This hotel is clearly not one of the newer ones in the Hilton franchise and it shows. The rooms are adequate and the staff try their best and are clearly very happy. The location is not great and if you get a road facing room the noise from the traffic is obtrusive at best. It appears to be next to the bus terminus where the only way to communicate with each other and other road users is by blaring on the horn. A day sleep, forget it.
Menu is limited and the internet is charged by the number of units connected not by room which they do not communicate until you check. The staff appear to have no authority to adjust your bill as a courtesy measure which is disappointing.
I wouldn't rush to go back as the rates are high and the location poor.
Get as high as you can and away from the road.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
June 12, 2013
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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 that it clearly shows that our property is not one of the newest, and the location is not great due to noise from outside, I am sincerely sorry and regret that we have not been able to meet your expectation during your recent stay with us. For the physical status, 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.
As of the internet charges, 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. As we understand the increased demand for internet accessibility, Hilton worldwide is currently reviewing all options for a customer friendly solution to support ease and cost friendly access.
Nevertheless, we appreciate your comment that our team members try their best and are clearly very happy. However, as our promise to our guests is to ensure maximum comfort and satisfaction, I regret to read about your dissatisfaction only after your departure and hope to get the chance of meeting you in person when you return back to Nairobi; rest assured we will make it right for you.
We thank you for your time to write and appreciate your valuable feedback and your continued relationship with Hilton and look forward to welcoming you back to the Hilton Nairobi and any of our Hilton Family of Hotels worldwide in the near future.
With kind regards,
MANUELA BRODE I Director of Operations
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.