Overwater bungalow with a great view
Dec 24, 2024 Njeri N Nairobi Region, Kenya
I was slotted for the safari snorkel activity at 8:30am. I left my room at 7:55am and made my way to the bus stop for the complementary shuttle service. The minute I got there, it started raining cats and dogs with puddles everywhere. When the bus came, the driver dropped some passengers off at the main restaurant at Dream Island and then he did a…
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I was slotted for the safari snorkel activity at 8:30am. I left my room at 7:55am and made my way to the bus stop for the complementary shuttle service. The minute I got there, it started raining cats and dogs with puddles everywhere. When the bus came, the driver dropped some passengers off at the main restaurant at Dream Island and then he did a u-turn and left, leaving me stranded at the bus stop. I stood up and tried waving, but somehow he missed me despite me being dressed in bright red!
When I finally got to the Water Sports area, the activity had been cancelled due to bad weather. What I didn’t expect was the lack of notification. The cancellation could have been communicated on the app, someone should have rang my hotel room or even communicated via WhatsApp. At this point I am getting wet and very annoyed.
The second driver couldn’t be bothered to detour to the water sports area despite the pouring rain and asked me to disembark at Reception and pick an umbrella and walk down to the water sports area. On my return back in the shuttle bus, the driver would not make any effort to pull closer to the guests to save them from getting wet. He would pull over right next to the deepest puddles. One couple had to beg him to move as they just couldn’t get into the bus. Then he proceeded to leave another guest. We had to yell to him to stop. If we all saw the guest, how did the driver miss him?
Some bus drivers are simply awful. It’s clear that they hate their job. The hotel has skipped their training in customer service. Yet their contact time with guests is quite high. Additionally, boat personnel could be warmer. Do not ask for tips on the app. This is not good etiquette.
All hotel staff should be trained to greet their guests, even along the walkways or as they drive along in their carts. Even a warm smile goes a long way. They should all learn from the restaurant stuff at Dream Island who were warm, friendly and efficient.
Overall, there’s a disparity in service between the staff at Romance Island and the staff at Dream Island, with the former being warmer and more professional.
My water bungalow was excellent and very clean. The shower and tub are amazing!!! My backyard was the ocean. Epic!!!
The check-in process was smooth. The app is a great help.
The food was very good. One minor point of correction is that breakfast items eg waffles from the day before should not be re-heated. Also, consider allowing guests the freedom to sample other restaurants other than the buffet restaurant as part of the standard meal offering.
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