My fiance and I booked well in advance to try out this hotel for our dream honeymoon the evening of our wedding. The hotel was paid for in advance. They were also notified of our plans to marry earlier that day. While I was at the alter, I received a call from Sovereign Suites explaining they were cancelling our reservation for the opportunity to make more money hosting Kenyan government officials. After explaining that I was in the process of getting married and asking Sovereign Suites to contact me via SMS or email, the hotel proceed to call me several times.
Sovereign Suites offered to switch my wife and I to the Intercontinental Hotel in Nairobi. As an apology, we were told we were being given the honeymoon suite. When we arrived at the Intercontinental, we were informed that Sovereign Suites never made the booking. After two hours of being "sorted" we were led to a standard room. Although Intercontinental hotel staff were helpful, they apologized and explained that Sovereign Suites does not want to offer the upgrade we were promised. Upgrading rooms at our own expense was however an option.
We wasted another hour or two talking with Sovereign Suites on the telephone. Their only other solution was to put us up in some of their hotels in Naivasha that were less expensive than Sovereign Suites and much less luxurious "at no additional cost to us." To make a long story short, my wife spent a good portion of the day crying and we slept in our own bed on our wedding night (with the cousins in the next room). We were told to expect a refund in 10-30 days "at no additional cost to us." This hotel was a major disappointment!