Outdoor pool, sun loungers

Reviews of Nairobi Serena Hotel

5 out of 5
Nairobi Serena Hotel
Kenyatta Avenue / Processional Way, Nairobi

Reviews

9.2

Wonderful

Rating 10 - Excellent. 170 out of 248 reviews" "
Rating 8 - Good. 59 out of 248 reviews" "
Rating 6 - Okay. 14 out of 248 reviews" "
Rating 4 - Poor. 3 out of 248 reviews" "
Rating 2 - Terrible. 2 out of 248 reviews" "

9.4/10

Cleanliness

9.4/10

Staff & service

9.6/10

Amenities

9.2/10

Property conditions & facilities

9.2/10

Eco-friendliness

Reviews

10/10 Excellent

Maria Montserrat

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
great breakfast,, variety but needs a new pastry chef. pastries are dry and tasteless
Stayed 3 nights in Mar 2024
Response from Grace on Mar 28, 2024
Dear MariaThank you for taking the time to review your stay with us. I am very pleased to hear that you enjoyed breakfast. However, I am sorry to hear that you found the patries tasteless and dry. We take your feedback seriously and will ensure our culinary team improves the quality. Looking forward to welcoming you once again.

10/10 Excellent

John

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The only negative was the gift shop. Was overcharged for a purchase significantly. In a hurry and didn't convert Kenyan Shilllings to US dollars before signing. Contacted shop after returning to USA. Sent proof of purchase and was never contacted. Just good idea to convert foreign currency to your currency value before signing. The hotel itself was tremendous.
Stayed 1 night in Feb 2024
Response from Grace on Mar 18, 2024
Dear John,Apologies for the delayed response.We thank you for taking the time to share your experience following your stay with us. As a team, we are always at the service of our guests and we get inspired to continue to improve when we receive feedback such as yours. We are delighted to know that you found our offer and service delivery to your satisfaction, however, we regret the mishap at the shop. Kindly let us know if you got a feedback from the shop. We hope that we will once again be of service to you in future.

10/10 Excellent

Veronica

Traveled with group, Traveled with partner
Everyone was so pleasant & accommodating. The property is gorgeous! I highly recommend!
Stayed 3 nights in Feb 2024
Response from Grace on Mar 18, 2024
Dear Veronica,Thank you for taking the time to share your experience following your stay with us. As a team, we are always at the service of our guests and we get inspired to continue to improve when we receive feedback such as yours. We were delighted to know that you found our offer and service delivery to your satisfaction and it is our hope that we will once again be of service to you in future.

10/10 Excellent

Valentina

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It very nice property!
Stayed 2 nights in Feb 2024
Response from Grace on Mar 18, 2024
Dear Valentina,Thank you for taking time to give a feedback on your stay with us. We are delighted to know that you loved our property and we met your expectations. Looking forward to welcome you once again in the near future.

10/10 Excellent

Alan

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing staff
Stayed 2 nights in Feb 2024
Response from Grace on Mar 18, 2024
Dear Alan,Thank you for taking time to give feedback on your stay with us. We are delighted to know that our staff made you feel welcomed and that we met your expectations. Looking forward to welcome you once again in the near future.

10/10 Excellent

Levis, Blakely

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Its location right next to the city center makes it ideal CenterPoint for travelers with multiple destinations.
Stayed 2 nights in Jan 2024
Response from Grace on Mar 18, 2024
Dear Levis, Thank you for taking your valuable time to give feedback on your recent stay with us. We are glad to hear that you were pleased with the hotel location. We are also delighted to know that we met your expectations in all areas. Looking forward to welcome you once again in the near future.

8/10 Good

Alan

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Staff are amazing
Stayed 2 nights in Feb 2024
Response from Grace on Mar 18, 2024
Dear AllanThank you for taking your valuable time to share your feedback on your most recent stay with us.Thank you for the kind words about our staff. We are committed to ensuring that your stay with us is always memorable. We are glad to learn that we met your expectations in most of the areas.

10/10 Excellent

Dawn

Liked: Cleanliness, staff & service, property conditions & facilities
The hotel is of a high standard, the bed was very comfortable and the staff were friendly and attentive. Best of all was the breakfast, an extensive and superb selection. The only thing we didn't like was that the surrounding area was not safe to walk around.
Stayed 2 nights in Feb 2024
Response from Grace on Mar 18, 2024
Dear Dawn,Thank you for taking the time to share your experience following your stay with us. As associates, we are always at the service of our guests and we get inspired to continue to improve when we receive feedback such as yours. We were delighted to know that you found our offer and service delivery to your satisfaction and it is our hope that we will once again be of service to you in future.

10/10 Excellent

Shukri

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Wonderful staff, clean and super comfortable place. We will come back again Shukri and Hassan
Stayed 1 night in Jan 2024
Response from Grace on Jan 31, 2024
Dear Shukri,We take this opportunity to thank you for taking time to give feedback on your recent stay with us. We are happy to know that we surpassed your expectation. We look forward to welcoming you once again to Nairobi Serena Hotel.

10/10 Excellent

Drew and Roxanne

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Grace on Jan 19, 2024
Dear Drew & Roxanne,We thank you for taking time to give feedback on your recent stay with us. We are happy to know that we met your expectations in all the areas. Looking forward to your next visit.

10/10 Excellent

Salimah

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent property, staff and food!
Stayed 2 nights in Jan 2024
Response from Grace on Mar 18, 2024
Dear Salimah,Thank you for taking time to give feedback on your stay with us. We are delighted to know that we met your expectations. Looking forward to welcome you once again in the near future.

10/10 Excellent

Chris

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Traditional African Hotel
Fantastic hotel with amazing friendly staff. Good location.
Stayed 7 nights in Nov 2023
Response from Grace on Jan 5, 2024
Dear Chris,We appreciate your feedback on your recent stay with us. We are happy to know that our staff met your expectations and the location was favorable. We look forward to being of service to you once again.

10/10 Excellent

Hyunsik, Brea

Business traveler, Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I love to come back to this property again.
Stayed 5 nights in Nov 2023
Response from Grace on Jan 5, 2024
Dear Hyunsik,We appreciate your time to give us a feedback on your recent stay. We are happy to know we met your expectations. Looking forward to welcoming you once again.

10/10 Excellent

Bryan

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Serena Hotel 🏨 Nairobi was extraordinary their services and staff were impeccable coming highly favoured and recommended Special thanks to The front desk staff those young ladies were the sweetest! Extra special thanks to Miriam Shiru Restaurant reception helping me to celebrate my 53rd Birthday it will be super memorable it felt like the nation itself was celebrating with me. See you soon cheers and well wishes to everyone
Stayed 1 night in Nov 2023
Response from Grace on Jan 5, 2024
Dear Bryan,Thank you for sparing your time to share a review of your recent stay in our hotel. I am delighted to know that we met your expectations in all the areas. I will let the Front desk team and Miriam know that you were happy with their excellent hospitality. Looking forward to welcoming you once again to Nairobi Serena Hotel.

10/10 Excellent

Mark

Stayed 1 night in Nov 2023
Response from Grace on Jan 5, 2024
Dear Mark, We thank you for taking time to positively review our hotel. We are delighted to know that we met your expectations. Looking forward to your next stay with us.

10/10 Excellent

Angela

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Oct 2023
Response from Grace on Nov 7, 2023
Dear Angela,Thank you for taking the time to give us a review on your recent stay. We are happy to know that we met your expectations. I look forward to being of service to you in the near future

10/10 Excellent

Jayne

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Lovely property, excellent art, and design of the building and common areas. Loved the bar and the band. Fabulous pool! This felt like a classic Nairobi style hotel rather than a boring modern western hotel. Stayed for 5 nights and it was truejy a memorable hotel! Hope to stay again.
Stayed 1 night in Oct 2023
Response from Grace on Oct 17, 2023
Dear Jayne,We appreciate you for taking the time to give such excellent feedback about the hotel. We are glad we met your expectations in all areas. The reason why we have African arts around the hotel is to make our guests feel they are indeed in Africa. Glad to know that you love the arts. We look forward to being of service to you in the near future.

10/10 Excellent

gregory

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Sep 2023
Response from Grace on Sep 28, 2023
Dear Gregory Thank you for taking the time to give us a positive review on your recent stay. We are happy to know that you had a good time with us. We look forward to being of service to you once again.

10/10 Excellent

Grace, Nashville

Stayed 2 nights in Sep 2023
Response from Grace on Oct 17, 2023
Dear GraceWe thank you for taking the time to review our hotel positively. We look forward to being of service to you once again.

10/10 Excellent

Anis

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Sep 2023
Response from Grace on Sep 28, 2023
Dear Anis,Thank you for taking the time to give us a positive review on your recent stay. We are happy to know that you had a good time with us. We look forward to being of service to you once again.

8/10 Good

Anis

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Sep 2023
Response from Grace on Sep 28, 2023
Dear Anis,Thank you for taking the time to review our hotel. We appreciate it. We would also appreciate if you could let us know where you feel we need to improve. We look forward to being of service to you once again.

10/10 Excellent

Rajan

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent property, bit pricy though.
Stayed 1 night in Aug 2023
Response from Grace on Sep 28, 2023
Dear Rajan,We appreciate you taking the time to review our hotel positively. We are happy to know that we met your expectations. Looking forward to welcoming you soon once again.

10/10 Excellent

Dorothy, Stamford

Stayed 1 night in Aug 2023
Response from Grace on Sep 28, 2023
Dear Dorothy,We appreciate you taking the time to review our hotel positively. We are happy to know that we met your expectations. Looking forward to welcoming you soon once again.

10/10 Excellent

Efrain

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very nice and good hotel.
Nice and clean hotel. Very good staff, always trying to help. Room service was quick and very good. Food at the restaurant also very good.
Stayed 1 night in Jul 2023
Response from MW on Aug 4, 2023
Thank you , we look forward to host you again

10/10 Excellent

Dann, Salem

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The Serena was an oasis during our stay in Nairobi. It was a wonderful place to come back to at the end of days of sightseeing. The price is very fair for the luxury provided. Staff is amazingly trained, and always smiling and pleasant. We travel often, and this is one of the top five hotels we have stayed in. Well done Serena.
Stayed 4 nights in Jun 2023
Response from MW on Aug 4, 2023
Thank you, we look forward to host you again

10/10 Excellent

Charles

Stayed 2 nights in Jun 2023
Response from MW on Aug 4, 2023
Thank you

10/10 Excellent

Maggie

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities
Very nice hotel in the heart of Nairobi
Stayed 1 night in Jun 2023
Response from MW on Aug 4, 2023
Thank you

10/10 Excellent

Ryan

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Worth a repeat stay!
Very friendly and supportive staff, clean and comfortable room.
Stayed 3 nights in May 2023
Response from Grace on May 24, 2023
Dear Ryan,We appreciate your taking the time to give feedback on your recent stay. We are happy we met your expectations and we look forward to being of service to you once again.

6/10 Okay

Beth

Business traveler
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities, room comfort
Stayed 3 nights in Apr 2023
Response from Grace on May 24, 2023
Dear Beth,We thank you for taking the time to review our hotel. We would really appreciate it if you could let us know the areas in which we didn't meet your expectations. We look forward to your next stay.

10/10 Excellent

Adam

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
During my 11-day stay, I observed this hotel operating at a world-class level in all ways, every day. Its 5-Star rating is well deserved. At times, I felt like I was staying within an oasis inside busy downtown Nairobi. It has more of a resort vibe because I didn’t have to leave for virtually anything due to the sheer number of amenities and other services offered onsite. Thank you to all of those staff members who made my stay so enjoyable and memorable. They are truly an elite group, from housekeeping to the restaurant. I will definitely be returning on future visits to Kenya.
Stayed 1 night in Apr 2023
Response from Grace on May 24, 2023
Dear Adam,We take this moment to thank you for taking the time to give us feedback on your recent stay. Having met your expectations exceedingly is our most tremendous pride. We look forward to welcoming you and being of service to you once again.

10/10 Excellent

Andrew

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent stay
Superb hotel with extremely friendly and helpful staff. I had four nights here and loved every minute.
Stayed 4 nights in Mar 2023
Response from Grace on Apr 14, 2023
Dear Andrew,Thank you for taking the time to give us feedback on your recent stay. We are glad we met your expectations. We look forward to being of service to you in the future.

6/10 Okay

Yvette

Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
Stayed 4 nights in Feb 2023
Response from Grace on Mar 9, 2023
Dear Yvette,We appreciate your taking the time to give a rating on your recent stay at our hotel. However, we would understand it more if you could let us know where we didn't meet your expectations. looking forward to your next visit.

10/10 Excellent

Karl

Stayed 1 night in Jan 2023
Response from Grace on Jan 24, 2023
Dear Karl,We appreciate you for taking the time to give us a review of your recent stay. We are happy to know that we met your expectations. We look forward to welcoming you once again.

10/10 Excellent

Ayaz

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Jan 2023
Response from Grace on Jan 10, 2023
Dear Ayaz,We thank you for taking the time to review our hotel positively. We are glad we met your expectations. We look forward to being of service to you once again.

10/10 Excellent

Hanif

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing
Response from Grace on Jan 10, 2023
Dear Hanif, We thank you for taking the time to give a feedback on your recent stay. We are proud to know we met your expectations. Looking forward to hosting you soon

10/10 Excellent

Mark, Lincoln

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The Serena Nairobi still holds its own despite all the competition from new hotels in the city. It is convenient, with friendly and courteous staff.
Response from Grace on Jan 4, 2023
Dear Mark.Happy New Year. We are grateful for taking your time to give a positive review about your experience with us. We are glad to know that we are still your brand despite the many new hotels, and that we met your expectations. Looking forward to welcoming you once again.

10/10 Excellent

MIRZA EJAZ

Stayed 2 nights in Dec 2022
Response from Grace on Jan 4, 2023
Dear Mirza,We take pride in thanking you for taking the time to review our hotel. We are happy to know that we met your expectations in all areas. We are looking forward to your next stay.

10/10 Excellent

CARA

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Gorgeous Serena Hotel
This is a spectacular hotel in Nairobi and very well located, being near but not IN the city centre, and not far from Wilson Airport for tourist flights to the game reserves, coast etc.
Stayed 1 night in Nov 2022
Response from Grace on Nov 17, 2022
Dear Cara,Receive our appreciation for taking the time to give us feedback on your recent stay. We are happy to know that we met your expectations. We look forward to being of service to you again.

10/10 Excellent

Virginia

Stayed 1 night in Sep 2022
Response from Grace on Sep 26, 2022
Dear Virginia,We thank you for taking the time to positively rate our hotel. We look forward to welcoming you once again.

8/10 Good

Jill

Stayed 4 nights in Sep 2022
Response from Grace on Sep 26, 2022
Dear Jill, Thank you for taking the time to give a positive rating of our hotel, looking forward to welcoming you once again.

10/10 Excellent

Verified traveler

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
It was a short stay in and out of a trip to Maasai Mara but provided a great opportunity to refresh and relax before and after a long flight in and out of Kenya.
Stayed 1 night in Aug 2022
Response from Grace on Sep 13, 2022
Dear Guest,Thank you for giving feedback on your short stay with us. We are happy to know that we met your expectations. We are looking forward to welcoming you once again.

10/10 Excellent

Alan

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff are super friendly and very helpful Property is beautiful
Stayed 1 night in Sep 2022
Response from Grace on Sep 8, 2022
Dear Alan,Thank you for taking the time to give feedback on your recent stay with us. We are happy to know that we met your expectations. We are looking forward to welcoming you back.

10/10 Excellent

James

Stayed 1 night in Aug 2022

10/10 Excellent

David

Stayed 3 nights in Aug 2022
Response from Grace on Aug 31, 2022
Dear David, Thank you for positively reviewing our hotel. We really appreciate it. We look forward to being of service to you once again.

10/10 Excellent

mary kay

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Everyone was was very courteous and helpful, the property is clean, spacious and inviting.
Stayed 2 nights in Jul 2022
Response from Grace on Aug 8, 2022
Dear Mary, Thank you for taking the time to give feedback on your recent stay. We are happy to know that we met your expectations. Looking forward to welcoming you once again to Nairobi Serena Hotel.

10/10 Excellent

Elizabeth

Liked: Staff & service, amenities, property conditions & facilities
Wonderful, friendly and professional staff. Beautiful and clean resort. We loved it.
Stayed 2 nights in Jul 2022
Response from Grace on Aug 3, 2022
Dear Elizabeth, Thank you for taking the time to review our hotel. We are happy to know that we met your expectations. Looking forward to your next visit.

10/10 Excellent

Kerste

Traveled with group, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff is exceptional, very kind, helpful and professional
Stayed 3 nights in Jul 2022
Response from Grace on Jul 25, 2022
Dear Kerste, Thank you for taking the time to give feedback on your recent stay with us. We are happy to know that we met your expectations. Looking forward to welcoming you once again.

8/10 Good

Haran

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It is a very convenient business hotel, where I have stayed numerous times. I supposed to have gotten a VIP upgrade through Expedia but did not get that till a few hours before leaving (during a 5-day stay) when they dropped off some fruits and a bottle of wine.
Stayed 5 nights in Jul 2022
Response from Grace on Jul 25, 2022
Dear Haran, Thank you for taking the time to give feedback on your recent stay with us. We are glad to know that we are your hotel of choice in Nairobi. However, we sincerely apologize for the VIP oversight on our side hence the late fruits and wine offer. We promise that this will not happen in the future and proper measures have been put in place to avoid such occurrences. Looking forward to welcoming you once again in future

10/10 Excellent

Sara

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was very friendly and helpful with all aspects of our stay. The rooms were excellent, property very clean and the restaurant had a wide variety of options. I don’t think I would stay anywhere else in Nairobi because they wouldn’t measure up.
Stayed 2 nights in Jul 2022
Response from Grace on Jul 15, 2022
Dear Sara, Thank you for taking your valuable time to share your feedback on your most recent stay with us. We are glad to learn that we meet your expectations in most of the areas. We appreciate your support of our property, and we look forward to welcoming you again in the near future.

10/10 Excellent

Daphne

Liked: Cleanliness, staff & service, amenities
Excellent service. Food was amazing.
Stayed 1 night in Jun 2022
Response from Grace on Jul 5, 2022
Dear Daphne, Thank you for taking the time to give feedback on your last stay with us. We are glad we met your expectations in all areas. Looking forward to welcoming you once again to Nairobi Serena Hotel.