I stayed here for three weeks with my husband who was on a business trip. The hotel charged me 100 us dollar per night to stay with my husband (who is a regular visitor since his office has a contract with this place) The staff is friendly, just like most of the people in Kenya. But some of my clothes went mssing during my stay and were never retrieved. So watch out for your clothes!(valuables of course fit into the safe, so you have your own responsibility.
The food is foul, but I have ben told it was once excellent. This has changed. I am usually not fussy, but this place belongs to an interior design company so the design is opulent but hides the fact that there is little quality. No free drinking water in the room (not even a small bottle to brush your teeth) poly cotton sheets and cheapo toiletries. This is not five star, just a lot of shiny curtains to make it look expensive.
Brealfast is first come, first serve so ifyou are late there is no fruit or croissant or brown bread sorry! staff is not to blame though, they are very kind and good fun.
there is a lot of construction going on. ask for a quiet room away from construction and away from t...
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Firstly thank you very much for staying with us recently; we take our guests experiences at Palacina very seriously and your review is important to us.
Report response as inappropriate
I remember you very well and am saddened that you did not express your disappointment with your stay to me personally-in fact quite the opposite you said you were happy with your experience at Palacina. We are extremely disappointed to read your assessment of Palacina and feel compelled to make the following comments.
To suggest that your items were stolen while at the hotel is a very serious accusation of our staff and the housekeeper of your suite. I would like to point out that you came to me saying that a book was missing from your room and at the same time you mentioned that you were also missing a camouflage shirt but added that "you might have left it on safari".
We did in fact find your book as you had forgotten it on the terrace of the lobby and I personally handed it back to you. Based on our exceptional record on safety, security and the profile of our clients; we would simply not be in business if we tolerated theft at the hotel. To think that a housekeeper would have interest in stealing your jacket is highly unlikely when she just recently returned an iPhone left in the room by a client (who was so surprised and grateful). Perhaps it is a likely possibility that you left it on safari as you did your book? While we are the first to respond in such a situation, we should reiterate that these are serious accusations that need to be validated and cannot be made if you are (as you told me) not sure where you left it.
We are pleased to hear that our staff was friendly and courteous. We pride ourselves on the quality & character of our staff above all and I regret that you do not agree with this.
Regarding the hotel pricing Palacina is very proud to have an agreement with your husband’s NGO where we offer them accommodation at less than 65% off our daily rates. We are delighted to be associated with them and with the great work that they do in Africa hence this cooperation as part of our Corporate Social Responsibility (CSR). The extra USD 100 per night for a spouse is mutually agreed with their Nairobi office & on the nights that your husband was away we did not include this charge. To suggest that we are expensive and do not offer value for money is totally contrary to the feedback we get from your husband's colleagues.
Palacina is proud to be recognized as Nairobi’s first and premier boutique hotel. It is family owned and run for the past 13 years and I have had the pleasure of being the Hotel Manager for most of that time. Our owners also have other business concerns including beach resorts, tour operations, aviation & furnishing.
We are therefore family owned, run and managed… & not owned by an Interior Design Company.
I regret that you were misinformed on this and further information is available at “The Palacina Collection” online presence.
As you can see in the previous reviews, the comments on our food is generally excellent and it is shocking that you would describe the food as "foul"! I must admit that this is the first time that I have ever heard anything like this! I wish you would have brought this and any other concerns that you had over your extended stay with us to my attention especially because we personally met & spoke at length on two separate occasions.
At Palacina we do pride ourselves in offering a very personal & hands-on service and I assure you that had I been made aware of your concerns we would have moved made every conceivable effort to ensure that they were fully addressed.
Tony Sawe | General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.