Neptune Mara Rianta Luxury Camp — Hotel in Mara ward

This is going to be long, but it's worth reading if you're interested in this hotel or a safari experience. It was our first safari experience and it couldn't have been better. We stayed for a total of 5 nights. The hotel selection made our experience incredible and perfect. We love to travel, and out of all the hotels we've stayed at, this one took the top spot for hospitality and service. The entire staff is extremely friendly, always smiling. The perfect word to describe what they do is "pamper" you at all times. From the moment you arrive until you leave, there's no fault in their hospitality, kindness, and service. Every hotel in the world should learn from this one. They always make you feel at home, not just like any other guest. My husband and I grew attached to everyone. We'd like to highlight the impeccable work of Emmanuel, our guide for the Game Drives. We know our unbeatable experience was largely thanks to him. Always in the best attitude, attentive, kind, respectful, punctual, PATIENT, cheerful, and professional. He always made us feel interested and motivated during the game drives, sometimes lasting almost 12 hours in one day. At no point did we get bored with him. It's clear he has a passion for animals, nature, his country, and its culture, and he was able to transmit and share all of this with us. We're grateful and feel lucky to have had him during our stay. He always answered any questions or concerns we had, seems like he can read the animals' minds. He knew exactly where to go, how, and when to get close to the animals. I literally cried when I said goodbye to him. We hope he continues to be a guide for a long time, as he does it perfectly!

Another example of the hotel's hospitality: In the morning, they come to your room to wake you up at the time you agreed with them the night before. You don't even need to get out of bed to open the door for the housekeeper; they enter directly to leave you hot coffee for when you wake up. During our stay, Elphas was our housekeeper, and we were totally happy with him. Always punctual, kind and respectful towards us. At night, he prepared our room with hot compresses on the bed, dim lighting, water bottles, chocolates. At night, a guard stays outside the rooms, ensuring we aren't exposed to any animals. When you leave your room at night, they're accompanied by a flashlight to the restaurant or lobby for your safety.

The hotel's cleanliness, rooms, restaurant, and common areas were impeccable. The design fits perfectly with the safari experience. The place is exactly as shown in the photos; everything matches. Linda and Sharon at reception welcomed us in the best way. Even before arriving, I sent several emails with questions, and they answered all of them quickly and kindly. The food is quite delicious, varied, flavorful, and abundant. The only thing I'd add is more options for breakfast, desserts, and game drive lunches.

We toally recommend to stay at Neptune...

This is going to be long, but it's worth reading if you're interested in this hotel or a safari experience.|It was our first safari experience and it couldn't have been better. We stayed for a total of 5 nights. The hotel selection made our experience incredible and perfect. We love to travel, and out of all the hotels we've stayed at, this one took the top spot for hospitality and service. The entire staff is extremely friendly, always smiling. The perfect word to describe what they do is "pamper" you at all times. From the moment you arrive until you leave, there's no fault in their hospitality, kindness, and service. Every hotel in the world should learn from this one. They always make you feel at home, not just like any other guest. My husband and I grew attached to everyone. We'd like to highlight the impeccable work of Emmanuel, our guide for the Game Drives. We know our unbeatable experience was largely thanks to him. Always in the best attitude, attentive, kind, respectful, punctual, PATIENT, cheerful, and professional. He always made us feel interested and motivated during the game drives, sometimes lasting almost 12 hours in one day. At no point did we get bored with him. It's clear he has a passion for animals, nature, his country, and its culture, and he was able to transmit and share all of this with us. We're grateful and feel lucky to have had him during our stay. He always answered any questions or concerns we had, seems like he can read the animals' minds. He knew exactly where to go, how, and when to get close to the animals. I literally cried when I said goodbye to him. We hope he continues to be a guide for a long time, as he does it perfectly!|Another example of the hotel's hospitality: In the morning, they come to your room to wake you up at the time you agreed with them the night before. You don't even need to get out of bed to open the door for the housekeeper; they enter directly to leave you hot coffee for when you wake up. During our stay, Elphas was our housekeeper, and we were totally happy with him. Always punctual, kind and respectful towards us. At night, he prepared our room with hot compresses on the bed, dim lighting, water bottles, chocolates.|At night, a guard stays outside the rooms, ensuring we aren't exposed to any animals. When you leave your room at night, they're accompanied by a flashlight to the restaurant or lobby for your safety.|The hotel's cleanliness, rooms, restaurant, and common areas were impeccable. The design fits perfectly with the safari experience. The place is exactly as shown in the photos; everything matches. Linda and Sharon at reception welcomed us in the best way. Even before arriving, I sent several emails with questions, and they answered all of them quickly and kindly. The food is quite delicious, varied, flavorful, and abundant. The only thing I'd add is more options for breakfast, desserts, and game drive lunches.|We toally recommend to stay at Neptune...

IF YOU ARE THINKING OF STAYING AT THIS HOTEL, READ THIS REVIEW FOR YOUR MENTAL HEALTH:

Our stay at the hotel was initially good, so I won’t complain about that part. But what happened afterwards, and the extremely poor service we received, is definitely not worthy of a so-called “luxury hotel” for which you pay an absolute fortune per night.

We booked an airport transfer through the hotel that turned into our worst nightmare. A 5–6 hour transfer turned into 9, as the transfer arranged by the hotel first showed up half an hour late, didn’t know how to get to the airport (getting lost several times), and drove recklessly. The van was not in proper condition for such a trip: it had no suspension, lacked basic hygiene, and overall was unfit for travel. On the hotel’s website, they promise transfers in the best conditions and in full compliance with safety regulations. Let me tell you, that’s just for show, because they absolutely do not deliver.

This succession of horrors—during which we even got sick—caused us to miss our flight, and as a result, we were stuck for two entire days in a Nairobi hotel waiting to catch the next flight, with all the financial losses that entails.

Naturally, after what happened, we expressed our complaints to every email address and phone number we could find. To make matters worse, if it hadn’t been for me insisting nonstop until I got a reply, they would have simply ignored us. It took 15 days to receive an answer, and I imagine it was only because they got tired of me writing. Unsurprisingly, they refused to take any responsibility, despite the fact that we lost a lot of money, and worst of all, the emotional toll it took—our annual vacation was ruined, and the stress lasted for weeks. This was directly their responsibility for offering the service. If they consider it an external company, that’s fine, but if you advertise it and sell it, you must take responsibility.

That’s why, to future travelers reading this review, I strongly advise you to choose another place to stay. There are equally beautiful, and even cheaper, options right in the middle of the Mara Reserve, and I recommend them for your peace of mind. If you encounter any problem here, they will completely ignore you. I think that insecurity alone is reason enough to invest your money elsewhere.

For your mental health and to ensure an amazing trip, book another accommodation—you’ll...