This morning, february the 5th. 2012 we left the Nairobi Serena Hotel early, to catch our flight back to Europe.
We are frequent visitors of the Serena Hotels, the Nairobi Serena Hotel is our favourite in town. However the check-in and out policy leads to confusion for undefined reasons on every stay.
Because I am familiar with this I try to work the system in such a way, it can’t go wrong, allthough…
This is what I do;
1. Via telephone reservations I make my booking.
2. Then I confirm the rate, dates and reservation number via email correspondence.
3. On arrival I produce my email correspondence at the reception, pay cash for the room, ask a receipt.
When I leave the hotel, the only thing left to pay are the extra’s; drinks and restaurant bills wich I signed for.
Now……. Life at the cashier is not as simple. Many many peolple have been complaining about this, for your reference check : www.tripadvisor.com . On this website your cashiers are not yet put on the most wanted list but they are working hard to get there. The lengthy procedure, the lost and confused faces of the employees gaping at their computer screens as if the good Lord has set water on fire seem to have lost contact with earth.
Here we go……. “”OK bwana I have allready paid for my stay, look at my receipt!”” Why do you want me to pay for the room again? The only thing I need to pay are my extra’s. How difficult can it be???
Please skip these amounts.. Or the discussion between the breakfast inclusive rate or the exclusive one. Obviously a guest is not going to pay for a b reakfast inclusive rate when the plain leaves at 7.30 in the morning from JKIA and one has to report at the airport check in counter at 6 AM, breakfast is not even served at that time! How difficult is a cashiers life to understand this?
These are is just some examples of cash hassslement at Nairobi Serena. Me and many other frequent visitors are aware of taking at least 30 minutes to settle accounts. You should really do something about this! It can’t be that difficult!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.