I'm not sure why I stopped staying at the Intercontinental and started staying at the Hilton. Probably the decision was made by someone else, although my recollections of receiving a "gift" from the storks that roost in the big tree just outside the Intercon reception might have had something to do with it. If you're one of the few people interested in what Storks consume during an average day, that's a great place to find out from early evening onwards.
I find the service levels at this Hilton to be consistently high and the staff always courteous and friendly, especially the Concierge who remembers me every time and welcomes me as "Mr George". It's happened so many times now that I havent got the heart to tell him that's not my name.
Yes, it's an over-priced hotel, but very well-placed in the centre of Nairobi and very convenient to wander around during the day time. As to the evenings and beyond, I'd say not such a good idea to go anywhere other than by taxi.
The rooms I've had are always well-equipped but sometimes a bit "tired", the restaurant is more than adequate and generally you get the feeling the staff enjoy providing service rather than simply having been trained to do so. The major gripe I've got is with being ripped-off for internet access, but then who do you complain to? Perhaps if I got my act together and signed-up for Hilton Honours there'd be a difference or cheaper rate, but somehow I doubt it.
Of course the location can be troublesome depending on what time of day or night you're planning to arrive and depart, since Nairobi is famous for it's peak-hour congestion. Airport pick-up won't be your problem, of course, but be sure to enquire early at reception about your departure plans so they can book you onto the appropriately timed shuttle-bus.
I always leave this Hotel feeling like I met some old friends but paid through the nose in doing so.
The higher floors are obviously less prone to the constant traffic noise.
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you very much for choosing to stay at the Hilton Nairobi and for taking the time to write to us. It is indeed a great preasure to serving you and we appreciate any comments made by our guests and constantly strive to achieve the highest quality standards.
We thank you for the fine compliments you make about our service standards and the hospitality of our team members. Especially your comment about the outstanding concierge team member who remembers and welcomes you back everytime you are visiting our property. Although he misses out on your name, which I apologize for, but please next time do provide us with your real name so we ca address you properly. Alternatively you can highlight the same to the manager on duty once you are in the hotel so as to correct the team member accordingly. Meanwhile I have shared the information with our front office manager and concierge team members to ensure they get guest names right.
With regards of the condition of our rooms, I am sincerely sorry for we have not been able to met your expectation, but I am pleased to advise that we are in the process of a master plan renovation preparation, that will see a complete make-over of the hotel in time to come. Flat screen televisions will however be installed before the end of 2012.
As for your comment with about internet charges, I would like to advise that, apart from internet not being a free service as a Hilton Worldwide policy, 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. However, to our esteemed Hilton Hhonors Gold and Diamond members, internet is fully complimentary.
If you are a frequent traveller, it is with pleasure that I introduce to you our Hilton Hhonors Loyalty program. It is complimentary and as the only hotel loyalty program worldwide, you can enjoy our so called “double dipping” benefit, whereby you can earn Hhonors points and miles for every stay/dollar spent at the same time. Upon enrolment you have instant benefit of having your spouse staying for free with you and a complimentary local newspaper. You will only need to achieve 16 stays or 36 nights upon staying in any of our Hilton properties worldwide within a calendar year to get to a Gold tier and enjoy free internet and lots of more benefits.
Nevertheless, we are glad to note that you were satisfied with your overall experience, and do appreciate both the constructive and critical feedback. Believe me, it is ratings such as yours that make all efforts truly worthwhile.
Your continued patronage and comments are a vital part of our growth, for which we are most grateful. We look forward to welcoming you back to the Hilton Nairobi again and any of our Hilton Family of Hotels worldwide in the near future
In the meantime, if I can be of any assistance, please do not hesitate to contact me.
With kind regards
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.