Ok...this was from far the best cuatomer service I've had when it comes to hotels that I've stayed at (and I've travelled a lot). These people are simply outta this world! Incredibly warm people, attentive to details, helpful in every way, etc etc. The rooms are very good, bed comfortable, clean, spacious...simple perfect. Absolutely NOTHING to complain about. I'd like to let a special and warm thanks to the Animation team (specially Tevin and Pamela), u guus rock!! From the hotel crew I'd like to reinforce how well treated I was...a special thanks to Lucyanne, Wankiju and Lydia (u'll be missed). Keep up with the great service guys. Thanks again.

Very nice hotel, rooms very big and bed is comfortable. We arrived late at night and left early morning, so can not evaluate other factors.

When reserving via booking.com, pay attention at the check-in desk at the moment of paying the room. The staff wanted to make us pay an amount in KHS which was more than 10% higher than the price from booking, mentioning that exchange rate has changed etc etc. We asked to pay in $ the mount shown via booking.com, and everything went fine. Staff was anyway friendly.

I was surprised to learn at check-in that it was a bed-only booking. I liked the proximity to CBD and the staff's hospitality; Laureen and Janerose were exceptional. The meals were equally great. I liked the meal options though. I likely the pool location so serene with a cool breeze.

The swimming pool changing room floor was horrible—the dirtiest place I've stepped in years. I think it hadn't been cleaned in a month or weeks, which was disgusting, given that one had to enter without shoes. The drainage also needs to be checked.

When I was booking, I thought it was bed and breakfast, so I was disappointed. On check in I was handled very well by Salome and Samuel. Fidelis also assisted me in getting a taxi when I needed to go out. Wanjiku and Samuel were also pretty helpful on check out. They were exemplary. Nelson at the restaurant was also helpful. The front entrance staff were polite and friendly. Generally, Hotel Sapphire has great staff.

When I was booking, I thought it was bed and breakfast, so I was disappointed. The bathroom should have been better cleaned. I couldn't use the coffee cups as they were dirty.

A sign of excellent quality is not always about having 5 stars but how hotels and staff deal with problems and provide customer service. There is no doubt that by this measure Hotel Sapphire are top class. One or two issues were dealt with above and beyond including a room upgrade, making our experience here so comfortable we cancelled our evening plans out and decided to stay and enjoy the food and drinks. The Indian restaurant was delicious and cocktails very good. Beds very comfortable, exceptionally clean.

I'm not going to write anything negative, because any issues were resolved so professionally that it would be unfair.

The place itself was beautiful and charming. The people are what make Hotel Sapphire stand out above the rest. Pamela, the entertainment director and the Animation Dance Team — Tevin, Sia, and Teddy plus the rest, absolutely joyful and phenomenal. The wait staff — Olive stood out as kind, fun and professional. The cleanliness and care of the rooms was phenomenal—Amos was incredibly responsive and deeply kind. If you want to have a great stay and beautiful evenings, head to Hotel Sapphire—I can’t wait to visit again!

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Wonderful staff, very good breakfast and restaurant. The bed and the cushions are very comfortable. The room was good and very clean. Location is very good and quite calm, despite being in the busy big city center, and only 5 to 10 min away in tuck-tuck to all main attractions. Walking in the surrounding streets is safe. If you enjoy a quiet and relaxed room, please ask for it when booking, the reception was very kind with us and we had a perfect quiet room. We would repeat our experience and stay again in this hotel.

The safe in the bedroom is not "safe", because it is not attached to the wall and can be carried from the bedroom without effort. Some times there was not warm water for showering, but the water temperature was supportable.

We recently stayed at a wonderful hotel in Mombasa, and we couldn’t be more pleased with our experience! From the moment we arrived, the staff made us feel incredibly welcome. Their warmth and professionalism stood out, with everyone always ready with a smile and eager to help with any request. The concierge (Laureen), in particular, was very kind and helpful, always ensuring our stay was perfect. The food was another highlight of the stay. Every meal was a delight, with a variety of freshly prepared dishes. Breakfast on the sunny terrace was a fantastic way to start the day, and the cook was happy to prepare eggs in various styles according to your preference. Whether it was lunch or dinner, the flavors were truly exceptional, with a wide variety of options to cater to all tastes. A special thanks to the kind and attentive restaurant staff who consistently went above and beyond to ensure we felt welcomed and satisfied. Their warm smiles and dedication to service added a personal touch that made each dining experience even more enjoyable. They always checked in to ensure we were happy and made sure that every detail, from food to service, was perfect. The rooms were clean and well-maintained, The housekeeping team made sure our room was always in perfect condition, and the staff continuously checked in to ensure we were happy. The hotel also had great amenities, including a beautiful pool where we could relax. The evening DJ set added a fun atmosphere, making it a great place to unwind. Overall, our stay exceeded expectations. With delicious food, top-notch service, and a relaxing ambiance, I highly recommend this hotel to anyone visiting Mombasa. You won’t be disappointed!

all was great

From the moment I entered I was well received. The staff was so polite and friendly. As a solo traveler, I was mindful to research any reviews on social media about the hotel and the location. That's where I first saw Sylvia, on IG. I was SO impressed with her professional representation of Hotel Sapphire. She is just as passionate about guest relations in person as well. Seeing her smiling and familiar face instantly made me feel like home. Some honorable mentions include Fahad. What a gentleman. He has a warm and welcoming spirit that has made a lasting impression. I can't forget to mention Ms. Yvonne who is actually a new hire and in training. She was a wonderful hostess and attendant to my meal experience. A VERY sweet and friendly young woman who is a great addition to the Sapphire team. "King Arthur" and the other bartenders were fun and full of character. They kept me laughing. The room was comfortable and clean, with a nice view of the city. The food was AMAZING! The drinks are strong, no watering down lol. It's an affordable, SAFE, place to stay for a solo trip. Thank you Sapphire Gems for making my FIRST trip to Kenya and Mombasa a memorable one. I hope to be back in the not too distant future.

I have no cons.

Exceptional staff. We stayed one night only and were upgraded to a premium suite on a high floor, with great views of the city. The breezy pool deck on the second floor is very nicely designed, surrounded by the two hotel restaurants, the bar and the live music stage. At 10pm while we were the only customers left, the DJ stayed on and went so far as to come and ask for our choice of music. Breakfast was delicious - the best I've had in Kenya, with plenty of options and home-made choices.

We only stayed one night so we haven't seen everything of the hotel, but I can't find anything to complain about. We came back to Mombasa a few days later and got a very nice airbnb flat in the beach area, and it was great but we still regretted not coming back to Hotel Sapphire - I would still recommend it over private homes.