If this Nairobi hotel represents Hilton standards, then I am afraid that the chain is in real trouble. I have stayed in better 15 dollar a night motels on road trips in Latin America, than this so called Hilton property. The rooms are really old, frayed, ill maintained and quite small; definitely not worth the nearly USD 250 which I paid. The towels in the bathroom had a greyish hue of a lot of washing cycles, instead of the normal white color of newer towels. The room had a peculiar odor and the WC was really old and ill maintained, the bathroom floor had not been cleaned properly. On top of every other problem even the television was not functioning.
Hilton will have to make an extra special effort to win back my confidence as a customer, after having subjected me to this hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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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 guest's expectations.
We have noted your comment with regards to physical status of our facility, I am indeed very sorry we have not been able to meet your expectation during your resent stay with us, but I am 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. As of cleanliness and discoloured towels, I have shared the information with our executive housekeeper to review the situation and take corrective measures.
We have also noted your comment with regards of peculiar odour in the room, I wish to explain that as our windows cannot be opened, musty smell is experienced occasionally if the room has not been aired properly; My apologies for the room not having been aired properly, I have discussed this with the executive housekeeper to address with her team. We do use a special air fresher machine for this, but it seems we omitted this for your room.
As a goodwill gesture and to demonstrate our commitment to customer satisfaction, I would like to offer you a free upgrade to our Executive Floor, upon availability in case you change your mind to stay with us in future.
Although we have not been able to meet your expectation, we place great value on your custom, and your continued relationship with Hilton and I sincerely hope you will give us another opportunity 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.