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“Nice Hotel but needs a bit of an upgrade” 4 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 #4 of 101 hotels in Nairobi
Kuala Lumpur, Malaysia
Senior Contributor
39 reviews 39 reviews
18 hotel reviews
Reviews in 21 cities Reviews in 21 cities
19 helpful votes 19 helpful votes
“Nice Hotel but needs a bit of an upgrade”
4 of 5 stars Reviewed September 18, 2013

Serena Hotel is probably one of the more convenient hotels to stay while in Nairobi.
The hotel is conveniently located, if you just got off the plane in Kenyatta Airport (which is around 40 minutes away) unless you hit rush hour traffic.

The hotel is also suitable for business meetings, with nice lobby waiting area plus a very quiet business lounge area for a good private business meeting. The coffee house is located on the ground floor, and serves good breakfast buffet spread. There is also a nice outdoor area with view of the swimming pool, nice for cool mornings or late afternoons.

But this hotel with its overall wood finishing needs a bit of an upgrade. The rooms are rather cramp, with old airconditioning and very tight shower/tub.

Room Tip: Good for a short stay, great convenient leap off point for a safari trip.
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  • Stayed August 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
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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
Traveler tips help you choose the right room.   Room tips (90)
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London
Top Contributor
65 reviews 65 reviews
64 hotel reviews
Reviews in 57 cities Reviews in 57 cities
44 helpful votes 44 helpful votes
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
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mandurah,WA
Senior Contributor
32 reviews 32 reviews
24 hotel reviews
Reviews in 22 cities Reviews in 22 cities
9 helpful votes 9 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
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  • 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
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Zurich, Switzerland
Senior Reviewer
8 reviews 8 reviews
7 hotel reviews
Reviews in 7 cities Reviews in 7 cities
3 helpful votes 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
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Canberra
Top Contributor
55 reviews 55 reviews
27 hotel reviews
Reviews in 33 cities Reviews in 33 cities
27 helpful votes 27 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
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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
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Brisbane, Australia
Top Contributor
100 reviews 100 reviews
29 hotel reviews
Reviews in 54 cities Reviews in 54 cities
60 helpful votes 60 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
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Lancashire, England
Senior Contributor
26 reviews 26 reviews
19 hotel reviews
Reviews in 20 cities Reviews in 20 cities
12 helpful votes 12 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
Was this review helpful? Yes 1
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:
Bar / Lounge 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 #4 of 101 hotels in Nairobi
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — Nairobi Serena Hotel 5*
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