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“Great customer service.” 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   |  
Hotel amenities
Ranked #8 of 131 Hotels in Nairobi
Certificate of Excellence
Jonesboro, Georgia
1 review
“Great customer service.”
5 of 5 stars Reviewed October 15, 2013

We had a great time in Nairobi and it was all do to the great staff at the hotel. Form the moment we stepped out of the cab on arrival to the moment we departed we were greeted with some of the best customer services ever.We were there from 8/30 to 9/06, two coupies.The staff is some of the friendlys people you will every meet. The restuarant and bar, GREAT! The holet is very safe, clean and in a good location in the city center. I would definately recommend this hotel to anyone planning to visit Nairobi. Boaz, one of the best concierges. You can't go wrong choosing this hotel.

  • Stayed September 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 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, October 29, 2013
Dear RIPP,

Thank you for your review.

We are happy to hear you had a great time in Nairobi and specifically at the hotel. We appreciate the feedback on our team's customer service efforts that exceeded your expectation. Special mention of one of the team members is highly appreciated. We are glad you enjoyed and endorsed the hotel for any future stays.

Looking forward to hosting you again.

Warm regards,
David Gachuru.
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786 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 (152)
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English first
Vancouver, Canada
Level Contributor
96 reviews
27 hotel reviews
common_n_hotel_reviews_1bd8 49 helpful votes
5 of 5 stars Reviewed October 11, 2013

This was an overnight stay on our way to the Masai Mara. This is a jewel in a busy and noisy downtown location. The rooms are quiet and 2nd floor pool/restaurant area very busy with business dealings. Thai restaurant is the best in the city. The bar was good, but service was very poor. A cheese plate took over an hour. Hot appetizers were about 30 minutes. Breakfast was included and elaborate and excellent with a tremendous variety from sushi, champagne and OJ to you name it. All excellent.
Going into the real outside is something else and if a tourist, be sure to have someone with you, especially at night.
Unfortunately, Nairobi is a dirty, polluted, traffic congested city and the Stanley will eliminate any such problems for business or pleasure.

Room Tip: Make sure you reserve a time for the Thai restaurant, which is next to the bar. Ask to be served by...
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  • Stayed September 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 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, October 17, 2013
Dear Guest,

Thank you for your candid feedback.

We appreciate your comment as a jewel in the city. The guestrooms, Thai Chi restaurant, Pool deck restaurant and bar met your expectations. Thank you for the special mention of our team members who ensured your dining experience was memorable at Thai Chi. As a hotel, we have also recognized their efforts in customer service.

The bar experience could have been better. We have taken up issue raised, identified the gaps in our food production and trained our team on meeting customer needs.

Nairobi, just like any other city or business hub, is faced by challenges brought about by growth and development. Our government does not tire to continually develop this city and eliminate the concerns raised.

We look forward to hosting you again.

Warm regards,
David Gachuru
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Abidjan, Cote d'Ivoire
Level Contributor
44 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
4 of 5 stars Reviewed October 9, 2013

Stayed here for a couple nights while on my way to visit the worlds biggest refugee camp in Northern Kenya. Although this hotel has been around for about 100 years, it has constantly been updated and renovated, so even though it retains it's old world charm, it is thoroughly modern in the level of service, facilities and furnishings. Great restaurants and bar. Only complaint is that as is common in East Africa, the internet was very slow and spotty.

Room Tip: stayed in a corner room with more windows
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  • Stayed July 2013, traveled on business
    • 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.
David G, General Manager at Sarova Stanley, responded to this review, October 17, 2013
Dear Prehensile,

Old World Charm indeed - thank you for your review.

Our history and heritage spanning our 100 years is our greatest treasure. We were glad to have shared the story of Sarova Stanley with you - the structure, the people and the emotions.

On our internet access, we regret the inconvenience caused. We have an ongoing planned maintenance schedules that assist us identify the flaws and as we continue to invest in solutions to remove the flaws. We know that during your next stay, the internet will have improved speeds and it will be more stable.

Warm regards,
David Gachuru.
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Bristol, United Kingdom
Level Contributor
203 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
5 of 5 stars Reviewed October 7, 2013

It deserves the star rating, basic rooms are spacious, clean and generally up together. Outdoor heated pool was bliss and can enjoy evening drink on the terrace before dining elsewhere or later on a drink in the Exchange bar. Staff are very friendly. Food is excellent (Thai restaurant is perhaps a little pricey and whilst the service is great, the food doesn't quite do it justice, but I am being a little picky here).

  • Stayed October 2013, traveled on business
    • 4 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, October 17, 2013
Dear Guest,

Thank you for your review.

We are glad that your guest experience from the spacious rooms, outdoor heated pool, dining experience and staff friendliness exceeded your expectation and you rated us five star. We have noted your comments on Thai Chi restaurant and we shall re-look into our pricing and food offering.

We hope to host you again in your next business trip to Nairobi.

Warm regards,
David Gachuru.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Johannesburg
Level Contributor
7 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 stars Reviewed October 7, 2013

We stayed at the Stanley en-route to safari in the Mara, the security was great given incidents with the west gate bombings we felt completely safe, our room was very comfortable from the beds the robes to the bathrooms all was perfect a truly 5 star hotel and experience.

the breakfast was also very lavish we had our fill sitting on the outside patio, the only thing i thing i would say needs improvement is the taxes imposed on the food bills which are not included on the menu in the rooms.

We had drinks at the bar on the 1st floor which also very nice and relaxing, the staff are well trained and friendly enough.

Would definitely stay there again and again

  • Stayed September 2013, traveled with friends
    • 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, October 17, 2013
Dear Gee K,

Thank you for your feedback.

Thank you for choosing to stay with us en-route to the Mara. Our rooms and in-room amenities exceeded your expectation, offering you a truly 5 star hotel experience. You noted our breakfast as lavish and the drinks at the bar as relaxing.

We understand your concern on not having the taxes included in the menus. We assure you, that we are re-looking into this issue to improve in our customer service.

We look forward to hosting you again and again.

Warm regards,
David Gachuru.
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cape town
Level Contributor
16 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
5 of 5 stars Reviewed October 6, 2013

What a great hotel, it has wonderful facilities like a lovely pool area with a heated pool and a gym with spa area where you can sit in the sauna or steamroom. It also has great restuarants and bar. I felt very safe at the hotel as there is a lot of security, there is a security guard on each floor and security checks are done when you enter the building. This hotel is in the CBD and it is safe enough to walk around in the day time, if you stay within a block or two of the hotel. But what I loved the most about this hotel is the friendly and helpful staff. Not many people leave a hotel and remember the staff names, but I do, Obed and Samuel who cleaned our rooms and Boaz the very helpful concierge. I would definately recommend this hotel to people who are planning on visiting Nairobi....

Room Tip: Ask for rooms on floors 3 and 4
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  • Stayed September 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
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, October 17, 2013
Dear whatilikedabout u,

Thank you for posting your review.

We appreciate your 5 star rating; mentioning our wonderful facilities like the gym, swimming pool, great restaurants and bar. Our security efforts made you feel safe while in the hotel and location was convenient for all your requirements. The special mentions have been shared with the whole team as a source of motivation and inspiration.

Once again, thank you for your review and for recommending the hotel to people planning to visit Nairobi.

Warm regards,
David Gachuru.
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Dubai, United Arab Emirates
Level Contributor
46 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
4 of 5 stars Reviewed October 6, 2013

We stayed here prior to our safari holiday.
We chose this hotel as it had an airport shuttle transfer (additional cost) and with the Westgate Mall incident we wanted to make sure we didn't take any cost shortcuts. We needn't have worried as everything was fine.
The hotel was nice and comfortable. The staff friendly. Beds comfy. Shower amazing.
The food at the roof bar was very nice (exceeded my expectation).
Breakfast in the morning was good.....nothing too fancy but we were able to sit outside which was nice.

Overall a very good hotel and would stay again.

We didn't venture outside of the hotel so can't comment on its location.

  • Stayed September 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
    • 4 of 5 stars Cleanliness
    • 4 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, October 17, 2013
Dear Guest,

It was our pleasure to host you prior to your safari holiday. Thank you for taking time to give us your valuable feedback.

We appreciate your consideration due to our airport transfer service. You have rates our hotel as good and comfortable, food at the Pool deck restaurant and breakfast from the Thorn Tree restaurant exceeded your expectations.

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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Additional Information about Sarova Stanley

Address: Corner of Kenyatta Avenue and Kimathi Street | PO Box 30680, Nairobi 00100, Kenya
Location: Kenya > Nairobi
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Family Hotel in Nairobi
#4 Romantic Hotel in Nairobi
#5 Business Hotel in Nairobi
#6 Spa Hotel in Nairobi
#8 Best Value Hotel in Nairobi
#8 Luxury Hotel in Nairobi
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Sarova Stanley 5*
Number of rooms: 217
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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