Nairobi Serena Hotel

Manager and Concierge bent over backwards for us and the rest of the stay was great. When we returned after our safari, manager and concierge made our return to the hotel a great experience. All the staff were excellent.

We had a bad first night which was out of the control of the hotel, a religious gathering was taking place in the park next door with music until 2am. Also the A/C in the room kept turning on and off sounding a chime each time. 3 visits by maintenance.

Very clean and wonderful saff

Beautiful well maintained property. Very welcoming friendly staff

No complaints

Great hotel. Consistent with high quality facilities, amenities and service, bed linen etc. Myself and family have returned again and again for years. The staff, lead by the GM and his Deputy are simply amazing! they always go out of their way to make our stay enjoyable in every way possible. Most efficient service with a beautiful smile always from all - security, concierge, reception, restaurants, spa, housekeeping! Truly appreciated.

Everything was fabulous!

Very friendly and attentive staff from the greeting getting out of the Uber. Everyone wanted to make sure our stay was special. The spa was a great bonus and the massage was excellent and reasonably priced for a luxury level hotel.

The hotel is gorgeous, several restaurants to choose from. It has a wonderful and reasonably priced gift shop. All the staff are very friendly and helpful. The rooms and hotel are immaculate and beautifully decorated.

I arrived at the hotel feeling extremely unwell after a rough 8 hr drive - the staff were extremely attentive and efficient in getting me & my friend checked in fast. I was very grateful for a super comfy bed, a/c and room service, along with the pool & massage to make use of the next day. The driver that took us to the airport after checkout was amazing - super professional & lovely car. Just the comfort we needed. Thank you.

Noisy works going on above the pool, but I get that this has to happen at some point during the year.

Wake up call coffee and all the water I needed brought to my room. The workout center. The massage center. The pool. The great food. The professional kind staff.

Beds, Breakfast, service staff at Breakfast

Naked guests in the spa.Yet there is signage against it.Too much noise by some members in the spaCharging me for a photocopy

the breakfast has many gluten-free and dairy free options, as well as low sugar options.

Professional friendly staff. Nice breakfast. Although in city felt calm and relaxing in public areas. Nice pool area. Well appointed rooms with Elemis products. Security appeared thorough. Nice hotel shop better prices/products than we found in other places.

Wonderful friendly attentive staff Spices restaurant was delicious young female chef outstanding. John the concierge set up a great tour of the city and museum of natural History A must see.

View was not great they offered to change but not a priority on this trip

i have stayed at this property for many years going back twenty years.

arrived at one am in morning and asked the front desk some important questions which were to be answered in the morning by manager but got no replay all during my stay , simple gushers like fruits , cookes or anything which you expect from a hotel of this standard was not forthcoming . a simple gesture makes a guest welcome . i am a member of Taj , Four seasons , Hatt and know what service should be .

The room was very spacious and comfortable. The breakfast was superb.

Probably a little over priced in comparison with other 4-5 * hotels I’ve stayed at but still very nice

Everything about the hotel was top-notch. The rooms were modern, beautiful and with top quality bedding. The heated pool and dining areas were amazing. The gym was ultra-modern with a real trainer to assist. The gardens were beautiful. The concierge and front desk were professional and helpful. The store was great. All staff, wonderful. We also stayed at the Lake Elmentaita and Masai Mara Serena Lodges with the same experiences. If you want a classy vacation, book with Serena!

Fant

Clean, well insulated rooms. African design was lovely and it was great to have access to the outdoor pool. We loved being able to watch the premier league matches at the bar. Some of the staff were very nice, particularly at the bar.

The room missed a few items every time we stayed there (we stayed two nights, separated by a trip to Masai Mara) - like a pair of slippers, enough wine glasses or an iron. Food and coffee were surprisingly average, rather slow from the moment you ordered. The worst of all was the game driver we had arranged through the hotel - polite, nice, excellent driving skills, but we spent 6 days googling details about the animals we saw because he wouldn’t give us much info about them unless we asked, and when we asked the answers were very short; we also missed seeing a couple of animals which all the other people at the hotel we stayed at in Masai Mara saw. Quite disappointing for the amount of money we spent and for what was meant to be an experience of a life time. I wouldn’t recommend booking game drivers through this hotel.

Very friendly, helpful staff. Great food in restaurant. Very clean and comfortable.

No concerns

Staff were super friendly and helpful, the food was very good, lots of options.

The rooms were stuffy and by the changed me of adults rates and gave single room when I ask I was told there's no other room

I have not enjoyed my weekend The bedding were totally different

I really liked the room sizes and the different restaurants within the property. The spa and pool area were my favorites.

The room service took longer than expected on one too many occasions.