This hotel can not be graded as a 5* property. Personally, I would grade this property as 2* or below based on my experience mentioned below for the 2 day stay with them.
The staff is extremely rude and the services are poor. We were not provided with our rooms till 6pm on our day of Arrival into the Hotel. Also few of the group members checked into the Hotel at 2 pm, but even they were not given their rooms till 7pm. The reason being given by the hotel staff and front desk being that the rooms were being cleaned. How could the Hotel not have rooms ready for their guest at the check in time mentioned by the hotel themselves. Even though we had booked the Hotel well in advance of our travel dates and were a large group of 13 Adults and had booked 7 Rooms, we were given all the rooms on different floors. The staff was so rude to the point that they asked the Senior Citizens (75+years) and handicapped to carry their own luggage to the Rooms.
Even though we had paid in Advance for our Dinner in the Indian Restaurant, specifically informing them that we were all Vegetarians, we were never served our meals in the Indian Restaurant. Instead we were told to have the buffet Dinner in the Coffee Shop which did not have any Vegetarian Items in the Soup section, the starter selection and just one dish was available in the main Course.
This was a total let down and they behaved very rudely and almost telling us that they were obliging us by providing whatever Vegetarian meal was available in the Buffet Section of the Coffee Shop.
Even with the Indian Restaurant having a wide choice of Vegetarian Food / Meals available for which we had made payment in Advance, we were never permitted to eat there.
It felt like being cheated by the hotel.
The house keeping services was also very lousy as they not never provided us with basic Toiletries one would expect from a decent hotel. The wifi connection was also very poor and connectivity very slow for which you are charged and you end up wasting more time and money as the 10 minute job on the internet would take minimum of an hour to get done and that too basically checking or sending out emails.
Another very bitter experience with the Hotel being that since that expect you to load, unload and carry your own luggage's both to your room and your vehicle and then they have the courage to blame you for stealing luggage from the hotel. Even after checking our 3 vehicles for the lost luggage they kept blaming us for lost luggage of another resident of the hotel which was totally unethical, rude and improper behavior of the Hotel Staff & its management.
Personally after all the bitter and bad horrible experience, we would never like to recommend this property nor ever stay here again.
This is one of the worst ever hotel that we have experienced with regards to the Intercontinental Chain of Hotel that we used in the past in other parts of the world.
Choose this Hotel, unless all other hotels are full and unavailable during your trip to Nairobi
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to write such a detailed response regarding your recent stay with us at the InterContinental Nairobi.
I was very disappointed to read your review and to note that you experienced many unacceptable challenges during your stay. I understand how important this trip was to you and I am sorry that we failed to meet, let alone exceed, your expectations on this special occasion.
I would like you to be rest assured that we have shared all of the comments you have highlighted with our team and that they will be followed up accordingly.
I again would like to apologise for the inconveniences you experienced and hope that we will have the pleasure of welcoming you back again in the near future so that we can provide you with a true InterContinental experience.
Regional General Manager, Africa
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.