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“WHAT A TREAT” 5 of 5 stars
Review of Sarova Stanley

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Sarova Stanley
5.0 of 5 Hotel   |   Corner of Kenyatta Avenue and Kimathi Street | PO Box 30680, Nairobi 00100, Kenya   |  
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Hotel amenities
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Complementary Transfer
Ranked #8 of 102 Hotels in Nairobi
oakton virginia
Senior Contributor
23 reviews 23 reviews
13 hotel reviews
Reviews in 13 cities Reviews in 13 cities
7 helpful votes 7 helpful votes
“WHAT A TREAT”
5 of 5 stars Reviewed August 3, 2013

The Sarova chain of hotels in Kenya is excellent. We had lunch at the Lion's Hill Property at Lake Nakuru and decided to stay in one of their hotels in Nairobi. We needed security as we were two women and two children traveling together. The location, the staff, the rooms, and the food were all excellent. It was in the safe center of Nairobi and everyone was very kind and gracious to all of us. I would recommend this hotel to everyone staying in Nairobi and all of their Sarova hotels around the country are outstanding as well. We had lunch at their Lion's Hill resort and it looks great for a vacation stay as well. Located near Lake Nakuru, a lovely part of Kenya.
Ann and family Washington D.C. June 2013

Room Tip: They had a very nice pool and adjacent restaurant. I felt very safe allowing the girls to go to and...
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  • Stayed June 2013, traveled with family
    • 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
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
David G, General Manager at Sarova Stanley, responded to this review, August 17, 2013
Dear Guest,

Thank you for your response and for the rating. We look forward to hosting you again.

Warm regards,
David Gachuru.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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610 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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London, United Kingdom
Top Contributor
128 reviews 128 reviews
92 hotel reviews
Reviews in 70 cities Reviews in 70 cities
107 helpful votes 107 helpful votes
3 of 5 stars Reviewed August 3, 2013 via mobile

What has happened. The team seem to be demoralized. They are very unhelpful and unwilling. I checked in to our room and three time I had to call housekeeping to clean my room over a five hour period and when it was clean, there was still dead insects on the floor and hair in the bathroom. We were there for 2 days before going to the Masi Mara for a Safari and they were the longest 2 days of my life. This hotel used to have a great name in Nairobi. Never will I recommend this to my friends.

Stayed August 2013
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
David G, General Manager at Sarova Stanley, responded to this review, August 17, 2013
Dear guest,

Thank you for your review.

We appreciate your feedback and have noted the areas where we didn't meet your expectation, however, would like to assure you that your experience does not reflect the standards we have set for ourselves. Your comment has been shared with the team to ensure the issues raised are duly addressed.

We look forward to hosting you again.

Warm regards,
David Gachuru
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Indianapolis, Indiana
Senior Contributor
21 reviews 21 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
10 helpful votes 10 helpful votes
5 of 5 stars Reviewed July 28, 2013

It's hard to imagine a better place to stay in downtown Nairobi than the Sarova Stanley Hotel. Founded in 1902, it's welcomed Teddy Roosevelt, Ernest Hemingway...and me! The staff is beyond helpful (I had to give Dominic a hug when I left). The buffet breakfast is served in the Thorn Tree Room which houses the successor tree to the original, where folks posted messages (it's called the original post office of Nairobi). Today's messages are more like love notes to the hotel! Be sure to wander around the meetings floor to see the historic photos. Just don't ring the bell in the Exchange Bar. Trust me on this one!

  • Stayed July 2013, traveled on business
    • 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
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
David G, General Manager at Sarova Stanley, responded to this review, August 17, 2013
Dear Guest,

Thank you for your review. We appreciate your kind comments and look forward to hosting you again at our heritage hotel.

Warm regards,
David Gachuru.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London
1 review
1 helpful vote 1 helpful vote
3 of 5 stars Reviewed July 27, 2013

I have stayed at this hotel several times over the last 12 months, on each occasion on the morning of check-out someone with a key-card has tried to get into my room between 5am and 6am !!! It is always latched from the inside so it only opens about an inch. I will find out one day who it is.......

apart from the security risk, the hotel is nice most of the staff are friendly with the exception being the front desk.

Stayed July 2013, traveled on business
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
David G, General Manager at Sarova Stanley, responded to this review, August 17, 2013
Dear guest,

Thank you for your review.

We apologize for the inconvenience caused. The team has reviewed its procedures in our housekeeping section and assure you that this will not be repeated.

Looking forward to hosting you again.

Warm regards,
David Gachuru
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Reviewer
5 reviews 5 reviews
Reviews in 4 cities Reviews in 4 cities
1 helpful vote 1 helpful vote
1 of 5 stars Reviewed July 24, 2013 via mobile

Emplacement is great .people are great . But the desk is horrible . Not compréhensive , stupid , not nice . Sorry for that but one guy just ruined all my stay here . I stayed 5 nights and 3 rooms ...................................

  • Stayed July 2013
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 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.
David G, General Manager at Sarova Stanley, responded to this review, August 17, 2013
Dear Guest,

Thank you for your feedback during your last stay with us. We appreciate your review for our improvement.

Warm regards,
David Gachuru.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Zurich, Switzerland
Top Contributor
63 reviews 63 reviews
25 hotel reviews
Reviews in 21 cities Reviews in 21 cities
49 helpful votes 49 helpful votes
3 of 5 stars Reviewed July 22, 2013

The hotel's regular check-in time is noon. We arrived at 9am and the receptionist wanted to charge us a full extra night for arriving too early! Instead we opted to have breakfast first (at KES 2500/person) and come back at 10am. Then the receptionist claimed the room - which was ready before - is no longer ready and we had to wait some more. Dominik came to our rescue, checked the room and let us check in. During our 3 days stay the room key expired twice, very inconvenient. On the second night security claimed that only one person was registered for the room when in fact I had booked the room for 2, we had checked-in together and they had taken copies of both our IDs. At check-out the receptionist made some error with the credit card (not cancelling the reserve they took at check-in) and blamed it all on us. Again Dominik came to rescue.

It's a pity because the hotel is very nicely decorated, nice carpets, wall paper and woodwork around columns and door frames. The pool on the 5th floor is lovely, as is the poolside restaurant. However the poolside restaurant features an upscale dinner menu for lunch which is not what you expect/want from a poolside restaurant. Breakfast is ok but the atmosphere of the breakfast restaurant is loud and unpleasant.

Room Tip: Room 410 is awkwardly shaped with the room's small window around the corner. You might want to a...
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  • Stayed July 2013, traveled as a couple
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 2 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.
David G, General Manager at Sarova Stanley, responded to this review, July 24, 2013
Dear Guest,

Thank you for your review of your last stay with us.

We appreciate the special mention of Dominic who exceeded your expectation. Our rooms, decor, carpets in the guests rooms, swimming pool and Pool deck restaurant were the highlights of your stay.

We have noted the issue of inflexibility in our system with regards to early arrival. It is unfortunate that we did not take time to understand your need and therefore we did not address it adequately. We have addressed this with the team it to avoid future occurrence.

We apologise for the key that deactivated twice during your stay. The magnetic strip is very sensitive and is easily deactivated by placing the key card next to your phone. We hope this was clarified by our team. We also regret the miscommunication from our security on the number of people registered to your room. On the credit card payment, we are glad Dominic was at hand to assist you.

Your review has been fair and candid for the improvement of our team and processes. We look forward to welcoming you back.

Warm Regards,
David Gachuru.
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USA
Senior Reviewer
6 reviews 6 reviews
5 hotel reviews
Reviews in 3 cities Reviews in 3 cities
3 helpful votes 3 helpful votes
3 of 5 stars Reviewed July 21, 2013 via mobile

Having stayed at the Stanley over the last 15 years I can say I've had some good and bad experience over this time with late check outs, room choices I would think after all this time I would receive some special treatment, but not at the Stanley.
On the plus side friendly staff at restaurant and concierge desk, the rooms are clean and food ok. Everyone should stay at least once to steep themselves in the history the hotel has survived on in recent times.
There many new hotels in Nairobi that I will checkout next time when I'm town.

Stayed March 2013
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
David G, General Manager at Sarova Stanley, responded to this review, July 24, 2013
Dear Guest,

Thank you for your review.

We truly appreciate all your stays with us in the last fifteen years.

On the concern raised of late check-outs and room upgrades, allow us to explain. We do give allowance for the two based on guest history and room availability. On the day you requested for each, the hotel was busy and we were not able to meet these requests. We regret that during your last stay we didn't meet your expectation.

We hope to host you soon while you are in Nairobi. For your next reservation, you may reach me on thestanley@sarovahotels.com

Warm regards.
David Gachuru
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Sarova Stanley

Address: Corner of Kenyatta Avenue and Kimathi Street | PO Box 30680, Nairobi 00100, Kenya
Phone Number:
Location: Kenya > Nairobi
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( Wi-Fi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Family Hotel in Nairobi
#4 Spa Hotel in Nairobi
#5 Romantic Hotel in Nairobi
#6 Luxury Hotel in Nairobi
#9 Business Hotel in Nairobi
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Sarova Stanley 5*
Official Description (provided by the hotel):
Kenya’s first luxury hotel, Sarova Stanley opened its elegant doors in 1902. Since then, it has been making history- hosting royal safaris and legendary personalities such as Edward Prince of Wales and Ernest Hemingway. Today, as the hotel enters its second century, it continues to maintain its unique heritage and provides state-of-the-art services and facilities for business and leisure travelers. All guestrooms are a blend of luxurious Victorian grandeur and modern comfort. ... more   less 
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Also Known As:
Sarova Stanley Hotel Nairobi
Sarova Stanley Nairobi

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