I have never had worse experience in a hotel! Staff is extremely impolite, to say the least. They were not capable of giving you the information about the exact price of the rooms, but it seemed that you have to bargain, just the same as in the street market.
Room was spacious, but the furniture was old. Internet was being charged 20 (!) dollars a day, and it was so poor that the only spot where I had the connection was right in front of the entrance door!!! When called for help in regards to internet, the technician arrived 2 hours later (during which I had to call the reception a couple of times, and was mostly put on hold or rudely told that they are working on it) and said that he can not do much. Awful experience, bad service, totally overrated! If you are not forced to - do not stay in this hotel... Had nothing to do with the Hilton name. Shame!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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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.
You have my sincerest apologies for we have not been able to meet your expectation during your recent stay with us. However, with regards to the attitude and job knowledge of our team members, is of great concern to us. I have shared this information with our front office manager to put corrective measures in place and ensure retraining of front office and service team on customer care.
As of the internet service, I regret to read that you had a problem with connectivity and it took too long to be rectified. Again I am sorry for the inconvenience caused to you. However, understanding your great difficulties with our connection and our promise to our guest is ‘to make it right’ I wish to offer you a free upgrade to the Executive Floor during your next stay with us at the Hilton Nairobi. Kindly contact me directly to prepare the arrangement accordingly.
We hope to get another opportunity to welcoming 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,
MANUELA BRODE I Director of Operations
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.