I have stayed at the Heron seven times over the past 12 months and after the last in a series of disappointments decided not again. The restaurant has not failed to disappoint every single time. Rude staff and items on the menu not available (all seven times!!!) On the second last stay, a group of very very load young americans took over the lobby and yelled at each other and laughed boomingly until two in the morning. We complained FIVE TIMES and still the manager on duty failed to quiet them down. Their noise reached up to the third floor.
The last visit to the Heron, we decided to go for a short walk and outside the hotel decided to rather take a taxi. We approached the taxi from the Focus group, whom we knew from previous trips to the airport. A mini war broke out around us because he was second in line and the taxi people outside insisted we take the first one. We stood our ground and said it is our choice who we choose and we wanted the Focus taxi because of previous good service. In Nairobi you don't get into any taxi.They started threatening each other and then it turned into a tribal word fight and we retreated back to the hotel. When I complained at the front desk, the clerk was rude and unhelpful and said it wasn't the hotel's problem. Really Heron, do you even want guests to return? Finally the main reason why I won't go back is simply the noise levels. Guests who arrive late are load, the acoustics of the front area is such that all noise is sucked up and can be heard in all the rooms. The butler helping guests with their luggage and room keys is load and everything that happens in the corridor can be heard inside the rooms. Compared to Country Lodge where there are notices everywhere asking the guests to be quiet and respectful towards other guests, the Heron really fails when it comes to guest relations. When I travel I want to sleep well and feel rested in the morning.
- Official Description (provided by the hotel):
- The Heron Portico is Nairobi's finest and best known business hotel located at a distance of 3 kilometers from the city center and about 18 kilometers from the Jomo Kenyatta International Airport. The hotel offers accommodations in 108 guest rooms and suites, outdoor swimming pool, Gym, Sauna, Steam room and Gift shop. The hotel is known for its food and beverage offerings, where drinks and meals are served continuously from morning till evening. ... more less
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- Also Known As:
- Heron Hotel Nairobi