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“Good stopover”
Review of Ole Sereni

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Ole Sereni
Ranked #17 of 167 Hotels in Nairobi
Certificate of Excellence
Reviewed 28 October 2013

We arrived fairly late at night and the first thing we noticed was the extra long trek from the front door to the reception desk. The second thing was that one of our two rooms wasn't ready for us (it was around 10.30pm) so we checked into one room and went to the bar for a drink. The bar was just about ready to close but we managed (after a little persuasion) to at least get our order!

The rooms were good, clean and sizeable, we had a twin and double adjoining which was perfect for our family.

Sadly we had to leave very early the next morning but we did manage to have a quick breakfast before we left - the buffet selection was what you would expect.

All in all, a reasonably good transfer hotel, we didn't have time to use the facilities or even see it in daylight but it was convenient for the airport and we slept well.

  • Stayed: July 2013, travelled with family
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Thank Tringtripper
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 30 October 2013

Thank you for taking time to us your stay feedback.

We do apologise for the wauit you had to incure.

We look forward to welcoming you back.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Reviewed 27 October 2013 via mobile

We requested a king size bed, but were placed in a room without the bed and room layout we had purchased on the hotel website. With the help of James, the manager, and Cathy & Connie at the front desk, they were able to scramble quickly and give us a two class upgrade. They were eager to do ask they could to meet our expectations and they did it with a smile.

Thank you James, Cathy, and Connie. You have won our recommendation.

Stayed: October 2013, travelled with friends
Thank Brad J
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 30 October 2013

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

I am very pleased to learn that we managed your expectations.

I will surely share your sentiments with the team.

We look forward to welcoming you back.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 24 October 2013

Ole Sereni is beautiful on the inside. However, you don't want to eat there. You cannot get whatever you want past certain times. Orders take over an hour to arrive on the table. You don't get exactly what you ordered. There's clear lack of management in the restaurant, waiters/waitresses argue with the chef within earshot of customers.

Bogus experience.

  • Stayed: July 2013, travelled with family
    • Value
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3  Thank MM2013MSA
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 25 October 2013

Thank you for taking time to give us your review.

We do apologise for the delays you faced on the orders and the level of service.

Ole-Sereni surely stands for superior service delivery.

Please allow me to touch base with you to learn further about your experience.

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Reviewed 23 October 2013

OK, so the location is good for Airport access (International and Wilson) and that is where the good ends.
The breakfast buffet was reasonable, although other food was very average and like everything at Ole Sereni it was expensive/over priced.
The rooms are ok only. They had hard beds, the bathroom arrangement is a bit strange and does not allow for much privacy from the rest of the room.
We stayed twice - the first time the staff didn't have our booking and showed little interest in resolving the issue and after what seemed like 30 minutes they eventually found it. The second time they 'upgraded' us to room overlooking the construction site which is a serious mess. We refused the 'upgrade' and took the room overlooking the reserve (which is underwhelming from a game viewing perspective but infinitely better than the construction site).
We ordered some room service (bad) and the price on the bill was different to the menu. We were told that they just hadn't got to updating the menu....
Anyway, all up it was a convenient location, but very expensive/overpriced with uninterested staff.

Room Tip: Don't go on the construction site side. Ask for a room with view over the reserve.
  • Stayed: August 2013, travelled as a couple
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Thank GTF111
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 25 October 2013

Thank you for takign time to give us your feedback.

My sincere apologies on the lapses you faced on service delivery.

I have taken your concerns up with the concerned department and we wille nsure they are rectified right away.

May i please request you to reconsider our services in future.

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Reviewed 23 October 2013

Regular breakfast for 3 at more than USD 100? In Nairobi? And terrible service to boot. Really? If that is not robbery, I don't know what is.

We went as a family of 3 for their much advertised breakfast this week.
We walked in to the restaurant and were met by an extremely bored looking 'attendant' who really wished we hadn't shown up and disturbed her.

We found our own table as she couldn't be bothered to show us to one.

The breakfast spread was reasonable, not remarkable, by any standard. The omelet I ordered was very good though, and I compliment the chef on doing her job well.

As we stayed for an hour or so, more guests showed up and it started getting busier. All being managed by an increasingly delayed staff member. She was trying to cope but clearly struggling to deal with requests of coffees and teas in addition to clearing the table,

We waited a good 15 minutes for our bill. KSH 9000 is the most expensive meal we've had in Nairobi ever. And some of our previous meals in this great city have included alcohol.Then their card swipe machine wouldn't work. So another 10 minutes while they swiped the card on another machine.

As we left, the same bored attendant was at the exit but this time deep in conversation with 2 other staff members.

Never again. Being robbed once is enough.

  • Stayed: October 2013, travelled with friends
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1  Thank HarishVasudevan
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 25 October 2013

Thank you for taking time to give us your feedback.

Please accept our sincerest of apologies on the poor service delivery you experienced.

Ole-Sereni surely does nto stand for these standards.

Please allow me to touch base with you as we would like you to reconsider our services.

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Reviewed 22 October 2013

It seems Ole Sereni Hotel was understaffed on a Public Holiday, it took 30 minutes to get a internet password for use in the bar area, then when I need to leave and I asked for a receipt, the internet could not be added onto the food and drinks tab and took a further 30 minutes at the main reception desk to produce a receipt. In the first place charging for internet is a disgrace, secondly making a customer wait for a receipt for a Ksh 300 purchase v several thousand dollars for several rooms is extremely short sighted and the hotel staff should have allowed me to have the internet for free rather than delay me.

  • Stayed: October 2013, travelled on business
    • Service
Thank FoodieGastroGourmet
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 23 October 2013

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

We do sioncerely apologise on the Internet issue you raised. Going forward we have taken off this policy and its offered complimentary.

We do sincerely hope you will reconsider our services in future.

Report response as inappropriate
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Reviewed 20 October 2013

Stayed two days recently. Was given room on 4th floor facing highway construction. Very noisy in day and only going to get worse as construction expands.

Rooms on this side are very small. Bathroom is tiny. Rooms are not soundproof so you hear everything in corridors. And not just a little.....paper thin!!

Good things are restaurant. Great food and service. Also nice setting overlooking reserve. Also great proximity to airport. If you need to be closer to city this is not the place as Nairobi traffic is horrendous.

Also annoyed at hotel concierge staff. Asked to store luggage on morning checkout while at office. Asked if it would be locked away which was confirmed. Came back in evening 8 hours later to find in the same spot as i left. When asked they said absolutely nothing. They then just laughed.

For what you pay i find this a disgrace. Stay elsewhere.

Room Tip: Ask for reserve facing side at booking
  • Stayed: October 2013, travelled on business
    • Value
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Thank JAWSydney
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 23 October 2013

Thank you for taking time to give us your feedback.

We do sincerely apologise for the noise pollution from the roads. We are in the process of addressing this issue by installing double glazed windows across all the guest rooms and public areas.

Your luggage not being stored as you had instructed was wrong on our part and we regret the inconvenience this caused. I will take this up with the concerned Dep't right away.

May I please request you to reconsider our services in future as we assure you a superior stay experience.

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
Region: Kenya > Nairobi
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#9 Spa Hotel in Nairobi
#13 Family Hotel in Nairobi
#15 Business Hotel in Nairobi
#16 Luxury Hotel in Nairobi
Price Range: £137 - £213 (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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