We stayed at the Raphta Road suites (B & B only) for 6 days in total (first for 2 days and then for 4 days). When we arrived, only one of our 2 rooms was ready. It was a largish room with a living area and a small kitchen. We weren't given any fresh towels or bottled water - so had to ask for these. Also the shower didn't work properly so there was no heated water. And there was no hot water in the sink either - when we complained to reception, they said that they didn't have a boiler!!!!! Anyway, they came to fix the shower and we got lukewarm water.
The internet connection was crap too. Wireless signal was not very good. At one pointm the WiFi connection wasn't available for 2 days. The hotel blamed the service provider and it was eventually fixed - wasn't good for people who had come for business conferences!
Foodwise - very basic, limited choice. It was buffet style. However, they did make you a fresh omelette should you wish to have one. If you decide to eat in the restaurant for lunch or dinner, then their prices are reasonable.
After 2 days we left to go on our safari and returned back to PrideInn and things were not much better. We were promised two rooms next to each other, but were given the same rooms we had previously. The first night back, there was a power cut. The generators failed to come on, but luckily we had packed torches - there weren't even any candles in the rooms!#
Again, rooms were cleaned daily, but fresh towels were not refreshed. We had to ask at reception for more. One excuse was that the laundry van hadn't arrived on time!! Surely they should have a spare supply.
Also, all these complaints - the managers don't relay these back to owners of the hotel. Luckily for us, the owner was on site, and he didn't know about these issues and he said he would get them resolved. We said that all these problems that we suffered, we'd need some form of compensation because you expect basic amenities - they wouldn't reduce the amount we had to pay, but they did give us a complimentary dinner which was nice of them.
Location-wise, it's ok... about 30 mins walk into central Westlands.
Overall, if I had the choice, I wouldn't stay here again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 5, 2013
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Thanks for taking time to review our services. We however apologize for all the inconveniences caused. It is our standard to have room ready with all the supplies before we sell. We do acknowledge that there was a delay from our outsourced laundry services provider due to general problem of power in town that also affected the water supply. This caused delays in major service around town and we had to use the entire linen stock that was available hence the slight hiccup experienced. This explains the unusual power black out.
We also apologize for the internet connectivity as well. As you mentioned, for 3 days we had a quite a big challenge with connectivity assumably due to fresh cable installation that was going on in Westlands at that particular time.
However, so far we have established a laundry section with one of our 6 outlets, and for the Internet, we are on the two major service providers in Kenya .. Access Kenya and Wananchi. This means, when one is down, we can still access Internet through the other.
Our generator has adequate output and capacity. Unfortunately, that evening the Autoswitch temporarily jammed and we sincerely apologize for all the inconvenience.
We got a new group chef and as you mentioned, we have discussed the menu options and so far the issue of variety in the menu will not arise in near future. At the moment, we boost for the best and largest multi-cuisine kitchen around handling Chinese, Indian, Barbeque and Continental under Royal Kitchen Multi-Cuisine.
We do appreciate your remarks on the the menu price as well as the omellet. our concept is 3 star facilities offering 5 star services. That explains why our prices seemingly are reasonable.
With all the accommodation and conference facility choices we have around, we still would like to encourage you to stay with us next time and you will confirm the improvement
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.