Diamonds Malindi

Was a pleasant vacation I had at Diamonds Malindi. The staff were quite friendly, the activities and entertainment were good fun. My wife and I really enjoyed it.

We are currently staying at this hotel and unfortunately, the experience has been very disappointing given the category and expectations. While the property itself has potential and the pool area is pleasant, the overall service and operational standards fall significantly short. Check-in experience: Arrival was poorly managed, with only one staff member handling guests. She was polite but clearly overwhelmed, resulting in delays and a disorganized process. Lack of basic support: No porters were available, and we had to carry our own luggage to the rooms, assisted only by an intern. This is not what one would expect at this level. Room standards and maintenance: The rooms did not meet expected cleanliness standards. One of the toilets was visibly unclean on arrival, and it took over an hour for housekeeping to attend. More concerning, maintenance issues such as a non-functioning flush and a clogged shower were not proactively addressed and required repeated follow-ups over more than a day to resolve. Additionally, the staircase to one of our rooms was very steep and potentially dangerous in the event of a fall, raising safety concerns. Responsiveness and service: Calls to reception frequently went unanswered, making it difficult to get timely assistance. Housekeeping was inconsistent and only done after repeated follow-up. The restaurant service was slow and inattentive, and the hotel appears to rely heavily on interns without adequate supervision, which is reflected in the overall guest experience. Lack of management follow-through: These issues were formally escalated to management via email during our stay. Unfortunately, there has been no follow-up or improvement, which is particularly disappointing. Overall: The facilities themselves show promise, but the operational execution is poor. There is a clear gap in service delivery, responsiveness, and attention to detail. We hope to see improvements during the remainder of our stay and would be happy to update this review if the issues are addressed.

Its a nice and quite place relax and have some good time, everyone was welcome with a nice smile and more thanks to the gentleman at the beach bar . He was amazing .

Stunning location, great variety of pools, bars and restaurants . The food was delicious with mid morning and mid afternoon snacks too. The only thing I would say is there isn’t a huge amount for teenagers who aren’t sporty (beach volleyball and waterpolo is available). Our son did the woodwork workshop although that was just watching a guy make a magnet (although appreciate you can’t give kids tools) and then sand and varnish the animal. Maybe something as simple as some balls in the fun pool for guests to use. Three and a half days was enough for us. We did a safari before hand so we were in need of some chill time. We took a taxi to Hells Kitchen which is definitely worth a visit.

I enjoyed the amenities greatly and the staff were sooo warm and welcoming, especially Lieslie and Glory assisted me greatly with my welcome and room transfer while there. I will definitely be back and recommend it to friends and family. Thank you sooo very much.

We stayed in the hotel with all inclusive packages for 14 days. On arrival our rooms were not ready and I have to wait until 4pm to finally get to my room. The rooms are spacious but also in great need of refurbishment The power went off 4 times during our stay and we also have problems with hot water supply and pressure in the shower. The food was good and with plenty of dishes to choose from. The drinks on the other hands were very simple, mostly unavailable even if they were on the menu There was no single cocktail that was prepared correctly due to shortage of ingredients. The staff was very friendly and helpful. The amazing animation team. Nicholas, Edwin. George, Pauline and their evening activities and shows were brilliant. We experienced a change to the poolside bar and restaurant status from all inclusive to chargeable. There was no information regarding this change so we learnt as we went to.get the drinks.

There are few things that went wrong with our stay at this hotel. 1. So we arrived very late at night and the lady that checked us in was not very friendly. We booked a full board service via a travel agency but the she kept insisting that we show her proof of payment and that was confirmed before we even left. 2. After we got over that hurdle the porter (his name is Leslie- bless his heart) took us to our room and points us upstairs and I'm like we specifically asked for a room downstairs for my elderly mother then Leslie (who was very helpful) went back to reception to sort it out but came back to say we can only be moved the following morning. 3. The rooms are decent, big enough but ensure that you bring your own adpater because they use Europen charging plugs, it's 2025 and they don't have USB charging ports, the last time I travelled with a universal adapter was years ago because hotels have USB ports to charge. 4. Sure enough we moved to the room downstairs the following day and Leslie came to help us and apologized for the mishap (no apologies from reception). 5. I asked them at reception that it was mother's birthday and she wrote it down and asked what I wanted written on the cake but nothing happened the whole day, no cake nothing. 6. We were told the drinks in the fridge were complimentary since we were on full board but by the third day the drinks were finished and no one restocked our fridge I asked the reception and they promised it will be sorted but until we checked out our fridge was never restocked. 7. When we woke up on our last day the aircorn in the room did not want to come on, we called reception and they promised to send maintenance but we had to call back after close to 2hrs to check if maintenance was coming or what 8. We left for lunch and later in the afternoon arounnd 16h00 I went to the room to get something, I found that the aircorn was fixed but the room was not cleaned, I just thought they are still busy they will get to our room but we came back around 18h30 and our room was not cleaned. I had to call reception and they said they will inform the cleaning service to come but I had to call them again after 45 minutes to follow up and finally someone came and she just did touch ups there and there no proper cleaning. Okay enough with the negatives. They have 4 restaurants and they all make delicious food. 1. The Terrence restaurant you have to make reservations the food great but they bring in the food too fast, as soon as you finish your starter they bring out the main and as soon as you finish that they bring out dessert the pace is too fast. 2. The Onda restaurant has nice off the menu food with the views of the ocean but on the last day we went there, we were told we will no longer get food there because it's now a cash only service for day pass visitors just like that no warning 3. Savanna restaurant has nice buffet, shout out to Mary the trainer she helped when I needed to charge my phone becaus

In all honesty, the owners of Diamonds Malindi should look into renovating the rooms as the property itself has the potential but lacks the face-lift needed in order to keep operations running smoothly and to remain competitive in the realm of hospitality along the coast. There were too many staff in training when I arrived which greatly affected my initial welcome. I'm not sure if it was because of low season but proper customer service training is needed as I found myself often finding out about activities and amenities that I was not made aware of during the initial tour of the resort at the last minute amongst other issues. When I first arrived, I ran into a few issues regarding my room and the service I received from the trainees, however, Collins saved my first time experience with Diamonds Malindi as he made sure to pull me aside, listen to my issues, was very empathetic and acted fast in resolving my concerns. I received a premium experience from both him, Victor, and the restaurant staff including Wandina. Overall I'd give my experience a 7/10 and hope things turn around if I decide to stay there again.