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“Perhaps too serene” 3 of 5 stars
Review of Nairobi Serena Hotel

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Nairobi Serena Hotel
5.0 of 5 Hotel   |   Kenyatta Avenue, Nairobi, Kenya   |  
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Ranked #8 of 145 Hotels in Nairobi
Certificate of Excellence
London
Level Contributor
65 reviews
64 hotel reviews
common_n_hotel_reviews_1bd8 45 helpful votes
“Perhaps too serene”
3 of 5 stars Reviewed September 17, 2013

Useful stopover for late arrivers being near airport (but on reflection maybe we should have just taken a night flight and connected direct). A plus is as it backs on to a game park you can get your first glimpses of Giraffe & Zebra.
In design and function its a classic city 4 star hotel that you'd find worldwide. But we did find the restaurant staff inattentive - I had to leave my table to ask for menus, then I walked up to place an order and to pay. In contrast concierge & reception were excellent.

  • Stayed September 2013, traveled as a couple
    • 3 of 5 stars
      Value
    • 4 of 5 stars
      Location
    • 3 of 5 stars
      Sleep Quality
    • 3 of 5 stars
      Rooms
    • 3 of 5 stars
      Cleanliness
    • 3 of 5 stars
      Service
Helpful?
Thank TheEvaluatorLondon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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689 reviews from our community

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Mandurah,WA
Level Contributor
39 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
4 of 5 stars Reviewed September 14, 2013

The Serena is your typical comfortable hotel. Situated across a park from the central business district, it is convenient if you want to go into town but difficult with traffic especially in the mornings and evenings. We stayed one night en route to Samburu and I felt safe enough in the morning to walk around the nearby streets and the park, but was advised not to venture too far into another section of the park. The room we had was a fairly typical hotel style, clean, good beds, tv, internet etc. Ours was a bit noisy since we were at the end of the fourth floor where the airconditioning plant was whirring away all night, although I still slept well.
They have comfortable lounge and bar areas downstairs, with efficient staff for reservations, currency exchange etc. They take security seriously, with under-car inspections and metal detectors at the doors. The main restaurant was excellent. We had a marvellous meal there with great service and some fine piano playing for entertainment although it wasn't busy. The breakfast cafe also had a fine range of well-prepared dishes.

Room Tip: ask for a room away from the aircon
See more room tips
  • Stayed August 2013, traveled as a couple
    • 4 of 5 stars
      Value
    • 4 of 5 stars
      Location
    • 4 of 5 stars
      Sleep Quality
    • 4 of 5 stars
      Rooms
    • 5 of 5 stars
      Cleanliness
    • 5 of 5 stars
      Service
Helpful?
Thank Metceni
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Zurich, Switzerland
Level Contributor
8 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
4 of 5 stars Reviewed September 9, 2013 via mobile

Being advertised as the bet hotel in Nairobi I expected slightly more on everything. However I guess this is quite a lixury in Africa. For tge price you pay you would expect more - cleaner room, more welcoming staff...
Overall it was nothing special however I guess still the best in Nairobi

  • Stayed October 2012
    • 4 of 5 stars
      Value
    • 5 of 5 stars
      Location
    • 4 of 5 stars
      Rooms
    • 4 of 5 stars
      Cleanliness
    • 4 of 5 stars
      Service
Helpful?
Thank miskoosuch
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Canberra
Level Contributor
54 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
4 of 5 stars Reviewed September 4, 2013

The Serena is comfortable and friendly. However, the service in the restaurant is quite patchy: misplaced orders, very slow.
And it's awfully expensive.
Location just outside the main city centre is good - a pleasant walk, safe by day.

  • Stayed July 2013, traveled as a couple
    • 2 of 5 stars
      Value
    • 4 of 5 stars
      Location
    • 4 of 5 stars
      Sleep Quality
    • 4 of 5 stars
      Rooms
    • 4 of 5 stars
      Cleanliness
    • 3 of 5 stars
      Service
Helpful?
Thank 60sAussiecouple
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SerenaHotels, Front Office Manager at Nairobi Serena Hotel, responded to this review, September 12, 2013
Dear Guest,

Thank you for taking time to write your review dated September 4, 2013

Please accept our most sincere apologies for the lapse in service delivery that you experienced when you visited our restaurant. Be rest assured that this is perhaps an isolated incidents which we will look into in more detail.

Management sincerely apologize for the slow service, misplaced food order and frustrations that you had endure and wish to assure you that remedial action has been taken to curb such situations never to happen again in future to you or any other guest.

It is Management’s objective to provide consistent professional service delivery ensuring guests’ expectations are meet and given value for their money. We hope and trust that we shall get an opportunity to be of service to you again in future.

Meanwhile, we once again sincerely regret the inconveniences caused and thank you for your understanding and cooperation. Assuring you of our continued high standards of service delivery at all times.

Regards
Daniel
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Brisbane, Australia
Level Contributor
132 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 76 helpful votes
5 of 5 stars Reviewed September 3, 2013

After a long flight from Sydney via Perth and Johannesburg it was an absolute delight to arrive and be met by friendly obliging staff. Room was huge and lovely huge bathroom with bath. Great breakfast and dinner. Excellent room service I was certainly relaxed and refreshed to start my safari

  • Stayed August 2013, traveled solo
    • 5 of 5 stars
      Value
    • 5 of 5 stars
      Location
    • 5 of 5 stars
      Sleep Quality
    • 5 of 5 stars
      Rooms
    • 5 of 5 stars
      Cleanliness
    • 5 of 5 stars
      Service
Helpful?
2 Thank jamscone3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lancashire, England
Level Contributor
49 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
5 of 5 stars Reviewed September 2, 2013 via mobile

Stayed here for a one night stop over in between safari and a week in Zanzibar and we were pleasently surprised by the hotel. A bottle of sparkling wine was delivered to our room as a honeymoon surprise along with the bed covered in petals!
The real surprise was the restaurant where we had an excellent silver service dinner (the restaurant itself was very quiet perhaps because it was a little expensive but worth it). All in all a quick but lovely stop over.

  • Stayed August 2013
    • 5 of 5 stars
      Value
    • 5 of 5 stars
      Location
    • 5 of 5 stars
      Rooms
    • 5 of 5 stars
      Cleanliness
    • 5 of 5 stars
      Service
Helpful?
1 Thank saraht2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kendal, United Kingdom
Level Contributor
90 reviews
66 hotel reviews
common_n_hotel_reviews_1bd8 69 helpful votes
4 of 5 stars Reviewed September 1, 2013

The Nairobi Serena is a really good choice, when staying in the city for business or pleasure. I have stayed for both reasons and find the hotel well appointed and even better than my previous stays, a couple of years ago and over the previous decade, on several occasions. In my opinion, it is certainly the best of Nairobi's standard luxury hotels, having also stayed at others, including The Norfolk etc. There are, of course, the more unique, but they come at a substantial premium ie House of Waine, Giraffe Manor etc.
Food and service are also good and there is the choice of two restaurants and eating poolside.
The bar is ok, but do be prepared to be assailed by several large TV screens, each showing a different sport! At the same time , loud music plays for the clubbing types.
Rooms are of a good standard, not quite 5 star, more business 4 star style. I would certainly stay again, for pleasure or business, but do not wander out at night for a walk, it is not the best area after dark, when away from the security staff.

Room Tip: Rear of the Hotel looks over the pool are, with nice city/park views.
See more room tips
  • Stayed August 2013, traveled on business
    • 4 of 5 stars
      Value
    • 4 of 5 stars
      Location
    • 5 of 5 stars
      Sleep Quality
    • 4 of 5 stars
      Rooms
    • 4 of 5 stars
      Cleanliness
    • 4 of 5 stars
      Service
Helpful?
Thank Ian C
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, Nairobi, 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 Spa Suites Swimming Pool Airport Transportation
Hotel Style:
Ranked #8 of 145 Hotels in Nairobi
Price Range (Based on Average Rates):
Hotel Class:5 star — Nairobi Serena Hotel 5*
Number of rooms: 183
Official Description (provided by the hotel):
Justly famed for its exceptional standards of efficiency, service and five-star hospitality, the elegantly sophisticated Nairobi Serena Hotel is a member of the 'Leading Hotels of the World'. Despite its pivotal central hotel location in Nairobi, Kenya, the Nairobi Serena remains true to its title and offers an oasis of serenity amidst the bustle of one of Africa's most vibrant capital cities. Offering a wide range of dining experiences, The Nairobi Serena is also renowned for its 'Mandhari' fine-dining restaurant, which is universally acknowledged as one of Kenya's finest. ... more   less 
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