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

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

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,

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