Sultan Palace Beach Retreat Mombasa

The house we hot was beautiful, the location. They added mosquito nets in the rooms which was a plus.

Nothing

I booked Villa BH 504, a three bedroom sea view villa, about two months before my trip. I contacted the owner via WhatsApp, but she never replied. At first, I thought maybe it was too early, so I waited and tried again a month before my trip. She read the message but ignored it. I texted again a week before arriving, and once again, she completely ignored me. I couldn’t call directly from where I live, so I had to ask a family member in Mombasa to call her on my behalf. That level of unresponsiveness is unbelievably unprofessional.When I arrived at the villa, I noticed that what was advertised didn’t match reality. They listed that the villa had a hairdryer, but there was none. I messaged the owner again to ask about it, and, just as before, she never replied. So if you book this villa, don’t expect any communication or assistance from the owner because you won’t get it.Now, about the villa itself. Yes, Sultan Palace as a location is stunning the views of the ocean are beautiful but Villa BH 504 was a nightmare. The bathrooms were filthy dirty toilets, showers, and overall poor hygiene. The kitchen door was broken, dirty and most of the furnishings and fixtures were old and in desperate need of renovation.There were no mosquito nets provided, and the place was completely infested with mosquitoes, making nights very uncomfortable. The kitchen was crawling with large cockroaches and other strange bugs, which was extremely unhygienic and unsettling.For the first three days, the doors in the sitting room and bedrooms didn’t work properly. Imagine trying to go sightseeing while also worrying about whether your belongings are secure it was very stressful and unnecessary for a villa that should offer peace of mind.The only positive aspect was the cleaning staff. The caretaker who handled the cleaning was very helpful, reliable, and made my stay a little more bearable by showing up every day to clean and assist with whatever I needed.

I booked Villa BH 504, a three bedroom sea view villa, about two months before my trip. I contacted the owner via WhatsApp, but she never replied. At first, I thought maybe it was too early, so I waited and tried again a month before my trip. She read the message but ignored it. I texted again a week before arriving, and once again, she completely ignored me. I couldn’t call directly from where I live, so I had to ask a family member in Mombasa to call her on my behalf. That level of unresponsiveness is unbelievably unprofessional.When I arrived at the villa, I noticed that what was advertised didn’t match reality. They listed that the villa had a hairdryer, but there was none. I messaged the owner again to ask about it, and, just as before, she never replied. So if you book this villa, don’t expect any communication or assistance from the owner because you won’t get it.Now, about the villa itself. Yes, Sultan Palace as a location is stunning the views of the ocean are beautiful but Villa BH 504 was a nightmare. The bathrooms were filthy dirty toilets, showers, and overall poor hygiene. The kitchen door was broken, dirty and most of the furnishings and fixtures were old and in desperate need of renovation.There were no mosquito nets provided, and the place was completely infested with mosquitoes, making nights very uncomfortable. The kitchen was crawling with large cockroaches and other strange bugs, which was extremely unhygienic and unsettling.For the first three days, the doors in the sitting room and bedrooms didn’t work properly. Imagine trying to go sightseeing while also worrying about whether your belongings are secure it was very stressful and unnecessary for a villa that should offer peace of mind.The only positive aspect was the cleaning staff. The caretaker who handled the cleaning was very helpful, reliable, and made my stay a little more bearable by showing up every day to clean and assist with whatever I needed.

The location and view of the ocean is nice. The apartment was comfortable and had a nice interior

Checking in was an issue as the reception staff didn't seem aware of our booking. We had to trace the person who had our booking details. A ledger at the reception would be helpful. Also for a fairly new build the paint exterior of the building doesn't seem to be fairing well. You could see instances of wear on the walls on the exterior surfaces. That may need to repaint the whole place quite soon. Again the guys at the gate were not aware of our booking and were a bit difficult.

مكان جدا جميل ورائع ويستحق الزيارة مرة أخرى

لايوجد مطعم جيد المطعم اللي موجود يوفر قليل من الوجبات انتمى تطوير المطعم

The place had cockroaches all over. They need to have pest control on regular basis.

Was clean and beautiful

I am writing to formally raise a complaint regarding our recent booking through your platform. We are extremely disappointed with the service and experience at the villa we arrived at on Saturday 2nd August. We had booked a 3-bedroom villa together with a 1-bedroom apartment to accommodate our full group. However, upon arrival, we were informed that we had “lost” our 1-bedroom booking. This was the first time we were told about this issue – despite receiving no prior communication or warning before arrival. This last-minute change has caused major inconvenience, as we now do not have sufficient space to accommodate everyone in our group. To make matters worse, the villa management has refused to provide any extra mattresses or alternative solutions to help us manage the situation. Additionally, we found the villa not fully cleaned upon arrival, which is unacceptable and not in line with the standards expected through your platform. We have attempted to reach out to the local contact person by the name Fena, who we had successfully communicated with previously, but she is now unreachable by phone, leaving us completely unsupported in resolving the situation. In addition, there has been a drainage issue with the kitchen sink causing the water to overflow several times inside the property. We have been expecting a plumber to fix the situation since yesterday without any show. Given the multiple issues, particularly not being provided with the accommodation that we had fully paid for in advance, we lost part of our booking. There has been lack of adequate support, failure to provide alternatives, and poor cleanliness standards – we are requesting a full refund for the inconvenience and distress caused. Please treat this matter with urgency.