I recently stayed in the Intercontinental Hotel in Nairobi under 4 different reservations in September. The first night was booked on the Internet and it took them 2 hours, two different days to find their own records of the transaction. The next night we joined a tour and even though they had our names booked on their list could not find our rooms! Then came the ever changing bill accounting. We received 4 different printed copies of bills by several different managers working the front desk and they would never present us with our signed copies to verify what the charges were. At one point they charged us for 3 extra room nights!
The disparity between the level of service in the bars, restaurants, concierge, and bell staff (all quite excellent) and the front desk staff was shocking and the worst I have ever expereinced anywhere in the world. There were numerous communication problems: waiting 90 minutes for rooms that were booked in advance with our tour operator who had even arrived early to facilitate this; very poor data and record keeping that did not record who had made changes within their own systems. It was a nightmare in what should have been a fabulous hotel based on the food, lounges, poolside dining and otherwise very friendly and nice staff. We had two different spa treatments and really liked the masseurs but they had very inadequate facilities to work with: No robes, no slippers, and walking with wet feet the length of the entire workout room in a towel, dripping wet, to get to a spartan traetment room with hopital operating lighting and zero ambiance. They were also not proper tables with a hole for your head and face so end result for your neck was not as good as usual.
The final insult was after we complained of blood and body fluid stains on our bed spreads, they finally removed them after 3 hours of negotiation and gave us duvet covers. Several days later when we were again in the hotel tfor another stay they awarded us the very same room, stained bedspreads again on our beds and no other room could they find. Unbelieveable and not what I have come to think of as InterContinental standards. I asked about the management and was told they were Austrailian. The very last day we finally got a very good man at the front desk, Charles, who sorted everything out.
It seemed to my friend and I that the Kenya staff is working very hard and proud of their efforts while the management is not backing them up with the proper systems, attention to defferred maintenance, and other executive level decisions. My experience in the hotel was largely good but hugely oversahdowed by trying to deal with front desk.
It should be noted that it was very well secured with high attention to those concerns of safety. I absoultely felt very safe there and the staff was very proactive about calling your attention to keeping safe and how to do that. Overall, Nairobi seemed quite safe due to their attention to security.
- 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