in the entire trip!