The Good, the Bad and the Ugly
I stayed 2 nights at the Tribe Hotel in Nairobi, 6+7 October 2012 and was hugely disappointed and frustrated beyond believe. I will never stay there again.
The Tribe is one of the trendiest looking hotels in Nairobi, and that is where it ends.
Staff at reception got it down to a fine art to ignore you completely. I was not even acknowledged with a quick glance. I felt completely invisible.
Although I requested a room with a bathtub during my reservation, the room given to me had only a shower, so I requested another room with a bathtub, but the receptionist told me they were fully booked, but added that if I really wanted a “bathtub” they have the presidential suite available.
I was dead tired after a very long flight plus a tiresome 2 hour drive from the airport to the hotel, desperate for a hot bath and a good rest. So I agreed to stay in the presidential suite. My nightmare started. The receptionist asked me to wait in the lobby lounge because the suite was not ready yet. I went back to the reception several times to enquire, every time I was told it would be ready soon and every time I went back to the lobby to continue waiting. It took more than hour to check in. This was after 17:00.
The TV in the bedroom did not work. I called housekeeping, and had to call twice more before someone came after 40 min to fix the TV. Bizarrely, the TV channels in the bedroom could only be changed from the living room, so every time I wanted to skip to another channel in the bedroom, I had to go to the living room to change the channel. Furthermore the satellite TV system in the Tribe hotel is a bouquet of channels called, “Zuku TV” and may not appeal to everyone. The movie channels were mainly Asian and Bollywood movies, and local made African movies with only 1 other international movie channel that worked. There was also no CNN news, but it had Press TV, an Iranian news channel. The next morning the TV was again not working. This time, none of the staff could get the TV to work. I was told they require a password, and the only man who had the password was out of the hotel and could not be reached. And that was that, no further TV for me for the rest of my stay in the hotel!
I naturally could not wait to have a nice long hot bath (the reason why I upgraded to the Presidential Suite). Pity there was no hot water in my bathroom!! 30 Min and several calls later, the plumber came. He informed me that my room was very far from the boiler and that I had to run the water until it gets hot. I turned open the tap and let the water run for 20 min, but still no hot water. He suggested I let it run some more, which I did, but after an additional 10 min he agreed with me that there was no hot water and that he would look into it the next day. I had to be content with a cold shower! No hot water in the Presidential Suite!? When they finally fixed the hot water, the next day I looked forward to take my long awaited bath. Note to all normal sized guests: The bottom of the bathtub was ridiculously small. Seriously, I have a small physique, 5 ft 2 in tall, but I had to sit in the bath with my knees up to my chin, found it just too difficult to wash, and had to move back to the dreaded shower.
The username and password that the receptionist gave me did not work. After I called reception a couple of times, and tried other passwords she gave me which also did not work, she promised the IT guy would bring me a cable instead. He came, only problem was, there was no port for the local area connection cable in the entire suite! He eventually found the right password for the wireless and I connected to the Internet. But it was so slow it was simply impossible to work on it. Emails wouldn’t go through, Internet websites won’t open. I gave up.
Poorly stocked with only a packet of crisps, nuts and Coke. No beer, wine or other spirits and neither other soft drinks nor water of any kind.
Although I accept it may be simply personal taste and choice... but as someone who practically lives in hotels, the bedroom was a huge disappointment. The little bedside tables were cheap round cane furniture tables with rough tops. No drawers. One cannot put a glass with water on the top, it tumbles over. There were no bedside lamps either. One has to switch off the main headlight, and once you hit that switch, all the lights in the suite go off at once. There was no dressing table or any other type of work table or desk in the bedroom (or any other place in the suite).
The living room:
The formerly cream coloured lounge chairs were terribly dirty, stained all over and had a musty smell.
The coffee making facility was stocked with a kettle, instant coffee and powder milk.
There was a dining room table, but no electric sockets near the table to power your laptop.
The buffet lunch on Sunday had a very poor selection for choice. I decided to instead take the poolside BBQ, but after I waited 15 min for fries and burgers standing plate in hand with 3 other guests waiting in front of me, the waiter then promised he would bring it to me at my table. But this never happened, and when I went back to get it myself after another 15 min, he had given it away to other guests! Other angry guests were complaining of having to wait 20 min for their meat. The carrot cake on the desert table was dry like cardboard and inedible.
and THE UGLY:
During my stay, every time I complained, I asked the receptionist to call the hotel manager on duty or at least to send a message to the hotel manager about my concerns. The manager never came, never called and never replied to my messages. While checking out, the receptionist said she hoped I had a good stay. I said no, I had a terrible stay and the hotel will not see me again. She continued to give me my receipt without any indication that she heard me, and said she hoped to see me again soon!
The next day I received an email from the Tribe hotel Guest Relations with a thank you note for staying at their hotel, and that they hope their accommodations and services met my expectations. And they look forward to seeing me again soon. Unbelievable!
Even so, I thought I should rather try to address my complaints personally with them via email. Hence I replied to their email, voicing my complaints in strong terms, and said I will not stay at the Tribe again. Like my previous complaints, that has obviously fallen on deaf ears, because 10 days later no one has come back to me, not the manager, neither guest relations. As last resort, I therefore decided to share my horrible experience with other potential guests of the Tribe Hotel in Nairobi.
Avoid the Presidential Suite at all cost!
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
October 19, 2012
Report response as inappropriate
Thank you for your review dated October 15, 2012.
First of all, please accept our sincere apologies for what should not have reflected our standard Tribe Experience.
We failed you, and your candid feedback on Trip Advisor is highly valued. Please be assured that I have personally addressed all the issues highlighted with the relevant departments. A specific action plan including the upgrade of our TV system, changing of furniture, and an improved Wi-Fi management program is diligently being executed.
I am ashamed that we did not address your feedback in a proactive and timely manner. I will be contacting you directly to personally apologize once again.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.