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“Front office staff & Room attendants need training in Customer Service” 3 of 5 stars
Review of Hillpark Hotel

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Hillpark Hotel
Lower Hill Road | P. O. Box 46037, Nairobi, Kenya   |  
Hotel amenities
Ranked #43 of 92 Specialty lodging in Nairobi
Lusaka
Senior Reviewer
10 reviews 10 reviews
5 hotel reviews
Reviews in 6 cities Reviews in 6 cities
3 helpful votes 3 helpful votes
“Front office staff & Room attendants need training in Customer Service”
3 of 5 stars Reviewed August 5, 2013

Well Well, as a trained customer service specialist I found myself faced with a very cold reception from the front office staff and the room attendants for the duration of my stay at the hotel ( seven days). The staff need urgent customer service training before they loss customers who value good customer service delivery. I was rarely greeted each time I passed by the reception. Only the lady that helped me with my check out on 31st July, 2013 was very friendly, the rest were very cold.
The cleaning of the rooms is done as the room attendants please - it appears they are either understaffed or have some attitude issues - though most of the time I would find them in the corridors chatting or is it gossiping and would never greet a guest.

Room Tip: All rooms are the same
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  • Stayed July 2013, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 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.
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30 people have reviewed this hotel

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Rating summary
  • Location
    3.5 of 5 stars
  • Sleep Quality
    3 of 5 stars
  • Rooms
    3 of 5 stars
  • Service
    3 of 5 stars
  • Value
    3 of 5 stars
  • Cleanliness
    3 of 5 stars
Traveler tips help you choose the right room.   Room tips (10)
Date | Rating
  • English first
  • Any
English first
San Francisco, California
Senior Reviewer
6 reviews 6 reviews
Reviews in 4 cities Reviews in 4 cities
1 helpful vote 1 helpful vote
3 of 5 stars Reviewed July 17, 2013

The Hillpark Hotel is a good alternative to downtown Nairobi. We stayed in a 3 bedroom apartment that would be perfect for a family. It could use an upgrade but the space was good. Excellent service, staff, and security. The food was good and the business center helped me accomplish a few tasks.

Room Tip: The new wing is the best but the apartment was good if you need more room.
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  • Stayed July 2013, traveled on business
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Usa, Tanzania
1 review
7 helpful votes 7 helpful votes
1 of 5 stars Reviewed June 1, 2013

I Would never reccomend this hotel to any1 , the phones in rooms dnt work the stuff members are rude the female workers love men they serve men 1st and female last its the worst hotel ever the food was horrible , i was booked at this hotel by kenya airways coz they delayed our flight ,

Stayed June 2013, traveled solo
Was this review helpful? Yes 7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
El Fondo de les Neus, Spain
Senior Contributor
42 reviews 42 reviews
23 hotel reviews
Reviews in 20 cities Reviews in 20 cities
32 helpful votes 32 helpful votes
3 of 5 stars Reviewed February 26, 2013

A good stay if , like us , you arrive late and leave early .Good rooms , no air con though , super big bath but cleanliness and detail not the first priority . Reception is cold and impersonal , both human and building .
Good breakfast but no personal touches at all. Us eit if you have to but don't make a big effort to book.

Room Tip: Find a hotel with Aircon !!
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  • Stayed February 2013, traveled as a couple
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 3 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.
mombasa
Senior Contributor
28 reviews 28 reviews
14 hotel reviews
Reviews in 8 cities Reviews in 8 cities
15 helpful votes 15 helpful votes
3 of 5 stars Reviewed January 26, 2013

Have stayed at this hotel twice and stayed in the new wing which was great and would recommend this to anyone however please do NOT accept to stay in the old wing or the apartments as they are very run down and not pleasant.

The location of this hotel is very good if on business in Nairobi as it is located between the industrial area and the CBD.

Room Tip: rooms on the upper floor are better
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  • Stayed December 2012, traveled with family
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Abidjan
Top Contributor
66 reviews 66 reviews
38 hotel reviews
Reviews in 35 cities Reviews in 35 cities
36 helpful votes 36 helpful votes
2 of 5 stars Reviewed December 18, 2012

I had a weekend stay recently at Hillpark. The first time I went there, it was Kenya Airways that took me there, when the messed up my flight. This time around, I was in for a weekend meeting. The place might have been a personal residence turned into a hotel but hey.. what I need is that stuff work.

I could not get to print anything for the meeting. The business center has not been in use for ages. Plus the restaurant area is in another building from the rooms and it was funny that staff could protect themselves with umbrellas while their guests had to run under the rain to get to the restaurant.

I had an evening flight but I left the hotel in the morning.. and told them I'd rather stay at the airport. It is the first time ever that I spend 3 nights in a hotel and I did not see a single smile on the face of any worker there..

As I told Simon (the porter who tried to force a smile) this can only be due to bad treatment from the hotel owner/management.

Room Tip: If you are in town for business, check out other places!
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  • Stayed December 2012, traveled on business
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
1 review
4 of 5 stars Reviewed November 17, 2012 via mobile

Residents have everything cheaper here, not fair on tourists. My room was $220 for non-residents but KSH 12,000 for residents (about $150). Lovely hotel though, good value for money. Complimentary breakfast and was a feast!
I will be back.

  • Stayed November 2012
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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Additional Information about Hillpark Hotel

Address: Lower Hill Road | P. O. Box 46037, Nairobi, Kenya
Location: Kenya > Nairobi
Amenities:
Fitness Center with Gym / Workout Room Restaurant
Hotel Style:
Ranked #43 of 92 Specialty lodging in Nairobi
Price Range (Based on Average Rates): $$$
Official Description (provided by the hotel):
Most hotels will call you a guest. The Hillpark Hotel treats you like family from the moment you walk through the door. Located in the peaceful leafy Lower hill area, which borders Upper hill, Hillpark Hotel has proven its regard to quality service and personalised attendance. Over the years Hillpark Hotel has managed to grow and upgrade its facility to meet the satisfaction of our clients. The Hillpark Hotel experience is full of thoughtfully orchestrated touches, to make your lodging experience as pleasing as possible. The hotel consists of standard, executive, premium and deluxe suites with elegantly designed interiors and apartments for those who prefer a longer stay at the hotel.For those who appreciate great African and exotic food made fresh from scratch,one meal at a time, by people who really care. ... more   less 
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