Dear Guest,

Thank you very much for choosing to stay at the Hilton Nairobi and 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.

Hilton has always taken pride in ensuring that our guests have the feeling of it being a home away from home. 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 guests’ expectations.

We have noted your comment with regards of our property status, I am indeed very sorry we have not been able to meet your expectation during your recent stay with us; 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 have been ordered and are to be installed towards the end of 2012.

With regards of free internet, 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.

However, we appreciate your honest and constructive feedback and this will go a long way to improve our standards and service delivery to our guests.

We place great value on your custom, and your continued relationship with Hilton and look forward to welcoming you back to the Hilton Nairobi 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.

Yours sincerely,


MARTIN VOSKAMP I General Manager