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“Great staff” 4 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 #37 of 106 Hotels in Nairobi
Sydney, Australia
Top Contributor
138 reviews 138 reviews
43 hotel reviews
Reviews in 53 cities Reviews in 53 cities
69 helpful votes 69 helpful votes
“Great staff”
4 of 5 stars Reviewed January 11, 2013

Yes this hotel hasn't had a refurb in quite some time but it's in a great location and the staff are excellent. All the staff we encountered were super helpful and one gentlemen in particular, Henry, really went above and beyond the service levels that would be expected of him. I would stay here again because of the location and the high level of service.

  • Stayed January 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 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.
Manuela B, Manager at Hilton Nairobi, responded to this review, January 14, 2013
Dear Guest,

We thank you for taking the time to share your valuable feedback with us. Hilton has always taken pride in ensuring that our guests have the feeling of it being a home away from home.

We are very glad to note that you were happy and satisfied with your overall experience and as well appreciate the good comment you make about the location and hospitality of our team members, Henry in particular during your recent visit to us. We truly appreciate your fine comments and I have shared your feedback with the team respectively. Believe me, it is comments such as yours that make all efforts truly worthwhile.

Regarding of the condition of our facility, 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.

The Hilton team places great value on your custom and we look forward to welcoming you back to the Hilton Nairobi and any of our Hilton Family of Hotels worldwide in the near future.


On behalf of the entire Hilton Nairobi team, may I take this opportunity to wish you and your family happy and a prosperous 2013.

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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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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663 reviews from our community

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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
Traveler tips help you choose the right room.   Room tips (118)
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Perth, Australia
Senior Contributor
21 reviews 21 reviews
12 hotel reviews
Reviews in 13 cities Reviews in 13 cities
17 helpful votes 17 helpful votes
3 of 5 stars Reviewed January 9, 2013 via mobile

We brought a room off big Henry con artist tour man of the century at Nairobi airport as we had a spare night before our tour started and want to stay in the city.

We were thinking o the crown plaza until He said he could do us a great deal at the Hilton right in upper Nairobi (the deal also included a 120% mark up commission for him we later found out)

We thought the Hilton is pretty standard it will be nice regardless. He'll weren't we infor a treat when we got there. I wouldn't even pay $100 buck to stay here I'd honestly rather pay $30 and sleep at a back packs cas that's at least value for money. (And I don't back pack) this placebos so dated and dingy. The groute in the bath room is black, curtains have moulde, the beds about to break, it looked like we walked into a 60's horror /seedy porn movie.

We went to check out straight away lucky mouses the manager was in reception after explaining our story he was very accommodating and up graded us to an executive suite which ahhhh yeah it was better but not by much. But it meant we didn't have to move.

Mouses was amazing such a tribute to this hell whole hotel he really would benefit at a more up market.

Breakfast was also good b

  • Stayed January 2013
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 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.
Manuela B, Manager at Hilton Nairobi, responded to this review, January 11, 2013
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 taken pride in ensuring that our guests have the feeling of it being a home away from home.

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’.

As of the status of the facility, I am indeed very sorry for we have not been able to meet your expectation during your recent stay with us. However, I am pleased to advise that we are in the progress of a master plan renovation preparation, and the bulk of the issues raised are to be part of this. Nevertheless, we appreciate your feedback and this will go along way to improve our standards and service delivery to our guests.

We sincerely appreciate the fine compliments you make about the hospitality of our team and good breakfast; I have gladly shared this with our management and teams. I am also glad to note that you were upgraded to an executive suite which was more comfortable for you. In regards to the rate offered by the Travel Agent, we regret to see that you felt overcharged and shall certainly inform them about your feedback and dissatisfaction.
Although we have not been able to meet your expectation, I sincerely hope you will give us another opportunity to welcome you back to the Hilton Nairobi again or any of our Hilton Family of Hotels worldwide in the near future. On behalf of the Hilton Nairobi team, may I take this opportunity to wish you and your family a happy and prosperous 2013.

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

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.
Reading, United Kingdom
Senior Contributor
28 reviews 28 reviews
19 hotel reviews
Reviews in 22 cities Reviews in 22 cities
13 helpful votes 13 helpful votes
1 of 5 stars Reviewed January 6, 2013

There are a number of quality, world class hotels in Nairobi. Unfortunately, the Hilton isn't one of them.

Stayed 4 nights in Jan 2013. Alarm bells should have run when the check-in agent tried to upsell me from my prepaid room to the 'executive' floor. They wanted an extra $130 per night, however, so I declined.

To describe the rooms in this hotel as tired would be too kind. The decor is incredibly worn and dated. It is no exaggeration that this hotel should probably have been renovated 10-20 years ago. The rooms feel straight out of the seventies.

I also made the mistake of having breakfast in the hotel on the first morning, The food was nothing special but I just about fainted when I was presented with a bill for KSHS 2,400 for a single breakfast. What a total rip-off! i'd recommend guests check out the Nairobi Java House a couple of blocks along the street where an excellent breakfast can be had for half that.

Don't be tempted to drown your sorrows in the bar either - unless you want to be fleeced KSHS 400 for a beer. To put this in context - there are bars in Nairobi that charge KSHS 120 or less for the same beer.

I am truly shocked that a respected worldwide brand like Hilton are prepared to accept the damage a terrible hotel like this does to their brand. They should either force the operators to renovate the hotel or withdraw their name from it.

In summary - don't stay here.

  • Stayed January 2013, traveled on business
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 1 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, Manager at Hilton Nairobi, responded to this review, January 7, 2013
Dear Guest,

We thank you for taking the time to share your valuable feedback with us; It was truly a pleasure to serve you. 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, I am indeed very sorry we have not been able to meet your expectation during your recent stay with us. 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.

We have also noted your comment with regards of room rates and food and beverage 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.

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.
Copenhagen, Denmark
Top Contributor
53 reviews 53 reviews
10 hotel reviews
Reviews in 26 cities Reviews in 26 cities
29 helpful votes 29 helpful votes
4 of 5 stars Reviewed January 4, 2013

Well, having first stayed in the hotel back 10 years ago, I'll state that it looks pretty much the same as it always did. The Lobby still looks clean and neat, and the service is still kind and attentive.

The rooms are looking older and more worn though, and (we stayed here two different times in one trip) of the two different rooms we were given, the first one was a little musty smelling. We paid for an upgrade the second part of our stay, and the executive floor rooms were far nicer overall.

Its a good safe spot to stay in, in the centre of Nairobi, and it suited our needs perfectly. I'll stay here again in future, despite it not being "perfect" any longer.

Room Tip: Its a round building - select east or west, depending on whether you'll want morning light or no...
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  • Stayed December 2012, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 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.
Manuela B, Manager at Hilton Nairobi, responded to this review, January 7, 2013
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 are very glad to note the good comments regarding our lobby appearance, the kind and attentive service, safety as well as perfect location. Believe me, it is comments such as yours that make all efforts truly worthwhile.

We have also noted your comment with regards of the condition of our facility, I am indeed very sorry we have not been able to meet your expectation during your recent stay with us. 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.

Your continued patronage and comments are a vital part of our growth, for which we are most grateful. Therefore we very much look forward to welcoming you back to the Hilton Nairobi and any of our Hilton Family of Hotels worldwide in the near future again.

In the meantime, if I can be of any further assistance to you, please do not hesitate to contact me at any time.

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.
Villars-sur-Ollon, Switzerland
Contributor
19 reviews 19 reviews
7 hotel reviews
Reviews in 5 cities Reviews in 5 cities
8 helpful votes 8 helpful votes
1 of 5 stars Reviewed December 28, 2012

Hidden costs (not mentioned in any publicity materials when booking, not even in small print!) included $75 for taking guests beyond the entrance lobby after 8pm. Shocking to be told this in front of my guest, who ended up feeling totally unwelcome. Furniture falling apart. I got hurt by a sliding wardrobe door that was already off its runners. Pool closed without prior warning prior to arrival transport to nearby intercontinental was provided... I will be taking it one way!

Room Tip: choose a different hotel!
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  • Stayed December 2012, traveled solo
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 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, Manager at Hilton Nairobi, responded to this review, January 2, 2013
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 to the costs that you were charged for taking an additional guest beyond the lobby entrance. I would like to explain that every non registered guest using the hotel facilities will be registered as requested by law and a small fee applies according to Hilton reservation systems. You have my profound apologies that this information has not been passed on to you in a discreet manner, prior to your guest arrivals and created an uncomfortable situation. Rest assured that corrective measure haven been implemented with Reception and Security team.

Regarding the sliding door that hurt you, I am indeed sorry for the harm this caused you and wish we would have been informed during your stay to take care of your health and assist you to rectify the situation immediately. I have shared your feedback with our Chief Engineer and Executive Housekeeper to ensure all rooms are well inspected to avoid such cases.

We have also noted your comment on pool closure without prior warning. I can indeed confirm that all guests were informed in advance before its closure via letters in the room and alert message placed on Hilton.com and our partner websites respectively. You have my apologies that you did not get the information on time and the inconviniences that this caused you. 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.

Your continued patronage and comments are a vital part of our growth, for which we are most grateful. Therefore we truly hope to get the opportunity to welcome you back to the Hilton Nairobi and any of our Hilton Family of Hotels worldwide in the near future again.

In the meantime, if I can be of any further assistance to you, please do not hesitate to contact me at any time.

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.
Covington, Louisiana
Top Contributor
77 reviews 77 reviews
19 hotel reviews
Reviews in 29 cities Reviews in 29 cities
55 helpful votes 55 helpful votes
2 of 5 stars Reviewed December 28, 2012

I travel a lot and i am a member of Hilton, SPG and Marriot Reward programs. The personnel in the front desk were very friendly and helpful. I checked in at 10 PM arriving from London. My room was over 20 years outdated, we had no light bulbs in hour night stands. The A/C worked intermittently. The bathroom was filthy and the shower was dirty. This is the worse hilton i have ever been in.

  • Stayed December 2012, traveled with family
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 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, Manager at Hilton Nairobi, responded to this review, January 2, 2013
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 are very glad to note the good comments regarding the hospitality of our front desk personnel during your recent visit to us and I have shared your feedback . Believe me, it is comments such as yours that make all efforts truly worthwhile.

We have also noted your comment with regards of the condition of our facility, I am indeed very sorry we have not been able to meet your expectation during your recent stay with us. 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. We have also shared your comments regarding the light bulbs , air conditioner and bathroom with the housekeeping and Engineering team to ensure that this does not happen in future. However, we appreciate your honest feedback and this will go a long way to improve our standards and service delivery to our guests’.

Your continued patronage and comments are a vital part of our growth, for which we are most grateful. Therefore we very much look forward to welcoming you back to the Hilton Nairobi and any of our Hilton Family of Hotels worldwide in the near future again.

In the meantime, if I can be of any further assistance to you, please do not hesitate to contact me at any time.

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.
Bujumbura, Burundi
Senior Reviewer
9 reviews 9 reviews
9 hotel reviews
Reviews in 5 cities Reviews in 5 cities
4 helpful votes 4 helpful votes
4 of 5 stars Reviewed December 28, 2012

This was my best ever check-in Nairobi.
After 2hours waiting at JKIA for my empty switcase, I headed to Nairobi Hilton, where I usually stayed, but without a booking this time. I was so tired and prayed all the way from JKIA to Hilton to have a room available.
I had one on 15floor plus the smile of David, the check-in agent on duty. The room was good and clean as usual. The breakfast was great as usual.

Room Tip: I love the room on the 15th floor
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  • Stayed December 2012, traveled solo
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 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.
Manuela B, Manager at Hilton Nairobi, responded to this review, December 31, 2012
Dear Guest,

We thank you for taking the time to share your valuable feedback with us. Hilton has always taken pride in ensuring that our guests have the feeling of it being a home away from home.

We are very glad to note that you were happy and satisfied with your overall experience and as well appreciate the good comment you make about the hospitality of our team members during your recent visit to us. I have shared your feedback with David respectively. Believe me, it is comments such as yours that make all efforts truly worthwhile.

The Hilton team places great value on your custom and we look forward to welcoming you back to the Hilton Nairobi and any of our Hilton Family of Hotels worldwide in the near future.
On behalf of the entire Hilton Nairobi team, may I take this opportunity to wish you and your family happy Season’s Greetings and a prosperous 2013.

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.
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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 ( WiFi ) 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*
Number of rooms: 287
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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