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Reviewed December 24, 2009

We stayed at the hotel for one night before going on a six night Safari. We arrived at the hotel about 8.30 in the morning and had to wait for aprox. 45 minutes before our room was available, which was understandable at this time of day as check out is 11.00. The room was a good size and comfortable. The bed was large but was a little hard. The bathroom was a little bit on the small side but had everything that we needed, the towels were changed around 7pm. There was a TV in the room which had a choice of channels.
We used the pool for the day and it was really nice, the sunloungers were the cumfiest that we have ever been on and towels were provided. The pool area was very quiet and nice for relaxing after the overnight flight.
There is a restaurant and bar around the pool which is also open at night. This is where we ate and it was fine and was quite reasonably priced. There is also a bar inside with a little entertainment i.e piano player and singer again it was ok for the one night we spent here.
We had breakfast included in the price we had paid. Again this was good with a good choice of hot or cold food, fruit, yogurts, pastries and juice. It was a good start for the long journey to Samburu National Park.
We did not leav the hotel so I can't really coment on the location of the hotel apart from it was aprox. a 30 minute drive from the airport. I can't comment if the hotel was good value for money or not as it was included as a package for our Safari.
I would recomend this hotel for a safari stopover or a few days in Nairobi.

Date of stay: December 2009
  • Trip type: Traveled as a couple
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Thank Rach_8
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed December 23, 2009

Fine if you are stuck in Nairobi for a night for business or a cancelled flight but the whole place feels very shabby and its title as a "Leading Hotel of the World" is just a joke. I am now very wary of any hotel with this award ...

I arrived late to find a lone receptionist trying to check in 15 other people, which took hours. The room they gave me stank so badly of smoke I could hardly breathe (and I am a smoker !), so they moved me to a charming room slap bang on the main road, with a tiny bathroom, a broken television and a broken air conditioning unit.

Eventually got to sleep extremely late and was woken by a knock at 8am, by some buffoon asking if I have any laundry.

This place is fine but it is just not good enough and certainly not worth the money.

Date of stay: December 2009
  • Trip type: Traveled solo
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3  Thank magnetiser
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed December 6, 2009

Expensive and overated for nothing. I have stayed here at least three times a year for the last 5 years. I am an American citizen with Kenyan background, and its amazing how this hotel treats guest based on appearance. I wonder if they train their receptionists on how to treat people based on appeaance. This place has an obsession for 'tourists'. My company keeps booking me here because of company policy, but if I had a choice. .. The rooms are like what you would find at a motel 8, dark creepy corridors, mold and mildew in showers. and you pay oer $300 per night.

There is nothing to look forward to staying in this place, if you have a choice, Just stay away from this rat hole.

Date of stay: December 2009
  • Trip type: Traveled on business
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2  Thank TAmember10
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Harris-Kenya, Manager at Nairobi Serena Hotel, responded to this reviewResponded December 23, 2009

Reference is made to the review of Nairobi Serena Hotel by TA member (MD Baltimore)

Whilst we do not claim that our standard bedrooms are large, the size at 25.2 sq mtrs is not considered unreasonable. The comment on corridors being “dark and creepy” is the first such complaint we have received in over thirty years of the Hotel’s existence. The width is 1.5 metres and the corridors are well lit 24 hours a day and we feel the comment is unfair.

We are disappointed that the writer felt he was treated poorly due to his appearance and that tourists get preferential treatment.76% of our business is from the corporate market segment from all over the world and our guest feedback system consistently confirms a positive rating of staff for their friendly and caring service.

It is unfortunate that the TA member has not registered a complaint during his regular stays at the hotel and in the event a complaint was made, we would welcome details to enable Management take immediate remedial measures.

We apologize for not meeting the client’s expectations and would welcome contact with the client to ensure a pleasant stay on his/her next visit.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 29, 2009

i travel on a regular basis for business and pleasure to africa/ ao kenya and consider the nairobi serena one of the best , if not the best choices in nairobi, kampala
the reception of the guests, recognition they know you by name almost immediately, the overall quality is in accordance with its: label leading hotels of the world ( notably they are all different in setup, size, location, and vary on the high end in quality-level a bid)
the all african staff on all levels show great professionalism..
the f&b choice is the best in nairobi they constantly try to improve, train the staff by international know chefs, from france, switzerland etc they send their staff for training in other top hotels world wide. considering the fact that not all 'european' foodstuffs are always available, some of them are imported under heavy burocratic burdens..the real taste and saveur of the local products are greatly utilised and highlighted by the competent chefs.
the location of the hotel is central nairobi 30/50min from both the international and local airports, by comfortable limo service, with fantastic drivers..
the small park and pool areas are well maintained, the gym and renovated spa indulge you after a days work, safari, or long trip...
the rooms are very clean, comfortably decorated with all amnities free wifi, the bath room is a bid small, but well provided.
the beds are on the hard side, acceptable, but need to be improved with a next overhaul
for all this reasons many local and international known personalities visit this beautifull african decorated hotel on a regular basis , great change you run into a minister, president or princess that discreetly dine and wine...

concluding i can highly recommend this hotel to the demanding traveller for their next short or longer stay in nairobi
also before a safari to the bush this is an excellent start...
enjoy it
henricus deiters

Date of stay: November 2009
  • Trip type: Traveled on business
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Thank worldtravellerfrance
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed November 28, 2009

If you need to be downtown, then Serena is a good place to be. The rooms are comfortable, there is a nice bar and restauarant, a sports club, business center, and a good pool. Service is generally very good. There are lots of taxis, but i dont reccomend using the hotel service to book safaris. You can line up a safari with a private driver for twenty percent of what you would pay at the hotel. All in all, was quite happy with my stay.

Date of stay: November 2009
  • Trip type: Traveled on business
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Thank nomad633
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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