We stayed here for 1 night, in June, en route to the Masai Mara. I had booked well in advance (February) yet when we arrived after a long flight from Edinburgh to Heathrow to Nairobi, we were told that there was no record of our booking. I had booked online and also spoken to reception staff, on the phone and also via email, on several occasions, after booking the room. All seemed to be ok as they acknowledged my booking at the time. Luckily, I had brought the email confirmation and trail of the conversations I had had with reception. Fortunately, there were rooms available, but I was not best pleased with the attitude, which was less than helpful, or apologetic, under the circumstances.
The room was nice enough, so no complaints there. The buffet breakfast was included in the price and was extensive and tasty.
On checking out, I requested the use of a day room on our return the following week. Again,this had already been requested and confirmed at the time of making the original booking, so again, no record. However, after some time of staff conversations, they finally agreed to book me a room until 6pm. We were to be picked up for the airport transfer at 8pm, so that seemed not too bad for us.
On the return to the hotel, after our wonderful safari, we had to wait for 15 minutes whilst the 1 person on reception took care of a group of business men, who were clearly having issue with their check out. It seemed they had all been charged different rates for identical bookings! Eventually, someone came from the back office to attend to us, but with no sense of urgency or apology for keeping us waiting. We got our room sorted then took our bags up (no offer to help us, but as we were travelling light, not a problem, just poor service).
On checking out, it seemed to take a long time to complete paperwork...inefficient.
We also made use of the Business Area to print out our boarding passes. The printer failed after the first 2 were done, for no apparent reason. The message on the printer console was requesting a password to continue, yet no request for the initial successful prints. No staff around to attend to this, so I went back later in the hope that the problem had been resolved. 2 staff there in the room on my return, the printer still beeping and flashing, but neither had attended to the issue. I pointed out that I had tried to print but the error had appeared. One of the staff had a look at the printer, pressed a few buttons, opened and closed the paper trays, but to no avail. Eventually, she asked me to try again, then entered a password when it was requested. My boarding passes then appeared. Poor service from unwilling staff with no real clue. Disappointing.
On the flip side, the restaurant and bar staff were attentive, smiley and helpful. Likewise the concierge desk staff, who we had nice welcomes from and who helped us with bags and helped us into our taxi for the transfer to the airport. Not all bad then!
Handy for the airport, but some serious staff training and organisation is required. Not really value for money when the reception staff can't give the hotel a good first impression for travellers. They let themselves down, so I can't really recommend this hotel unless it's necessary to stay close to the airport. Just be sure to have printouts of any emails or booking confirmations with you for backup should their system not have your booking registered!
- 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