As a Silver Elite Hilton loyalty card holder, I booked this property for the most obvious reason. Like many of the TripAdvisor reviews, it was clearly a big mistake. The staff were excellent and very freindly and welcoming and the food wasn't bad but this did not make up, in anyway, for what I can only think was zero guestroom investment for the last 20-30 years - indeed, back to the '70's - and fpr what was paid for each nigh, EXCLUDING breakfast and any kind of meal, it was a great disappointment and very expensive. In the light of new hotels either in place (Eka, Ole Serena etc.) and others to come, (Radisson BLU), I can only think that the hotel had better close for a total refurbishment and quick ! In a very competitive market, this property is way, way behind and having stayed at the new Hilton at Heathrow T5 on the Sunday before flying, the two hotels are world's apart. The General Managers News letter in the room promised of new flat panel TV's for the rooms but this will, by no means, address the fundamental issues of decor that have been so sorely overlooked/bypassed over many years. Plumbing incredibly noisy, lift noise constant until late at night, no sound proofing from other guest rooms, furniture falling apart or absent (no drawer unit), curtains that barely closed, horrible yellowed hairdryer units, noisy mini-bar fan, slow internet speeds (which were also charged!), CRT TV's (portable size - which weren't even tuned properly), 12-15 year old bedside telephones, the list is endless. My taxi driver said that this was one of the oldest hotels in Nairobi, and, boy, did it look like it ! I won't be hurrying back until I know MAJOR works have been completed. An unhappy Hilton customer, indeed. :0(
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you very much for choosing to stay at the Hilton Nairobi. It was truly a pleasure to serve you.
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 their expectations.
We have noted your comment with regards of the status of our property. I am indeed very sorry we have not been able to meet your expectation during your recent stay with us, but I am also pleased to advise that we are in the process of a master plan renovation preparation, and the bulk of the issues raised are to be part of this. However, we highly appreciate your critical but constructive feedback and this will go along way to improve our standards and service delivery to our guests.
We also thank you and appreciate your positive comments about our team members’ hospitality and food quality. Believe me, it is comments 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; and although we did not meet your expectation, we look forward to welcoming you back to the Hilton Nairobi again, to prove to you that we always strive to satisfy all our guests staying with us 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
MARTIN VOSKAMP I General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.