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.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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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.
MANUELA BRODE I Director of Operations
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.