KEMPINSKI SEYCHELLES RESORT ^{* * * * *}

Amazing hotel, beautiful beach, very kind service, great signature cocktails, lovely food, live music every night - absolutely recommend staying here ????

We came to this hotel as it is listed as one of the best in Mahe, but we were in for a big and unpleasant surprise...or more. Our flight was delayed 5hrs and we arrived late. We checked-in and went for dinner. We had a half board, but as soon as we finished, they came to us for payment. We told them that we are on half board, they took a picture of our voucher from the agency and went to check at the reception. We also went at the reception soon after, as we wanted to see what the problem was. We waited for 10-15 minutes and because we were very tired, we asked if it was ok to go in the room and the receptionist assured us they will look into the matter and let us know if anything else is required.
The next day, nobody told us anything, we were sure things were sorted out with our agency, but as we finished dinner again and were heading out of the restaurant, one of the staff members came after us with a bill and said unpolitely: "You have to pay for dinner!". We insisted to go to the reception, because we had just about enough of the situation. At the reception, an assistent manager started explaining that our agency did not book a half board, but a bed and breakfast and we need to pay. We insisted they contact the agency, because we did not book directly with the hotel and cannot know what the situation is, as we paid for a half board and do not want to pay for dinner until we get in touch with our agency to figure out what was going on. We asked for some time to contact someone, but this person was acting as if we were scammers and came here just to eat dinner for free. His attitude was far from everything I experienced and expected from a 5 star hotel staff member. We tried to explain that we are staying for 4 more nights, we are not leaving the hotel and it is not normal for us to not have the possibility to find out where there was a misscommunication, because they had NOT contacted our agency regarding this problem and as we booked through a 3rd party, we need to understand what was going on. He insisted we needed to sign because he cannot close the system. In the meantime our agent told us they will contact them asap and we should not worry, they will sort it out for us, we are on vacation and should not deal with this kind of things. We told the assistant manager that our agency will call, but he was again insisting we sign. That was the moment we had enough of getting treated like this and left for our room. The next day, our agency informed us everything was in order, as their supplier spent the entire day talking with the hotel until it was sorted out. Nobody came to us to tell us anything at all, they just did not try to charge us for dinner again.
I'm not teaching hospitality, but treating paying guests like this is not my idea of it. Staff does not know words as "excuse me", "sorry" and does not have the proper attitude to address, nor solve a negative situation. I noticed most of them do not even greet guests when they see them.
Other things that bothered us as we had different expectations:
- we arrived pretty late on our first day and we noticed the room had not been properly vacuumed. The floor was dirty, there was also sand in the shower cabin and the foot towel in front of it had a little bit of mud in one corner. We told the receptionist the next morning and we got no apology whatsoever, he just said he will send someone to clean the room. Maybe it's something normal for him, but not for us.

But, I do need to mention a few staff members that made our stay a lot more pleasant.
1. Mr. Kerill was very polite and eager to provide every information we needed.
2. Chef a Ayman and chef Dhanbeer made sure we always had a wonderful time when it came to dinners. We enjoyed not only the food, but their implication so that we always leave the restaurant with a smile.

We came first time to this spectacular resort in Seychelles.
The service, employees are just amazing with high level of quality service. Thank you Ufuk and all FO & FB guest relations, for their outstanding professional hotelier skills.

Absolute advising and thank you Kempinski for such a beautiful Hotel.

Siamo stati in questa struttura per il nostro viaggio di nozze. Cordialità del personale, camere belle comode e con ottima vista in un contesto incantevole. Cibo vario anche se un filino costoso. Consigliamo perché ne vale la pena

Es waren ein paar wunderschöne Tage im November 2023 in Ihrem Hotel.
Besonders hervorheben möchte ich, die deutsch sprechende Kerstin und Lea von der Rezeption. Sie taten alles erdenklich mögliche als mein Mann Hilfe benötige. Vielen lieben Dank nochmals dafür. Wir werden Ihr Hotel auf jeden Fall weiterempfehlen.
U. + M. Krüger