We stayed one night on our way to the Maasai Mara. We were due to have a transfer by the hotel at 7.30am (all booked and paid for) the following morning to Wilson airport to catch our plane for our safari. At 6.30am we started asking at reception about the transfer and where we should meet our driver/ transfer. We were fobbed off as reception was so busy with check outs. They clearly did not have enough staff. We were told to return after breakfast which we duly did, checking out at the same time. This was at 7.15am- in plenty of time for our BOOKED transfer. We were told to take a seat and the the driver would be with us shortly. Every 5-10 minutes we checked with reception and he was always on his way. Eventually at 8am I had had enough- we were due to check in for our flight at 8.30am for a 9.15am flight and having experienced the traffic on arrival the previous day I was extremely anxious and getting increasingly angry at the lack of response / interest from the hotel reception staff. Finally I demanded a taxi immediately - at their expense to take us to the airport. We had a hell ride through the back streets of Nairobi and go to the airport at 8.55am -25 minutes after our designated check in time. By some fluke the plane was late departing so we were still able to board.
This hotel nearly destroyed a well planned and eagerly anticipated holiday. The reception staff are inefficient, there is no continuity in terms of service delivery and they actually couldn't care about their clients. We had asked to speak to a manager, but the manager was singularly unavailable. Really a poor show!
I would avoid staying here if you have a plane to catch. Even a booked and fully paid transfer through the hotel holds no water with them- blatant disregard for customers.
- Official Description (provided by the hotel):
- Eka Hotel a Nairobi hotel is ideally located along Mombasa Road in Nairobi the capital city of Kenya. It is situated minutes away from the Jomo Kenyatta International Airport, 5km from Wilson Airport and 5km from the bustling central business district. If you are looking for safari hotels, Eka Hotel is within easy access to the city’s many attractions and entertainment venues which make Eka Hotel an ideal safari accommodation hotel. ... more less
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