Hilton Nairobi

Excellent customer service in every aspect

Everything was super excellent apart from when making reservation I was advised checking time to be 10.01am, we arrived at 11:30am and was told check in time was 2pm, so we had to wait. Secondly I reserved two rooms next to each other but when we got there our rooms were on different floors

We had paid extra to have 2 queen beds, but were told at check in that it wasn’t even an option to have 2 queen beds. They brought in a roll away cot, but gave no discount because our room was prepaid. They also added a charge for shuttle to the airport, and charged us extra for WiFi even when we’re Hilton honors members. The ‘continental’ breakfast was offered to us at an additional $19.00 per person per day, which we declined.

Booked based on the reputation of the Hilton name and Central location, but immediately regretted it. The room was small, outdated and had a moldy small inside as well as in the hallway. The hotel has serious deferred maintenance and updating needs. The shower flow was strong, but the toilet took 2-3 flushes every time. The restaurant and cafe were extremely overpriced.

The place is so outdated and in a very bad condition. its has lost its glory. the same carpets that were there 10yrs ago are still there. the rooms are appalling. instead of changing the toilets they repaint the covers etc. hope it is renovated soon before it looses all its customers.

Booked two rooms on the discounted rate at Nairobi Hilton. During first stay had to upgrade to check in early however on return trip back to Nairobi there was no need. Given probably the worst room in the hotel. No aircon, only one light, fridge broken, one bin, stale smell! Hotel tried to fix air con and eventually offered alternative room but due to inconvenience involved did not take it and put up with the poor facilities. In defence of Hilton they did waive the room service bill without any prompts. However reason for the negative feedback is that a hotel of the stature of Hilton should ensure rooms are checked to ensure they are fit for purpose and all guests are afforded clean and functional rooms regardless of what rate has been paid. Very poor representation of the Hilton brand. I hope they undertake a major refurbishment of an iconic but very aging hotel. Staff must be commended for trying their best.

Very tired looking hotel. Paid for upgrade to check in early. This gave breakfast and access to executive lounge also. Area very busy with no go areas identified by staff. Generally hotel needs a major upgrade ( opened in 1969! and seems nothing added since then !) . Iconic building hence why i wanted to stay at the hotel. 2nd stay on Sept a lot worse !

It was ok. I would rate it 3 stars Not enough plugs for technology. Wifi connection was good.

I would stay there only when I can't avoid.

GREAT