I do not think that my experience could be any further from any of the other reviewers.
First, there was a misunderstanding with our reservation, so we showed up only to be told that there was no availability. They recommended another hotel nearby that the front desk person had never stepped foot in, which was also more expensive. When we made it back the next evening (for our actual reservation), we were told that we were shown two rooms for two of us, while we had booked one for both of us. We were then told that we would have to pay for both at the price quoted to us for a double room. We were continually asked to pay more for our double room even though we had email evidence with the actual price. We had previously been staying somewhere else in Nairobi for a lower price that was significantly nicer and more hospitable.
The room itself was okay. It looked like it had been surface cleaned but not really. The bathroom looked as if it hadn't been updated or changed in 10 years - grout stains everywhere, dried dry wall in lumps on the floor, cracked and broken towels, the towel rack was only half on the wall. The shower consisted of a dribble. The whole place just has a shabby/half done feel to it. We found out that Endre bought it about 6 months ago from a previous owner. They obviously have not done anything to update it or make it look better. As far as the poster who mentioned the fabulous pool, not sure if rusty and uncleaned is fabulous but to each their own. Additionally, our room was not cleaned between the nights of our stay, which we thought was weird. We actually did not see a cleaning person the entire time we were there.
Also, I am not sure about the wonderful staff that everyone talks about. We saw Maureen a few times - but she was mostly brief and short and not very helpful. The night attendant was impossible to communicate with - nothing processed - She was distant, spacy, and irresponsible.
The food that people rave about - well, it smells amazing when you walk in, so apparently someone is cooking, but it is obviously not for the guests. The first day for breakfast we were given tea (as requested), two burnt pieces of toast, and a whole mango with a knife when we asked for fruit. We had an early pick up the next morning and when we told the above mentioned night attendant, she specifically asked if we wanted breakfast. We said yes. We ended up waking her up that morning (this was a general trend). She said that she couldn't do anything because the chef wasn't there (we had asked for toast and tea). She led me to the kitchen where she couldn't figure out how to turn on the electric kettle, so I made all three of us tea, found bread and made toast myself.
We did meet Endre, who was extremely pleasant and happy to have a conversation, but we were there three days and saw him for a total of 10 minutes. The place is in a great area and definitely has potential if they are willing to get a true staff and update some elements. As of right now, I would definitely not recommend this place to anyone traveling to Nairobi.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
September 5, 2012
Dear FRF 40,
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Thank you for taking your time to write your lengthy review. We appreciate all feedback, both good and bad so that we can continously develop a better product for our guests.
First of all, I am sorry that you did not enjoy your stay at Eden Gardens. I wished you would have pointed out some of your problems when we had our chat, as I am sure most of the problems could have been sorted straight away. However, I can ensure you that we have gone carefully through your list to ensure that no other guest have the same experience as you.
Then let me go through your feedback:
Problems with reservation: The reservation was done through your friend, and later even changed through another friend. I have gone through the communication to try to see how the problems came up.
Your friend reserved two single rooms. We gave him the single room price and told him that due to a wedding we would not be available for all the dates you wanted. Another person came back to us and confirmed the two rooms for the dates we could accomodate you.
When you arrived, you arrived a few days before the reservation we had confirmed, and our receptionist reccommended a hotel nearby. We are sorry that you were not happy about our reccomandation.
As you came back to check in, we had prepared two single rooms for you. We were told that you wanted a double room instead, which we fixed. Since there is a price difference between a single and a double room, you were asked to pay for the double room price. From your review I can see that we must have communicated unclear to you, and you protested. Due to your protest, we let you have the double room for a single room price. I appologise for the unclear communication from our staff.
I am suprised to hear your complaints about the cleaness of the rooms. The rooms are cleaned every day. However, it could be that you kept the key to the room, locking our staff out from it. We try to avoid having to many keys to the rooms for security reasons.
However, I do agree with you that the bathroom had a few problems. Unfortunatly we had not checked the bathroom well enough after the previous guests checked out, and it is now up to our normal standards. Again, I wished you would have notified us while you were staying with us, so that we could have given you another room.
I see that you had several complaints agains our night staff. I can understand the frustration. Due to the small size of our hotel, we have not prioritised our night service. We had given a young student an opportunity to make some income by looking after the reception at night, and solve simple requests from guest. From your feedback I see that we need better trained staff at night. We appreciate this information.
Breakfast is served from 07:00 every day, and earlier on request. Our night staff was not trained in the kitchen and was unfortunatly not able to help you. Had you given us notice the day before, we would have been able to serve you a regular breakfast before your safari. However, I can see that the breakfast times has not been communicated clearly enough to our guests, so we will make improvments on how we inform our guests.
It is true that the hotel has been running from January. I can ensure you that we have done several investments, and improvments and continue to do so. Next in line is flatscreen TVs in all the rooms in addition to 7 more rooms with new bathrooms.
Regaring the pool, you arrived one day after the wedding. Unfortunatly several sand bags used to hold candles for the wedding had fallen into the pool. The sand came into the drainage system and we needed to do a special cleaning. The pool is back to its normal blue colours. You can see pictures onour profile here how the pool looked like the day of the wedding.
Again, thank you for pointing out areas we need to improve on. I am happy you see the potential in the place, and I hope you will return to visit us next time you are in Nairobi to see our progress.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.