Reef Hotel

My family and I spent a few days at Reef hotel on vacation. The pool was very clean, and the pool guards were attentive, which put me at ease as a parent, though you should still watch your kids. At Tanga bar, the cocktails were great and the food was okay, maybe 3/5. The dinner and breakfast were well catered, with a good variety. One chef at the barbecue station had a sour attitude, but we appreciated the other staff. The staff overall get 3/5, and accessibility gets 5/5. The nightclub is close to the accommodation, and its loud music can go on into the early morning, making it annoying when you’re trying to sleep. I felt the rates were a bit high for the services and amenities. Accommodation gets 2/5, food 3/5, and rates 2/5. The reception was generally okay, with friendly staff, nothing more. The rooms are very old and need renovation. Rust on the bathroom taps and handles made them look unclean. My room hadn't been thoroughly cleaned, and I had to ask the cleaner to do it. The towels were very old and disgusting. The bedding was okay, but the beds were old and had visible dirty spots, I wish I’d taken pictures. The door locks were corroded, hard to open, and sometimes jammed. Since we were on the ground floor, we sometimes had to use the balcony door to get in, leaving it unlocked. That door was falling apart too.

The location is 10/10, and the gardens are clean and pleasant to look at. The pool is clean too, with attendants around the clock to watch the kids. But service really needs work, and I hope the reviews get read and acted on. The rooms aren't as pleasant as advertised. Bathroom facilities are poor, some toilets don't flush, and the water pressure is weak. Food choices are limited, with no kid-friendly meals at the buffet. Tip: ask for bacon at breakfast. The front office staff could do a better job with customer service and satisfaction. It's hospitality, after all, so make it hospitable.

The front desk service was very good for us. Elizabeth welcomed us warmly, and the young light-skinned gentleman was polite and quick to respond when we called. The staff were courteous and considerate, and I didn't meet anyone arrogant. Tanga bar was excellent, especially the engaging Maasai guy. Moonshine was good, though we only popped in and out. The buffet was fair, but please include a drink in the half-board package. We had a good stay, and the water flow was good with warm water. The rooms were clean, but not up to the expected standard: my flush toilet was rusty and only one knob was flushing. Please repair the rusted parts and add a full-length bathroom mirror. Slippers or slip-ons would also be helpful, maybe available at a cost for guests who need them. The beach location is good, but there was extreme noise from the nearby bar called koroga. Please water the grass. The reception needs renovating, with brighter floor tiles and air conditioning. Could the shouting yellow and blue gate colors be changed? They make the hotel look cheap. And please remove those lessos from the dining tables.

The staff were warm, friendly, and polite during my three-day stay, and I generally enjoyed being there. The rooms were okay but could use some improvement. The food was okay too, especially the rice. It was a pleasant experience.