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“Intercontinental, Nairobi, not what it should be!” 3 of 5 stars
Review of InterContinental Nairobi

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InterContinental Nairobi
5.0 of 5 Hotel   |   City Hall Way | PO Box 30353, Nairobi 00200, Kenya   |  
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Ranked #29 of 96 hotels in Nairobi
Navi Mumbai, India
Senior Contributor
34 reviews 34 reviews
13 hotel reviews
Reviews in 18 cities Reviews in 18 cities
12 helpful votes 12 helpful votes
“Intercontinental, Nairobi, not what it should be!”
3 of 5 stars Reviewed August 5, 2013

The Intercontinental, at Nairobi is located in the center of the business district. Checked in with great expectations - though not all of them were met. A good property as far as location is concerned. Fairly good restaurants, but the rooms were a bit disappointing, with the bath fixtures coming loose and leaky. A bit of more tidiness would have done good. The bath fittings could be replaced with ones that do not leak and that are not scary to handle, teh ones in my room felt like they would come out! but other wise not bad. Good pool, average food for an Indian in teh Indian restaurant Bandhini.

  • Stayed July 2013, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KarlHala, Regional General Manager, Africa at InterContinental Nairobi, responded to this review, August 7, 2013
Dear Milind T,

Thank you for your recent stay with us here at InterContinental Nairobi as well as your comment and feedback on our location, good food and the pool.

We have gone through each line of your feedback and we are very apologetic that we didn’t meet your expectations on the bath and shower condition, we will ensure of service and condition improvement according to the comments made.

Once again, thank you for your thoughtful comments. We look forward to the opportunity of serving you in the future.

Sincerely,
Karl Hala
Regional General Manager, Africa
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (119)
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London, United Kingdom
Top Contributor
122 reviews 122 reviews
86 hotel reviews
Reviews in 66 cities Reviews in 66 cities
96 helpful votes 96 helpful votes
5 of 5 stars Reviewed August 3, 2013 via mobile

I stay very often in Nairobi and of all the Hotels, this must be the safest of Hotel to stay in. From a Security perspective, this must be the best. The hotel is tired but I was told that there is a refurbishment plan in place. I was fortunate enough to get a refurbished guest room. Wow! What a difference a little thought can make. The room looks totally different. The All Day Dining Restaurant really needs a face lift, but the staff are fantastic and look after your eery need. a must to try is the Indian Restaurant probably has the bet food in Nairobi. The Concierge team are great and are really knowledgeable. Keep it up and I look forward to the old lady getting a facelift. If you treat the public spaces in the same way you h
Are doing the guest rooms then you are going to be the best in Nairobi.

Stayed August 2013, traveled on business
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KarlHala, Regional General Manager, Africa at InterContinental Nairobi, responded to this review, August 7, 2013
Dear William C,

Thank you for taking the time to write your experience here at InterContinental Nairobi , and thank you for choosing our Hotel for your stay.

We are glad that you have had a wonderful experience here with us and we are committed as usual to put all our efforts to extend best services to our dear guests. The entire team of staff is delighted to know that they met your expectations and have noted your concern of Dining Restaurant and are sure you will see an improvement in your next visit.

Hope to see you again here at the InterContinental Nairobi.

Sincerely,
Karl Hala
Regional General Manager, Africa
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Senior Reviewer
7 reviews 7 reviews
6 hotel reviews
Reviews in 7 cities Reviews in 7 cities
2 helpful votes 2 helpful votes
2 of 5 stars Reviewed August 1, 2013 via mobile

The hotel is very comfortable and the people are very friendly. I had no problem with the service or amenities (other than the shower that scolds you then freezes you every now and again - not unbearable though), but seeing the prices of food on their menus made me angry. To the point that I refused to order from them.
All the staff was welcoming and friendly and happy to serve. It is well worth getting the executive package and making use of the executive lounge. It's still over priced but its much cheaper than not having it. The package includes unlimited wifi (essential when on a business trip), access to the executive lounge which offers snacks all day and happy hour every evening. I made the most of this to avoid paying those ridiculous prices for food. You also get a press for any suits and you are able to check out at the exec lounge as opposed main reception. I don't think I will return anytime soon purely because of the price.

Stayed July 2013, traveled on business
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KarlHala, Regional General Manager, Africa at InterContinental Nairobi, responded to this review, August 8, 2013
Dear Lynne J

Thank you very much for sharing your feedback here on trip advisor. I am happy to know that you found the hotel very comfortable and our staff friendly. We have taken note of your concern on the prices. We will do a review in consideration of current cost of items.

We thank you once again for your valuable comments and look forward to an opportunity to serve you in future.

Regards

Karl Hala
Regional General Manager, Africa
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Bowling Green, Kentucky
Contributor
12 reviews 12 reviews
3 hotel reviews
Reviews in 5 cities Reviews in 5 cities
6 helpful votes 6 helpful votes
5 of 5 stars Reviewed July 30, 2013

After reading several negative reviews of the Nairobi Intercontinental Hotel, I was prepared to be disappointed. After staying there, I don't know what all the complaints were about. Our room was spacious, comfortable, and well equipped. I was concerned about city noise, but it wasn't a problem at all. The restaurant had a very good menu of delicious food. And the concierge was superb, very helpful.

I was surprised at the security measures when we arrived. Guards at the gate looked under our taxi with mirrors. Our luggage was sent through scanning equipment and we walked through a metal detector. I wasn't expecting this, and even though there were no signs of trouble, I'm happy to see security measures like this at hotels frequented by westerners.

I would be happy to stay there again.

  • Stayed July 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KarlHala, Regional General Manager, Africa at InterContinental Nairobi, responded to this review, August 7, 2013
Dear Dr_LMC140,

Thank you indeed for your great feedback about your recent stay at InterContinental Nairobi.

Your kind comments have encouraged all of us to continuously strive to offer excellence service for our valued guests. I am really happy to know that the room, food quality and concierge team exceeded your high expectations.

We are looking forward to your next visit as you have indicated to have another chance to serve you again.

Sincerely,
Karl Hala
Regional General Manager, Africa
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Indianapolis, Indiana
Senior Contributor
21 reviews 21 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
10 helpful votes 10 helpful votes
3 of 5 stars Reviewed July 28, 2013

Why ever would a hotel with the reputation of the InterContinental rent out a room in which the bathroom sink drained so slowly the basin would fill to the brim in the time it took me to wash my face? (There wasn't a drain stopper either, but, heck, who needed one?) Oh, and there was no clock in the room. No alarm clock by the bed -- not even a time display on the tv (because it was one of those old tube televisions). Add that to the fact that they tried to charge me a second time for my prepaid room, and, well, this is one place I can't recommend to anyone but the desperate. That they put me next to the elevator and I had to listen to the thrum of the cables all night seems sorta par for the course. The only "plus"? A comfy pillow-top mattress.

Room Tip: If you get placed next to an elevator, go back to the desk and ask to be moved! (Maybe you should ru...
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  • Stayed July 2013, traveled on business
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KarlHala, Regional General Manager, Africa at InterContinental Nairobi, responded to this review, August 7, 2013
Dear Ellen P,

Thank you for your recent stay with us. We apologize that your bathroom drain had a problem and that you were disturbed by the lift noise. We have enhanced our maintenance check to ensure that such an experience will not occur again.

We truly hope there will be an opportunity for you to return to our property and let us provide you with the service you expect and deserve.

Sincerely,
Karl Hala
Regional General Manager, Africa
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Honolulu, Hawaii
Top Contributor
54 reviews 54 reviews
16 hotel reviews
Reviews in 24 cities Reviews in 24 cities
27 helpful votes 27 helpful votes
4 of 5 stars Reviewed July 27, 2013

We stayed at the Intercontinental May 30, one night and June 14, one night.

Very helpful concierge directed us to their Indian restaurant. Excellent food and service. Nice room. Very good breakfast both stays. Nice lobby/bar area.

Construction in hallway due to floor damage during our second stay. Very nice large room. Extensive salad bar for dinner. Since it was raining we were not dining pool-side.

  • Stayed June 2013, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KarlHala, Regional General Manager, Africa at InterContinental Nairobi, responded to this review, August 7, 2013
Dear Ingrid70,

Thank you for staying with us here at InterContinental Nairobi and your review that you used to describe our hotel.

I am very happy to know that you had the best experience with us. And the personalized service that you received from our concierge team exceeded your expectations besides the food service quality and the room.

Looking forward to welcoming you back again at Intercontinental Nairobi as serving you will be our pleasure.

Sincerely,
Karl Hala
Regional General Manager, Africa
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Kirkwood, Missouri
Top Contributor
83 reviews 83 reviews
20 hotel reviews
Reviews in 34 cities Reviews in 34 cities
27 helpful votes 27 helpful votes
3 of 5 stars Reviewed July 24, 2013

The people at the Intercontinental were very friendly and attentive and service was great. Very nice pool area and restaurant. The lobby and common areas are nice, but the room was a little on the shabby side. Worn, dirty carpet, walls not fresh (same in the hall, even though they were painting, which didn't seem to make much difference). I'm glad there was a hair dryer in the bathroom, but it was close to useless. Very difficult and inefficient to use.

We were in Kenya for a safari and stayed two nights at the beginning and one night at the end at the Intercontinental. Our flight out left at 11:40 p.m. and the hotel wouldn't let us extend our room past 2:00. Moving to 3:00 or 4:00 would have been a big help! Also, we all laughed about the wifi Nazi in the business center. Though she answered our questions, she was not at all friendly, which was a departure from the other warm, friendly staff.

Overall, this is a decent place to stay but they do need to give some attention to the condition of the rooms.

  • Stayed July 2013, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KarlHala, Regional General Manager, Africa at InterContinental Nairobi, responded to this review, August 7, 2013
Dear kmcnutt1148,

Thank you for choosing to stay with us and for sharing your experience here on Trip Advisor. We are glad to hear that you appreciated the services of our very friendly and attentive staff. We are sorry some aspects of your room were not to your liking and apologize for inconveniences you went through.

Your comments have been shared with the appropriate departments and are committed to great improvement in your next visit.

Thanks again for your review, and we look forward to welcoming you again here at InterContinental Nairobi.

Sincerely,
Karl Hala
Regional General Manager, Africa
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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Additional Information about InterContinental Nairobi

Address: City Hall Way | PO Box 30353, Nairobi 00200, Kenya
Phone Number:
Location: Kenya > Nairobi
Amenities:
Business Center with Internet Access Casino and Gambling Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#17 Luxury Hotel in Nairobi
#22 Business Hotel in Nairobi
Price Range (Based on Average Rates): $$
Hotel Class:5 star — InterContinental Nairobi 5*
Official Description (provided by the hotel):
InterContinental Nairobi has for years been an oasis of luxury for business travellers as well as those who want to experience the wonders of Africa. The Parliament buildings are a short stroll away, Kenyatta International Convention Centre is right next door and Nairobi National Park, Museum Hill and the Elephant Orphanage are within easy reach. ... more   less 
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Also Known As:
Intercontinental Nairobi Hotel Nairobi
Nairobi Intercontinental

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