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“Comfortable, clean hotel with attentive staff” 4 of 5 stars
Review of Crowne Plaza Hotel Nairobi

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Crowne Plaza Hotel Nairobi
4.0 of 5 Hotel   |   Kenya Road Upper Hill | PO Box 25574, Nairobi 00100, Kenya (Upper Hill Estate)   |  
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Ranked #15 of 96 hotels in Nairobi
Manila, Philippines
Top Contributor
151 reviews 151 reviews
147 hotel reviews
Reviews in 113 cities Reviews in 113 cities
198 helpful votes 198 helpful votes
“Comfortable, clean hotel with attentive staff”
4 of 5 stars Reviewed March 4, 2012

The hotel is one of the newer Nairobi hotels, situated in Upper Hill (upcoming business area).
The rooms are spacious, modern and are giving a very good comfort. The beds are of good quality. On the flat TV a large number of English news and film channels are switched on. The bathrooms are big and bright. A kettle to make coffee and tea is in the room. For the standard of the hotel; I would have expected at least a shoe sponge or a shoe cleaning machine on each floor.
The breakfast selection is good, but is in no way worth the KES 2’500.- or USD 30.-. Food prices in general are in this hotel extravagant. For those looking for a small bite at reasonable prices, can find a local restaurant just opposite “Gazebo Grill”.
The gym is well equipped. The swimming pool is for my taste too near to the buffet restaurant.
The staff is very attentive. I have seldom seen so forthcoming hotel staff. Normally as a Priority Club member, I receive in all Hotels of the Intercontinental Group at least a welcome drink, which was not the case in the Crowne Plaza.
The Crowne Plaza is a safe choice, comfortable, clean and with friendly staff.

  • Stayed March 2012, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
lorenzo_baleri, General Manager at Crowne Plaza Hotel Nairobi, responded to this review, May 6, 2012
Dear Riesst,

Thank you for taking the time to write a review about your recent stay.We are pleased we met your expectations and hope you return again soon.

We have noted your commentys about the price of our breakfast and assure you we are reviewing our pricing strategy and will be implementing added values soon.

I have passed onto my TEAM your comments about the Friendly service and staff.

Looking forward to welcoming you back soon.
Best Regards

Lorenzo Baleri
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    3.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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Washington DC, District of Columbia
Reviewer
5 reviews 5 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed March 4, 2012

This is a first-class hotel. Very clean, good amenities, good food - not overpriced. Staff are very friendly and helpful. Safe area and relatively close to airport. Highly recommend.Complimentary water is key, as is internet. Will stay again.

Stayed March 2012, traveled on business
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
lorenzo_baleri, General Manager at Crowne Plaza Hotel Nairobi, responded to this review, May 6, 2012
Dear Tarheelex,

Thank you so much for the recent review. I was delighted to read your comments about your stay with us,in particular the very clean hotel, good food and the friendly staff and that you felt the experience "Home from Home'.

Thank you too for the feedback regarding the safe area and the location of the hotel being conveniently located close to the airport.

We look forward to welcoming you back in the near future.

Best Wishes

Lorenzo Baleri
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Dubai, United Arab Emirates
2 reviews
4 helpful votes 4 helpful votes
3 of 5 stars Reviewed March 1, 2012

I never stayed at the CP Nairobi before, but I am a Platinum and have been for the past 5 years. I read reviews from RossLo on Feb 5, 2012 and booked for 2 nights. On check in, I was coldly recognized as a Platinum. I was given a "next level room" but not a suite. I was denied access to use club lounge. No happy hour. No breakfast. Nothing. I never got a letter in room. Never received a fruit basket. When I complained, I also got a cold shoulder that they had "upgraded" me and that is all they could do. I had never ever been treated like this being a Platinum PC in any CP ever. Will definatley not return to this location!! I should have stayed at Sankara where I always got a superb treatment.

  • Stayed March 2012, traveled on business
    • 2 of 5 stars Value
    • 2 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations IHGCare at Crowne Plaza Hotel Nairobi, responded to this review, March 20, 2012
Dear raed1962,

Thank you for taking the time to leave us a review.
I am sorry to hear of your disappointment.
I am happy to hear that you did get an upgrade as this is
based upon availability.

Katie J
Case Manager
IHGCare
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Lusaka
Senior Contributor
25 reviews 25 reviews
13 hotel reviews
Reviews in 13 cities Reviews in 13 cities
16 helpful votes 16 helpful votes
3 of 5 stars Reviewed February 26, 2012

It is a mystery why reception staff has to ask on check-in “how to you wish to pay” when it’s obvious from the booking confirmation print-out that the stay is pre-paid. But no, lengthy computer searches have to be conducted before it emerges, yes indeed, it’s all been paid for already: a ‘superior room’ at an advance purchase ‘21-day super save rate’ of $218. Which seems most reasonable a room price for a 3-star hotel but, strangely, when booking a double, there is then an ‘extra person charge’ of $30 (doesn’t ‘double’ mean 2 people?!) plus tax of $70, and so the price jumps up to $318 … not that reasonable any longer … no breakfast included. This goes for another, rather steep $30 pp.

But no matter, the hotel is clean and convenient, has large rooms with 2 double beds, and friendly staff. It’s mainly a business hotel, suitable for conferences and workshops. We stayed 2 nights, before and after a safari, and appreciated the fruit platter (2 apples, 2 passion fruit), the free morning paper, the superb bathroom with 2 hand-basins, bath-tub AND shower (I especially liked the fixtures where one can adjust the water temperature with the hand-shower before switching over to the main shower – cf photo), and the view from the window.
On the first night we were on the 3rd floor where kitchen smells permeated the corridor, on our return we’d asked for the 4th floor but, as the room wasn’t ready, we got an upgrade to the 5th, the Club member floor (cf photo of views), alas without privileges (for members only).

The restaurant is a bit strange, located between swimming pool and gym (one can dine watching executives pound the treadmill and ‘work-shoppers’ do evening laps), and the food overpriced and mediocre. The pork medallions were tough and stringy, the spring rolls soggy and much reheated, but I liked the tomato soup and cheese-cake desert. Best is to just have soup and desert and not worry about a main course.

P.S. it’s nice of the hotel manager to respond to comments on TA … and presumably act upon them. It shows the hotel is serious about customer care.

  • Stayed February 2012, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Crowne Plaza Hotel Nairobi, responded to this review, March 22, 2012
cataractophile,

Thank you for taking time out of your busy day to leave us a candid review. We’re sorry that you received service that was less-than-satisfactory. It is IHG's goal to consistently provide superior service and accommodations and your comments are very important to us. The feedback we receive from our valued guests, like you, enables us to target problem areas and take the necessary actions to ensure similar situations can be avoided in the future. We appreciate the candid feedback we receive and welcome any opportunity to improve.

Ben J
IHG Care
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Johannesburg, South Africa
Top Contributor
88 reviews 88 reviews
39 hotel reviews
Reviews in 31 cities Reviews in 31 cities
45 helpful votes 45 helpful votes
5 of 5 stars Reviewed February 22, 2012

Excellent stay at the Crowne Plaza Nairobi. Welcome drink, smooth checkin, concierge service, welcome message on my screed. Nice rooms and bathrooms. Complimentary WIFI, water.
Attention to details evidenced by extras in room such as switch "do not disurb sign", Ironing facilities, night turn in service-they take away used towels and provide a card for ordering room service breakfast. Always called to check if room service food was great.
I always stayed at the Serena hotel but got wary of the hive of activity due to meetings at conferences there, Crowne Plaza is much more peaceful..
Overall, an excellent experience, highly recommended if you're visiting Nairobi. Also conveniently located.

  • Stayed February 2012, traveled on business
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
lorenzo_baleri, General Manager at Crowne Plaza Hotel Nairobi, responded to this review, May 6, 2012
Dear Wema 34,

Thank you for the positive and encouraging feedback recieved on TripAdvisor regarding your recent stay at the Crowne Plaza Hotel, Nairobi. I will certainly pass your comments onto our TEAM and can assure you that these will be well recieved. It makes our efforts far more worthwile in our strive to exceed our Guests expectations.

We look forward to welcoming you back at our hotel soon.

Best Wishes

Lorenzo Baleri
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Corinth, Maine
Top Contributor
125 reviews 125 reviews
46 hotel reviews
Reviews in 58 cities Reviews in 58 cities
67 helpful votes 67 helpful votes
3 of 5 stars Reviewed February 15, 2012

I really WANTED to give this hotel a higher overall rating, but there were some lapses in service/attention to detail which were annoying. For example: We paid a premium rate to stay in a room on the Executive Club Level (fifth floor) for two nights. The official web site says "Head straight to the fifth floor on arrival for a dedicated check in." But when we got to the Executive Club Lounge (after some confusion because guests need keys to use the lift), the door was locked and nobody was around to help us. I had to return to the front desk, ask that a staff member be sent to the fifth floor, and again there was confusion about using the lift without a room key. Once all that was sorted out, we moved into a room which--quite honestly--appeared pretty much the same as the other rooms in the hotel. Granted, the bed was gorgeous with lots of pillows and a really cushy comfy mattress. However, there was a serious leak underneath the bathroom sink and I had to call at least three times to have that problem addressed. Many hours later, after Maintenance finally admitted that it could not be repaired, we were asked to move to the room next door. The air conditioning wasn't working in either room, and it took more calls for service and more time waiting for it to be fixed--which it wasn't until the second day of our stay. Even though we were in a double room, there was only one bathrobe--a small annoyance. A daily newspaper delivered to the room is promised on the web site also, but that never arrived. Although the Executive Club Lounge is supposed to be a private business center, it wasn't possible to print anything in color and we had to go downstairs to use the main business center (which, by the way, was also missing someone to help us--so we had to go back to the front desk and request to have a staff member meet us there). I can't fault the various people who assisted us during our stay, but there needs to be better Management oversight--including in the main restaurant where service is painfully slow. Breakfast in the Executive Club Lounge, which was included in our room rate, was nicely set up with an adequate variety of items. There wasn't much of interest at the lounge's "Cocktail Hour". All in all, I don't think staying on the Executive Club floor is worth over $300 a night.

Room Tip: Our room on the fifth floor overlooked a quiet street with a lovely view of the Nairobi city lights...
See more room tips
  • Stayed February 2012, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
lorenzo_baleri, General Manager at Crowne Plaza Hotel Nairobi, responded to this review, February 18, 2012
Thank you for taking the time to write to us regarding your recent stay at Crowne Plaza Nairobi.We greatly appreciate any comments made by our guests and constantly strive to achieve the highest quality standards.

We have noted with concern your comment about the Executive Club Lounge being unattended on your arrival and sincerely apologise for the inconvenience caused.However, appropriate corrective measures have been taken to ensure that this does not happen again.

With regards to the leak in the bathroom and the airconditioning, we do apologise and have introduced a master maintenance checklist to ensure preventative measures are applied prior to the rooms being occupied.

I am sorry that you did not not overall enjoy your stay with us on this occasion in particular that you found the service to be a bit lacking.At Crowne Plaza Nairobi we strive to provide an exceptional service delivery to every guest and your feedback is very important to us.

It is our hope that you willl return to our hotel in the future so that we may have the opportunity of providing you with a genuine hassle free stay on your next visit.

Kind Regards

Lorenzo Baleri
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Kampala, Uganda
Contributor
14 reviews 14 reviews
12 hotel reviews
Reviews in 7 cities Reviews in 7 cities
6 helpful votes 6 helpful votes
5 of 5 stars Reviewed February 11, 2012

My stay in Crowne Plaza hotel has been great. They have one of the most wonderful staff i ever met-right from those who welcome you- big smiles, the reception, to the rooms to the restaurant to business centre. I do not recall all the names, but Jane from the business centre is one of those that made my stay great. Then the gentleman who puts the rooms in order in the evening on 1st floor-great. There was this lady (i forget her name) who made wonderful omelet with a huge smile!!! I will definitely be back.

  • Stayed February 2012, traveled on business
    • 5 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
lorenzo_baleri, General Manager at Crowne Plaza Hotel Nairobi, responded to this review, February 18, 2012
Wow, what an excellent review.

Thank you for choosing to stay with us and taking the time to write your feedback and thoughts on Tripadvisor.

We are extremely pleased that you had a Great experience at our hotel. It is gratyfing to know that the efforts of our team are recognised.

Your review has been shared with the whole team here to keep up the great job in the future too.

We look forward to be of service again in the future.

Best Regards

Lorenzo Baleri
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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Additional Information about Crowne Plaza Hotel Nairobi

Address: Kenya Road Upper Hill | PO Box 25574, Nairobi 00100, Kenya
Phone Number:
Location: Kenya > Nairobi > Upper Hill Estate
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #15 of 96 hotels in Nairobi
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — Crowne Plaza Hotel Nairobi 4*
Official Description (provided by the hotel):
Crowne Plaza Nairobi is a new and stylish, 4 Star hotel strategically located in the commercial area of Upper Hill in Nairobi. The hotel is surrounded by multinational companies, diplomatic missions, banks, government offices, insurers and hospitals. Our pillar-less ballroom and 6 boardrooms with state-of-the-art equipments make it the ideal place to stay and meet. The Crowne Plaza Nairobi is just a 30 minute drive from the Jomo Kenyatta International Airport, 10 minutes drive to the City Centre and 20 minutes drive to the famous Nairobi National Park and Animal Orphanage. Crowne Plaza Nairobi has 162 superbly appointed spacious rooms which include thirteen suites, a club floor with its exclusive lounge. All rooms are air conditioned and have high speed wireless internet connectivity. To compliment this is the Business Centre, the double story ultra modern fitness centre and heated swimming pool, Multiple restaurants and a double story bar, 24 hour room service, a gift shop, money changing facilities, beauty salon, travel desk, secure and ample parking space, and same day laundry facilities. ... more   less 
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