Kilua Beach Resort

My family (2adults, 2kids under 10) stayed for 5 nights between Xmas and New Year - Dec 2023. We had booked about 3 months in advance and paid 40000KSH per night (approx $250USD). We had a very ordinary experience here. There were a number of problems with the resort from fittings and equipment, to the service and management of the resort. I’d suggest staying elsewhere if you can avoid Kilua Beach Resort. Specifically; The Kilua Beach resort is a modern looking building (less than 10 years old I’d guess) but the quality of the fittings is poor and the maintenance leaves a lot to be desired. On arrival the main/ensuite shower was putrid. Mould on the tiles in the shower - that needed a wipe with a cloth - was obvious. Throughout our stay the hot water was often tepid or just plain cold. The dishwasher looked great but wasn’t even connected to the water supply, so it doesn’t work at all. Who doesn’t love washing up dishes when on holidays right? The wifi was very slow and regularly dropped out for hours. The “smart tv” is so old so you can’t download the Netflix app (I’m not joking) so it was useless. I ended up having to download Netflix shows to my IPad via my phones hotspot so the kids could watch TV. The kettle had a broken lid, the laminate on the dining table was peeling off, and the kids bathroom shower didn’t work properly. They used ours but if you had two couples staying it would be more than uncomfortable to have to share the ensuite to have a shower. However two key things totally ruined our stay. The first occurred on the first night and really set the tone. The restaurant in the resort took about 70 minutes to serve our meals from the time we ordered, despite us being the only people in the restaurant. After we had eaten we expressed our disappointment to the restaurant manager. She apologised and explained that a large number of in-house guests had ordered room service before we arrived to dine and this was the reason for the delay. When I asked why we weren’t informed at the time of ordering our dinner (or at any time when we repeatedly asked when our food would arrive) she was unable to provide a response and shrugged her shoulders. We didn’t return to the restaurant throughout our stay. The 2nd issue was the door lock to our apartment (modern hotel style with a swipe card) that started beeping (like when you leave the fridge door open but louder) the first night at 1140. This didn’t stop until the next morning around 9am. After the first night we called reception and they said they’d fix it. Of course we didn’t know that it wasn’t fixed until 1140 (yes it was precise) that 2nd night when it restarted. I called reception and a handyman came up at 2am and switched the batteries. This fixed it for an hour or so (just enough time to get back to sleep) before it returned. The next morning I complained at reception and they sent another handyman who again replaced the batteries and said it was now fixed. You can probably gue

The place is serene with very clean rooms.The receptionist was totally understanding and had great customer skills while he waiters were very friendly.My order took 45 minutes to be served.The environment is awesome with an access to the beach.Will resolutely be back.

The appartment had ok standard. WiFi doesn’t work in the room at all. Wifi is slow in the reseption area. We got a portable wifi as compansation after two days. It was also to slow for some work on Internet. I had to use mobile network. The breakfast is simple and quite boring. You pay extra for breakfast. Some of the waiters and waitresser are Good, others not. One didn’t even know How to pour beer in a glass without getting a glass full of foam. The beer was warm too. The day of arrival, there was going to be a wedding at the hotel. The staff started preparing during the night. I was kept awake a vast part of the night by workers hammering and making ramps etc.

My friends and I went to have a good time and what we experienced was the worst hospitality in a long while. The manager by the name Rehema isn't professional in how she handled our situation. We had a complaint of food that was BADLY prepared starting from serving a burger with STALE Lettuce to our waiter taking our orders wrongly and on complaining, Rehema the said manager sided with the staff telling us that customers are not always right which made me wonder why in the 1st place she is there. She kept referring to the waiter as 'the poor boy who we kept on 'disturbing'.Another thing she told us that we have to pay for the food and when we refused that's when she said all this. Kilua is such a nice place but if this manager continues like this then ul lose customers. I work in the same industry and however wrong a customer is we never tell them to the face they're wrong. Well in the long run we dint pay for the food but the experience left me wondering how many more have gone through the same and are too afraid to say anything about it. We left immediately after and went to another place where we were treated with LOVE and RESPECT..I would never treat customers like this and I hope you people work on this because money isn't the problem but every customer goes to an establishment to have a great time.