Reviews of Papillon Lagoon Reef Hotel 3 stars
Diani Beach, Diani, 80400 Diani Beach, Kenya
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Reviewed: 1 September 2025 · Stayed in August 2025
Verified reviewReviewed: 30 August 2025 · Stayed in August 2025
Verified reviewEveryone was super nice. Nothing was too much trouble. Our room's stewards went above and beyond to make us feel welcomed but also the staff at the pool area, restaurant and bar. Our rooms were in a great location with a sea view. I was pleasantly surprised with the strength of the wifi. Wasn't an issue to keep changing networks. We also had good wifi in the rooms (but could be down to location). Also enjoyed the evening entertainment :) Can't fault it really. I saw some previous reviews mentioning the lack of mini fridge and a kettle with tea/coffee. I can say that we had all of these in our room. Looks like they've listened and changed for the better. It was so good to have these in the room.
Absolutely nothing!
Reviewed: 15 August 2025 · Stayed in August 2025
Verified reviewThe pool and the staff.
No internet in the room. Also should consider putting an electric kettle in the room.
Reviewed: 11 August 2025 · Stayed in August 2025
Verified reviewThe place is nice like food, dance,environment but they need to upfrade rooms
Rooms
Reviewed: 9 August 2025 · Stayed in July 2025
Verified reviewFood,accommodation and beach
Reviewed: 31 July 2025 · Stayed in June 2025
Verified reviewReviewed: 23 July 2025 · Stayed in June 2025
Verified reviewReviewed: 15 July 2025 · Stayed in July 2025
Verified reviewThe pool bar
Reviewed: 9 July 2025 · Stayed in June 2025
Verified reviewReviewed: 6 July 2025 · Stayed in June 2025
Verified reviewEverything was perfect, food delicious, personel professional and always in good mood😊 rooms clean, spacipus, Beach in front of the hotel, my stay was perfect 👌
Reviewed: 6 July 2025 · Stayed in July 2025
Verified reviewNo tonic water for gin in all the bars. Over 8 days with no main drink! Spoiled the holiday. ll the different African dances seemed the same. NO TV in room
Reviewed: 3 July 2025 · Stayed in July 2025
Verified reviewGood location and helping staff. Our stay was pleasant
Didn’t have much choice for food
Reviewed: 23 June 2025 · Stayed in June 2025
Verified reviewReviewed: 9 May 2025 · Stayed in May 2025
Verified reviewReviewed: 23 April 2025 · Stayed in April 2025
Verified reviewGreat location, big swimming pool and beach
The hotel and all facilities would need a renovation, everything is a bit old and dated, lots of issues with toilet that didn’t flush properly, saltwater in the shower, leaking AC, dirty common toilets in restaurant areas. Staff are a bit tired and not very enthusiastic about their jobs. The buffet would need better selection and cleanliness
Dear Anna, Thank you for having chosen to stay at Papillon Lagoon Reef hotel and finding time to post a review of your holiday with us. We always strive for high customer satisfaction which can only be achieved with the help of your input and the feedback from all our guests. We are happy to note that you found Papillon to be in a great location with a big swimming pool and beach. The hotel is currently closed for renovations for one month, re-opening on 7th June 2025. We have taken your comments positively in a manner to improve the experience we offer our guests. we are arranging a refresher training for our staff for a lively and passionate approach to customer service. Looking forward to welcoming again to sample the experience. With kind regards, Aloice Angila Manager
Dear Anna, Thank you for having chosen to stay at Papillon Lagoon Reef hotel and finding time to post a review of your holiday with us. We always strive for high customer satisfaction which can only be achieved with the help of your input a… Show more
Reviewed: 17 April 2025 · Stayed in April 2025
Verified reviewIt would be better if the rooms are upgraded with a kettle and coffee, a small fridge to keep water cool and one extra bottles of water
Dear Saoli, Thank you for having chosen to stay at Papillon Lagoon Reef hotel and finding time to post a review of your holiday with us. We use our guests’ feedback to help improve the experience we offer our customers. We are glad you enjoyed most of your stay. We have taken note of your concerns on upgrading rooms with a kettle, coffee, fridge and extra bottle of water looking forward to having them in the rooms in the future. Best regards, Aloice Angila Manager
Dear Saoli, Thank you for having chosen to stay at Papillon Lagoon Reef hotel and finding time to post a review of your holiday with us. We use our guests’ feedback to help improve the experience we offer our customers. We are glad you enj… Show more
Reviewed: 4 April 2025 · Stayed in April 2025
Verified reviewAmazing! Great value for money, awesome food, friendly staff and beautiful resort. Will recommend to anyone I hear of travelling to Kenya’s South Coast. I hope to be back soon
Dear Cameron, Many thanks for having chosen to stay at Papillon for your valued holiday and we are pleased to note that you enjoyed stay with us. Looking forward to seeing you soon for yet another memorable holiday. With kind regards, Aloice Angila Manager
Dear Cameron, Many thanks for having chosen to stay at Papillon for your valued holiday and we are pleased to note that you enjoyed stay with us. Looking forward to seeing you soon for yet another memorable holiday. With kind regards, Alo… Show more
Reviewed: 31 March 2025 · Stayed in March 2025
Verified reviewNothing,the receptionist Michael was very rude and unreasonable
I did not like anything about this hotel.The rooms were very dirty,they didn't check rooms after check out I found a rotten ice cream and fruit in the fridge.The staff are so rigid and dont allow any flexibility on a guest requests.The drinks were very low quality and gave us food poisoning.
Dear Dolls, Thank you for having chosen to stay at Papillon Lagoon Reef hotel and finding time to post a review of your holiday with us. We use our guests’ feedback to help improve the experience we offer our customers. Taking your points in turn: Service- We have well-trained friendly and obliging staff who will do their utmost to ensure that all clients enjoy their stay with us as evidently seen in most holiday reviews. Room -Our rooms are serviced daily in a manner consistent with good housekeeping practices which many guests appreciate as good. We regularly clean and flush the water system, even in unoccupied rooms. We maintain a logbook at reception to record any requests/incidents/complaints to ensure that issues raised are dealt with immediately to clients’ satisfaction. We cannot trace any request/complaint raised during your stay in room no. 110 from 28/3/25 to 31/3/25. Whilst the vast majority of our guests are happy that we serve varied selection of cocktails, local beers, soft drinks, house wine and house spirits, we always welcome customer feedback and will look into what improvements we can make. Looking forward to welcoming to sample the new experience. Best regards, Aloice Angila manager
Dear Dolls, Thank you for having chosen to stay at Papillon Lagoon Reef hotel and finding time to post a review of your holiday with us. We use our guests’ feedback to help improve the experience we offer our customers. Taking your points i… Show more
Reviewed: 24 March 2025 · Stayed in March 2025
Verified reviewWas good
Yes
Dear Onyango, We are happy to note that you enjoyed your valued holiday with us and found the staff to be great. You are welcome back for yet another memorable holiday. With kind regards, Aloice Angila Manager
Reviewed: 21 March 2025 · Stayed in March 2025
Verified reviewNice layout and easy to navigate, entrance way very pretty, simple but effective, lovely beach front views from loungers
Air conditioning kept breaking, not a lot of variety in food available and poor quality, fizzy drinks always flat and warm, no fridge in room and only given 2 bottles of water a day in room which is not enough, entertainment started late around 10pm every night but sundown at 7pm so not much to do in evenings, many of the serving staff were quite moody and the entertainment staff very pushy and invasive of personal space - I prefer to be left in peace and quiet on holiday not pestered to play games or dance when I am reading or on the phone. No beach loungers and no sun parasols available despite booking.com stating there would be. Sellers on the beach were very pushy and walking on beach at night felt unsafe so security did not help at all. No other food available between meals which is not ideal if out on half day excursions. Only all inclusive booking and quite expensive for the standard, would be better suited to around £115 a night rather than the £160 we paid for the quality compared to other hotels we stayed in locally. Would appreciate if the hotel cats were cared for properly by being neutered, treated for fleas and injuries as seeing so many unwell kittens living on the premises was very sad
Dear Daisylea, Thank you for having chosen to stay at Papillon Lagoon Reef hotel and finding time to post a review of your holiday with us. We use our guests’ feedback to help improve the experience we offer our customers. Taking your points in turn: We are happy to note that you liked the nice hotel layout, easy to navigate, very pretty entrance and lovely beachfront views from the loungers. We have a full-time maintenance staff who continually keeps the hotel up to standard. The rooms are serviced daily in a manner consistent with good housekeeping practices which many guests appreciate as good. Air-condition units operate from 5pm to 9am daily. During the daytime, they are turned off for environmental reasons and to prevent the buildup of dampness in guest rooms. We provide a varied menu of international and local cuisine, endeavouring to please a wide range of tastes, keeping in line with our star rating which many guests appreciate as good. Whilst the vast majority of our guests are happy with the meals we provide, we always welcome customer feedback and will look into what improvements we can make on the range/choice and preparation of food. As described on our website and marketing materials used by our business partners, fridges are only available in Beachfront rooms however, guests in garden/family rooms can hire fridges at a minimal fee. We are providing a complimentary bottle of water per person in the room on a daily basis and serve unlimited water by the glass in the bars and restaurant. Evening entertainment starts from 7.30pm (disco) and shows from 9.30pm. We have well trained friendly and obliging staff who will do their utmost to ensure that clients enjoy their stay with us as evidently seen in most holiday reviews. Beaches in Kenya are public. We have G4S guards patrolling the beach boundaries of the hotel 24hrs a day. However, many guests actually court beach vendors and obviously encourage them to further tout for business. The hotel normally calls Tourist Police whenever a client reports beach harassment. We keep cats as one of the common snake predators and they may help control rodent. To ensure that the cats do not disturb our guests, they are fed three times a day, 30 minutes before mealtimes. We are in contract agreement with a vet who is taking care of the cats. We have taken your comments positively in a manner to improve the experience we offer our guests and are looking forward to welcoming you again to sample an improved customer experience. Thanks, and regards, Aloice Ang’ila Manager
Dear Daisylea, Thank you for having chosen to stay at Papillon Lagoon Reef hotel and finding time to post a review of your holiday with us. We use our guests’ feedback to help improve the experience we offer our customers. Taking your poin… Show more
Reviewed: 7 March 2025 · Stayed in March 2025
Verified reviewWe really enjoyed our stay. The hotel was right on the beach, which was very convenient with small children. The room had a decent size. The staff was very friendly. The food was of decent quality and there was enough variety for everyone, even the picky little eaters. The beach was beautiful and there were lots of activities in the vicinity (jet sky, boat rides, etc.).
The room had many ants and insects and it could have ben upgraded. The beds etc. were old. The kids pool should be better maintained.
Reviewed: 6 March 2025 · Stayed in February 2025
Verified reviewComfortable distance to Ukunda with shops, resturnats, services. Near the beach; excellent food; friendly, helpful and respectful waiters. Sizable, comfortable room. Can imagine returning.
Unfortunately the sea-excursions from the hotel were very limited due to diclined customer interest in recent years. , Bathroom could be a touch higher standard. Window-opening vs. monkies in the room should be solved. We arrived as private customers, not with grou through a travel agent hence did not get to know of some hotel facillities until teh day before our departure.
Reviewed: 25 February 2025 · Stayed in January 2025
Verified reviewThe cashier leaving me to go serve multiple white guests turned me all the way off.
Reviewed: 22 February 2025 · Stayed in February 2025
Verified reviewFriendly and very helpful staff
Lunch and Dinner food was average at best
Reviewed: 21 February 2025 · Stayed in February 2025
Verified review