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“Good safari base” 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 #10 of 129 Hotels in Nairobi
Certificate of Excellence
Sydney, Australia
Level Contributor
95 reviews
46 hotel reviews
common_n_hotel_reviews_1bd8 90 helpful votes
“Good safari base”
4 of 5 stars Reviewed January 24, 2010

We only stayed here for one night (before we began our safari) but thought it was a great base. It's a fairly large (for Africa) hotel. Our booking was handled well; we got the adjoining room for the kids we had asked for (as well as the 3rd bed). The buffet dinner and breakfast were outstanding. Lovely grounds and a great view of the city.

  • Stayed December 2009, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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602 reviews from our community

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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 (113)
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Hasselt, Belgium
Level Contributor
222 reviews
61 hotel reviews
common_n_hotel_reviews_1bd8 163 helpful votes
5 of 5 stars Reviewed January 10, 2010

We stayed for a total of 3 nights at the Nairobi Serena hotel during our 2 week holiday in Kenya. This is a great hotel in Nairobi city center, and almost looks like a museum with all the decoration you find everywhere on the walls.
Rooms are very good, food quality both at breakfast buffet and for lunch/dinner is great.
In the bar during the evening it would be nice if it weren't always UK football league on the TV screens (and at least at lower volume), yet you can also site elsewhere.
Pool looks very nice, and during day you can sit and have a drink around the pool.
From the hotel it's just a 10 min walk to the city market.

  • Stayed December 2009, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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London
Level Contributor
27 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
4 of 5 stars Reviewed December 30, 2009

I stayed here for work, and it was a very pleasant stay generally. The pool and Spa facilities are great, and the gym has a good amount of up to date kit. The only problem being that the air-con is little hotter than I would be used to in the UK! There is a good choice of restaurants, but the food can be expensive - the breakfast for example is about 20pounds but it does have a great selection of American, and Continental styles. The only other point that I would mention is beware of the mosquitoes in the bar!

  • Stayed November 2009, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
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Derby, England
Level Contributor
55 reviews
53 hotel reviews
common_n_hotel_reviews_1bd8 60 helpful votes
4 of 5 stars 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.

  • Stayed December 2009, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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UK
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
2 of 5 stars 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.

  • Stayed December 2009, traveled solo
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 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.
Baltimore, MD
Level Contributor
20 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 59 helpful votes
1 of 5 stars 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.

  • Stayed December 2009, traveled on business
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 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.
Harris-Kenya, Manager at Nairobi Serena Hotel, responded to this review, 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.
Avignon, France
Level Contributor
38 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
5 of 5 stars 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

  • Stayed November 2009, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
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 Spa Suites Swimming Pool Airport Transportation
Hotel Style:
Ranked #10 of 129 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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