We stayed here for a couple of nights in mid January. We expected to be charged to the credit card provided online prior to arrival, but this did not happen. On arrival, we were told we would pay a higher amount as our rate did not include the 20% discount offered online, even though we had booked online and done so miles in advance. After some debate we managed to get the online rate we had expected. We enjoyed our stay at the hotel for a few days as it is very clean, the staff are nice and it is quite a good location (although a bit out of the way for central Nairobi and on a terrible stretch of road). We paid the discounted amount upon leaving the hotel and went on our way to Mombasa where we were next staying. When I went to use my card at an ATM there, I was unable to do so. Assuming it had been blocked I rang my bank who told me that it had not been blocked, and that TWO charges were due out to the hotel, one which had cleared and the other which had not cleared as I did not have enough money in my account, thus preventing me from accessing my money for the remainder of the holiday, effectively leaving me finanically stranded had it not been for one of my friends being able to lend me the money.
Being charged double for a room and thus prevented from using your card abroad is one thing, but the real issue was the level of customer service we received in pursuing this issue. After approximately 20 phone calls to the hotel including management we received absolutely no response to any of them. I also emailed to no avail. It was not for an entire week and having returned to the UK and contacted the IHG customer care team that any progress whatsoever was made, and this in itself was incredibly slow. Eventually the pending charge on my account was removed by the hotel but no mention of this was made to me and I only found out by ringing my bank and checking again with them.
The whole incident was extremely stressful and caused us vast inconvenience, not to mention incurred some expense from calling and using internet on UK phones whilst in Kenya. While the hotel was absolutely fine to stay in, this level of customer service absolutely falls short of what you'd expect from a four star hotel and I cannot recommend it to any travellers as I would not wish anyone to experience what we did - if this were to happen to anyone travelling without friends or with friends who were not in a position to lend them money they would find themselves in a serious situation.
- Official Description (provided by the hotel):
- Crowne Plaza Nairobi is a new and stylish, 4 Star hotel strategically located in the commercial area of Upper Hill in Nairobi. The hotel is surrounded by multinational companies, diplomatic missions, banks, government offices, insurers and hospitals. Our pillar-less ballroom and 6 boardrooms with state-of-the-art equipment make it the ideal place to stay and meet. The Crowne Plaza Nairobi is just a 30 minute drive from the Jomo Kenyatta International Airport, 10 minutes drive to the City Centre and 20 minutes drive to the famous Nairobi National Park and Animal Orphanage. Crowne Plaza Nairobi has 206 superbly appointed spacious rooms which include thirteen suites, a club floor with its exclusive lounge. All rooms are air conditioned and have high speed wireless internet connectivity. To compliment this is the Business Centre, the double story ultra-modern fitness centre and heated swimming pool, Multiple restaurants and a double story bar, 24 hour room service, a gift shop, money changing facilities, beauty salon, travel desk, secure and ample parking space, and same day laundry facilities. ... more less
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