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“Customer Service charter standards LACKING!!!” 2 of 5 stars
Review of Ole - Sereni Hotel, Nairobi

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Ole - Sereni Hotel, Nairobi
4.5 of 5 Hotel   |   Mombasa Road, Nairobi 00500, Kenya   |  
Hotel website
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Hotel amenities
Special Rate
Weekend offer of $ 199
Ranked #24 of 106 Hotels in Nairobi
Nairobi
1 review
1 helpful vote 1 helpful vote
“Customer Service charter standards LACKING!!!”
2 of 5 stars Reviewed November 13, 2013

Last Monday, Nov 11th 2013, for the first time me & my friend fresh on vacation from the U.S decided to have breakfast at Ole Sereni. Nice serene atmosphere, highly given accolades. However, at 10am the waitress stated they had no menu for breakfast; we went ahead and ordered a light breakfast; even though she was nice, she didn't quote the prices either. The scrambled eggs were mundane and looked like morsels.

When she brought the bill, apparently, they have no entry for sausages hence they substitute it to show you had cereal which by itself depicted Four sausages substituted as cereal as $11, upon inquiring to talk to manager (Kanana) who had no empathy, lacks any expertise when it comes to being a Manager; no empathy to our concerns, not seemed to be bothered by our questions/inquiries. To her, it seemed like we were just a bunch of looney locals with the usual hullabaloo. She stated that the price was actually less and she needed to refund us around $4(which was good) but for a 5 star hotel where is the conformity on prices? Who is in-charge.*** She went on ahead to make amends to the receipt and 30 minutes after, she wasn't back. We had to go looking for her.after which 38 minutes later she showed up with the change and had the look that "this is not money", she didn't apologize for taking her time and actually, she was frowning upon asking her.

This is bad reputation for a first timer. This kind of ignorance exhibited by a Manager is quixotic, brusque and archaic for a high repute 5 star hotel. I the local, I the little customer who spent a meagre $50 for breakfast makes the overall experience/name of Ole- Sereni
So, for us, seems like Kanana is bigger than the customers, It's a wrap!

  • Stayed November 2013, traveled with friends
    • 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.
Ghulam S, General Manager at Ole - Sereni Hotel, Nairobi, responded to this review, November 16, 2013
Thank you for taking time to give us your feedback.

My profound apologies on the incovenineces you faced.

As you are locally based, I request you to consider choosing our services with an assurance that your experince will be far superior.

I look forward to welcoming you back.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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561 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (172)
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English first
london
1 review
5 of 5 stars Reviewed November 6, 2013

I have been staying in this prestigious, historic and wild hotel for more than one week and the ambiance was unique, the overall decor is impeccable and exceptional, got a red carpet welcome with my friends and and escorted to the reception with our luggage's safely taken care of. at the reception, service was fast and warm, much friendlier than i expected, we were offered with a welcome drink i understand it was a non alcoholic drink called 'ndawa' which was waaaaah! we were escorted into our respective rooms, the room orientation was detailed, safe was secure for all my valuables, bath tab ensured i was in my relaxing mood, bed was comfy and incredibly comfortable, internet was fast and reliable.
Restaurant service was great, despite the packed guests, the chefs and the waiters coordinated perfectly, it was a professional service worth my mention. The waterhole terrace was fabulous and the park view was great with wild grazing as you have your sumptuous meals or drinks.
I personally appreciate the personalized And unique service and i received from the guest relations team, sheila and shadrak, they portray genuine customer service and professional ethics as par, they organized the memorable managers occasion where we were spoiled with complimentary beverages and snacks. i thank the management for the game drive. This hotel is worth and should never be missed by any guest who is security conscious for the entire hotel is safe guarded, warden camp inside the park, heavily security monitoring gadgets and most of the officers are alert as per my interrogation as a senior officer. i recommend all to have their own experience.

Room Tip: ask for park facing rooms.
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  • Stayed November 2013, traveled on business
    • 5 of 5 stars Value
    • 5 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
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ghulam S, General Manager at Ole - Sereni Hotel, Nairobi, responded to this review, November 7, 2013
I sincerely thank you for taking time to give us a very thorough feedback of your stay and delighted to know that your stay was pleasant.

It is our constant effort to ensure we provide the finest of comforts and services and we are happy to learn that you appreciate it.

We look forward to welcoming you back.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Nairobi, Kenya
1 review
5 of 5 stars Reviewed November 6, 2013

First time as flight crew member in this lovely hotel. Its location is the best possible for Nairobi hotels. Close to the airport, but most important, best views over the Nairobi national park.
Only a one day layover, but got at least a bit of that safari feeling.
Hotel offers all the comfort one could wish, and hotel personell is really friendly!
JUST GO THERE on your next Nairobi visit!

Room Tip: Ask for a park side room.
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  • Stayed November 2013, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ghulam S, General Manager at Ole - Sereni Hotel, Nairobi, responded to this review, November 7, 2013
I thank you for taking time to give us your positive feedback.

We are extremly delighted to learn that your stay was a pleasnt one.

We look forward to welcoming you back.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
Senior Contributor
47 reviews 47 reviews
20 hotel reviews
Reviews in 30 cities Reviews in 30 cities
31 helpful votes 31 helpful votes
5 of 5 stars Reviewed November 4, 2013

Great service and delicious food served up at a wonderful location overlooking the National Park. Nairobi traffic can be really hectic and gridlocked at times so, if you're only stopping over, you'll appreciate this hotel's close location to the airport which will minimise your commute time. Large selection of breakfast on the buffet and served from 6am which is really useful if you're doing an early safari.

Room Tip: The hotel bar and restaurant overlook the National Park so I'd recommend saving money by booking...
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  • Stayed November 2013, traveled solo
    • 3 of 5 stars Value
    • 5 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
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ghulam S, General Manager at Ole - Sereni Hotel, Nairobi, responded to this review, November 5, 2013
Thank you so much for taking time to give us your raving reviews.

We are very pleased to learn that your experience was memorable and you enjoyed our product.

We look forward to welcoming you back.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
Senior Reviewer
7 reviews 7 reviews
3 hotel reviews
Reviews in 5 cities Reviews in 5 cities
3 helpful votes 3 helpful votes
3 of 5 stars Reviewed November 3, 2013

This is a convenient hotel that many business people use as it is close to the airport and industrial areas. Better hotels can be found in Nairobi city centre but when you have to travel to work each day, the one hour plus to get in and out effectively rules them out and this is a safe viable option with views across the national park (avoid the side overlooking construction of a new highway)

Staff are friendly but generally not very efficient and you may have to ask twice; be it asking for your food bill, an ironing board or someone to fix the noise on the fridge.

The food is however very good and gym facilities are also of a good standard. I have stayed here 3 times between August and October and to be fair i have noticed improvements both in the service and the views from the dining terrace. My first two visits i saw no animals but on the final visit i saw many giraffe a few hundred feet away while eating breakfast. The introduction of a watering hole close by is no doubt starting to pay dividends in this respect.

I believe this hotel is sometimes referred to as 5 star but it is no more than a competent 4 star most suited to business people.

Stayed October 2013, traveled on business
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ghulam S, General Manager at Ole - Sereni Hotel, Nairobi, responded to this review, November 5, 2013
Thank you for taking time to give us your feedback.

I am pleased to know that you have noticed improvements from your past visits and we will continue to put more efforts in improving the hardware and service delivery.

We look forward to welcoming you back.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Romsey
Senior Contributor
49 reviews 49 reviews
20 hotel reviews
Reviews in 33 cities Reviews in 33 cities
33 helpful votes 33 helpful votes
4 of 5 stars Reviewed November 2, 2013

Great hotel to use if you have a long wait between flights. Depending on the traffic the taxi to the hotel can take as little as 20 mins. $25/2000ks. The hotel offer a shuttle bus back but we had already agreed return transport with the taxi driver. We spent a very pleasant few hours on the terrace of the Waterhole Bar watching giraffes in the park being looked after by the charming Moses and ate from the bar menu. The choice was varied and the price reasonable considering the location. The doorman Lordick? is a real character. Efficient slick and a credit to the hotel. He arranged for our luggage to be stored and then ensured it quickly appeared when our taxi arrived.

I would be more than happy to stay at this hotel and highly recommend using it rather than sitting at Nairobi if your flights don't connect quickly.

  • Stayed October 2013, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ghulam S, General Manager at Ole - Sereni Hotel, Nairobi, responded to this review, November 5, 2013
I thank you for taking time to give us your positive review.

I am very pleased to learn that your experince was memorable.

We look forward to welcoming you back.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
MICHIGAN
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
3 of 5 stars Reviewed October 30, 2013

Stayed there 3 separate nights a couple weeks ago. Rooms are reasonable - hard bed, but found that true all over Kenya. Clean, with reasonable amenities. The second room we had, however, the shower floor was leveled in such a way that the water poured OUT of the shower to the toilet area and then the standing water smelled bad all day. Had to us lots of towels on the floor.

Friendly, helpful staff in the patio bar at night. Staff at breakfast very, very slow bringing coffee, etc. Hard when you are trying to get to meeting and can't get coffee. Nice vista view at breakfast on patio.

Trying to do airline check-in in business center after checking out in the morning was a big mistake as they then decided we needed to be charged because "we were no longer guests!" Not a good customer relation gesture. We had paid for several nights.

There is construction noise on the road side, but the hotel had a note of apology and has no control over that. You can hear every step in the halls, though.

They have "security" when you enter the hotel, but they never actually opened a bag or checked anyone that beeped, so not sure what the point is.

Overall, not a bad stay.

Room Tip: Try and not stay on road side and our first room farther down the hall had a window bump out sitting...
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Stayed October 2013, traveled on business
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ghulam S, General Manager at Ole - Sereni Hotel, Nairobi, responded to this review, November 1, 2013
Thank you for taking time to give us your feedback.

I have taken stock of your concerns and we will address it right away.

I sincerely hope you will reconsider our services in future as well.

We look forward to welcoming you back.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Ole - Sereni Hotel, Nairobi

Address: Mombasa Road, Nairobi 00500, Kenya
Phone Number:
Location: Kenya > Nairobi
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:
#11 Spa Hotel in Nairobi
#16 Luxury Hotel in Nairobi
#18 Business Hotel in Nairobi
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — Ole - Sereni Hotel, Nairobi 4.5*
Number of rooms: 134
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

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