Where do I begin with the disappointment I have had with this hotel? The glitz and glamour of the hotel lobby and piano bar quickly fade as you discover rooms that shows the age of this hotel. Having just finished an East Africa tour of 19 days I boasted to my group how excited I was to get to this hotel and relax as we departed Tanzania. Check in went okay and than I waited 3 turns to get into an elevator as 2 of the 4 were out of service, but fixed the next day. As we began tour the next day I discovered that one of our rooms had mold through out the ceiling and tub, and cockroaches. Another had 2 box springs instead of a mattress, another bed broke as the gentleman sat on it. All were switched rooms. I slept with an ipod the first night due to all the hammering going on the other side of my wall. The next two days I would be awaken by drills going through the mortar of my wall. The breakfast and dinner food is average and if you want to swim in the pool you are the dining entertainment as the pool is surrounded by two restaurants. The front desk service treats you as an annoyance no matter how politely and smiley you try to be when trying to fix problems. (you catch more flies with honey than vinegar, just not here). I asked to use the business center to print a passengers flight info that had just been changed and I was required to purchase an hour minimum usage, of which I cannot log in and out to use. I must sit here and use the hour I paid for, when I would rather be eating dinner. So that was the last straw. I am using my hour to write this review. However, I will say the dining staff are delightful, as well as the staff in the basement. Hidden in this dark, dank, outdated and grungy basement is a gem of a Masseuse named Pauline. Best massage ever. You can skip the aroma therapy, I didn't smell a thing, but her Swedish massage is well worth it. Another kind gentleman, Hillary, was of utmost help at all times in the gym. Other than a few polite staff this hotel was an over priced Motel 6. It does not uphold the name of Intercontinental. Having been at the Cairo Intercontinental which was everything and more, this Nairobi hotel is a sham.
Don't stay here
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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 sharing your comments about your recent stay with us here on TripAdvisor.
I regret to note your disappointment due to the condition of the hotel facilities and internet service. I sincerely apologize for the inconvenience this may have caused to your comfort during your stay.
Your review helps us to identify and target problem areas and we take every measure to correct each area.
Hopefully you will give us another opportunity to serve you again and regain your trust.
Regional General Manager, Africa
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.