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 that during your recent stay you were disappointed that the pool was closed for maintenance. I am sorry for the inconvenience this might have caused you. However, I wish to explain that for the comfort of better service to our guests, this is an exercise we undertake every end of the year to ensure minimum interruption to our service. We do alert this on our website and we do provide an alternative swimming pool option with one of our colleague hotels; the hotels do assist each other in these sort of cases as we all go through the same routine. Again you have my sincerest apologies for the inconvenience.

With regards of internet charges internet charges, 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 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 Honors Gold and Diamond members, internet is fully complimentary.
We thank you and sincerely appreciate your positive comments about the comfort of our facilitys’ and good breakfast. I also note that you liked the location. 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 look forward to welcoming you back to the Hilton Nairobi and any of our Hilton Family of Hotels worldwide in the near future

With kind regards.


Yours sincerely,
MANUELA BRODE I Director of Operations