I had an overnight transit stay in Nairobi (24 April 2019) and decided to choose a hotel not too far from Nairobi airport. As my flight from Entebbe (Uganda) was arriving in the evening - and hence a late check in - I decided not to book 4/ 5 star hotel and instead opted for a 3 star hotel (with wi-fi), which I booked via a reputable online travel company, a couple of days before. My booking was confirmed by the hotel when I emailed to advise them that the online travel company had not sent me a confirmation email for my booking. I asked the hotel to arrange for a taxi to pick me up from Nairobi airport, which they kindly arranged once I sent the flight details. I was promptly picked up by the taxi driver, who messaged me on landing and waited with a sign by Arrivals. The hotel is a good 15 to 20 minute drive from the airport, even at approximately 10pm on a Wednesday evening. It is not in the immediate vicinity of the airport. On arrival at the hotel, there is security at the entrance barrier. The concierge collected my luggage from the car. Check in was swift and my luggage was taken by lift to my room on the top floor. On entering the room, I saw a cockroach scurrying along the bedroom flooring and the concierge was discrete in trying to conceal it. The room was clean enough, spacious and the facilities were what you would expect of a 3 star hotel. The quality of the bathroom and toiletries were average - slightly dated and needs a re-touch. The room was comfortable enough but the decor was a little dated.There was a mosquito net, but no air conditioning, so you need to open the window to get some ventilation. This in turn lets mosquitoes in and also means you have to put up with outside noise with a local bar and other businesses in the immediate vicinity. It its worth noting that the hotel sits in a complex that it shares with other businesses, so there is constantly vehicles and people coming in and out of the car park. Anyway, I quickly showered (water was hot enought) and tried to log onto wi-fi, using the password provided by reception. It failed to work and I tried numerous times before speaking to the receptionist at front desk (who I won't name as its not my style but they know who they are), who had given me the wi-fi password at check in. They advised me it was the right password and that I should continue trying. I kept trying and eventually feel asleep as was very tired. In the early hours of the morning, I awoke and I rang the same Receptionist again and they then advised me that there have been problems with the wi-fi in guest rooms since early the day before, which means the Receptionist was aware that it wasn't working at the time of giving me the password but didn't say anything. When I asked why they gave me incorrect information at checking in, they didn't respond. Twice, the same Receptionist, agreed to call me back as they said they were going to speak to the IT person, who apparently was not based in Nairobi but was trying to fix the issue, remotely. I advised the Receptionist that I needed to use wi-fi to send an urgent document and had selected this hotel as it stated it had wi-fi. I even asked the Receptionist to confirm whether the wi-fi outside of the guest rooms was working i.e. downstairs in the lobby and restaurants - that way I could go downstairs if need be. `They said they would confirm to me. Unfortunately they never contacted me with any updates and simply left their shift, without a word to me on this issue. What appalling customer service.....the first port of call in a hotel is the reception and the tone and manner they set shapes one's stay as first impressions always last. I woke up, rather agitated, with little sleep given the noise from the local bar and the frustrations with the Receptionist. I had my shower, which was lukewarm - then went to breakfast. I was warmly greeted downstairs by a now different Receptionist called Shanice, very pleasant and welcoming, who had just started her shift on reception. I advised her that it was agreed that I would store my luggage as my flight was later, and she was very obliging. I proceeded to the dining room and was warmly welcomed by `Evelyn, the Restaurant supervisor. `I sat down - there were not many people given apparent low overnight occupancy - I was served with some basic fruit of orange slices, cereal and a nicely presented and well cooked, tasty breakfast of omelette, sausages, mushrooms, potato cakes, pancake, toast - with butter, jam and bread. I enjoyed nice hot coffee. I asked Evelyn if the wi-fi was working in the dining area - she confirmed it was and she immediately gave me a password, which I tried and worked. So I was now finally online at 8am, some 10 hours later than I would have liked but I was online nonetheless. I spoke to Evelyn about my frustrations of the issue I had overnight with the lack of communication from the front desk Receptionist over the wi-fi issue in the bedroom. I asked for the name of the manager I should be complaining to. Evelyn advised me it was Matthew, the General Manager(GM) and pointed him out to me as he was sitting nearby. Evelyn took it upon herself to go and speak to Matthew. After `I finished my breakfast, `Evelyn came to me and was very diplomatic in advising me that there were apparently issues with wi-fi in the rooms overnight (change in weather) but understood my frustrations with lack of communication(and lack of transparency of the wi-fi status) - which was my main issue, not the absence of wi-fi per se. Evelyn - aware I had a flight later - advised me to relax for the day in the dining room and reception area - and that the GM stated that as a Goodwill gesture I could have a complimentary lunch on the hotel. Whilst this was a nice gesture (it would have been more professional, as GM and ultimately the overall responsible person if Matthew had taken ownership and spoken to me in person). Anyway, I really enjoyed a very nice buffet, which included local food. During the whole day,(My evening taxi was at 8pm) I was kindly attended to by Evelyn - even though she was also presiding over a conference event in the adjoining wing of the hotel. Evelyn regularly checked up on me to ensure I was fine and even recommended I took my lunch at a time before the conference delegates were due to break for lunch, so that I could have first pick of the buffet. I was very impressed with Evelyn, a consummate professional and in my humble opinion, she exhibited the behaviours of a manager - not a supervisor. Trust me I have visited all manners of hotels around the globe and very few managers even match up to what Evelyn does at this hotel as a 'supervisor', essentially doing a managers job. I sat in the outside court area of restaurant area for most of the day, with a great wi-fi signal and whilst the seats weren't particularly comfortable, it is a 3 star hotel and the seats were fit for purpose. After the lovely lunch and a stroll outside, I decided to retire to the reception area as it had newspapers there, a comfortable sofa and was cooler. There I was kindly attended to by Shanice at reception, who was very informative, professional - only spoke when spoken to - had a good rapport with customers and staff in person and on the phone. As Evelyn was about to sign off her evening shift(approximately 7pm), she came to say goodbye to me and wished me a safe flight. As a final gesture, Evelyn arranged some complimentary coffee for me, which arrived in a teapot of hot milk and a nice brand of coffee in sachets. A nice touch. I then quickly freshened up and my taxi arrived on time at 8pm. Shanice offered to help me move my luggage from the reception area to the taxi and ensured my send off was pleasant. I thought long and hard about what score to give this hotel. Let me clear, this is a non pretentious 3 star hotel, right bang in the middle of a very large housing estate, namely Uhuru. It has no frills, fairly basic, what you see is that you get. it is located in the heart of the business district within the housing Estate, so there is a lot of noise, day and night. The rooms are basic, the washrooms by reception need improving - some of the toilets there need fixing - and besides, you would expect refurbishments and improvements for a 3 star hotel. Nonetheless, I will mark what it provided to me, based on its star rating. What this hotel has shown me is how hotels, whatever their star rating, should respond to a customer complaint. From a poor start with the initial receptionist , there was a complete turnaround, masterminded by Evelyn - and it isn't because of the gestures of a free lunch etc - it was more about the professionalism and genuine care she took in ensuring that I was looked after and had a great experience after a disappointing episode with reception the night before. I feel Evelyn genuinely cares about this hotel and its brand - that is clear. She went over and above the call of duty. As I stated earlier she is clearly wasted at supervisor level based on my observations, her mannerisms, courtesy and how she responded professionally to my situation. So, given the circumstances, I have marked it a 3, and that is largely due to the masterclass Evelyn gave in turning a bad situation into a pleasant one. I would have expected the GM to have spoken to men in person, as any good GM should do under the circumstances - after all I was pointed out to him. There was nothing wrong in him delegating the task to Evelyn as she did a magnificent job. But the issue I had was wi-fi, not the restaurant, so `the GM could have initially spoken to me if only to apologise (on behalf on the receptionist) and then state that Evelyn would take care of me from then on - which she more than did. I also hope management will ensure that the original receptionist learns from the communication issue on wi-fi and the impact it can have on a customer's experience. The original receptionist has cost this hotel a very positive review and a 4 to 5 star review mark. This isn't my usual class of hotel in term of quality of accommodation, gardens, tranquility etc, but it would give many 4/5 star hotels a lesson on how to resolve a customer issue. A good recovery from a poor start, all thanks to Evelyn.…
Despite the name, this hotel is NOT near the airport especially when Nairobi traffic is factored in. The reception is inviting but boy were we disappointed when we got to our rooms. So much dust, a sticky floor and dirty shower. Will avoid staying at this hotel in future. The location is also opposite a very noisy "nightclub/bar" strip, this meant were subjected to loud music all night. The only positive was the tasty food served in the restaurant (not much variety on the menu though).
It is a very good place not very far from the airport. Clean rooms and welcoming staff. However if you are allergic to loud music in the night you better stay away from it. It is located close to night clubs which play music almost all night. It is located close to a street market where you can walk to buy local stuff like fruits and all if you care for that. The food is delicious and freshly prepared.
An extended stay while working locally. The staff are very welcoming and friendly and, as other reviewers have mentioned, the rooms are reasonably comfortable. BUT, and it's a big but, if you want to get a decent night's sleep don't come here. There are night clubs either side of the hotel that pump out music until the small hours. This morning it didn't stop until 06.00 a.m. Normally you can close the windows doors to shut out the noise but not here......they are so flimsy as to be almost pointless. Never again!
I had pretty low expectations coming to this property but was pleasantly surprised by how comfortable the beds are, plus the breakfast is OK. That's about where the positives end, unfortunately. As most of the reviews indicate, the hotel is surrounded by loads of small bars that play very loud music until 4am. And don't think you will be spared on a Sunday or Monday, seems to be every night. Also dodgy massage places and a generally seedy neighbourhood. No water pressure on the 4th floor, literally a single drip out of the shower.
Conveniently placed for the Airport though in a noisy neighbourhood with plenty of character. Rooms very pleasant, clean and comfortable. Working WiFi and a small conference room. Restaurant provides a fair variety of dishes and staff are helpful and polite. The short transfer to the Airport is a plus though less so if you want a quiet night’s sleep.
You reach this hotel driving through some kind of truck park and it is situated between 2 night clubs so if you come here to sleep, forget it! Bed was OK but not only was there music pounding till after 2am but then the receptionist decided to randomly give me a wake upcall and hour earlier than i requested. breakfast horrible. if you are coming here for a nights rest as i did between flights, better to stay in the airport or take the extra time to go to to a better hotel in town
The hotel has very neat, spacious and well kept rooms. The beddings are well cleaned and this makes you feel at home. The food is just average. The waiters are slower. The restaurant is average. The WiFi is sometimes not very good.
Do you want a hotel just near the airport? Seasons Airport hotel is one beautiful hotel and so close to the Jkia Airport in Nairobi, professional services and beautiful rooms. The prices are friendly and expect to be home far from homw
The food here is out of this world, 3rd time to have my food here and it gets better every time... The food is delicious and plenty.. Service is top notch and restaurant is clean... Would recommend the restaurant to many others:-)