We came to this hotel late in the evening after landing at the airport. What we should have received was a pleasant, clean hotel in which to rest our tired bodies. What we actually got was very different.
First of all, despite having booked the hotel and prepaid for it through a local Nairobi travel agent weeks ago, the woman at the desk could not find our reservation. She adamantly claimed it wasn't there, and we stood in the (small, dirty) reception area for 40 minutes while she called around to the other PrideInn hotels in Nairobi. We finally agreed that she would find us rooms, and we could sort out the rest in the morning.
The rooms were... disgusting. My dad's room had no electricity and was pitch black, so at 11:00 at night he is was outside on the landing trying to sort through his suitcase before going in to the room. Our room was dilapidated, and smelled awful. They actually had urinal pucks scattered around the floor of the bathroom / shower! There were holes in the walls and ceilings, and the beds had worn sheets and one thin pillow. After taking a shower we couldn't get the water to turn off, so we had to get help from the reception area.
Next morning it went on. The (same) receptionist magically located our reservation once our travel agent showed up in person. No apologies were made. She could not, however, figure out how to call our room and had to walk over to get us. We got out of there as fast as we could, but not without one of the reception goons running after our car to make sure we had paid our bill. Which as I stated before had been prepaid.
Awful, awful place. The worst.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Management do apologize for the inconvenience cause during your visit to PrideInn Lantana.
It is with great concern to realize that despite reserving and making the payment in advance, you experienced unpleasant check-in. This might have been a miscommunication between our reservation and the tour agent with reference to the name used on the reservation.
We heartily empathize for your room condition. But we would like to assure you that our key concern in accommodation is to ensure high standard of hygiene and that is what PrideInn is all about.
On the other hand, we do understand, everything else might have seemed to be the worst simply because of the unpleasant check in. We would like to assure you that the right action will be taken as soon as we conclude our internal findings.
PrideInn Hotels & Conferencing does not encourage unprofessional attitude. Our goal in customer handling is to ensure that we not only satisfy the need and provide the value, but create a good relationship with our clients.
We appreciate your views and time you took to address the issue. Lawrence Kinyua, Group Training & Development Manager.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.