My husband and I stayed at the Hilton Nairobi for one night as a place to catch a couple of hours of sleep prior to heading to the Masai Mara early the following morning. We received a warm reception and were upgraded to a junior suite with access to the lounge. The hotel as a whole is in need of refurbishment which in some aspects probably make the hotel seem dirtier than it actually is.
Our room was dark and dingy. The bed needed replacing. I found hairs on the shower rug, in the shower, and around the toilet. I refused to walk around the room without shoes on. Had I not been completely exhausted from over 24 hours of travel, I probably would not have slept because I felt so uncomfortable in the room.
The room was also warm and humid even though the A/C was running.
I remember getting out of the shower and telling my husband, "Well, the good news is that I'm clean. The bad news is that I still feel dirty." I think that probably sums it all up.
The breakfast buffet in the restaurant was excellent! A very large selection of cold and hot food along with a cook making custom omelettes.
The lounge was a distaster. No food and one bottle of Coke in the fridge.
Note: A taxi from NBO to the Hilton was 1500 through Jimcab (booked online via email). The driver was at NBO waiting for us, however, we booked Jimcab for a second journey from Wilson airport to NBO and the driver never showed, so I wouldn't necessarily recommend Jimbab.
A taxi from the Hilton to Wilson airport was 1200 (we hopped in one taxis in the taxi rank outside the Hilton. Be sure to agree on a price upfront as there are no meters in the taxis in Nairobi (that I've seen)! I'm sure our driver could have been talked down to 1000 but we simply didn't have the energy to barter.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 23, 2013
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We thank you for choosing Hilton Nairobi as accommodation of choice while in Nairobi and thank you for taking the time to share your value feedback with us. It is 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 all around. I have had the pleasure to share your appreciation with the team.
We are also grateful to see that the small things that have been replaced in our rooms have made a great difference and makes you feel at home away from home.
Further, we note your comment with regards of the waiting time for elevators; I wish to explain that currently, we are undertaking lift upgrade and replacement program. We do indeed experience some rare delays during heavy traffic times which we regret to see you have experienced. Please do accept my sincere apologies for this, but we are confident that with all 3 lifts in place the above mentioned inconveniences will be over shortly. Moreover, I am pleased to advise 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.
As of the executive lounge menu rotation, I have shared your comment with our executive chef and food and beverage manager for review.
Our esteemed guest, I regret to read that we did not fully meet your expectation. As our promise to our guests is to ‘make it right and ensure customer satisfaction, kindly contact us directly prior to your next visit at the Hilton Nairobi.
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.