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“The worst hotel experience in 10 days ... or in years”

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LAICO Regency Hotel
Ranked #70 of 167 Hotels in Nairobi
Reviewed 4 March 2012

This hotel does not deserve to be called a 4*-hotel.

The location in the CBD is fine, but:
- Front desk staff is not professional: a simple check-in issue required 5 hours to get solved after long discussions and claims (lack of responsiveness from careless staff).
- The rooms were not ready at 4pm ... although hotel was almost empty.
- Hotel charges 250 Shillings per hour if you sit down and do not order a drink on 1st floor (first time we see this after visiting the 5 continents!).
- Rooms are not well cleaned; we found dirty carpet, dirty bathroom floor, dirty walls.
- Rooms windows are not sound-proof: if you are in a room above Uhuru Highway (facing Central Park), noisy traffic Day & Night will prevent you from sleeping well if not sleeping at all.
- Windows locking system is not working properly and furthermore dangerous: young kids may fall in the street.
- TV is old and not working properly (shutting down 15mn without any reason, colours are close to black and white).
- Hot water takes 3 minutes to flow.
- Dining experience was bad: we had to insist to get the unfriendly waitress clean the table before serving, food came 45mn after being ordered (even if only a few clients were dining).
- Breakfast experience was even worse: it took more than 20mn to get tea and coffee served though repeated reminders to the staff (4 waiters for only 20 customers and yet unable to deliver a fair service!) and plates/cutlery never removed unless insisting on it.
After 40mn requesting bacon to be refilled ... it never came!

LAICO Regency Hotel doesn't deserve any *star at all according to international standards.
After experiencing the wonderful hotels and lodges in Kenya national parks and reserves, what a shame!

Room Tip: - For family with young kids: windows locking system is not working properly and furthermore dangero...
  • Stayed: March 2012, travelled with family
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1  Thank JohnPaul2010
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Njenga J, Director of Sales at LAICO Regency Hotel, responded to this reviewResponded 11 June 2012

Dear Jean Paul
Thank you for your detailed feedback on your recent stay with us.

We did not meet your expectation as outlined in your review. On the issue of the Rooms, we have embarked on refurbishing and upgrading all the rooms. From the carpet, linen, curtains, Tv screens, painting to the adding of lights. So far we have upgraded three floors and we want to assure you that the next visit will be of a different experience.

We are addressing speed and efficiency of service provided whether at the front desk or at the restaurants. Our staffs strive to offer accurate and fast service to our guests while ensuring the highest level of integrity is maintained. We are working on a program to retrain each staff on professionalism and attentiveness so as to exceed customer expectation, whether on normal or busy days.

We have the best food in town and our executive chef, having an experience of more than 20 years makes sure that we have a variety of food items on display that tempts your palate; not forgetting theme lunch buffets.

We/the management is hands on about the air conditioning and making the necessary steps to handle the situation in preventing the same happening again to you or any other guest in the Hotel.

We are glad that you chose to stay with us and we hope that you will give us another chance to correct our mistakes when we host you again.

Kind Regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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153 - 159 of 230 reviews

Reviewed 1 March 2012

pretty good service, though inconsistent. rooms average. it's a take-it-or-leave-it kinda place.

  • Stayed: March 2012, travelled solo
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1  Thank pickyfella
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 18 February 2012

Stains on bed, carpet, sofa, sheets. Phone didn't work, air-con didn't work, two lamps didn't work, very poor shower, hotel bar closed early. Unfriendly reception staff insisted on two limos to the airport as we were travelling with lots of kit at a cost of $100. When we arrived for our stay we only paid $30 for a minivan.

On the plus side the concierge guys were very good. Erm, that's it...

So all in all a bit rubbish. It's not cheap here so I'd advise taking your money to one of the many better ones in town.

  • Stayed: February 2012
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1  Thank RichieEng
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 12 January 2012

I have to agree with "ManagerUae's" review.

The entire staff is rude and has a ego problem. Complaining to the manager had no effect at all - he seemed completely indifferent.
We were put up here by our airline and after an incredible trip to Tanzania, this was so disappointing.

  • Stayed: December 2011, travelled with friends
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1  Thank nd n
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 11 January 2012

Had a group of mine stay there but was not worth the price! Entire staff have ego problem! Hotel aint at all a 5 star! Can probably pass for a 3 star hotel. One rather stay at the 680 Hotel! Air conditions have not been working for the past 4 years! lol! That's strange and the GM always says its being worked on or its pretty cool outside! Whats service is that?

Only good staff out there is the helper at the entrance of the hotel! and probably the house keeping!

You better not waste your money/ time staying at the LAICO! Not at all worth it!

  • Stayed: November 2011, travelled on business
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Thank ManagerUae
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 3 January 2012

One of the most beautiful hotels I have stayed in but really let down by the service. I checked in at 10pm and went straight to the main restaurant. I had been travelling since 4am. I asked for a beer and ordered the set menu. The waitress stood at the bar chatting and after 20 minutes I stood up to draw attention to myself and asked for my beer. The waitress turned and aggresively told me 'It's coming' and again carried on chatting. My food arrived before my beer! This type of service was typical of the hotel except at the Italian restaurant where the service was excellent. A little bit of training would go a long way. The rooms and hotel in general was first class. Ideal location for centre. I spoke to the food and beverage manager who was horrified to hear my story and promised it would be addressed. I hope they do as it would then be the best hotel in Nairobi

Room Tip: From what I saw, all the rooms are excellent
  • Stayed: March 2011, travelled on business
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Thank Martin C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 8 December 2011

Maybe in the early 80s this would've been considered a 4 star, but definitely not by today's standards.

We were in Nairobi for a trade show, and stayed at the hotel for 4 nights. It is very centrally located in the heart of the city. That is the only positive thing about this hotel. The doormen very not rude, but not the most gracious either. The front desk staff looked bored, and seemed to do everything they could to avoid helping you.

The lobby was relatively clean, but reaked of smoke. In fact, the whole hotel did. The rooms were horrible. We reserved a 2 Queen bed room, and got a room with 2 single beds. When asked, they told us this is all they have. The beds themselves were hard as rocks, stuck right up against the wall. Furnishings are terribly outdated, room was dusty, and not very clean. The A/C DID NOT work. The TV was about 20 years old. The bathroom, though huge, was...well, what can I say..."yucky!" The shower door cannot possibly close, so that after a two minute shower, the whole bathroom floor is soaking wet.

Despite a non smoking room, on a non smoking floor, the guest in the room next to us was smoking. When I called the front desk, what was their response? "Sir, this is Africa." Are you serious?

The food throughout the hotel was overpriced, and not very good. Service was shoddy at best. I don't know if this is the general state of hotels in Nairobi--some people I talked to said that Nairobi isn't a big tourist destination, so hotels haven't been updated in town. Most of the luxury type places are out where the safaris are. However, I visited a colleague staying in the Westlands area. This is where most of the expats live. The hotels here are small boutique type properties, but seem very luxurious for half the price. The only drawback is that with Nairobi traffic, it could take a while to get into the city. I definitely would not stay here again.

Room Tip: Choose a corner room on a high floor for a nice view.
  • Stayed: November 2011, travelled on business
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Thank averagejoe75
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about LAICO Regency Hotel

Address: Uhuru Highway | City, Nairobi 00200, Kenya
Region: Kenya > Nairobi
Amenities:
Bar / Lounge Business Centre with Internet Access Casino and Gambling Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#5 Casino Hotel in Nairobi
#27 Spa Hotel in Nairobi
#39 Luxury Hotel in Nairobi
Price Range: £92 - £137 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — LAICO Regency Hotel 5*
Number of rooms: 196
Official Description (provided by the hotel):
Welcome to Nairobi and to the LAICO Regency Hotel, offering quality hotel accommodation as well as inspiring conference facilities in Nairobi, Kenya. LAICO Regency is considered among the best Nairobi leisure and business hotels.Perfectly suited for today's traveller, LAICO Regency offers quality service, to ensure guests' comfort at all times within a warm and welcoming atmosphere. ... more   less 
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Also Known As:
Regency Hotel Nairobi
Grand Regency Hotel Nairobi
Regency Hotel Laico

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