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Reviews (843)
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All reviewsthe flame tree restauranttulia spahot towelsbreakfast buffetsecurity staffrooms are cleangift shopshort stayconference facilitiesvisiting nairobistayed here for one nightsarova stanleybusiness hotelsafaribensonkenyairene
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578 - 583 of 843 reviews
Reviewed September 30, 2012

We stayed there because we had to. We were on our way to Masai Mara en that was too far.
Downstairs it looks very beautiful and it is. It is very nice but when you come to your room it is a big dissapointment. The rooms are very small and old. The room was not very clean and the bathroom was not very much. Like I said it is good for one night but than you have to get the hell out of there.

Room Tip: pick another hotel
  • Stayed: September 2012, traveled as a couple
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Thank Jacco S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Anthony N, General Manager at Sarova Panafric, responded to this reviewResponded October 5, 2012

Dear Guest,

We’d like to thank you for your feedback; guest reviews are by far the most important reviews we receive.

We're absolutely saddened by your experience with your room. We apologize profusely. Not only do we want each guest experience to be seamless, but we also take cleanliness with the utmost seriousness. We can assure you that this is very out of character and that our team does take the utmost care with all products, not the least of which being rooms: our rooms are cleaned every single day and upon guest check out with standard, stringent and unbendable procedures. The guest rooms are then inspected by the Executive Housekeeper to ensure everything is in order. With that being said, we're certainly not making excuses, and we assure you this will never happen again. We hope you can trust our sincerity, and we thank you again for sharing this feedback with us as it has prompted us to be more diligent than ever.

We hope this initial experience will not deter you from staying with us again.

Warm Regards,

Anthony Ngunga
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 29, 2012

This hotel is ok for a overnight stop over. I have stayed there twice. The first room had a doggy shower and thew water went everywhere - think it was a dirty shower head but the second room was great. The foyer looks better than the rooms. The rooms are just average. The dinner in the restuarant was good and breakfast was great. Forget dinner by the pool. All took too long and one friend received a raw burger which after speaking with the duty manager was resolved to satisfaction. Would I stay there again - possibly.

Room Tip: rooms higher up might be safer
  • Stayed: September 2012, traveled with friends
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Thank 62Cath
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Anthony N, General Manager at Sarova Panafric, responded to this reviewResponded October 5, 2012

Dear Guest,

Thank you for your candid feedback on your stay at Sarova Panafric.

We’re happy to hear that you continue to return to Sarova Panafric and did enjoy your breakfast at the Flame Tree Restaurant. I am quite dismayed to hear about your shower experience. I apologize for this and would like to let you know that your feedback has been duly noted. You’ll be glad to know that my team and I are working on replacing the particular shower heads so as to ensure this doesn’t recur. It’s also with great concern to hear about your Pool Garden experience. I assure you that this is not in accordance to our standards and corrective action has been taken. We have definitely taken up your feedback to better our service and product and to ensure that your next stay is flawless.

We look forward to having you again.

Kind Regards,

Anthony Ngunga
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 24, 2012

This was a great place until I got robbed out of my hotel safe. My coworker in another room was also robbed from his safe the same week so we are pretty sure we were right about what happened. The hotel called the police but of course we never got our money back because they said it was 'impossible' for anyone to get in. I say it was 'impossible' for me to mis-count the exactly four bills I had in the safe, two of which went missing. Also on 3 consecutive days, I had to tell the front desk that the cleaning people had left open my 1st floor window, facing a common garden, accessible by all guests and staff. Nothing else went missing but still this is a big oversight.

Other than that, it was a very nice place and the event we hosted there over 4 days went well. Sadly because of the security issue I can't recommend it.

  • Stayed: October 2011, traveled on business
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1  Thank margaretelise
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Anthony N, General Manager at Sarova Panafric, responded to this reviewResponded October 16, 2012

Dear Margaret,

I would like to thank you for your recent stay at Sarova Panafric and would also like to express my sincere appreciation for your Trip Advisor review.

I am saddened to hear about your room experience. This is indeed quite surprising as we have stringent security procedures that see to our guests’ safe keeping. One of them being the safes provided in all our guest rooms that can only be accessed by the guest after inputting their personal code which we advice our guests not to share with anyone else. If at all one attempts to open the safe using the wrong code thrice, the safe locking system completely shuts down and only a special key, provided after the client reporting to the authorities, can be used to re-open the safe. As a standard procedure, we also like to involve the local police in any such cases so as to have a third party and official investigation. Immediately after you reported the loss, a thorough investigation was carried out by the Deputy Security Officer so as to uncover any theft. Following an official report from the Kenya Police, after interviewing you and your colleague, you both stated that you never at any one time left your safes open neither did you experience a technical problem with the safes. We greatly encourage our guests to counter check their expenses and receipts within and out of the hotel to ensure their spend and cash balance is in order.

We look forward to having you at Sarova Panafric the next time you visit Nairobi.

Warm Regards,

Anthony Ngunga
General Manager
Sarova Panafric

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 21, 2012

The Sarova Panafric is luxury for the traveller, with every amenity in the room. The safari-bound visitor gets a sendoff with an enormous breakfast buffet, with every imaginable taste and cuisine attended to. The only drawback was a rather cold swimming pool, and a tired locker room, where little attention was given to upkeep or amenities. A very pleasant lighter dinner, poolside, made up for this, with very attentive wait staff--in a rather deserted restaurant, looking like this hotel is mostly to launch visitors on their tours, rather than tend to their interests in town,

Room Tip: Ask for an upper floor room with view of the city.
  • Stayed: August 2012, traveled on business
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Thank Gust02
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Anthony N, General Manager at Sarova Panafric, responded to this reviewResponded September 26, 2012

Dear Guest,

Thank you for your wonderful review.

It’s a joy to receive glowing feedback from our guests, and especially as it pertains to excellent service and food. We pride ourselves on providing fantastic service, and we work each day to enhance the guest experience even further. Our Flame Tree Restaurant team is so excited that you were blown away by our enormous breakfast selection. We do understand that this is the most important meal of the day and therefore work effortlessly to ensure our guests fully indulge. Having a heated swimming pool is one of our long term projects and once this is done, we’ll be sure to let you know. Our Pool Garden Restaurant is mostly enjoyed by our clients who prefer an outdoor meal next to the pool especially at lunch hour as opposed to the hotel’s flagship restaurant, Flame Tree Restaurant that is normally a fan to many.

We hope to welcome you back again in the near future. It would be our pleasure.

Warmest Regards,
Anthony Ngunga
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 19, 2012

My husband and I had a good stay in Sarova Panafric and the room was good and the breakfast was including different kinds of food. My problem was the travel agent, and thanks
for Ephantus who handled that at last. Thanks Sarova teem.

  • Stayed: September 2012, traveled with family
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Thank Ghadarahman
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Anthony N, General Manager at Sarova Panafric, responded to this reviewResponded September 25, 2012

Dear Guest,

Many thanks for taking the time to share your feedback with us.

We’re ecstatic to know that you liked our rooms plus the delicious breakfast at The Flame Tree restaurant. But above all, we’re elated that you enjoyed exceptional customer service. Our staff strives to provide warm, welcoming service always, thus it's incredibly rewarding to know that a guest has experienced just that. Please contact our Central reservations directly the next time so that we can ensure you have seamless reservation made.

We do look forward to having you visit us again.

Regards,
Anthony Ngunga
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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