East Point Hotel Moshi

I rarely post negative reviews as a travel writer documenting experiences around the world. I believe most hospitality staff work hard to make people feel welcome and safe. Sadly, at East Point Hotel in Moshi, my stay was overshadowed by deception and theft. At first, things were very positive. Nice and Remmy welcomed me warmly. Even though Remmy's shift had ended, she insisted on helping me go into town to buy a specific item. That meant a lot, especially because I use a wheelchair. She made sure I was safe, helped negotiate prices, and checked on me during my stay. It was care from the heart and far beyond customer service. Nama (Grace) also came back to the hotel after going home, leaving her 3 young children, to prepare a meal for me. Their kindness was outstanding. Nice was professional and caring, easy to talk with, and made me feel welcome. The problem came at checkout with Joan, a staff member who had never interacted with me. After I paid my bill, I gave her cash to pass along as a thank-you to Remmy, Nice, and Nama. She agreed, since the women were off duty. Days later, I called the hotel, and all three said they had received nothing. When I contacted the hotel again days later to ask for Joan, the manager answered and told me he’d follow up. Joan immediately texted me, admitted she’d kept the money for herself, and only then said she would pass it on. I still haven’t heard from the manager, Joan, or the staff about whether the money was ever returned to them. It was my money, a gift for other people, and she stole it. I’d tell future guests not to entrust Joan with money and to consider another hotel until management deals with this. The exceptional staff deserve honest leadership and recognition for their outstanding customer service, and guests deserve transparency and trust.