Neptune Mara Rianta Luxury Camp - All Inclusive

For our first trip to Kenya, this camp was an amazing choice. Our safari guide, Emmanuel, showed us everything we wanted to see in Masai Mara. Daniel, our butler, was always smiling and great with laundry, coffee and turndown service. He even walked us back to our tent at night. Robert served our meals with a smile, and the food was excellent, thanks to the chef. Manager John and guest relations head Sharon were incredible too. The staff and service were exceptional. To me, it’s the best luxury camp.

We arrived to check in on 11/9/2025, with three rooms for six guests. In room 3, we found that three monkeys had gotten into the tent, eaten the food and left feces on the floor. We told the butler and management. They apologized and promised a thorough, prompt cleaning. We asked to change rooms but were told the hotel was full. We’ve had similar things happen on safari in Thailand and Bali, though not this badly, so we understood that it could happen. After our excursions, we returned after 10 pm to find a foul smell and feces still on the floor beside the bed. The reception was closed and no staff were there. We had to find the manager’s number in the room directory, then WhatsApp and call. For a property presented as a five-star hotel, this lack of basic hygiene and cleanliness was extremely upsetting. When we reached the manager by phone, they said the butler had assured them the room was cleaned thoroughly. Instead of sending someone to check, they asked us to provide photo evidence. That felt completely unprofessional. They eventually came in person, apologized, and offered to clean again, but it was nearly midnight. They offered no compensation until we asked, and then could only offer “free items” from the gift shop. After checking with management at the main office, we were told financial compensation wasn’t possible. I also asked for an email to contact them, but it bounced back. The staff’s response and the misleading rating mean I can’t recommend staying here. The service didn’t meet a five-star standard.

Our stay started out well, so I have no complaint about that part. The trouble came afterward, when the hotel’s airport transfer turned into a nightmare. We paid a fortune per night for what is called a luxury hotel, but the service we got after the trip was nowhere near that standard. The drive was supposed to take 5-6 hours and took 9. The vehicle arranged through the hotel arrived half an hour late, got lost several times because the driver didn’t know the way to the airport, and was driven recklessly. The van had no suspension, was unhygienic, and wasn’t fit for a journey like this. The hotel website promises transfers in good condition and in line with safety rules. In our experience, that was just for show. We even got sick during this ordeal, missed our flight and then spent two full days in a Nairobi hotel waiting for the next one, with all the financial losses that came with it. We contacted every email and phone number we could find to complain. I had to keep insisting before anyone replied, and it took 15 days to get an answer. They refused to take responsibility, even though we lost a lot of money and the stress ruined our annual vacation for weeks. If they see the transfer company as external, that’s their choice, but if they advertise and sell the service, they need to take responsibility for it. I strongly suggest future travelers choose another place. There are equally beautiful and even cheaper options right in the middle of the Mara Reserve. If something goes wrong here, they may ignore you, and that uncertainty alone makes me think your money is better spent elsewhere. For your peace of mind and a good trip, book somewhere else.

Tent number 8 was just a few meters from reception. The place is amazing, with natural vegetation, birds whispering and the nearby hippos bellowing in the Mara River.