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Reviews of Mercure Nairobi Upper Hill

4 out of 5
Mercure Nairobi Upper Hill
Longhorn Road Off Kilimanjaro Avenue, Upperhill, Nairobi

Reviews

8.6

Excellent

Rating 10 - Excellent. 86 out of 162 reviews" "
Rating 8 - Good. 54 out of 162 reviews" "
Rating 6 - Okay. 9 out of 162 reviews" "
Rating 4 - Poor. 8 out of 162 reviews" "
Rating 2 - Terrible. 5 out of 162 reviews" "

9.0/10

Cleanliness

9.0/10

Staff & service

8.6/10

Amenities

8.8/10

Property conditions & facilities

8.0/10

Eco-friendliness

Reviews

10/10 Excellent

Eugène

Liked: Cleanliness, staff & service, property conditions & facilities
Profesional staff with customers rentation and attending quest issues and adhering until solutions is obtained..
Stayed 2 nights in Mar 2024
Response from Jacqueline Karaba on Mar 31, 2024
Dear Eugene,Thank you for taking time to share your feedback with us. We greatly appreciate it.We are glad that our team of heartist were able to make your stay memorable, rest assured we will share your positive feedback with them.We look forward to hosting you back again in not a distant future.Kind Regards,

10/10 Excellent

Silvia

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Truly enjoyed our stay at this hotel. Staff were incredibly welcoming, helpful, and fast! Delicious breakfast and dinner buffets offered at the main restaurant. Rooms were spacious, very clean, and comfortable.
Stayed 2 nights in Aug 2023
Response from Jacqueline Karaba on Sep 7, 2023
Dear Silvia,Thank you choosing Mercure Nairobi Upperhill as your preferred Hotel. We very much appreciate your comments regarding your stay.It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Kind Regards,

10/10 Excellent

FUMITO

Stayed 4 nights in May 2023
Response from Gerard Moutou on May 29, 2023
Dear Fumito, Greetings from Mercure Nairobi. Thank you for visiting us at Mercure Hotel Nairobi Upper Hill and for your amazing review. We are so happy to hear that you enjoyed our products and services and we hope that we achieved our goal of making your stay memorable. Please let us know if we can help you with anything further and thank you for taking time out of your schedule to leave us this super kind review. We look forward to welcoming you again soon and making your experience at Mercure Hotel one you will remember forever. Best regards, Gerard Moutou, General Manager Mercure & Pullman Hotels Nairobi Upper Hill.

10/10 Excellent

Silviu

Stayed 4 nights in Mar 2023
Response from Gerard Moutou on Apr 11, 2023
Dear Silviu, Thank you so much for visiting us at Mercure Hotel Nairobi Upper Hill and for your feedback and amazing review. We look forward to welcoming you again soon and making your experience at Mercure Hotel one you will remember forever. Best regards, Gerard Moutou, General Manager Mercure & Pullman Hotels Nairobi Upper Hill

10/10 Excellent

BRUCE

Stayed 5 nights in Feb 2023
Response from Gerard Moutou on Mar 22, 2023
Dear Bruce, Thank you so much for visiting us at Mercure Hotel Nairobi Upper Hill and for your feedback and amazing review. We look forward to welcoming you again soon and making your experience at Mercure Hotel one you will remember forever. Best regards, Gerard Moutou, General Manager Mercure & Pullman Hotels Nairobi Upper Hill

8/10 Good

EDWARD

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Convenience for business
Stayed 2 nights in Jul 2022
Response from Jacqueline Karaba on Aug 15, 2023
Dear Edward,We very much appreciate your comments regarding your stay at the Mercure Nairobi Upper Hill. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Kind Regards,

8/10 Good

Kyss

Traveled with family
Liked: Cleanliness, staff & service
Edward Orange saved the day and changed our outlook on this property. Our sincerest thanks to him for focusing on customer satisfaction over all else!! He even let our overlt tired crew go to our rooms to sort out our reservation paperwork bf he took in our payment. Because of him, we will consider Crowne Plaza again. But it will be important to avoid unnecessary online booking confusion between the Nairobi Crowne Plaza hotels that have different fees, services, etc.
Stayed 3 nights in Jul 2022
Response from Jacqueline Karaba on Aug 15, 2023
Dear Kyss,We very much appreciate your comments regarding your stay at the Mercure Nairobi Upper Hill. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.We have since shared your compliments to EdwardThank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Kind Regards,

8/10 Good

Perry

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Room comfort
Great service, hard beds
Everyone was extremely friendly and helpful, food in Bakara was delicious. Beds were incredibly hard and uncomfortable though. Buffet breakfast and lunch were convenient, however the sit down dinner took forever even though only 3 tables were full.
Stayed 2 nights in Jul 2022

10/10 Excellent

ALVIN

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Jun 2022
Response from Jacqueline Karaba on Aug 15, 2023
Dear Alvin,We very much appreciate your comments regarding your stay at the Mercure Nairobi Upper Hill. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Kind Regards,

4/10 Poor

Ranjit

Business traveler
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Not to the Crown Plaza level expected
Old Hotel and needs some serious renovation
Stayed 3 nights in Jun 2022

10/10 Excellent

Michael G

Stayed 1 night in Aug 2021

4/10 Poor

Harvey

Traveled with family
Liked: Staff & service, property conditions & facilities, room comfort
Disliked: Cleanliness
Not a Happy Stay
Not a good experience. It was supposed to be a relaxing few nights before I flew back to the UK. The TV only had news channels, despite the internet advertising DSTV movie channels, and them being available during my stay in Nov 2020. The phone chargers next to the bed did not work. The water in the shower and bath was cold; this was rectified on the last day of my stay. We had to chase for our rooms to be cleaned, as we returned at 4pm and they hadn't been cleaned.
Stayed 2 nights in Dec 2020

10/10 Excellent

Harvey

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Highly recommended
Excellent hotel. Staff very friendly and helpful. All measures followed with regard to COVID19. Had a very pleasant weekend break.
Stayed 2 nights in Nov 2020

10/10 Excellent

xavier

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2020
Response from CP Nairobi Team on Nov 5, 2020
Dear Xavier, Thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. It's something our staff takes great pride in, so we value your feedback. We hope you will visit us again. Sincerely, CP Nairobi Team

10/10 Excellent

Abdulkadir

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great people very friendly
Stayed 3 nights in Aug 2020
Response from CP Nairobi Team on Aug 28, 2020
Dear Abdulkadir, Thank you for your feedback and for choosing to stay with us. We are happy to read that the staff were very friendly. We strive to ensure that all our guest have a memorable experience during their stay with us. Thank you again for your feedback and we do hope to see you soon. Regards, CP Nairobi Team.

10/10 Excellent

Tracy

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Mar 2020

2/10 Terrible

Verified traveler

Disliked: Cleanliness, staff & service
I searched for Crown Plaza Nairobi airport and alongside that hotel you placed your hotel in town one hours away in heavy traffic By mistake I booked CPIn town when I wanted the airport when I tried to cancel you refused and told me it was a special deal I ended up having to pay the hotel to stay there I will never use you again Gary Summers
Stayed 1 night in Jan 2020
Response from Jacqueline Karaba on Aug 15, 2023
Dear Guest,Much apologies for the service gap you experienced. We hope to host you back and make your stay memorable.Kind Regards

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Jan 2020
Response from Jacqueline Karaba on Aug 15, 2023
Dear Guest,We very much appreciate your comments regarding your stay at the Mercure Nairobi Upper Hill. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Kind Regards,

8/10 Good

Verified traveler

Stayed 1 night in Oct 2019
Response from Jacqueline Karaba on Aug 15, 2023
Dear Guest,We very much appreciate your comments regarding your stay at the Mercure Nairobi Upper Hill. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Kind Regards,

8/10 Good

PETER

Liked: Cleanliness, property conditions & facilities, room comfort
Club lounge in Nairobi - staffer most miserable
Checkin with Niomi was excellent. Club lounge is very nice. However, one male staffer was the worst staffer we have ever encountered at any IHG club. He should wash dishes instead of being with ambassador members. Bed super comfortable.
Stayed 1 night in Oct 2019

6/10 Okay

Michael

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities, room comfort
Nairobi stay - July 2019
The bed was sagging and the TV channels were cutting off
Stayed 1 night in Jul 2019

8/10 Good

KIT CHI

Liked: Cleanliness, staff & service, room comfort
Stayed 5 nights in Jul 2019

4/10 Poor

CN

Liked: Cleanliness, staff & service, amenities
Disliked: Property conditions & facilities
Air condition not working in my room. Planned for a isolated weekend
Stayed 2 nights in Mar 2019
Response from Jacqueline Karaba on Aug 15, 2023
Dear CN,Thank you for choosing Mercure Nairobi upper hill, we are delighted to have hosted. Our sincerest apologies for the service gap that you experienced during your stay.We have since fixed the AC and the team have been retrained to ensure room that are sold to guest are in good condition and ready for for them.Kind Regards

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Feb 2019
Response from Jacqueline Karaba on Aug 15, 2023
Dear Guest,We very much appreciate your comments regarding your stay at the Mercure Nairobi Upper Hill. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Kind Regards,

10/10 Excellent

Tracey, Vancouver canada

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Beds hard. Buffer only a 5 out of 10. Staff are very good.
Stayed 1 night in Sep 2018
Response from Jacqueline Karaba on Aug 15, 2023
Dear Tracey,We very much appreciate your comments regarding your stay at the Mercure Nairobi Upper Hill. It is always a pleasure to receive your concern regarding the buffet. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be memorableKind Regards,

10/10 Excellent

Verified traveler

Great experience
Everything great, the room was a tab small considering the price, but we spent the days outside. Great staff, very professional and courteous. breakfast was outstanding.
Stayed 7 nights in Jun 2018

4/10 Poor

Mazen, Doha

Disliked: Cleanliness, property conditions & facilities, room comfort
cockroaches in the room. I addressed it with duty manager and he simply apologized!
Stayed 1 night in Aug 2018
Response from Jacqueline Karaba on Aug 15, 2023
Dear Mazen,We very much appreciate your comments regarding your stay at the Mercure Nairobi Upper Hill. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, we hope that make your next stay memorableKind Regards,

6/10 Okay

Gv, Seattle, WA

Liked: Staff & service, property conditions & facilities, room comfort
Good room, quick check in, good service - However the bathroom was smelly/moldy.
Stayed 1 night in Aug 2018
Response from Jacqueline Karaba on Aug 15, 2023
Dear GV,We very much appreciate your comments regarding your stay at the Mercure Nairobi Upper Hill. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Kind Regards,

10/10 Excellent

Gary

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Love this place so much will be back soon...some of the nicest ppl ever that work there.. best gym staff also
Stayed 1 night in Aug 2018
Response from Jacqueline Karaba on Aug 15, 2023
Dear Gary,We very much appreciate your comments regarding your stay at the Mercure Nairobi Upper Hill. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Kind Regards,

8/10 Good

Dean

Liked: Cleanliness, staff & service, room comfort
Pleasant hotel
It was ok but really quite expensive for what it was and don’t forget breakfast is not included I made the mistake of having a yogurt and a coffee for 30 usd
Stayed 2 nights in Aug 2018

10/10 Excellent

Gv, Redmond wa

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2018
Response from Jacqueline Karaba on Aug 15, 2023
Dear GV,We very much appreciate your comments regarding your stay at the Mercure Nairobi Upper Hill. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Kind Regards,

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great stay!
It was a great stay. Very friendly staff, and a very nice restaurant.
Stayed 1 night in Jul 2018

8/10 Good

Jessamyn

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Everyone was super friendly and helpful!
Stayed 1 night in Jul 2018

10/10 Excellent

steve

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Brilliant, friendly staff!
I use this hotel a lot and keep coming back principally because the Staff are excellent.
Stayed 1 night in Jul 2018
Response from Jacqueline Karaba on Aug 15, 2023
Dear Steve,We very much appreciate your comments regarding your stay at the Mercure Nairobi Upper Hill. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Kind Regards,

8/10 Good

Gregory

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
A comfortable stay in Nairobi
What makes the Crown Plaza in Nairobi so good is the staff. They're incredibly friendly, and endeavor to be as helpful as they can.
Stayed 6 nights in May 2018

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent!
The staff are exceptionally helpful. Thank you once again. Gym is very good but food is pricey.
Stayed 1 night in May 2018
Response from Jacqueline Karaba on Aug 15, 2023
Dear Guest,We very much appreciate your comments regarding your stay at the Mercure Nairobi Upper Hill. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Kind Regards,

10/10 Excellent

Edward

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Crown will crown your stay!
Excellent hotel and worth the value for money compared to other local hotels. I had an issue with my booking with Hotels.com and explained to hotel management Mr. Edward and Ms.Perez, Mr. Edward was very helpful in resolving the matter and expressed the unfortunate situation with kindness and gratitude and made me feel comfortable about the situation.The food was great and the entire environment make you feel so relaxed.

10/10 Excellent

Katrina

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great hotel experience
Fantastic service and very comfortable rooms!

10/10 Excellent

Umesh

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent Hotel in great location
Crntrally locates, clean hotel. Very friendly and helpfull staff. Nice gym and swiminh pool
Stayed 3 nights in Feb 2018

10/10 Excellent

Umesh

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Brilliant location, Friendly happy staff, Great Ho
Centrally located making it ideal place to be able to deal with the Nairobi crazy traffic.Very friendly and helpful staff. Comfortable with all the facilities as per there website. Well equipped gym. Highly recommend the Hotel for stay in Nairobi

6/10 Okay

Verified traveler

Nice hotel but too expensive. Doesn’t worth the price you pay for it.
Stayed 4 nights in Feb 2018
Response from Jacqueline Karaba on Aug 15, 2023
Dear Guest,We very much appreciate your comments regarding your stay at the Mercure Nairobi Upper Hill. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Kind Regards,

10/10 Excellent

john, Hawaii

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Amazing, wasn't expecting such a nice place. I would recommend to friends and family.
Stayed 1 night in Jan 2018
Response from Jacqueline Karaba on Aug 15, 2023
Dear John,We very much appreciate your comments regarding your stay at the Mercure Nairobi Upper Hill. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Kind Regards,

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Business Trip Nairobi
best location for a business trip considering how bad the traffic gets. service is always great n must be appreciated. I always feel satisfied going to this place.
Stayed 5 nights in Dec 2017

10/10 Excellent

Daniel

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
excellent wifi. Gym pretty good too. Bit annoying that there isn't a lift directly to the lobby if you have a room in the annex.
Stayed 2 nights in Oct 2017

10/10 Excellent

HERVE

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jun 2017

8/10 Good

al, minneapolis, mn

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Enjoyed the short stay
Friendly staff, amazing breakfast. Overall worth the money.
Response from Jacqueline Karaba on Aug 15, 2023
Dear al,We very much appreciate your comments regarding your stay at the Mercure Nairobi Upper Hill. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Kind Regards,

6/10 Okay

DONALD

Liked: Cleanliness, staff & service, room comfort
Crowne Plaza Business Hotel.
Our company was exhibiting at a conference being held in the hotel. The hotel is quite old but reasonably well maintained. My stay was prepaid but the check in clerk didn't seem to understand the concept and made an offline deduction on my credit card for the full amount. You need transport or use taxis, there's no malls or restaurants in safe walking distances.

10/10 Excellent

Benedikt

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The perfect hotel
Nothing less than PERFECT! I am traveling much for work and it is very rare that I find a hotel where there is nothing at all to moan about. This hotel had it all - friendly staff, spacious room, amazing breakfast buffet, beautiful lobby, fitness center and pool, good restaurants and outstanding service whenever you asked for something. I was very impressed. Should I ever travel to Nairobi again I will make sure to stay at this hotel.

6/10 Okay

JhonnyC

Crown Plaza Nairobi
Reasonable close to the airport. Room services and accommodation are standard so nothing impressive. For some reason when you request Expedia to include breakfast, it does not appear on the hotel system so you need to carry on your Expedia voucher just in case. Hotel is pretty well located in relationship to the main points you want to visit in the city. Watch out for the traffic! It can easily change your plans. Do not visit the city during weekdays, you can spend 3 hrs in 5 km!!. When you leave Nairobi, expect traffic, before arriving to the airport (3 km before) all passengers in the taxi must pass thru a security point which causes a disaster in traffic. People pass the street walking. It is dangerous and causes traffic jams but I was glad to see how Nairobi takes Security very seriously after the sad event occurred in 2013.
Response from Jacqueline Karaba on Aug 15, 2023
Dear JhonnyC,We very much appreciate your comments regarding your stay at the Mercure Nairobi Upper Hill. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Kind Regards,

8/10 Good

Elizabeth

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good, but recent changes were not improvements
The Crowne Plaza is a comfortable hotel in Upper Hill, but there is not much to do in the neighborhood. The food in the hotel is pretty good, although recently they have made some changes and now there is a different room service company for after 11pm and that food was pretty bland and not accurately described on the menu (e.g. "pesto" turned out to be cream sauce, "loaded baked potato" was just a baked potato with a little bit of canned tuna on top, pretty gross). The room service before 11pm is much better. I believe they may be under new management because another change was that the price increased dramatically with new service charges I do not recall seeing before, and they used to allow free late checkout but this time they charged $15 per hour. This is the norm at other hotels, but the free late check-out had been one thing that set the Crowne Plaza apart. Oh well, hopefully they will go back to the way they were before.