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“Nice bed, pity about the service” 3 of 5 stars
Review of Sarova Panafric

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Sarova Panafric
3.5 of 5 Hotel   |   Kenyatta Avenue, Nairobi 72493, Kenya   |  
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Ranked #19 of 96 hotels in Nairobi
Sydney, Australia
Contributor
12 reviews 12 reviews
8 hotel reviews
Reviews in 9 cities Reviews in 9 cities
23 helpful votes 23 helpful votes
“Nice bed, pity about the service”
3 of 5 stars Reviewed July 31, 2013

We stayed here in transit recently (late arrival, early departure) and were pleasantly surprised by the good night's sleep on the comfy and clean bed.

However this was let down by the fact that the front desk somehow forgot about us and our simple requests. Our luggage was lost by the airline, so we asked whether it would be possible to have a toothbrush. "We'll send one up right away", the gentleman said.
45 mins later it was past 11pm and we were still waiting - but it finally came after another reminder call to the front desk.

Due to our early departure we'd also requested a breakfast box, which the same gentleman said would be no problem, and would be ready when we left. It wasn't, and we spent another 20mins in the morning chasing reception and restaurant staff and it became unnecessarily complicated and we were running late.
We saw that another breakfast box was prepared for someone else and was already on the reception counter - so we'd been missed.

We're not demanding travellers, but we just like it when someone at a hotel agrees to do something "no problem" and it doesn't happen.

We also found that the shiny reception area was quite at odds with the room and building that our room was located in - it felt like it was in an apartment complex at the rear of the hotel.

On the plus side, the in-house transfer drivers were very courteous and welcoming - probably the highlight of our stay! But at approx $50 one way for a 15-20min trip you would expect a certain level of quality, and that was a discounted rate.

We'd stay again and recommend others to do the same - but just hope that our experience is not repeated.

  • Stayed July 2013, traveled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 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.
Anthony N, General Manager at Sarova Panafric, responded to this review, August 1, 2013
Dear Brett,

Many thanks for taking the time to share your feedback with us.

We're happy to read that you enjoyed your stay with us and found our associates very efficient and welcoming. It's great that you selected Sarova Panafric and I am glad to read that we made your stay comfortable. Sarova Panafric is wholly committed to serve our guests exceptionally and ensure their stay is exceeding. We do take guest feedback seriously and we have noted your experience in getting your requests. I am sad to hear about these two incidents and how it was handled. I greatly apologies for this inconvenience. We have stringent standards that are applied and well known by my team members. Please note that I have personally taken this up and put in place corrective measures to avoid such situations recurring.

We hope you can trust our sincerity, and we thank you again for sharing this feedback with us as it has prompted us to be more diligent than ever.

Thank you for the recommendation and we definitely look forward to having you back. Please do let me know when you plan on getting back.

Warm Regards,

Anthony Ngunga
General Manager
Sarova Panafric
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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436 people have reviewed this hotel

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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (100)
Date | Rating
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Spanish first
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English first
Woking, Alberta
1 review
5 of 5 stars Reviewed July 21, 2013

From the moment you arrive you are welcomed with warmth and unparalleled friendliness. On the very first day I was made to feel like I was a long awaited friend by the towering Maurice at the front door. At the front desk is the ever helpful Kevin, on the main floor are Catherine, Benson and Douglas who will always do what they can to point you the right direction and help you get there. Evans and Sospeter our security guards always vigilant and Robert who kept our room spotless and charmed us daily with his wonderful towel sculptures. And what more can I say but to tip my hat to those wonderful chefs and table servers represented by Meshack. The food and service were all top notch and even the lovely Immaculate in the gift shop made gift buying a very pleasurable event. This was our first trip to Africa and the staff of this Hotel took off the nervous edge and gave us the foundation to make this trip one of the most memorable ever.

Room Tip: We liked the upper floors simply because they capture a little more refreshing breeze and afford a n...
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  • Stayed July 2013, traveled with friends
    • 5 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
    • 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.
Anthony N, General Manager at Sarova Panafric, responded to this review, August 1, 2013
Dear Roger,

Many thanks for taking the time to share your feedback with us.

We're happy to read that you enjoyed your stay with us and found our associates to provide, pleasurable service, warmth and unparalleled friendliness, most especially Kevin, Catherine, Benson, Evans, Maurice, Sospeter, Robert, Immaculate, Meshack & Douglas. Our wonderful staff strives to provide warm, welcoming, high standard service always, and making your stay with us great. We have passed on your commendation to the mentioned team members. It's great that you selected Sarova Panafric and we are glad to read that we were able to make your stay and first trip to Africa comfortable and most memorable. Sarova Panafric is wholly committed to serve our guests exceptionally and ensure their stay is exceeding. Please feel free to join our online conversation and stay updated on what's happening by following us on Twitter @sarovapanafric and share your positive Sarova Panafric experiences with the rest of the world.

Thank you for your recommendation and we appreciate each word.

We most definitely look forward to hosting you again and please feel free to let me know when you're planning your return.

Kind Regards,

Anthony Ngunga
General Manager
Sarova Panafric
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Nairobi, Kenya
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
4 of 5 stars Reviewed July 18, 2013

Have been to these hotel many times with my friend!but the last time i was there last month was not happy especially at the restaurant.the food and drink charges that are charged separately at some point were not important!what i mean the person serving me will get my tip if only am satisfied by his or her services!its not the hotel to make me give the service charge even when i order food and it takes ages to come or be given what i had not ordered.i really hope they will remove the service charge and leave the rest for a guest to decide who to give the the service charge!i was also not happy at the bar when i asked the bar for red dry wine....and when the bill came it was all 660ksh for a glass and i took 3 glasses!its good to tell guests what kinda wine is there,for even customer care purpose!i will not complain on everything,the six floor room attendants are people to be with!all clean and superb!i will always love to stay at the six floor always and every time i visit sarova panafric!otherwise good job,apart from a few here and there!

Room Tip: 6th floor is place to be,facing the swimming pool!
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  • Stayed June 2013, traveled as a couple
    • 3 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
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Anthony N, General Manager at Sarova Panafric, responded to this review, July 19, 2013
Dear Guest,

Thank you very much for sharing your experience at Sarova Panafric with us. We do appreciate your feedback.

It's great that you selected Sarova Panafric and I am glad to read that you found your 6th floor room clean and superb. Sarova Panafric is wholly committed to serve our guests exceptionally and ensure their stay is exceeding. Accept my apologies in regards to the lack of inquiring of which wine to offer you. This is not in accordance to our food & beverage standards and please be assured that I have looked into the same so as to ensure efficiency at all times. If you also would like to make a personal selection of wines, do not hesitate to ask for our expansive and rich wine list. I'm certain our mixologist will be more than willing to recommend you a fine blend. Please note that the service charge is a tax incorporated in the government taxes that is mandatory for all hospitality entities. This is included in the 28% statutory government taxes which goes directly to the government. Our prices are also tax exclusive which is equally indicated on all our menus so as to inform all guests and we've gone a further step to break the 28% statutory government taxes to our guests so that they can have a better understanding. I’m certain next time you visit, you won’t be caught by any surprises and we will definitely keep you engaged with the happenings at Sarova Panafric.

We definitely look forward to hosting you again.

Kind Regards,

Anthony Ngunga
General Manager
Sarova Panafric
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Kalispell, Montana
1 review
5 of 5 stars Reviewed July 17, 2013

On my recent trip to Nairobi, Kenya, I was pleased and very happy to stay at the Sarova Panafric. The service was amazing, sense of security was reassuring, friendliness wherever I went was real and not put on because it was expected of them. I cannot say enough good about it. GREAT!!!!!

  • Stayed June 2013, traveled with family
    • 5 of 5 stars Value
    • 3 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.
Anthony N, General Manager at Sarova Panafric, responded to this review, July 19, 2013
Dear Jolene,

Many thanks for taking the time to share your feedback with us.

We’re ecstatic to know that you enjoyed every element of your stay with us but above all, we’re elated that you enjoyed exceptional customer service and our security measures. Our staff strives to provide warm, welcoming service always, and making your stay with us, as you have stated, GREAT! Please feel free to contact us, in case of anything, the next time you'll be visiting as we always strive to make your stay better with us.

Thank you for your commendation and we appreciate each word.

Kind Regards,

Anthony Ngunga
General Manager
Sarova Panafric
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Mumbai (Bombay), India
Senior Contributor
42 reviews 42 reviews
41 hotel reviews
Reviews in 31 cities Reviews in 31 cities
34 helpful votes 34 helpful votes
5 of 5 stars Reviewed July 16, 2013

I had stayed in this hotel couple of time and its simply great place. This time due to back to back meeting I had to stay at Central business district . But I had taken my clients for dinner here. I had gone for set dinner menu here. This was dinner was simply great one.
This hotel has duty manager by name Mr Ephantus. Just meet him and he will take care of all your issues and will make you comfortable.

  • Stayed July 2013, traveled on business
    • 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.
Anthony N, General Manager at Sarova Panafric, responded to this review, July 19, 2013
Dear Guest,

Many thanks for taking the time to share your feedback with us.

We’re ecstatic to know that you enjoyed every element of your stay with us but above all, we’re elated that you enjoyed your dinner at the awards winning Flame Tree Restaurant. We pride ourselves as being the best continental restaurant in a hotel, following the Chef's Delight Awards. I have personally passed on your commendation tot he kitchen team as well as Ephantus. We always strive to provide warm, welcoming service always, and making your experience with us great. Please feel free to contact us, in case of anything, the next time you'll be visiting as we always strive to make your stay better with us.

Thank you for your commendation and we appreciate each word.

Kind Regards,

Anthony Ngunga
General Manager
Sarova Panafric
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Nairobi, Kenya
1 review
4 of 5 stars Reviewed July 15, 2013

This is our second visit to Panafric Hotel. We Came for a meeting here and the staff was flexible enough to host the many extra people who were present. Meeting rooms are cozy Great food (but costly) and the staff is quite friendly!
The location is near town hence easy to access.
Keep up the good work..Kudos!

  • Stayed July 2013, traveled on business
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 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.
Anthony N, General Manager at Sarova Panafric, responded to this review, July 18, 2013
Dear Essie,

Many thanks for taking the time to share your feedback with us.

We’re ecstatic to know that you enjoyed every element of your stay with us but above all, we’re elated that you enjoyed exceptional customer service. Our staff strives to provide warm, welcoming service always, and making your stay with us great. Please feel free to contact us, in case of anything, the next time you'll be visiting as we always strive to make your stay better with us.

Thank you for your commendation and we appreciate each word.

Kind Regards,

Anthony Ngunga
General Manager
Sarova Panafric
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London
1 review
4 of 5 stars Reviewed July 14, 2013

I had a breakfast meeting on friday morning at the Flame Tree Restaurant. My american colleagues and I had a fabulous Kenyan hospitality experience. The breakfast was very good and the service exceptional. This was all top off by the amazing coffee we had. I am more of a filter coffee man but my american colleagues like their espresso, cappuccino and latte - all of which were exceptional! Can you please let me know who the supplier of coffee is as my colleagues have asked me to buy some to take back to America! Thanks for the experience!

  • Stayed July 2013, traveled on business
    • 5 of 5 stars Value
    • 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.
Anthony N, General Manager at Sarova Panafric, responded to this review, July 18, 2013
Dear Peter,

We're happy to read that you enjoyed your experience with us and that we were able to make your breakfast experience at the Flame Tree Restaurant exceptional.

It's great that you selected Sarova Panafric and I am glad to read that you experienced fabulous Kenyan hospitality with us. Sarova Panafric is wholly committed to serve our guests exceptionally and ensure their stay is exceeding. We’re also elated to read that our coffee topped up your dining experience. We understand the importance of offering high grade coffee especially for our coffee-lover clients and ensure we serve excellently brewed coffee. We definitely are happy to recommend the Safari Lounge Coffee which you can also purchase from the Flame Tree Restaurant.
• Espresso (Beans/Fine Grind): KES 700
• Gourmet (Beans/Medium Grind): KES 900

Please feel free to join our online conversation and stay updated on what's happening by following us on Twitter @sarovapanafric. Thank you for your recommendation and we appreciate each word.

We definitely look forward to hosting you again.

Kind Regards,

Anthony Ngunga
General Manager
Sarova Panafric
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 Panafric

Address: Kenyatta Avenue, Nairobi 72493, Kenya
Phone Number:
Location: Kenya > Nairobi
Amenities:
Bar / Lounge Business Center with Internet Access Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#8 Spa Hotel in Nairobi
#11 Business Hotel in Nairobi
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Sarova Panafric 3.5*
Official Description (provided by the hotel):
Idyllically located 5 minutes drive from the CBD and 18 Kms from Jomo Kenyatta Internationa Airport, amidst beautifully landscaped gardens in a quiet suburb of Nairobi, Sarova Panafric offers 164 rooms in a range of standard, superior, club and suites- all recently refurbished and decorated in a contemporary vibrant African style. Named in honor of the Pan African movement, Sarova Panafric was inaugurated by the first president of Kenya H.E. Mzee Jomo Kenyatta on the 5th January 1965 and truly represents Neo Africa. Enjoy leisurely meals at the lively and warm Flame tree restaurant, once the watering hole for freedom fighters, spies and foreign correspondents and named after the Flame Tree that holds pride of place in the gardens. Sarova Panafric offers state of the art banqueting and conferencing facilities with a range of meeting and function rooms equipped with the latest audio visual and WIFI equipment. To wind up the day, take a dip in the pool or go for a leisurely massage – or simply enjoy a cool drink to the soothing sounds of Africa’s rhythm Sarova Panafric is also located a short 0.5 Kms from Kenya's Landmark 'Kenyatta International Conference Centre (KICC)' , an events venue in Africa. ... more   less 
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Also Known As:
Sarova Panafric Hotel Nairobi
Sarova Panafric Nairobi
Panafric Hotel Nairobi

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