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“World Class Service in a 3rd World Country - WELL DONE!!!” 5 of 5 stars
Review of Nairobi Serena Hotel

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Nairobi Serena Hotel
5.0 of 5 Hotel   |   Kenyatta Avenue/Processional Way | P.O. Box 46302, Nairobi GPO, Kenya   |  
Hotel amenities
Ranked #3 of 91 hotels in Nairobi
BURNHAM, SLOUGH
Senior Contributor
24 reviews 24 reviews
18 hotel reviews
Reviews in 21 cities Reviews in 21 cities
42 helpful votes 42 helpful votes
“World Class Service in a 3rd World Country - WELL DONE!!!”
5 of 5 stars Reviewed July 16, 2011

On our way to our safari expedition at Governor’s camp in the Masai Mara in Kenya, Kuoni our travel agents advised that we should stay one night in Nairobi to rest prior to our journey onwards. They booked the Nairobi Serena Hotel. I was very dubious and skeptical about what the hotel in Kenya (a third world country) would be like. Questions in my mind were, would the water be safe? Is there bottled water? Would the rooms and bathrooms be clean? Would the sheets be clean to the level we are used to in five star hotels in the West? Boy was I a fool.

We got to the hotel by about 8 am having come off a very tiring 9 hour flight from Heathrow to Nairobi. A minibus from the “Private Safaris” – part of Kuoni. picked us up and took us to the hotel. As we were there early, we were taken to the lounge in the hotel by the Kuoni rep who very quickly arranged for us to be taken to our rooms as soon as they were made ready. During our wait for the rooms, my wife and I decided to search for breakfast which was taking place in the Maghreb Restaurant by the pool side. Breakfast was a very nice affair, with fruit, fresh pancakes made by a chef in front of you, eggs and anything else you would expect. Breakfast cost about £15.00 each as we hadn’t yet checked in and stayed a night. By the time we had eaten our fill we were told our rooms were ready and we went straight up, not forgetting to tip the porter who took our luggage.

The room was amazing, exceptionally clean. The bed was huge and very comfortable and we had a beautiful marble bathroom with Penhaligon toiletries. Waking up refreshed, my wife and decided to try out the Serena Maisha Spa which in my opinion was excellent, from the cold sugary tea at the start to the excellent 90 minute full body massage I received from Esther was much better than any I have received all over the world. During the evening my wife and I chose to dine in the fine dining restaurant at the hotel called the Mandhari restaurant. It was indeed a lavish affair. Sitting here you would never ever know your were in the middle of a third world country. The restaurant’s main head chef is celebrity chef Edouard Loubet and he has two Michelin stars. The food was excellent and being muslims we were grateful to learn that all meat served in the hotel is halal.

All in all our stay was so good we decided to stay an extra two nights at the end of our safari and beach trip. So we returned! This time another excellent room, an upgrade to an executive room which was bigger and had fresh fruit in the room also. We again returned to the Spa and also tried out the food at the pool bar, my chicken pie was lovely. By the pool side there is also a dessert café which is not well advertised but a must to try!!

I cannot recommend this hotel highly enough. I was treated like a member of the family and in a large hotel, that is what I called World Class Service! Well Done Serena Nairobi!

Room Tip: Ask for an upgrade and dont be scared Kenyans love upfront funny people, just like they are!
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  • Stayed June 2011, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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New York City, New York
Senior Contributor
24 reviews 24 reviews
13 hotel reviews
Reviews in 13 cities Reviews in 13 cities
14 helpful votes 14 helpful votes
5 of 5 stars Reviewed July 12, 2011

I have stayed here for 3 days, and it was exactly the type of place that allowed me to do business effectively, as well as relax. Food was very good, and service was excellent. My definition of excellent service includes the experience that people love to serve you.

  • Stayed July 2011, traveled on business
    • 4 of 5 stars Value
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
NYC
Senior Contributor
22 reviews 22 reviews
21 hotel reviews
Reviews in 21 cities Reviews in 21 cities
26 helpful votes 26 helpful votes
5 of 5 stars Reviewed July 10, 2011

Was only at the hotel for 12 hours (after flying in late and heading for safari in the early morning). Very nice modern rooms. Free internet and the TV channels were international with alot of variety. The breakfast buffet was delicious

  • Stayed June 2011, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lexington, North Carolina
Top Contributor
68 reviews 68 reviews
34 hotel reviews
Reviews in 40 cities Reviews in 40 cities
126 helpful votes 126 helpful votes
5 of 5 stars Reviewed July 9, 2011

We spent two nights in the Serena Nairobi at the start of a two week safari. After 36 hours of travel, we were delighted to find our bed turned down with slippers and robes ready. The bed and bedding were first rate. We were also pleased with the excellent selections of foods for each of the four meals we ate in the hotel. Security was excellent and the employees were all very pleasant and accommodating. We can recommend this hotel without reserve.

  • Stayed June 2011, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Johannesburg, South Africa
Senior Reviewer
6 reviews 6 reviews
5 hotel reviews
Reviews in 6 cities Reviews in 6 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed July 5, 2011 via mobile

Arrived to an amazingly delicious sea food buffet (Fridays) - can definitely recommend this for residents of Nairobi.

Room was comfortable with welcoming service. All round great hotel!

  • Stayed July 2011
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Leicester
1 review
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed July 5, 2011

We had an overnight stay on our honeymoon before flying out to Zanzibar and it was everything we needed after being on safari, the room we were given was one of the best hotel suites I have stayed in anywhere in the world and I would let everyone know that if they were planning a trip to Kenya that involved a stay in Nairobi - even if it was just for one night - then make sure its at the Serena.

  • Stayed June 2011, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The Netherlands
Contributor
19 reviews 19 reviews
10 hotel reviews
Reviews in 13 cities Reviews in 13 cities
10 helpful votes 10 helpful votes
5 of 5 stars Reviewed June 17, 2011

Loved this hotel. Spacious rooms, nice breakfast, lunch and dinner. Buffets or lighter meals possible. We stayed 1 night during 2 safaries and it was perfect. OK, the surrounding not as nice as the hotels during the safari trips, but perfect for a rest in between. Very nice swimmingpool.

  • Stayed February 2011, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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Additional Information about Nairobi Serena Hotel

Address: Kenyatta Avenue/Processional Way | P.O. Box 46302, Nairobi GPO, Kenya
Location: Kenya > Nairobi
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Swimming Pool
Hotel Style:
Ranked #3 of 91 hotels in Nairobi
Price Range (Based on Average Rates): $$$$
Hotel Class:5 star — Nairobi Serena Hotel 5*
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