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A reasonable but very central City Hotel - Hilton Nairobi

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Hilton Nairobi: Traveler Reviews

4.0 of 5
Mama Ngina St, Nairobi 00100, Kenya (Nairobi Central Business District)
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Hilton Nairobi
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Ranked #27 of 80 hotels in Nairobi
3.5 of 5 stars 341 Reviews
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341 reviews from our community

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Traveler rating
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London
Top Contributor
53 reviews 53 reviews
31 hotel reviews
Reviews in 23 cities Reviews in 23 cities
24 helpful votes 24 helpful votes
“A reasonable but very central City Hotel”
3 of 5 stars Reviewed February 16, 2013

The Nairobi Hilton is right in the centre of town. There are the normal blocks which ensure you do not escape! There is one main restaurant (buffet style) which is good for breakfast but average for dinner. The bar lacks atmosphere and is frequented by ladies seeking work. The rooms are a little dated and could do with an upgrade. There is not outside space but the staff are helpful and can arrange things for you. I have had problems with taxi bookings here - taxis booked not being booked causing difficulties.

The City is not a place to walk around and certainly not alone. You do need to take care and this hotel is very central. however it is a reasonable standard and for a couple of nights I am sure you will find it OK, but little more.

Room Tip: The executive rooms are much larger and better decorated that the "de luxe" rooms which ar...
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  • Stayed January 2013, traveled on business
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
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Ask London_Flyer about Hilton Nairobi
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
February 21, 2013
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 to the presence of ladies at our Jockey bar, we concur with you that they exist and we do try to limit the same as much as possible, but being in hospitality industry where we are meant to serve all our guests with dignity and uphold their privacy across the board, we cannot be very quick to judge. However, when they behave in such a manner that causes disturbance to other guests, action is taken promptly, and at times we have them escorted off the premises by our security team.
As 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, 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 already been installed.
Nevertheless, we appreciate the fine compliments you make about helpfulness of our team members and we are glad to know that you enjoyed breakfast. Believe me, it is comments such as yours that make all efforts truly worthwhile.
With regards to safety while walking around the city, like other cities in the world 100% security is not guaranteed, however we advice our guests to walk with caution and guide them on areas to walk or use a taxi where necessary.
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
Yours sincerely,

MANUELA BRODE

Director of Operations
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Houston, Texas
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
“Internet RipOff!”
2 of 5 stars Reviewed February 9, 2013

OK hotel with small-ish rooms, but over $20 per day for internet use - per device, that is!!

Paid $90 per night for an upgrade but all we got was access to breakfast and snacks at the club lounge - no room change and still no internet included.

Would not stay here again. The Fairview Resort is much nicer, fairly close and has free internet too!

Room Tip: don't buy the upgrade!
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  • Stayed February 2013, traveled on business
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
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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
February 13, 2013
Dear Guest,

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 of the size of the room, 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.

With regard of internet cost, I would like to advise, that apart from it 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. We do however have a so called Business Plus Package, where apart from an upgrade to a next level room type, unlimited internet access is included in the room rate with a small surcharge.

We have also noted your comment that you paid for upgrade but you got only access to breakfast and snacks at the executive lounge and no room change. I am sincerely very sorry for we have not been able to meet your expectation during your recent stay; I kindly request you to contact us directly with your full details to enable us investigate and give you a comprehensive feedback on the matter.

We appreciate your honest feedback and this will go a long way to improve our standards and service delivery to our guests.
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.

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
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“Business trip to Nairobi - stayed at Hilton”
2 of 5 stars Reviewed February 3, 2013

I paid 313 dollars for a small unfurbished room without access to breakfast or internet... Make your own conclusion. The location of the hotel is excellent but then again there are other hotels nearby too.

  • Stayed January 2013, traveled on business
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Ask Marko V about Hilton Nairobi
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
February 6, 2013
Dear Guest,

It has been a pleasure hosting you at the Hilton Nairobi. We greatly appreciate any comments made by our guests and constantly strive to achieve the highest quality standards. 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 guest's expectations.

We have noted your comment with regards of the physical status of our property comparing to the value, and sincerely apologize for we have not been able to meet your expectation. However, I take the opportunity 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 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 already been installed and construction of new elevators is ongoing.

We have also noted that you liked the location and as well appreciate your feedback and this will go a long way to improve our standards and service delivery to our guests.

We 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,

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.
Fredericksburg, Virginia, United States
Senior Reviewer
6 reviews 6 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
“Very comfortable and the staff is wonderful”
5 of 5 stars Reviewed February 2, 2013

This is the nicest hotel in Nairobi's central business district. The rooms are quite comfortable, even though some past reviewers have said outdated. Still, they take very good care of you here and will make any arrangement for sightseeing or business that you need. The pool area is very relaxing and the restaurants are good. The room service is extraordinarily quick and the food quite good. But, mostly, it is the kindness, competence and friendliness of the staff that make this hotel such a nice place to stay -- particularly if you are staying in Nairobi for more than a few days. I would highly recommend the Hilton Nairobi.

Room Tip: Try for a higher floor where you can enjoy the views of the city, although even the rooms on the low...
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  • Stayed January 2013, traveled solo
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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See 2 more reviews by PTW_Virginia for Nairobi
Ask PTW_Virginia about Hilton Nairobi
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
February 4, 2013
Dear Guest,

We thank you for taking the time to share your value 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.

We are glad to note that you were very satisfied with your overall experience and sincerely appreciate the outstanding compliments you make about our team members friendliness and knowledge, the good food and quick service. 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. 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.
Riga, Latvia
Senior Reviewer
7 reviews 7 reviews
4 hotel reviews
Reviews in 5 cities Reviews in 5 cities
3 helpful votes 3 helpful votes
“Safe but expensive”
4 of 5 stars Reviewed January 30, 2013

We spent two nights at Hilton hotel in Nairobi. Overall one can feel safe here, but prices at restaurant are too high. Meanwhile breakfest buffet is nice. Rooms are clean and quite. Staff is friendly and helpful. Location is good as well.

  • Stayed January 2013, traveled with friends
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
Ask irbina about Hilton Nairobi
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
February 1, 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 have always taken pride in ensuring that our guests have the feeling of it being a home away from home.

We are glad to note that you were satisfied with your overall experience and sincerely appreciate the fine compliments you make about our team members hospitality, good breakfast and facilities. I am also glad to note that you liked the location. Believe me, it is comments such as yours that make all efforts truly worthwhile

As of the prices, although they may be high, these 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. However, we appreciate your 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.
 
 
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Additional Information about Hilton Nairobi

Also Known As:
Hilton Nairobi Hotel Nairobi
Hilton Nairobi Hotel
Hilton International Nairobi
Nairobi Hilton International
Nairobi Hilton
Address: Mama Ngina St, Nairobi 00100, Kenya
Phone Number:
Region: Kenya > Nairobi > Nairobi Central Business District
Amenities:
Bar/Lounge Business Center Fitness Center Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#15 Luxury Hotels in Nairobi
Price Range: $$$
Hotel Class:4 star (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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Hilton Nairobi
Mama Ngina St
Nairobi 00100
Kenya
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