Not too many choice for good hotel in Nairobi, so I booked the Hilton hotel which located at the city centre. I stayed at the Executive Room, the hotel looks old, very standard bed room and bath room, outdated furnitures and all seems need to be refurbished. A bit strange for the Hilton chain.
Not too many option for breakfast. No free internet facility, and you have to pay 1700 Kenyan Shilling or equal with 21 US dollar for 24 hours internet service, just to have a very bad and intermittent connection. The hotel staffs were friendly and helpful, although they are very slow. Overall for me, the hotel has very standard facilities, average in service and overpriced.
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. 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 about our physical status of our facility and furnishings, 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 regards 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 properties one pays a similar amount as you were charged at our hotel. We do appreciate your feedback and this will go a long way to improve our standards and service delivery to our guests.
As of internet cost 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. For intermittent connection, I am sincerely sorry for the inconvenience caused to you. I would like to explain that from time to time we do experience internet downtime from our provider, which we have no direct control over.
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.
With kind regards,
MANUELA BRODE I Director of Operations
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.