A real disappointment having stayed at this and other hiltons for some time. A frequent traveller to Kenya and other Africa destinations...this hotel was a nightmare. A mess up (theirs) over the booking coupled with a 'take it or leave it' attitude trying to turn a quoted and booked rate into the rack rate. Room given was noisy, grubby, bathroom was falling to bits and room was tiny and whoever next door slamming the doors into the early hours. Last time I'll be staying here for a while...Ole Sereni or Sankara for me...and if in town, will revert to the Intercon...all cheaper, more convenient and, after this last experience, better quality. Compliment after this rant tho, their door staff/porters are a delight...a shame that the rest of the hotel doesn't live up to their bright welcome and helpful nature.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
We thank you for taking the time to share your valuable feedback with us. We greatly appreciate any comments made by our guests and constantly strive to achieve the highest quality standards.
We note with much regrets about your dissatisfaction and disappointment about your recent stay with us. You sincerely have my apologies for this inconvenience and I am deeply sorry that we have not been able to meet your expectation.
After looking into our records with the reservation office, we indeed confirmed that the mistake was done by us and I sincerely apologize for the inconvenience caused to you. To demonstrate our commitment to guest satisfaction, we already refunded the said amount for this stay which should be visible in your bank account shortly. Furthermore, we have put corrective measures in place to ensure this does not happen to you again or any other hotel guest in future.
Please accept my sincerest apologies for the manner in which you were treated by our team upon your arrival and please be assured that this was by no means the intention of the team. I do understand your frustration regarding our promise in regards to the upcoming master plan and we do acknowledge that the property is dated.
We thank you for your nice compliments about the helpfulness of the porters. Believe me, it is comments such as yours that make all efforts, at the Hilton Nairobi, truly worthwhile.
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.