Papillon Lagoon Reef — Hotel in Ukunda ward

Nestled along the stunning shores of Diani, Kenya, Papillon Lagoon Reef promises an idyllic weekend retreat. Offering unparalleled hospitality, breathtaking views, and a plethora of activities, this all-inclusive resort sets the stage for a memorable getaway.

Arrival and Check-in: From the moment we stepped into the resort's reception area, we were greeted with genuine warmth and hospitality. The check-in process was seamless, and the staff ensured that all our needs were promptly attended to. Their attention to detail was evident as they guided us to our sea-facing room, which boasted a spectacular view of the azure waters.

Accommodation: Our stay at Papillon Lagoon Reef was nothing short of luxurious. The sea-facing room we were allocated was not only well-situated but also impeccably designed to offer maximum comfort and relaxation. The spacious accommodation provided all the amenities one could desire, including a private balcony where we could soak in the mesmerizing vistas of the ocean.

Dining Experience: As part of the all-inclusive booking, we were treated to a culinary extravaganza that left our taste buds tantalized. The resort's dining options were abundant, with a diverse array of dishes to suit every palate. From sumptuous seafood delicacies to delectable international cuisine, there was something for everyone. The attentive staff ensured that our dining experience was nothing short of exceptional, catering to our dietary preferences with utmost care and attention.

Activities and Entertainment: Papillon Lagoon Reef truly excels in providing a plethora of activities to keep guests entertained throughout their stay. The resort boasts a sprawling pool area where guests can partake in various water sports and activities. From invigorating group exercises to captivating performances during the evening, there was never a dull moment at the resort. The entertainment options catered to guests of all ages, ensuring that everyone could indulge in the festivities.

Service and Hospitality: One of the standout features of Papillon Lagoon Reef is the exceptional service provided by the staff. Throughout our stay, we were treated with warmth, professionalism, and genuine care. Whether it was arranging for excursions or attending to our requests, the staff went above and beyond to ensure that we had a memorable experience. Their unwavering dedication to guest satisfaction truly sets this resort apart.

Spa Experience: In addition to its other exceptional amenities, Papillon Lagoon Reef offers guests the opportunity to indulge in a rejuvenating spa experience. Nestled amidst the serene surroundings of the resort, the spa facilities provide a tranquil sanctuary where guests can unwind and pamper themselves.

The spa menu boasts an array of therapeutic treatments designed to promote relaxation, rejuvenation, and overall well-being. From soothing massages to invigorating body scrubs and facials, there is a treatment to suit every need and preference. The skilled therapists at the spa are dedicated to providing personalized attention and ensuring that each guest receives the highest level of care and comfort.

Beach Experience: No visit to Papillon Lagoon Reef would be complete without experiencing the pristine beaches of Diani. The resort offers easy access to the breathtaking coastline, allowing guests to enjoy leisurely beach walks against the backdrop of the mesmerizing sunrise and sunset. The natural beauty of the surroundings combined with the tranquil ambiance creates an unforgettable beach experience.

Family-Friendly Atmosphere: Papillon Lagoon Reef caters to guests of all ages, making it an ideal destination for families seeking a memorable vacation. The resort offers a range of activities and amenities designed to keep children entertained, ensuring that parents can relax and unwind knowing that their little ones are well...

Unfortunately our stay at Papillion Lagoon Reef was not as relaxing and beautiful as we hoped it would be. First of all, the hotel as such is in a pretty nice condition, the pool and the garden are kept clean all the time and the rooms are modern with comfortable beds. The food was okay but nothing great. However, the hotel needs to work on the safety issues! The struggle began when a big group (ca. 50 Guests) arrived. They visited the hotel for some teambuilding coaching and thus had very much to do around the pool and the garden. During their activities, they were really loud and busy. I don't know why the hotel allowed such things when they know that especially around the pool and garden area, other guests are relaxing and looking for a little calmness. The people of this group were quite busy and running around screaming and attracting attention to them, when a really bad situation happend. A guest of exact this group somehow drowned in the pool. Nobody noticed until it was already too late. There are no rescue swimmers at the pool which is quite deep (2.20 meters) so that's definitely a safety issue the hotel needs to work on. Some other guests tried to bring him back to life what was sadly not working. The hotel staff was extremely overwhelmed with this dragic situation and for worse, THEY ARE NOT TRAINED IN FIRST AID!!!! How is this even possible in such a big hotel these days?! Papillon Lagoon Reef, learn from this dragic accident and train your people in first AID! Especially because we had to hear from some beach boys that this was not the first accident that happened this way there. The way the hotel handled the whole situation was very unpleasant. After he died in front of all hotel guests his body was not immediately carried away to safe him from staring views and to safe everyone around from an even bigger shock, he stayed in the place for a very long time until some of the employees carried him away to the late arriving ambulance. There was no reaction from the hotel and no statement at all time. Many guests, especially from the group were shocked and left crying in the garden, the hotel did not help them. What was even more intimidating was the fact that the same evening, the entertainment program went on and the hotel was playing loud music and trying to party with the guests as nothing has ever happend. This really left us speechless. Furthermore the music in the evenings was really loud, so that you could still hear it in your room even when all windows were closed. This stopped us from sleeping until late night. In my opinion, 3* are justified for the food and rooms, but there are some major issues the hotel needs to...

POOR FRONT OFFICE SERVICE. From the time of check in at 5.30 am here i waited for 6 hours to be checked into my room, due to their miscommunication. When i arrived at the hotel, the receptionist told me that due to check out my room isnt clean yet, so by 9am housekeeping would have arrived and room will be clean and ready. And until 11am we are not allowed to have any meal as per our package, which was quite frustrating though we understood. At 9am when i went to inquire, another guy said the room is still occupied and because check out time is 10, we have to wait another 2 hours for it to be cleaned. He was nice enough to allow us to have breakfast but then they did not follow up until we had to come and ask the front office again. We only entered the room at 11.40 am very exhausted and frustrated.

Second day i requested for room service and cleaning and room decor, they said by 3-5 pm room will be ready. which was also not done again the issue being the front office and housekeeping miscommunication. I came to my room at 5.30 after a day of activity and the housekeeper had also just walked in doing the bed. It was extremely inconvenient. My room decor was postponed to the next day which is not something i feel good about, as i wanted it on my anniversary the day i asked for it.

As for restaurant, most waiters are very friendly, ready to serve and always greet you. Though food is quite average and basic in terms of flavour, Nothing wow at all considering they are a resort (saying as a frequent traveller to resorts)

Entertainment team is excellent, they keep you going throughout the day with various activity which is ABSOLUTELY THE BEST PART OF THE HOTEL

Room 263 is quite spacious with the bathroom, providing hot showers and theres a blow dryer in the room that is quite helpful. although the room doesnt have a mini fridge. There was issues with the ac when we arrived, but maintenance solved the issue in less than 24hrs. The room could use a coffee table with a chair, it would be very helpful. Also to note the hotel wifi is pathetic.

Housekeeping needs to improve and find ways to keep the rooms actually looking and smelling fresh, this applying to linen as well, which isnt ironed.. Its overall disappointing, and i have seen alot of bad reviews in the recent past, and its very surprising they have done absolutely nothing to improve their resort. Once again, I STRONGLY DESPISE THE COLD TREATMENT/SERVICE ESPECIALLY FROM THE...