Eleven Pearl Boutique Hotel & Spa — Hotel in Ukunda ward

OK I will start with the positives:|Diani beach is still wonderful and Eleven Pearl's position means that there are not too many beach boys to bother you.|Most of the staff are welcoming and friendly and some went out of their way to help although others seemed to be either new, under trained or lacking in motivation.|Rooms we had were clean and the air conditioning worked well and quietly but do not leave your rear windows open as there are no bars on them, only fly screens, and one of our family had this cut during the night but scared off the potential intruder. They were nearest to the beach and the hotel moved them after this but immediately put a single girl in their room after repairs were done. It would be good to tell guests to shut all windows when out of their rooms. The mattresses were tired and it would have been better to have a door on the toilet instead of a curtain.|The pool is clean and not busy but is away from the beach under trees towards the rear of the plot which is a shame. |As we were a big family party of 14 including five grandchildren we were there to enjoy ourselves and wanted to stay up chatting and playing games but until we raised our concerns the bar closed about 10.00pm every night despite the information sheet saying it was potentially open until 11.00pm. This was a shame and meant they lost business.|Information regarding the menus and entertainment was not clear or obvious. The buffet food was available some days as well as a la carte but on others it was only a la carte. Having had to wait a long time for one dinner we were then asked on the next day to order by 5.30pm before sitting down at 7.30pm. We sorted this to help the kitchens as we were a large party but still waited two hours for our main courses. We also had to repeatedly ask for the drinking water to be topped up and for our wine bottles to be opened and wine glasses to be brought to the table. It seemed as if there were too few staff who knew what to do with only one experienced waiter doing his best. After this we complained as we had booked a special dinner for our last night and did not want it to go wrong. The food and beverages manager asked us not to cancel our dinner as they had ordered the food and promised all would be ok. He admitted that he always left at 6pm so basically had no idea how things had gone previously and magically found a good set of waiters and waitresses and kept the bar open too. The food came to the table reasonably promptly, we had wine glasses and were well looked after so they can do it given the right encouragement and if a senior member of staff takes the trouble to stay around! Sadly the bottle of rose which we were given turned out to be their idea of compensation for the previous evening and we were charged for my birthday cake even though few of us had dessert and we were on half board.|We did enjoy ourselves as we were simply happy to be together as a family for this trip but I have to say that the service was a disappointment and the attitude of the French lady director who appeared on the final day kind of explained the overall situation as she would not take any of our comments as constructive criticisms and was most insistent that as she had seen us smiling together we had to have been happy.|To sum up this hotel is in a great position, the grounds are spacious and well looked after, rooms are clean if a bit basic, food tastes good once it arrives, most staff are lovely but the management are hidden in the background and the director we met is defensive and offhand! As we were not the only guests to be complaining that day the management needs to get their...

WORST hotel! They stole my money

I have been visiting Eleven Pearl for a little while. I tend to use the restaurant, get massages and use the sauna. I used the gym once but it was too basic. The young lady at the spa - Vigilance, usually does a very good job and that’s why I returned. Agnes, Jackie and a couple young men at the restaurant are usually quite good. But most of the time, most of the staff are clueless and unprofessional (including the management - Biko and Amir Mohamed). With such incompetent management, how can the staff be any better? Today I am adding to their long list of bad reviews on Google. These Google reviews reported rude staff, poor management, cockroach infestation, theft, burglary, racism and these complaints are less than a year old. The place does not deserve 4 stars. Anywhere else in the world would be rated 2 stars (use at your own risk) and no way could the prices be so high.

A couple Sundays ago I went to Eleven Pearl to use the sauna. It’s just a hot wooden room. How could they mess that up? Well, at reception, Phoebe, who was processing my payment, verbally gave me the wrong mpesa number causing me to send the payment to a random stranger. As a foreigner who does not know much about mpessa I did not know what to do. No one in Kenya had given me a wrong mpessa number before. When Phoebe had finished blaming me and blaming mpessa, she finally told me that the payment could be reversed with a text message. I took her advice and, in good faith, made another full payment. I later discovered that this was a lie to calm me down so that I would make another payment. In fact the speed and certainty in which she gave me the wrong mpessa number leads me to suspect that she knows who the number belongs to, maybe her relative or her friend? She did not ask to check and investigate which number she had given me. That too raised my suspicions.

When I was explaining the situation to the manager I referred to Phoebe as “young lady”. A non-derogatory term I use anywhere, across the 17 other countries I have been to, but she took it with offense. Saying “don’t call me young lady! I have a name”. And continued to run off her mouth disrespectfully. I then went back to the manager and highlighted the rude behaviour. But they didn’t do anything. The girl never once apologised or took responsibility for her error.

More than 2 weeks has passed and I still haven’t received my money back. I emailed the hotel a day after the incident and they sent me a very rude email. So it seems, as long as Eleven Pearl gets their money they couldn’t care less about their mistakes and how they treat customers.

This place is a financial, and emotional liability. It’s not worth while going, there are far better hotels along the beach such as Swahili and Nomads. They don’t have a bunch of untrained staff and managers standing around doing nothing except being disgustingly rude...

We were very excited for our stay here but sadly it didn't reach my expectations. Reception staff was always friendly and helpful but some times it felt that training needs to step up, they need to ask other staff for stuff as reassurance. They font take Amex and the whole thing is extremely annoying. They take it for the deposit but then very funny for the final payment, so be warned! On my last day they holded me up for 30 mins for something that the system was showing that they didn't even understand, eventhou the bill was settled the night before to avoid delays.

Since day 1 my kid got sick, we visited 5 hotels in Kenya and for some reason she couldn't pick herself up here. I dk if it was the food/water , pool water. But the min we left to Nairobi She was bk to normal. They didn't even acknowledge this to be reflected on the bill as we were HB. She barely ate the whole stay, they could have shown a 50 % off but they couldn't care. I was not impressed by food or the cocktails which I had only 3 as gave up trying. I found the food greasy, or full of sauces, the ceasar salad was a festival of dressings, lettuce swimming on it. The margarita pizza was sooo oily. The soups were nice.

Rooms looked a bit dated eventhou the hotel is kind of new, showing leaking areas or dif paint on top of old one. They give you a tiny water bottle per day to force you to buy at the bar more. The cleaning staff was very lovely as with the waiters. You can tell the lack of management. I wouldn't put it as a 4 star. View is very nice and beach is fun in a nice area. WiFi is awful as well only a decent signal in reception and sometimes in the dining area.the kids club is a Joke, is a tiny tiny lit hut and they ask the parents to stay, they offered nothing to us like activities or excursions, my kid is 9 She doesn't need me with her. I asked about this when booking and they said Yes, we have it but never mentioned a thing back. A kids club is for parents to relax and for kids to do kids stuff . If I ve to stay , what's the point???!! Another failed selling point.

Sadly I wouldn't go back here and I personally wouldn't...