Hotel Mesra keluarga di Gazi

I previously stayed at Chale Island in their underwater bungalows and thoroughly enjoyed their spa services. Due to my positive experience, when I returned to Diani with my mother and grandmother, I decided to call Chale's spa to see if I could book treatments even though I wasn’t a current guest. The spa confirmed that it was okay, so I booked three scrubs and massages for us. Unfortunately, the experience this time was vastly different. Despite calling ahead to inform the spa that we were running 15 minutes late, and being told it was fine, we embarked on the 30-minute journey down the rough, unpaved road to the island. When we arrived, the security guard at the gate laughed at us, rudely stating that we weren’t guests and therefore couldn’t enter. Despite explaining that we had booked treatments at the spa and had been told over the phone that it was okay, we were not allowed in. I had to call the spa again, and eventually, a hotel employee brought us to the counter where you catch the boat to speak with a more senior staff member. This employee was kind and tried to assist us, but his supervisor insisted that we would need to pay an additional $120 USD per person to access the island, on top of the $70 USD per massage we had already booked. I explained to the helpful employee that this situation was a result of poor communication and training on the part of the spa and the hotel. They wasted our time, subjected us to unnecessary stress, and allowed their security to treat us disrespectfully—three women, one of whom is 84 years old and uses a cane. Given this experience, I can no longer recommend Chale Island to others. What was once a place I cherished has shown me that their customer service and communication are severely lacking. The lack of clarity and the way we were treated at the gate have completely soured my perception of this establishment. To make matters worse, when asked who I had spoken to at the spa, I had to explain that the person on the phone hadn’t provided their name, nor did I think to ask, since they had assured me that it was perfectly fine to book services as a non-guest. This lack of accountability and professionalism is unacceptable.