I checked in to the hotel after moving out of Serena. I was told a lot of good things about this property, however I was so disappointed by the lack of service standards and clear thinking by the staff and even duty manager.
I had checked in the morning and dropped my bags at the check-in desk to be dropped in my room. Left for my office from the reception. Had a late night flight to catch and some official dinner to attend with senior management of my company. Once I reached my room in the evening and was getting ready to take a shower, realised my bags were missing from the room. I called the guest services, they said it will be up in a few minutes. Kept waiting for 20 minutes and no sign of my bags. After repetitive calls 5 times, still the bags were not delivered. Once I crossed the 1 hour mark u just asked for the duty manager over the phone and have him my piece of mind. The bags did turn up after that. However, I asked the bell boy to send the manager to the room, but no sign of him. My bosses were waiting for me for dinner and here I was waiting for my bag.
Went for the dinner which I could only be there for 15 minutes as I had a plane to catch after that.
No sincere apology. I had to return back to Nairobi in 2 days time for a 7 day trip and had confirmed Sankara to my administrative staff. However after this experience I just took myself to my old and trusted Fairmont Norfolk. They never go wrong with the service.