I actually did not stay here...our kids did (actually not really kids..they are in their mid 20's). We relocated to Africa and decided that after 5 years, to fly the kids over to have an "African Christmas." This was the first time the kids have been out of the States, and they were a little nervous making the 40 hour trip by themselves. Everything went smoothly until they missed their connection in Nairobi. They were tired, scared, and did not know what do do since the delay was 38 hours. They had no cell phone (the CDMA network of Verizon does not work in Africa), so after 3 hours of them paying random people in the airport for the brief use of their phone to call me in Zimbabwe, I realized they would not get anywhere with Kenyan Airlines. I called the Boma Hotel and asked them to help us with the situation. They sent a personal car to the airport with a sign for the kids, picked them up, and half the staff welcomed them when they got to the hotel. They said they felt like royalty. They got them settled into their room, and then checked with them a few minuted later to make sure their Internet was working (I asked for this so I could talk with them over e-mail to everything sorted). EVERY step of the way, the management notified me about what was going on...the driver found the kids, they are on the way to the hotel, they are now here, they are checked in, etc (this really helped since my wife was nervous about the situation). Over the next day, they arranged for a private city tour and kept them busy exploring the city and taking advantage of their unexpected time in Kenya.
In the words of the kids (take it with a grain of salt since their travel experience is limited only to the US)....it was the nicest hotel they have ever stayed in, with the best service they have ever experienced.
From our perspective, they took excellent care of the kids and really put us at ease while they were stuck for a day and a half. Their communication was excellent, they assistance was greatly appreciated, and their stay at the Boma enhanced their trip...rather than talking away from it. We can not thank them enough. The staff truly do understand customer service and attention to details.
To make things ever better, the hotel is owned by the Kenyan Red Cross and all proceeds go to support local efforts in Nairobi...a hotel that helps.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Greetings from The Boma, Nairobi!!!
We are happy to have been of service to you and your family especially at this time that you really needed it. Our team is committed to ensure that all our guests feel at home always. Your comments are very encouraging and i will definitely share with the entire team who made a difference of the situation all the way.
We look forward to hosting your entire family at the Boma where hospitality is at its best with all profits of our establishment funding the humanitarian activities of the Kenya Red Cross Society.
Ali Kibwana | Rooms Division Manager | The Boma Hotels | P.O. Box 26601-00100
(office) +254 20 3904000 | (cell) +254 719 050 000
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.