I'd like to start this review by saying that I travel regularly for work and pleasure and have been living in Africa for ten years now, and never in my entire time on the continent have I ever been treated so badly as I was at the Ole Sereni.
Here is a summary of my stay:
1. Arrived to no soap, shampoo or moisturiser in my room - something you would assume is a basic entity of a room of this price.
2. The view from the window was of a building site and was loud all through the night.
3. Service at the restaurant and bar was SO slow, it took over 45 minutes to be served a drink, after having to remind the staff on numerous occasions that we were there.
4. The TV in our room did not work, and I was asked to wait until the following day for it to be fixed.
5. The safe was not working, and despite asking for it to be fixed, no one came to fix it.
All of these factors could have been overlooked, but the real issue that pushed the entire experience over the edge occurred on our last day at the hotel. As we were packing we realised that $100 was missing from one of our travel wallets. Upon checking the other wallet we found that a further $150 and £70 was also missing. As soon as we realised that money was missing form our room - our travel wallets had been left in our room the day before when we went out in our suitcases as our safe did not work - I went to reception to report it.
At reception I was asked to wait for the manager to arrive. Soon a man called James introduced himself as the head of security for the hotel. He asked me what had happened and I explained the situation. He informed me that I 'should have told him sooner, as it was getting late now and he usually leaves early', to which I informed him I had only just found out that someone had stolen money from our room and let them know immediately. He asked me to be patient and he would come back to me with an answer within the hour after checking the CCTV footage and key card entry record.
After 3 hours I still had not had any feedback on the situation and it was getting close to the time I needed to check out and catch my flight, so I went back to reception and asked for an progress report. I was asked to wait again and James finally returned. He said that he had reviewed the CCTV footage and the key card record and during the time period in which the money could have been taken only 3 people had entered me room, and they had all left together. He had asked each of them if they had taken the money and they said that they hadn't. The only conclusion he could make was that there was insufficient evidence and that he had to decide that I had made a mistake. Upon me informing him that I was not mistaken and that one of his employees, or several in cahoots with each other, had stolen money form my room when the safe was not working, he said that the only line of action that could be taken was for me to make an official police report as the hotel could do nothing further for me.
I was livid that not only had James, the head of security, insinuated that I had made the whole story up, but that he was also not willing to do anything further for me. I asked to speak to a manager and was brought Nathanel, who refused to look at me throughout our exchange and told me that James was right, the only thing I could do was pay my bill and leave, if I wanted to take it further I must inform the police. When asked how I was to do that when I was taking a flight within the next 3 hours, he said 'the world is now a small place' and walked off.
Not once in the whole exchange with either Jame or Nathanel did either of them apologise to us, offer us any form of compensation or appear that they were at all sorry for the fact that our holiday had been ruined. Instead they spent the entire time trying to shift the blame on to us and accuse us of making the whole thing up and waste the last 4 hours of our holiday being made to feel like rubbish that was not worthy of the managements time. I have never come across as man as arrogant and rude as James, if he represents the entire attitude of the hotel then they will have a very dark future ahead.
Never in my life have I been so insulted by two people. Customer service and quality of stay is clearly not something this hotel does or wishes to pride itself on. Not only will I never return to this hotel, but I will ensure that my company never uses it again. Our two night stay cost us over $600, add in the $350 stolen form our room and we paid nearly $1000 for a below par hotel experience in which we were insulted and treated like an inconvenience rather than paying guests.
If you are coming to Nairobi and want to 'splash out' on a nice hotel, do NOT choose this one, you will only leave disappointed and out of pocket.
- Official Description (provided by the hotel):
- Ole Sereni is a premium wildlife resort strategically located just off the Mombasa road overlooking the Nairobi National Game Park. Centrally positioned between the international airport and the city center, this is the only hotel bordering the wilds of the National Park. Ole Sereni offers all comforts and services to the business as well as leisure travelers and enjoys proximity to the central business district, international organizations, financial institutions, government offices and industrial area. ... more less
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- Also Known As:
- Ole - Sereni Hotel, Nairobi Hotel Nairobi