Le Mach - Hotel and Conference _Kilifi — Hotel in Kilifi

I had high expectations for this hotel based on its positive reviews, but my experience was a complete disappointment. We booked our stay three weeks in advance, fully paid through Expedia, and even received confirmation from an online booking agent (Mary Adhiambo) that our late night check-in was fine. However, when we arrived, we were informed that no rooms were available. The hotel management (Brenda) shifted the blame onto the online booking agent instead of offering a genuine apology.

They suggested an alternative hotel nearby, but it had no reviews or price details, which felt unsafe and unacceptable, especially at 3 a.m. as female foreign travelers. With no further support or solution from the hotel, we were left to find accommodation on our own. After calling several hotels in the area by ourselves, we finally found an option that was slightly more expensive (just $5 more per night). However, they refused to cover the additional cost and transportation to that hotel (only 10 minutes away) and even imposed a lower reimbursement limit than the amount I had originally paid on Expedia.

I still cannot understand their hospitality, where they think they can just waste the customer's time and money while refusing to spend a single penny to resolve a situation caused by their own mistakes.

This experience was deeply frustrating. The lack of professionalism, poor communication, and absence of accountability and sincere apologies from both the hotel management and the booking agent left us feeling so disregarded.

If you’re considering booking this hotel through Expedia, think again. Save yourself the stress and choose a more reliable...

I stayed at Hotel Lemach and had a truly pleasant experience. The mornings were quiet and peaceful, the atmosphere felt safe, and the staff were absolutely fantastic. I especially want to highlight a few wonderful people: Juddy is a great person, Barbara at the bar was lovely, and Flavian from room service...

Manager Agnes improve on your service and be honest with the details you give out i visited the place on monday to inquire more about the hotel the information you gave me and today on sunday was different i was really dissapointed..Also improve on customer...