Ciala Resort Kisumu — Hotel in West Kisumu Ward

Ciala Resort Kisumu: A Disappointing Stay

I had high hopes for Ciala Resort in Kisumu, but my experience was nothing short of horrendous. From the reception to the room, meals, and overall service, there was a shocking lack of professionalism and care.

Reception and Booking: We called ahead due to a late booking caused by home maintenance issues and was assured that many rooms were available. Upon arrival, we were initially told there were three rooms available, only for this to change to two superior rooms—despite being shown a price sheet listing all room types. After checking in, it took 45 minutes to get room keys or have our passports returned.

Room

The room conditions were appalling. • The shower had bloodstains on the wall—a clear indication of poor cleaning. • The beds were not anchored to their dowels, making them unstable. • The mattresses sagged in the middle, providing zero comfort. • There were stains on both the ironing board and the walls. (No iron though.) • Despite using the “Do Not Disturb” sign, staff ignored it completely. They came in, took the towels and left none. •. Tea and coffee packets with no water pot - just the pot holder.

Meals: The dining experience was disorganized and frustrating. • Service was nonexistent. Asking for bottled water required asking at least three to six times. Was served the last of the coffee, which was full of grinds, and the server just left the empty pot. Had to brew a full pot ourselves for the whole dining room. • Staff refused to set our table until we grabbed napkins from another one. Just tossed down rolls of paper utensils and walked off. • It took 45 minutes to get tea, with dozens of staff standing around doing nothing. • Breakfast was a disaster. We were called to say it was closing in five minutes, so we ordered room service. After 45 minutes, no breakfast arrived, and when we followed up, they claimed to have no record of the order. When we finally went down, the food was overcooked or unavailable. Even the omelet chef couldn’t make a proper vegetable omelet: “You want all the vegetables in what?!”

Grounds

The resort has potential, but the staff’s indifference and incompetence ruins it. Instead of picking up trash, they simply kicked it aside. Loud music blared until midnight every night, making it impossible to relax.

Overall, Ciala Resort Kisumu is plagued by poor management, untrained staff, and a lack of basic hospitality standards. While the grounds are superficially beautiful, the overall experience was a complete letdown. We would not recommend this hotel to anyone looking for comfort or...

⭐️⭐️⭐️⭐️ ⭐| A Peaceful Kisumu Gem Worth Coming Back To 🌿✨Arthrheuma Conference July 2025 Business Trip

If you’re looking for a serene escape just 25 minutes from Kisumu International Airport ✈️, Ciala Resort is a hidden gem. Tucked away from the city’s bustle, the calm starts right from the welcoming entrance 🌸. You’re greeted with warm smiles 😄, a refreshing welcome drink 🥤, and check-in so swift you’ll be in your room in minutes.

I stayed in a spacious cottage suite 🏡 with a small living area, ample storage, coffee station ☕, fridge, safe, ironing board, and super-fast in-room Wi-Fi 📶 (perfect for Zoom calls & webinars with zero glitches). The balcony was a lovely spot to unwind 🌅.

The king-size bed 🛏️ was decent but could use softer sheets and pillows, and the mosquito net’s four-poster setup sometimes got in the way. The bathroom was okay but could be brighter and a touch more stylish.

Breakfast 🍳🥐 was the highlight — fresh juices 🥭, fruits 🍉, pastries, eggs made to order, local delicacies, brewed coffee ☕, all in a bright dining area with friendly staff who even call to remind you breakfast is on till 10 am. Now that’s service!

Facilities include a compact but well-equipped gym 💪 with an instructor, a small sauna & steam bath (steam was better maintained), and a vibrant poolside bar 🍹🎶 with a great drink selection and occasional live DJ. The pool looked inviting, though a bit chilly this time of year.

Overall, Ciala Resort is the kind of place where your stress melts away within hours 🌿💆‍♂️ I'll...

Great location, serene environment except for when they have functions on their grounds.

The accommodation is excellent, food is good - could be better with more variety especially with their salads and desserts!

Interacted with some great staff - Richard (Housekeeping); Arnold, Romano (Gym); Tony (Restaurant); Diana, Vincent (Reception).

The customer experience can definitely be improved. There seemed to be a lack of coordination within the team: booked massage, change of timings not communicated; booked one of their excursions, only to be told morning of departure we have to organize for ourselves because we weren’t a group (never mind that this information is not indicated in their excursion booklet); and made final payment 18 hours in advance of check-out but still had to wait 20 mins as they confirmed whether payment was done!

Some advice for the team at Ciala - please treat your guests equally and with the importance you claim each one is to you. It isn’t just about the facilities, which are great. The CUSTOMER EXPERIENCE while staying at your premises is what we walk...