Ratings based on 267 Verified Reviews
4.7 Room cleanliness
4.7 Service & staff
4.5 Room comfort
4.6 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 10 Nov 2024
Was able to add a day room booking when we were returning from our safari, rather than spending 8 hours in the airport. The hotel staff was so accommodating to make sure we had everything we wanted even for our short stay.
Comment from Hotel Management
12 Nov 2024 by MW, Hotel Management
Thank you for your valued feedback, we look forward to hosting you again
by A verified traveler
Posted 4 Nov 2024
First class hotel in every respect.
Comment from Hotel Management
12 Nov 2024 by MW, Hotel Management
Thank you for your valued feedback.we look forward to hosting you again.
by A verified traveler
Posted 1 Oct 2024
The pool was heated and perfect, lots of outdoor dining. The breakfast buffet was excellent, the ala carte restaurants were fair, my husband was sick after eating prawns at the main dining room. Lacked space to walk outside safely. Too close to downtown but more suited for business travel.
Comment from Hotel Management
16 Oct 2024 by Grace , Hotel Management
Dear Adelaide,Thank you for taking the time to give feedback on your recent stay. We are delighted to know that you enjoyed breakfast. Unfortunately, it is sad to hear that your spouse ate prawns, which seems to have affected him. Did you mention this to one of us and if so was there compensation? Also, I am sorry you were not able to walk around because of the location of the hotel which didn't favor you. We hope that you will give us another chance while in Nairobi
by A verified traveler
Posted 1 Sep 2024
Comment from Hotel Management
2 Sep 2024 by Grace , Hotel Management
Dear Caroline, Thank you so much for taking the time to rate your recent stay with us. Your feedback is incredibly valuable to us and motivates our team to continue delivering exceptional service. We look forward to welcoming you back in the future.
by A verified traveler from Cupertino
Posted 28 Aug 2024
Nice but A bit old-fashioned. Service in restaurant abominably slow for mediocre food.
Comment from Hotel Management
2 Sep 2024 by Grace , Hotel Management
Dear Cary,Thank you for taking the time to share your feedback. I sincerely apologize for the disappointing experience you had during your stay. We understand the ambiance of the hotel didn't meet your expectations and we are sorry for the slow service in the restaurant. We have shared your comments with the team for review. We hope you will give us another chance to provide you with the exceptional stay you deserve.
by A verified traveler
Posted 16 Aug 2024
Superb property: design, decor’, comfort, convenience! Superb staff: knowledgeable, helpful, friendly and engaging, always asking what they can do to make the stay more pleasant and complete, attractive and well- dressed
Comment from Hotel Management
2 Sep 2024 by Grace , Hotel Management
Dear Donald,Thank you so much for your kind words. We are delighted that you enjoyed your stay with us. providing exceptional service and a comfortable experience is our priority and it's wonderful to know that we met your expectations.We are looking forward to your next visit.
by A verified traveler
Posted 10 Jul 2024
The service at this hotel was amazing. Everyone went above & beyond.
Comment from Hotel Management
9 Aug 2024 by Grace , Hotel Management
Dear Elizabeth,Thank you for choosing to stay with us and taking the time to review our hotel. We are delighted to know that our service exceeded your expectations. Looking forward to welcoming you once again.
by A verified traveler
Posted 14 Jun 2024
This was my second visit to Nairobi Serena Hotel in less than a year. It is conveniently located, has a good selection of hot and cold options for breakfast and the room is well equipped. Our only quibble was when we tried to order room service after checking-in to the hotel late in the evening, a number of items on the menu was not available.
Comment from Hotel Management
17 Jun 2024 by Grace , Hotel Management
Dear Pritha,We appreciate you taking the time to give us feedback on your recent stay with us. The location is one of the things we are very proud of about our hotel and we are glad that you found it convenient. We are also delighted that you found our breakfast selection and room satisfying. However, we have noted that some items on the room service menu were missing and we will take necessary measures to avoid such an occurrence. We look forward to welcoming you once again.
by A verified traveler
Posted 12 Jun 2024 on Hotels
Comment from Hotel Management
17 Jun 2024 by Grace , Hotel Management
Dear Mark,Thank you for giving us a perfect rating. We look forward to welcoming you once again.
by A verified traveler
Posted 25 May 2024
Comment from Hotel Management
17 Jun 2024 by Grace , Hotel Management
Dear Lynn,Thank you for giving us a perfect rating. We look forward to welcoming you once again.
