A shame to the Hilton family! one elevator in 4 working, exposed electrical wires in the steam room, forgotten pick up at the airport. Rude bar staff (asked us to move during a business meeting, even when I told them we were finishing up, they made us all move anyway!) Noisy air-conditioner in room, food trays from room service left in corridor (5 outside my room for the entire day) front desk staff that would not call the manager as they feared getting in trouble. Old hotel that should have been refurbished 10 yrs ago. A real shame to the Hilton family.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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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.
Unfortunately we have not been able to meet your expectation during your recent stay, as you indicated your comments; my sincerest apologies for this. However, as of the physical state of the facility, 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.
With regards of only one elevator working, we regret to note that you experienced a delay with our elevator service. Currently we are undertaking a lift upgrade and replacement program, and indeed we are experiencing some rare delays and malfunctioning of the working lifts during high traffic times. Please do accept my sincere apologies for this, but we are confident that with all lifts in place the above mentioned inconveniences will be over shortly.
We further note your comments with regards of the team members attitude and maintenance issues. I have reviewed the comment with all the heads of departments and rest assured corrective measures have been put in place. Nevertheless, we appreciate your critical and honest feedback and this will go a long way to improve our standards and service delivery to our guests.
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 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.