Service & Staff were excellent - our flight got cancelled and rescheduled a day later & I had already pre-paid my stay for crowne plaza...but the hotel staff - GM Mr. Lorenzo was most kind in shifting my dates without any hassle. The front desk person in the night shift was also extremely good and helpful.
We got upgraded to the Club room - It was spacious, well done interiors, most comfortable bed and spacious bathroom with separate tub & shower.
Drawbacks - very expensive room service menu. We went to their cafe and got a strawberry dessert - which was stale. We paid about 450-500 KES for it... and apart from not being fresh it was not even the least appealing to your taste-buds. It only looked good to the eyes. The saving grace was the restaurant 'gazebo' opposite the hotel - No great food but better and cheaper than the hotel.
Location - a bit far off from city centre and a cab is needed. But the hotel provides the same or there are other cabs outside the hotel gate which are a bit cheaper too.
But overall a very recommended hotel & a must stay in Nairobi as most other hotels have outdated interiors. The staff handled my queries extremely well and made it a pleasure to stay there.