After spending more than $1500 staying at this hotel, I was presented on checkout with a minibar bill of around $40 for items I never saw or consumed. Normal business practice for most hotels is to write these off as an error, or at least give the customer benefit of the doubt. What ensued was a heated discussion at the reception desk, involving the staff member who checked the mini bar, the cashier, and finally the manager. All were absolutely recalcitrant and unable to adjust the small amount. I paid for those items even though I had only ever consumed items that I had purchased outside and put in the fridge to save expenses. Laico's bizarre management style is: the customer is always wrong.

They have lost one customer, and I understand now why the hotel was almost empty.

I was at this hotel for a conference and thoroughly enjoyed my stay...I was surprised by some of the negative comments I read on tripadvisor - my experience was positive. The room was spacious and comfortable, staff friendly and the hotel really sought to accommodate me as a vegetarian - some options were really tasty (and it is not easy to find decent vegetarian food in Nairobi)...hotel managed conference aspects well and all worked seemlessly...there is a pool and gym for exercising and position of the hotel is in the heart of the city...security was also good which is important currently in Kenya...all in all, an excellent hotel for business, conferencing and leisure

Problems with this hotel were:

1. Ugly furniture, worn out and painted over with one coat of white paint.

2. Outside window has no mechanism to regulate movement. It remains fully shut or fully open , nothing in between.

3. Worn out carpet which is discoloured.

4. No complimentary water for guests.

5. Air conditioning spewed out dusty air

6. Shower was a disaster, the device to transfer water to the shower head was malfunctional, thus impossible to take a shower.

I have stayed in many so-called 4 and 5 star hotels in Nairobi (Hilton, Safari Club, Panafric, and now the Laico Regency) that all receive the same comments from me-grossly overpriced for tired and worn hotels that may justify their star rating in terms of range of services offered, but certainly not in the quality of those services. My bed was warped (turned up in the corners!) and the bathroom had definitely seen better days. I arrived late and ordered a burger and fries from room service-when I put my knife through the burger blood shot out-it was dangerously undercooked. They did it again for me, but offering it on the house would have been a nice gesture. Next time I'm going straight back to the Tribe, which is the only Nairobi hotel I've stayed at where I feel the product and service justifies the price.