Diani Reef Beach Resort and Spa

The atmosphere was amazing- staff were brilliant and friendly. Will definitely visit again in the future.

⭐☆☆☆☆ 1/5

This was, without question, one of the most disappointing hotel experiences I’ve ever had. We traveled as a group of 11 people and spent thousands of dollars on what was supposed to be a luxury vacation. Instead, we couldn’t wait to go home.

The biggest issue is the false advertising. We booked this hotel based on what was advertised on their website, including multiple restaurants and a disco. After arriving, we found out that they no longer exist. The explanation we were given was that they had burned down, yet the website still advertises them as if they’re available. Interestingly, the website clearly states that the spa is closed, so they obviously know how to update their website when they want to. Why update the spa but continue advertising restaurants and a disco that guests can’t actually use? It feels incredibly misleading and, honestly, like a scam.

The hotel itself is extremely run down and outdated. Everywhere you look there are maintenance issues, and the bathrooms inside the guest rooms are honestly disgusting. They smell terrible, are badly in need of renovation, and the faucets have years of buildup on them. Bathrooms and showers are one of the first things guests notice, and they should be spotless—especially at a hotel claiming to be 5 stars.

The hot water situation was unbelievable. We repeatedly reported that our showers weren’t getting hot, yet nothing was fixed. We ended up boiling water in the room’s kettle and using a baby bath basin just to take warm showers. Think about that for a second—we paid for a luxury resort and were bathing with boiled kettle water.

One thing that really concerns me is the possibility of mold. My children and I developed respiratory symptoms while staying in our room. We would become congested inside, but once we were outside, we’d feel noticeably better. Then, on the morning of checkout, before we had even left the room, staff came in and immediately started painting perfectly white walls. Maybe it was routine maintenance, maybe it wasn’t—but given how we felt in that room, it definitely made us question whether they were covering up mold or another issue. I can’t say that’s what it was, but the timing was suspicious enough to leave us seriously concerned.

The food was another disappointment. It wasn’t terrible, but after a couple of days it became repetitive, boring, and very average. For a resort of this caliber, we expected much more variety and better quality.

Our experience with the front desk was equally frustrating. Simon, the receptionist who checked us in, was dismissive and rude from the moment we arrived, which immediately set the tone for our stay. Then at checkout we were presented with additional charges we had never been made aware of. Instead of trying to resolve the issue professionally, Simon blamed us for “not communicating,” which was simply untrue. The entire interaction felt shady and left a terrible final impression.

To be fair, not everything was negative. The bartenders, waiters, and waitresses were fantastic. Every one of them was friendly, respectful, and genuinely hardworking. They deserve recognition because they were the highlight of the resort. The main beds were also comfortable. Unfortunately, the extra beds were incredibly uncomfortable and not something I’d expect at a hotel of this supposed standard.

This hotel markets itself as a luxury, 5-star resort, but our experience was anything but luxurious. Between the misleading advertising, poor maintenance, questionable room conditions, lack of hot water, mediocre food, and unprofessional treatment at reception, this stay was nowhere near worth what we paid.

The saddest part? By the end of the trip, we weren’t sad our vacation was ending—we were counting down the hours until we could leave and go home. Because they would never refund us any of our money back, We will be formally reporting this hotel for its misleading advertising and the additional charges imposed at the end of our stay. We have retained screenshots, receipts, and documentation and fully intend to pursue this through the appropriate consumer protection and tourism authorities.