We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Terrible Place” 2 of 5 stars
Review of Hilton Nairobi

Save Saved
You added Hilton Nairobi to your Saves list
Best prices for your stay
Enter dates for best prices
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Show Prices
Compare best prices from top travel sites
and 11 more sites!
Hilton Nairobi
4.0 of 5 Hotel   |   Mama Ngina St, Nairobi 00100, Kenya (Nairobi Central Business District)   |  
Hotel website
  |  
  |  
  |  
Hotel amenities
Special Offer
Summer Sale - From $123
Ranked #40 of 96 hotels in Nairobi
Buckingham, United Kingdom
Top Contributor
69 reviews 69 reviews
25 hotel reviews
Reviews in 22 cities Reviews in 22 cities
20 helpful votes 20 helpful votes
“Terrible Place”
2 of 5 stars Reviewed May 29, 2013

Needs a major renovation. The staff are incompetent at best. My safe kept getting locked and not opening. Needed to change rooms thrice. No apologies. Food was horrible. The bar looked worse. The crowd was even worse. The reception except one chap couldn't care less. The manager it seems is afraid of the staff and refuses to correct them when they are wrong. Tried double billing and claimed it was the computers fault. I mean come on, even by African standards where I have travelled extensively a 2 star motel offers better service.

  • Stayed November 2012, traveled on business
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes
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, June 7, 2013
Dear guest,
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 have noted your comment with regards of racial discrimination in our property and I am deeply sorry to hear that anything happened that suggested of the same while staying with us. I sincerely apologize that we have not been able to meet your expectation and take this opportunity to explain to you that this being a hospitality industry, we treat all our guests equally and with a lot of dignity across the board. However, I have shared your feedback with our team leaders to discuss and refresh all team members of our brand service standards and hospitality promise to all our guests.

With regards to the physical condition of the hotel, I wish to inform you that we are currently in the process of a master plan renovation preparation, that will see a complete make-over of the Hotel in time to come.
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 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.
Write a Review

595 people have reviewed this hotel

Traveler rating
    92
    180
    178
    94
    51
See reviews for
48
90
73
319
Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    3 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3 of 5 stars
  • Cleanliness
    3.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (97)
Date | Rating
  • Chinese (Simplified) first
  • Danish first
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Norwegian first
  • Portuguese first
  • Russian first
  • Spanish first
  • Swedish first
  • Turkish first
  • Any
English first
Contributor
13 reviews 13 reviews
6 hotel reviews
Reviews in 3 cities Reviews in 3 cities
2 helpful votes 2 helpful votes
3 of 5 stars Reviewed May 25, 2013 via mobile

Great disappointment. The staff to begin with, most that is, have no grasp of the concept of customer care. I am even inclined to think this place has some racial discrimination. I heard it n only believed it when I experienced it. Yeah n al the other noticeable stuff culminating to an old, run down hotel. The only thing I liked about my stay there was the company. The Hilton nairobi needs a great deal of work!

  • Stayed May 2013
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes
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, June 7, 2013
Dear guest,
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 have noted your comment with regards of racial discrimination in our property and I am deeply sorry to hear that anything happened that suggested of the same while staying with us. I sincerely apologize that we have not been able to meet your expectation and take this opportunity to explain to you that this being a hospitality industry, we treat all our guests equally and with a lot of dignity across the board. However, I have shared your feedback with our team leaders to discuss and refresh all team members of our brand service standards and hospitality promise to all our guests.

With regards to the physical condition of the hotel, I wish to inform you that we are currently in the process of a master plan renovation preparation, that will see a complete make-over of the Hotel in time to come.
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 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.
London, United Kingdom
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
4 of 5 stars Reviewed May 21, 2013

The hotel was within a short taxi ride from Jomo Kenyatta airport. It was clean, the staff were pleasant and very helpful. I was on the 8th floor and the view from the hotel window was spectacular in the heart of the business district/centre of Nairobi,very close to the main offices like UN, etc

  • Stayed May 2013, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 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
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, May 28, 2013
Dear Guest,

We place great value on your custom, and your continued relationship with Hilton and 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 taken pride in ensuring that our guests have the feeling of it being a home away from home.

With pleasure we read your compliments and truly appreciate the good comments you make about our team members hospitality and facility’s cleanliness. We are glad to note that you were satisfied with your overall experience and as well liked the facility’s proximity to main offices within the business district. Believe me, it is comments such as yours that make all efforts truly worthwhile.

We hope to get the opportunity to welcome 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 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.
Cairo, Egypt
1 review
3 of 5 stars Reviewed May 21, 2013

The service is good and staff friendly but the hotel needs refurbishment, especially the bathrooms. Food is also not great. Location is fantastic, especially for business. Cost of rooms is reasonable but food is very exoensive. Overall, hotel is OK

  • Stayed May 2013, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service

Review collected in partnership with Hilton Hotels & Resorts

Was this review helpful? Yes
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, May 28, 2013
Dear guest,

Your continued patronage and comments are a vital part of our growth, for which we are most grateful and 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 have noted your comment with regards of our facility’s condition especially bathrooms and 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.

In regards to the our food not being great, I am sincerely sorry that we have not been able to meet your expectations during your recent stay with us. I have shared your feedback with our executive chef and food and beverage manager and corrective measures are currently being worked on.

We appreciate your good comment about our service and team members’ outstanding hospitality and are happy to see you liked the location.
On behalf of the Hilton Nairobi team, I wish to thank you for your honest feedback and this will go a long way to improve our standards and service delivery to our guests.

We are looking forward to welcome 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.
Oakland, United States
1 review
1 of 5 stars Reviewed May 16, 2013

The hotel is very dated, smells funny, and has terrible internet access. The internet is extremely flaky and very expensive (about $25 per day). The breakfast is tasty but not a good value ($15 for a continental breakfast). The rooms are small and dated as well.

  • Stayed May 2013, traveled on business
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service

Review collected in partnership with Hilton Hotels & Resorts

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cape Town, South Africa
1 review
2 helpful votes 2 helpful votes
1 of 5 stars Reviewed May 13, 2013

Never use the HIlton Nairobi - Kenya. They charge you US$320.00 - standard room - for a old hotel with zero free facilities (no wi-fi, no breakfast, no transfer) I have stayed there twice and will never return. Not even drive past the hotel in case i get charged for that too. Bye bye Hilton Nairobi

  • Stayed May 2013, traveled on business
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service

Review collected in partnership with Hilton Hotels & Resorts

Was this review helpful? Yes 2
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, May 17, 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 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. However, you being a repeat guest, we value your loyalty, and as our promise to our guests is to make it right and ensure maximum comfort and satisfaction; I personally would wish to meet you during your next visit to Nairobi to actually discuss on this matter.

As of our physical status of our property, 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.

Our esteemed guest, although we have not been able to meet your expectation, 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,

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.
Nairobi, Kenya
1 review
5 of 5 stars Reviewed May 12, 2013

I was very good to stay in this hotel. The staff takes well care of you and is very friendly. Rooms are clean, the bath room needs attention. The food is good and well prepared. Personally I think this is a good hotel to stay in when in Kenya Nairobi you are in the business center and close to all businesses. The shuttle service is excellent and drivers are very friendly.

  • Stayed May 2013, traveled on business
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service

Review collected in partnership with Hilton Hotels & Resorts

Was this review helpful? Yes
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, May 17, 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 your compliments about the outstanding hospitality of our team members, room cleanliness and excellent shuttle service during your recent stay with us. Believe me, it is comments such as yours that make all efforts, at Hilton Nairobi, 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,

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.

Been to Hilton Nairobi? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Hilton Nairobi

Address: Mama Ngina St, Nairobi 00100, Kenya
Phone Number:
Location: Kenya > Nairobi > Nairobi Central Business District
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#21 Luxury Hotel in Nairobi
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Hilton Nairobi 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 
Reservation Options:
TripAdvisor is proud to partner with Expedia, Travelocity, Booking.com, Orbitz, Hilton EMEA, Hotels.com, Priceline, Tingo, Cheap Tickets, BookingOdigeoWL, Agoda, Otel and Venere so you can book your Hilton Nairobi reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
Also Known As:
Hilton Nairobi Hotel Nairobi
Hilton International Nairobi
Nairobi Hilton International

Owners: What's your side of the story?

If you own or manage Hilton Nairobi, register now for free tools to enhance your listing, attract new reviews, and respond to reviewers.