Elna's Haven - Mombasa, Diani & Nairobi — Hotel in ziwa La Ng'ombe ward

We had reserved Elna’s Haven studio on Saturday all through to Tuesday but since we couldn't make it on time due to a hiccup at the sgr Nairobi we rescheduled to Sunday all through to Wednesday..We talked to a lady by the name Maxi and she agreed and linked us with Lucy the house manager..Maxi advised that check in would be at 10am and since we booked the 10pm train we arrived quite early but we opted to relax in the town centre Diani as we had breakfast..we arrived at the house a little bit after 10am and we were directed to a different house to relax and freshen up as we waited for our house to be set..and we were transferred a little bit past midday.We were still exhausted and needed to relax only to get a knock from maintenanceand Lucy that they were checking on the water heater.Fast forward to Monday,Lucy called and informed that they had missed on a booking that was meant for tuesday and would be moving us to a different house..we were so disappointed and informed her that that would be impossible since we were not informed of the ordeal on check in and we had paid for our whole stay..On Tuesday the same,I got multiple calls from Lucy at 8am despite informing her that were feeling kind of under the weather..Finally I picked up and she still insisted on the movement..she also came back with the same maintenance guys to fix the water heater..mind you since day one we had had cold showers without raising concerns..I decided to reach out to Maxi as I understood she was the owner of the house and asked why she wasn't communicating with us about what was traspiring (room movement and strange people in our house) all she did was send Lucy and at some point a security guard..after sending her quite a long text addressing our disappointed and then our agitation, she reached out and apologized for the mishap but still insisted on our house movement...at this point we were pissed and informed her to take the guests to the house she wanted us to go to but as I understood,the guest was coming in for 10 nights and she would have rather disappoint us that lose the booking.She decided to bring more security to kick us out of the house and we decided to shift since we were tired of the drama and we had come for a good time and all the way from Nairobi to this new environment..The major disappointment we received after was one low blow,the house we were taken to was not what we expected,it had one portable AC,the shower,no balcony, Ants were allover the house we had to throw away most of the food,some strange insects,the toilet was leaking,the shower was cold and the water supply from the shower was blocked..network unstable..But we still extended an extra night. I had decided to book the house with her since I also do airbnbs and my friend and I have been in the hospitality industry for a while now and as an agent I always want to ensure I experience 1st hand what my clients would go through before I book them anywhere and this was the worst experience I have encountered.. No proper customer service,their only interest is who pays more and more nights,Low standards of customer engagement, no privacy..there was totally no hospitality provided..I wouldn't advise any bookings. Hosts should understand that irregardless of how long one is staying be it one day,all guests should receive exceptional service but if a host is money oriented then that's a fail in...

I travel a lot but never have I had an experience like this. My 170 USD got stolen at the property. At first, the property was willing to help, but after reporting the incident to the police, the situation changed.||||As I’m solo and I don’t have any friends in Kenya, the only people with access to my room were the cleaning staff (a man and a woman), so it must be one of them. When I reported the incident to the property manager, he told me not to report anything to the police or booking.com as it was nighttime, so it was too late to handle the issue. They promised to deal with the issue internally and reassured me I would be reimbursed. Finally, they said they would get back to me the next day. However, nobody wrote me the next day until I first inquired about the situation. Then, the property started asking unrelated questions (e.g. why a receipt of the exchanged money was with the money) and documents (e.g. a bank statement of all bank transactions in Kenya), which they claimed were needed for their insurance claim. I was constantly trying to initiate a phone call via WhatsApp to discuss all the details as the property started interpreting my words wrongly, but no one talked to me.||||The property totally changed its position when I reported the stolen money to the police and booking.com. At the police station, we agreed that the property would reimburse me if I sent a receipt of money to them as grounds for reimbursement. Although I did send the receipt, they claimed that my story is inconsistent, although the police confirmed the consistency of my story, and my case was registered as valid. The property got extremely defensive, too – they started shouting at me via WhatsApp messages and eventually called me a liar and a blackmailer. They also ignored the bunch of other documents and screenshots I sent to them as evidence.||||Keeping in mind that the property didn’t want me to report anything to the police immediately when I noticed the stolen money and started disrespecting me and my documents when I reported everything to the police and booking.com, I have a feeling that everything was staged. The property was pretending that they understood my concern at the beginning, hoping that I would leave Kenya without reporting anything. However, when everything became official, they changed and simply started calling me names.||||These are the last memories I...

I rarely leave negative reviews, but I feel obligated to warn future guests. My recent stay at this accommodation was deeply disappointing and concerning.||||First, the listing was highly misleading. There was barely a sea view and it was not within walking distance to the beach. The photos showed a clean, modern space, but what we arrived to was outdated, poorly maintained, and not properly cleaned. The bath and shower were not working and after several attempts by their plumber to remedy the situation, the shower could not work. Apparently the bath had not worked in years. ||||We were then moved to another location for alternative accommodation and upon arrival everything seemed decent. More seriously, during our stay, a theft occurred. Items (3 cellphones) were taken from our room while we were sleeping, and there was no sign of forced entry. When we contacted the host/property management, the response was unhelpful, dismissive, no follow-up. We also reported the incident to local authorities/platform support but received limited assistance.||||Till this day we are yet to receive the CCTV footage or any update. I strongly advise anyone considering this property to look elsewhere. The combination of false advertising, lack of security, and poor response to a serious issue makes this place...