I helped organize a trip for 40 participants, and Hilton Nairobi was by far the most disappointing part. First, we got put on the "Pool" level, which had outdated and barely functioning rooms. Multiple rooms had issues with AC. The shower in my room malfunctioned, flooding the whole bathroom so I had to move in the middle of the night. The funny part is that one of trip participants stayed in that room the previous night, and had the same thing happen to him! So instead of fixing the issue, the hotel went ahead and put another person in the room with a faulty shower to suffer. I can keep going with the list of staff inadequacies, or the fact that Internet is $23/day, but I'd rather end it with my recommendation - stay elsewhere.
Reasons I am giving more than one star:
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you very much for taking the time to write to us .We greatly appreciate any comments made by our guests and constantly strive to achieve the highest quality standards. Our main aim being guest satisfaction and quality delivery, we do take our guests and their well being very seriously and always hope to meet the guest’s expectations.
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We have noted with concern your comment regarding condition of rooms and the shower which was not in good working order and sincerely apologize for the inconvenience this caused you and your colleagues. However, I wish to inform you that the our Engineering team has sorted out the issue in the room and more so we are in the progress of a master plan renovation preparation, that will see a complete make-over of the Hotel in time to come.
With regards of high internet charges, I would like to advise that our internet service is provided by Docomo, a 3rd party internet service provider, making it rather difficult for us to lower it or even provide it for free. We do however have a so called Business Plus Package, where apart from an upgrade to a next level room type, unlimited internet access is included in the room rate with a small surcharge. Likewise, for our esteemed Hilton Honours Gold and Diamond members, internet is fully complimentary.
In case you do change your mind, I do hope to have another opportunity of welcoming you back to Hilton Nairobi or at any of our Hilton Family of Hotels worldwide and re-establish your faith in our hotel.
In the meantime, if I can be of any assistance, please do not hesitate to contact me.
With kind regards,
Director of Operations
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.