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“Shoddy Beyond Belief”
Review of Ole Sereni

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Ole Sereni
Ranked #15 of 164 Hotels in Nairobi
Dublin, Ireland
2 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
“Shoddy Beyond Belief”
Reviewed November 19, 2012

I cannot express my dissatisfaction STRONGLY enough with the Ole-Sereni Hotel.

I was one of a party of six who had flown from London to arrive after midnight in Nairobi just over a week ago, to be picked up at the airport by Ole-Sereni as arranged, only to arrive at the hotel at 12.30, tired and travel weary, to be told they did not have our rooms - they had SOLD them on!!!!.

We had all the booking confirmation emails with us, they had our credit card as security and nothing - they didn't give a toss. We asked for the duty manager and to say he didn't care about leaving six tourists high and dry in Nairobi after midnight is an understatement!! he even stood in the lobby and watched us leave without as much as an apology.

One of the ladies at reception arranged rooms for us at a nearby hotel but we were not permitted to leave and go to this hotel until she had taken a copy of our passports and took payment (again) for the second hotel, plus the cost of collecting us from the airport, and plus the cost of the cars to take us there. It was quite clear to us that this was a standing arrangement with the second hotel and we were not the only tourists to be treated in this way - and there were two more groups of international travellers at the counter getting the same appalling treatment.

  • Stayed November 2012, traveled with friends
    • Service
Helpful?
4 Thank MichelleMcI
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ghulam S, General Manager at Ole Sereni, responded to this review, December 5, 2012
Ms. Michelle,

Thank you for taking time to log your feedback.

May I profoundly apologise for the series of grave inconveniences you faced during your recent experience. A standard hotel surely stands for far superior levels of service and obviously we failed to make our mark.

I thoroughly understand your aggravation as you deserve far superior level of care and service levels.

I can assure you that I have taken stock of your inputs with the concerned Dep't heads and we have addressed it with outmost priority.

Should you ever happen to visit this part of the world in future, may I please request you to reconsider our services as you will have my singular attention towards it.

Once again, thank you for your inputs and hope to welcome you back.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
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  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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Hallevik, Sweden
Level Contributor
55 reviews
34 hotel reviews
common_n_hotel_reviews_1bd8 45 helpful votes
Reviewed November 18, 2012

The room was great but relatively small. It was however nice decorated and it had all essential things that you could need, inclusive AC.
The food in the outside bar was very nice and tasty but the service was very slow. I had to ask quite a few times before I could order and it took at least thirty minutes before the food, I only ordered toasts, to come.
The breakfast was lovely and tasty.
If you have an early flight, choose this hotel, it only takes you 15 minutes to the airport.

  • Stayed September 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Birgit B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level Contributor
8 reviews
3 hotel reviews
Reviewed November 17, 2012

Had lunch at big five restaurant. Food took a long time but was worth the wait. Restaurant staff very slow and lacking in energy. Plates not cleared from table long after we had finished. Tried several times to catch eye of any waiter and eventually got one to give us our bill. For prices charged, the service is average.

  • Stayed November 2012
    • Location
    • Cleanliness
Helpful?
Thank Glojas
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Peterborough, United Kingdom
Level Contributor
8 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed November 17, 2012

Good location for both airports some rooms have nice views over the national park which we were lucky to have. The hotel its self is very nice with good facilities however it is severley
let down by incompetent staff and management

  • Stayed November 2012, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank sally_farrington7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Aptos, California
Level Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed November 16, 2012

I stayed one night at the Ole Sereni at the recommendation of my travel agency, True Africa. I needed a place to stay while waiting for a flight to Addis the late the next day. True Africa arranged for all my transfers and lodging and everything went very smoothly. The hotel is very nice, modern and the public rooms are beautifully decorated. Front desk service was very good and the restaurant was excellent. I spend most of the late morning and afternoon on their veranda overlooking the park. Don't expect much in the way of wildlife viewing however. I only saw one antelope and an ostrich in the distance. The Ole Sereni is a bit expensive, but its location , nice rooms, and good restaurant make it a very pleasant stay for people flying in or out of Kenyatta airport.

  • Stayed October 2012, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Kathryn B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Nairobi, Kenya
Level Contributor
52 reviews
39 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
Reviewed November 14, 2012

Nice clean and good hotel with good service. The room was good. Check-in was good and fast. Food in the restaurant is excellent, well presented and the service is superb. Kindly note i am a regular visitor to this hotel and member of the Gourmet Club. They have nice theme nights in the restaurants esp for Friday and Saturday. The hotel is conveniently located on the main road to the airport and Mombasa. You will definitely love the experience.

Room Tip: Choose park facing rooms, there is a watering hole where you can chance to see some animals early mo...
See more room tips
  • Stayed November 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Peter L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Gillingham, United Kingdom
Level Contributor
34 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed November 9, 2012

We had stayed on 3 separate nights in Ole Sereni, at the end of September 2012. The hotel is great for an overnight or short stay, however as the rooms are small, it would not be ideal for a longer visit.

The location of the hotel is ideal for onward travelling, it is about halfway between the International airport and Wilson Airport. If you not going into down town Nairobi, best to stay outside as the traffic can be horrendous, 2 hrs for a couple of miles of journey.

We first arrived in the evening from Heathrow, with a morning flight to catch from Wilson to Mara, the second time, we booked in lunchtime after returning from Mara, with a morning flight to catch from the International airport to Zanzibar. Finally another evening arrival from Zanzibar and returning following night to UK. The staff was at all time very friendly and helpful. For our final day we have arranged a late booking out from the hotel at 6 pm, so we could relax and meet up with some friends for lunch.

The decoration of the hotel is beautiful. The terrace overlooking the National park is great place to eat, drink or just chill out. There is an outdoor swimming pool, which looks inviting, however we did not had time to try it out.

As I mentioned the rooms are on the small side, but they where very clean, and tastefully decorated. There is a mini bar with free mineral water, tea and coffee making facilities and a safe. Also shampoo, soap and shower gel provided and a hair-dryer. We stayed 2 nights in rooms facing the National park. This rooms are a bit larger and more expensive, but the view of the park is great and we have seen giraffes, zebras and ostriches before getting dressed in the morning. Also the bathrooms have baths, instead of just shower cubicles. The rooms overlooking Mombasa Road are decorated same as the park view ones, slightly smaller and only showers.

We had 3 breakfasts, 2 dinners and buffet lunch in the hotel and both the service and the quality of food was excellent. The shop is well priced and we have bought some items for bringing home as presents.

All in all, it is a very good hotel, and would stay again. Already recommended it to friends who are going to stay there next year.

  • Stayed September 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Dorset1995
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Ole Sereni

Property: Ole Sereni
Address: Mombasa Road, Nairobi 00500, Kenya
Location: Kenya > Nairobi
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#9 Spa Hotel in Nairobi
#13 Family Hotel in Nairobi
#15 Luxury Hotel in Nairobi
#15 Business Hotel in Nairobi
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — Ole Sereni 4.5*
Number of rooms: 134
Official Description (provided by the hotel):
Ole Sereni is a premium wildlife resort strategically located just off the Mombasa road overlooking the Nairobi National Game Park. Centrally positioned between the international airport and the city center, this is the only hotel bordering the wilds of the National Park. Ole Sereni offers all comforts and services to the business as well as leisure travelers and enjoys proximity to the central business district, international organizations, financial institutions, government offices and industrial area. ... more   less 
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Also Known As:
Ole - Sereni Hotel, Nairobi Hotel Nairobi

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