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“Awesome view but terrible service”
Review of Ole Sereni

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Ole Sereni
Ranked #16 of 167 Hotels in Nairobi
Certificate of Excellence
Reviewed March 14, 2013

We went there for drinks in the evening and to enjoy the sunset overlooking the Nairobi national park. Entrance is through the hotel on the first floor. We waited near the door that goes to the open terrace to be seated at a table outside. The view from that terrace is amazing. If you're lucky, you get to see some animals in the distance in the national park. Its a great place to see the sunset in Nairobi. So we waited and waited with tables empty but nobody came to ask if we wanted a table until finally one of us went and said please arrange a table for so many people (we were about 10). The waitress said okay in a very subtle tone and hurriedly put one together. Got a good view right near the edge of the park. So we ordered and had our drinks, etc..saw the beautiful sunset. Bill came we paid and got the receipt and change back. We always cross check the bills there for obvious reasons. So the change was short. When asked, the waitress said 'oh we don't have that change'. We spoke to the managing guy there and said its not like we would have minded but its courtesy to tell customers such things. Not everybody checks their change always. Even then, not a single apology from them! I'm not sure whether its a racist issue or what! I just did not have a pleasant experience with the service there.

  • Stayed: January 2013
    • Location
    • Cleanliness
Thank ruhar
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 reviewResponded March 16, 2013

I Thank You for taking time to give us your reviews.

I would like to sincerely apologise on the service lapse you experienced. Ole-Sereni surely does not stand for this level of customer care.

May I request that you allow us another opportunity to make up on the error.

I look forward to welcoming 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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985 - 991 of 1,321 reviews

Reviewed March 12, 2013

Great view in a busy city next to wildlife park. Hotel staff accommodated change of plans to extend a day of travel. Transportation provided around the city, for a fee. Buffet good but pricy. Get rooms facing the park. Animals not plentiful because of the proximity to the city, but few hotels in a city have impala, giraffes, ostriches grazing outside. A good place to stay in a busy, congested city.

Stayed: February 2013, traveled with family
Thank Hale F
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 reviewResponded March 14, 2013

I sincerely Thank You for taking time to give us your feedback.

I am very pleased to know that your stay was a pleasant one.

We look forward to having you with us soon.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 11, 2013

we've used this hotel a few times now as either a first stop before going on safari or at the end of our trip. The hotel provides a perfect place to relax, lounge by the pool and still watch wildlife wander past as it is located right next to the Nairobi National Park.

Food is very good - breakfasts in particular are great.

Rooms,whilst not huge, are very good and nothing is too much trouble for the attentive staff. Be sure to ask for a room on the park side though, the other side faces a onto a busy road.....

  • Stayed: February 2013, traveled as a couple
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Thank Tim O
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 reviewResponded March 14, 2013

Tim,

Thank you for taking time to give us your positive review.

I am very pleased to learn that your stay was a pleasant one.

We look forward to having you with us soon.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 10, 2013

I use the Ole Sereni frequently for business. During my last visit we saw an amazing sight thanks to Shadrack Wawire! He called us (my wife and I) at 7 a.m. to tell us to look out the window. We opened the curtain and there was an amazing gathering of giraffes, zebra, ostriches and antelopes at the water hole! It was a great visit.

Other than that, the service and staff are great! Very friendly staff and a great breakfast. Try the braised lamb shank when you're there!

PS: Unfortunately all I had was my cell phone for a photo but if you zoom in you'll see some of the water hole "customers"!

  • Stayed: March 2013, traveled on business
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Thank James R
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 reviewResponded March 11, 2013

Mr. James,

I thank you sincerely for taking time to give us your positive feedback.

It's our Team's constant endeavour to ensure that every guest of ours enjoys the finest of service levels ad I am glad that Shadrack ensured it is delivered.

We will surely share your sentiments with Shadrack and thank you for acknowledging his efforts.

I look forward to welcoming you back.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 9, 2013

We stopped here for one night at the start of our trip and for us, the hotel was superb. We flew into Nairobi in the evening, and the hotel was a perfect stopping off point for the evening. Outside of the city proper and close the airport, sits on the border of the Nairobi National Park.

We were greeted at the door by efficient porters and handed a glass of fresh mango juice in reception while our check-in was being sorted.

Rooms were large and well-decorated and equipped, and ours at least was very clean.

Breakfast was a large buffet with a chef cooking certain items fresh on demand. Also, considering many reviews say there are no animals by the hotel, we were lucky enough to see giraffe and impala grazing nearby whilst we ate our breakfast, so I think it just depends on your luck!

Overall, a good choice for us.

  • Stayed: February 2013
    • Value
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Thank Sue F
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 reviewResponded March 11, 2013

I thank you for taking time to give us your poitie feedback.

I am truly pleased to learn that your experience overall was a pleasant one.

Thank you for clearing the air on sighting of animals in the Park. Its not consistent but a matter of sheer luck andI am glad you got the opportunity to spot them.

We look forward to welcoming you back.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 9, 2013

I stayed in this hotel for two days for business. The location is perfect to enjoy the peaceful atmosphere of africa even if you stay only a few days in kenya. the hotel is facing the Nairobi national park and very near from the airport.
The rooms were clean and confortable. The restaurant offers a wide variety of tasty and fresh food. I would recommend this hotel. If you have a bit of time, I also recommend a game drive in the park.

Room Tip: Ask for a room with a view on the park.
  • Stayed: February 2013, traveled on business
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1  Thank carsonmc
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 reviewResponded March 10, 2013

I sincerely Thank You for taking time to give us your positive feedback.

I am indeed pleased to learn that your stay was pleasant and we will surely share your sentiments with the Team.

We hope you will reconsider Ole-Sereni during your future travels to Nairobi.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 9, 2013

I had no expections and was therefore really delighted with every aspect of this hotel. My only slight negative was that the mattress was incredibly hard but I still slept ok. The staff were fantastic and the food was delicious and there was a really good selection.


  • Stayed: February 2013, traveled with friends
    • Value
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Review collected in partnership with Easytobook.com
Thank Rachel W
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 reviewResponded March 10, 2013

Ms. Rachel,

Thank you for taking time to give us your positive comments.

I am truly delighted to learn that your stay was a pleasant one except for the hard mattresses.

Please allow us to lok into it right away.

I thank you again for sharing your views and look forward to weloming 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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Additional Information about 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:
#8 Spa Hotel in Nairobi
#13 Family Hotel in Nairobi
#15 Luxury Hotel in Nairobi
#15 Business Hotel in Nairobi
Price Range: $185 - $286 (Based on Average Rates for a Standard Room)
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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