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“Dated and overpriced” 2 of 5 stars
Review of Hilton Nairobi

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Hilton Nairobi
4.0 of 5 Hotel   |   Mama Ngina St, Nairobi 00100, Kenya (Nairobi Central Business District)   |  
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Ranked #40 of 102 hotels in Nairobi
Dubai, United Arab Emirates
Senior Contributor
33 reviews 33 reviews
13 hotel reviews
Reviews in 12 cities Reviews in 12 cities
43 helpful votes 43 helpful votes
“Dated and overpriced”
2 of 5 stars Reviewed November 21, 2012

Stayed at the Hilton two nights returning after 6 years. Not much had changed and I doubt any investments into improvements have been made at all during that time. The rooms are small, bed mattresses not very comfy. TVs are very old and small. Worst thing is the price which was horrid - nearly USD 300 per night - not good value at all. In the pool bar, service was slow and the food awful. All in all the last time I have stayed here. Would not recommend it.

  • Stayed November 2012, traveled on business
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manuela B, Director of Operations at Hilton Nairobi, responded to this review, November 26, 2012
Dear Guest,

We thank you for taking the time to share your valuable feedback with 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.

Unfortunately we have not been able to show this to you during your recent stay, as you indicated in the comment; my sincerest apologies for this; but we appreciate your critical and honest feedback and this will go a long way to improve our standards and service delivery to our guests’.

We have noted your comment with regards of the condition of our facility compared to the pricing, I wish to explain that our prices are at par with all other five star hotels within the city, only at independent, small local restaurants are the prices indeed a lot less, but at comparable, safe international restaurants one pays a similar amount as you were charged at our hotel. 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 and the bulk of the issues raised are to be part of this. Flat screen televisions will however be installed before the end of 2012.

As of slow service at the pool bar and awful food, I am indeed very sorry we have not been able to meet your expectation during your recent stay with us; however, I have shared this information with our food and beverage manager and the executive chef to take corrective measures.

Although we have not been able to meet your expectation, I sincerely hope you will give us another chance to welcome 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.

Yours sincerely

MANUELA BRODE I Director of Operations
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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    3 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3 of 5 stars
  • Cleanliness
    3.5 of 5 stars
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Brighton, United Kingdom
Top Contributor
62 reviews 62 reviews
27 hotel reviews
Reviews in 34 cities Reviews in 34 cities
22 helpful votes 22 helpful votes
2 of 5 stars Reviewed November 17, 2012

I spent two days in both the Hilton and Intercontinental in Nairobi and visited the Serena and would recommend the Intercontinental and Serena over the Hilton. The Hilton has dreadful rooms, they probably have not been upgraded since the 1970's. The restaurant is like a motorway service station and in general I found the staff unmotivated and not classic Kenyan friendly. Dont stay here when the other options are in the same area and at the same price!

  • Stayed November 2012, traveled on business
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manuela B, Director of Operations at Hilton Nairobi, responded to this review, November 20, 2012
Dear Guest,

We thank you for taking the time to share your valuable feedback with us. Our main aim being guest satisfaction and quality delivery, we do take our guests and their well being very seriously and have always taken pride in ensuring that our guests have the feeling of it being a home away from home.

We have noted your comment with regards of the physical status of our rooms, I am indeed very sorry for we 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.

As of our staff being unmotivated and not friendly, this comes as a bit of a surprise as usually we do receive very good comments about our team members friendliness and outstanding hospitality as we can see on the so called SALT questionnaires we receive daily as well as trip advisor comments.

However, we appreciate your honest and constructive feedback and this will assist us in improving our standards and service delivery to our guests.

Although we have not been able to meet your expectation, I sincerely hope you will give us another chance to welcome 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.

Yours sincerely

MANUELA BRODE I Director of Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Winchester, United Kingdom
Senior Contributor
24 reviews 24 reviews
24 hotel reviews
Reviews in 12 cities Reviews in 12 cities
24 helpful votes 24 helpful votes
3 of 5 stars Reviewed November 12, 2012

I spent three nights at this hotel and was mildly disappointed. I had a room on the pool deck, backing onto the Nairobi central bus station which was noisy. The standard of my room was well off the mark, it needed a long over due 'sprucing up' or re-decorating. Scuffed and stained walls, tatty curtains, damaged woodwork and doors. this may have changed since my stay. Bedding was clean and aircon was good, the bathroom was not impressive. In room WIFI was okay. The lobby and reception area were palatial and check staff were polite and reasonably efficient. The pool area is too small and cramped.

Room Tip: avoid the pool deck rooms due to noise from the bus station.
See more room tips
  • Stayed December 2011, traveled on business
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
martin v, General Manager at Hilton Nairobi, responded to this review, November 14, 2012
Dear Guest,

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. As of the noise, we are sincerely sorry for the discomfort and inconvenience caused to you.

We also thank you and appreciate your positive comments about our team members’ hospitality and some of the room facilities that you liked. Believe me, it is comments such as yours that make all efforts truly worthwhile.

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.

Yours sincerely,

MARTIN VOSKAMP I General Manager,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Contributor
12 reviews 12 reviews
11 hotel reviews
Reviews in 8 cities Reviews in 8 cities
4 helpful votes 4 helpful votes
4 of 5 stars Reviewed November 12, 2012 via mobile

It is a safe hotel in the center of everything. The staff is very friendly and helpful. Rooms are clean and comfortable. I think breakfast was poor for a hilton but its ok.
I didnt try the clubs because there is a very funny life outside in nairobi

  • Stayed November 2012
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
martin v, General Manager at Hilton Nairobi, responded to this review, November 14, 2012
Dear Guest,

We thank you for taking the time to share your valuable feedback with us. 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 to the quality of our breakfast, this comes as a bit of a surprise as usually we do receive good comments about our food as we can see from the so called SALT questionnaires we receive daily from other hotel guests, but I have discussed with our executive chef and food and beverage manager to review. However, we appreciate your honest feedback for this will go a long way to improve our standards and service delivery to our guests.

We also appreciate and thank you for the fine compliment you make about our team members hospitality, safety within the property, cleanliness and comfort in our room. Believe me, it is comments such as yours that make all efforts truly worthwhile.

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
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Nuneaton
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
1 helpful vote 1 helpful vote
2 of 5 stars Reviewed November 9, 2012

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(

  • Stayed November 2012, traveled on business
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
martin v, General Manager at Hilton Nairobi, responded to this review, November 12, 2012
Dear Guest,

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

Yours sincerely,


MARTIN VOSKAMP I General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London
Senior Reviewer
6 reviews 6 reviews
5 hotel reviews
Reviews in 5 cities Reviews in 5 cities
20 helpful votes 20 helpful votes
2 of 5 stars Reviewed November 8, 2012

I've lived across East Africa for a few years, so when work moved me to Kenya I decided to treat my girlfriend and I by staying in the Hilton while we get set up....what a mistake!

It certainly hasn't changed since the 70's (similar to Addis Ababa Hilton) at over $270 our room was pretty basic. Noisy traffic outside, and smelled of ash.

Restaurant - trying to be classic safari, looks more like Disney Safari! Food terrible, over priced and over cooked. Service took forever

Stay elsewhere

  • Stayed November 2012
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
martin v, General Manager at Hilton Nairobi, responded to this review, November 9, 2012
We thank you for taking the time to share your valuable feedback with us. 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.

Unfortunately we have not been able to show this to you during your recent stay, as you indicated in the comment; my sincerest apologies for this. However, regarding the physical status of our facility compared to the price, I wish to explain that our prices are at par with all other five star hotels within the city. I am also 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.

As of the ash smell, it would be great to know the room number you stayed in. As Tripadvisor is anonymous, all I can do is guess that the room had not been aired properly or you were allocated a smoking room. Please accept our apologies for this, and I have discussed this with the Executive Housekeeper to address with her team.

With regards of our food quality and services, this comes as a bit of a surprise as usually we do receive good comments about this as we can see on the so called SALT questionnaires we receive daily. Likewise about the feel of the restaurant, although this of course is a personal matter. I have however discussed the raised issues with our executive chef and food and beverage manager to review, and we appreciate your honest feedback; this will go a long way to improve our standards and service delivery to our guests.

Although we have not been able to meet your expectation, I sincerely hope you will give us another chance to welcome 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.

Yours sincerely,

MARTIN VOSKAMP I General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Tolyatti, Russia
Top Contributor
108 reviews 108 reviews
51 hotel reviews
Reviews in 45 cities Reviews in 45 cities
70 helpful votes 70 helpful votes
3 of 5 stars Reviewed November 7, 2012

this is really an old hilton hotel, quite similar to hilton addis. much needed for a facelift to maintain the reputation for hilton international chain branding. rooms are really old hence not a comfortable feeling. internet is chargable hence a negative point for a business traveller. not much plus points hence would recommend better hotels especially located at the westlakes.

  • Stayed December 2011, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
martin v, General Manager at Hilton Nairobi, responded to this review, November 8, 2012
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
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hilton Nairobi

Address: Mama Ngina St, Nairobi 00100, Kenya
Phone Number:
Location: Kenya > Nairobi > Nairobi Central Business District
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( Wi-Fi ) Free Parking Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#23 Luxury Hotel in Nairobi
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Hilton Nairobi 4*
Official Description (provided by the hotel):
In the city's heart, the Hilton Nairobi hotel is next to the craft market and 25 minutes' drive from Jomo Kenyatta International Airport. Enjoy global dishes at the Traveller's Restaurant, try fine Italian cuisine at Sale E Pepe Restaurant or have a pint at the Hilton Nairobi hotel's Jockey Pub. ... more   less 
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Also Known As:
Hilton Nairobi Hotel Nairobi
Hilton International Nairobi
Nairobi Hilton International

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