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Reviews of Nairobi Upperhill Hotel

3.5 out of 5
Nairobi Upperhill Hotel
Upper Hill,mawensi road, Nairobi

Reviews

5.4
Rating 10 - Excellent. 8 out of 47 reviews" "
Rating 8 - Good. 10 out of 47 reviews" "
Rating 6 - Okay. 9 out of 47 reviews" "
Rating 4 - Poor. 2 out of 47 reviews" "
Rating 2 - Terrible. 18 out of 47 reviews" "

6.2/10

Cleanliness

6.4/10

Staff & service

3.4/10

Amenities

5.6/10

Property conditions & facilities

Reviews

2/10 Terrible

TITUS O

Stayed 2 nights in Jan 2021

2/10 Terrible

Samson

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Terrible!
The hotel was closed down, yet my booking was accepted and payment received
Stayed 1 night in Dec 2020
Response from JC on 29 Dec 2020
Hello Samson, We are sorry for the inconvenience. As it was past curfew time we were not able to accommodate you.

2/10 Terrible

Verified traveller

Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Stayed 2 nights in Dec 2020

2/10 Terrible

nathan

Business traveller
Disliked: Staff & service, property conditions & facilities, room comfort
WORST EVER!
The premises are good but "under renovation" goes the claim from the receptionist. No power, a noisy generator was running which was switched off at 2am! Only 1 light bulb above the bed, no warm water, no tv, no food services! No running water after the generator was turned off! I moved to another hotel.
Stayed 1 night in Nov 2020

6/10 Okay

Verified traveller

Stayed 1 night in Apr 2020

2/10 Terrible

Verified traveller

Travelled with family
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Nothing. No power. Dirty. Lift out of service. No tv .
Stayed 1 night in Mar 2020
Response from JC on 15 Mar 2020
We apologize for the experience caused. We will work on resolving the issues raised.

6/10 Okay

Erick

Business traveller
Liked: Cleanliness, staff & service
Stayed 1 night in Mar 2020
Response from FK on 19 Mar 2020
Thank you for your feedback

2/10 Terrible

Abraham

Business traveller
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nasty Experience at Nairobi UpperHill Hotel
The experience of my stay at Nairobi UpperHill Hotel was awful. The place is abandoned, both the hotel and the neighborhood. The hotel is old and unrepaired. The walls have mold due to water soaking in them. The corridors are dark with no lights, I was actually scared for the first night thinking that probably someone might attack me. It does not look secure at all. The bathrooms are old and worst of all not hot water. It was a nasty experience! The photos on the web are very deceptive
Stayed 2 nights in Nov 2019
Response from RW on 12 Nov 2019
Hello Abraham, Thank you very much for taking your time to give us your feedback.We are sorry that you did not receive the services as per your expectations. We will ensure that this is checked so that it may not be experienced again by ur future guests

2/10 Terrible

Verified traveller

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Oct 2019
Response from RW on 12 Nov 2019
Thank you very much for taking your time to give us your feedback.We are happy to have hosted you at our hotel and we look forward to hosting you some other time.

8/10 Good

Verified traveller

Liked: Staff & service
Disliked: Cleanliness
They do not changed my duvet and my pillows was sdme like 3 days
Stayed 11 nights in Jul 2019
Response from JC on 11 Oct 2019
We apologize for such an experience. We will work on improving the services.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nyachol
My stay was amazing!
Stayed 1 night in Jul 2019

8/10 Good

Aoko

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Jun 2019

6/10 Okay

Eric

I did not set any expectations since I had read the reviews (which were not so good) and the hotel was cheap. All I wanted was a room to lay my head down because I had events to attend within the city and did not want to drive home to Kajiado county. The room was ok. Water was luke warm. Appears there was a power issue when I checked in however they got a generator. I believe the place needs a facelift. It is in a good quiet location and it can do so much better with a little attention.
Stayed 2 nights in Jun 2019
Response from RW on 25 Jun 2019
We are happy that you have taken your time to give us your feedback.It is our pleasure to ensure that the guests are provided with the best services so that they can be satisfied.

2/10 Terrible

Verified traveller

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Constant interruption of electric and internet. No TV service although there was one in the room. Quality of food was horrible. Rooms were in desperate need of repair. Rooms were not what was advertised on Expedia website. Water was cold for most of time. Power for for hotel was dependent on a generator constantly running. Workers operated a kitchen at times with no electric or running hot water.
Stayed 11 nights in Jun 2019
Response from RW on 24 Jun 2019
Hello, Thank you very much for taking your time to give us your feedback about our property.We are sorry that you did not get the services as per your expectations and you did not enjoy your time at our property.We however will check on the complaints and ensure that they are not raised again by future guests.

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
A home away from home
A beautiful and quiet place to stay, either short or long term. The proprietor is the best host ever! The hotel bar and music is very good.
Stayed 1 night in May 2019
Response from RW on 5 Jun 2019
Dear Guest, Thank you very much for your feedback.We appreciate taking your time to review our property as this will enable us improve our services where needed. We are glad that you enjoyed your stay and we look forward to the pleasure of hosting you some other time.

8/10 Good

Stephen

Liked: Cleanliness, property conditions & facilities
Hello, Nairobi Upper hill hotel is well situated, however the staff are not well armed with information and power to address issues raised by the clients.
Stayed 1 night in May 2019
Response from RW on 5 Jun 2019
Hello Stephen, Thank you very much for taking your time to review our property.We appreciate very much for taking your time to give us your expereince as this help us to improve where needed so that clients can get the services as per his expectations. We are sorry that you did not get the services as per your satisfaction, and we promise that we will check on it and ensure that you do not face the same again.

8/10 Good

Carlo

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good place in Upper Hill
Clean and well maintained, staff are friendly and helpful. A good accommodation in the Upper Hill area.
Stayed 1 night in May 2019
Response from FK on 23 May 2019
Dear Guest, Thank you very much for taking the time to review our property. We are glad that you were treated kindly and were satisfied. We wish to host you again.

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service
This is a good establishment and well situated, the cost is fair, at the time of my stay however the elevators were not working, the breakfast fare should be revised too.
Stayed 1 night in Jan 2019

2/10 Terrible

Verified traveller

Travelled with partner
Disliked: Cleanliness, staff & service, property conditions & facilities
This place was horabke wont recommrnd anybody to stay hare, stuff are un proffesion and big thieve
Stayed 2 nights in Nov 2018

6/10 Okay

Verified traveller

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Poor workmanship of the property. No hot water in my shower.
Stayed 2 nights in Nov 2018

2/10 Terrible

Verified traveller

Stayed 1 night in Oct 2018

2/10 Terrible

Lisa, UK

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Do NOT book this hotel
Arriving at the hotel at 1400 I was very hungry so asked for lunch. I was directed to the 'restaurant' where I was told I could order 'Fried fish and potatoes or fried fish and potatoes'. No choice. The fish would have been OK if it had all been cooked but some was not cooked properly; although the hotel cat was grateful. I went up to my room and only had a light bag, which was good as the lifts did not work. The room appeared OK, until I found the 'present' that had been left in the toilet. I did not expect to have to try to flush away and clean excrement on arrival in my room. I asked to borrow an iron and ironing board but was only given an iron (dressing table top had to suffice). Before I went to shower (I was going to a ball) I asked for a hairdryer to be told they had none and then to top it all they also had no hot water. I gave up and went to another hotel.
Stayed 1 night in Jul 2017

2/10 Terrible

Better options

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
overall terrible - stay away
No power when we arrived. Elevator never worked. Room was in terrible shape and supplies were already used prior to arrival. This is a bad hotel

2/10 Terrible

Mercy, USA

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Worst hotel. Poor location.
I was very disappointed during my stay at this hotel. I hired a cab from the airport, the cab driver who is very familiar with other hotels in the area could not locate this one, he tried calling the hotel several times since I had the number for the hotel but no one answered. Finally we found it, the dirt road leading to the hotel is full of pot-holes and the public transportation is far away so you have to get a cab. On arrival we had to carry our luggage upstairs since the elevator did not work, I had to ask for more hangers since there was only one , there was 1 bath towel, no washcloth, the bed was so hard, I had to check the following day to make sure there was a mattress. I went for breakfast around 8:30, I was the only one in the dining area, the breakfast was just okay, they only gave me 1 piece of toast, 1 sausage and and a very dry omelette and tea. I only saw one lady who was a guest in the lobby, and she was not happy about the service. The staff just behaved like they were in their home.I felt I could not trust them so I told them I didn't want room service, I asked for soap and a wash cloth, I was given a dirty wash cloth which was taken from another room, I handed it back and showed her the dirt spots, she didn't bring another one so I locked my room and left. When I came back at night, I found the TV on and the bed was made but the bed-sheets had dark spots on them, I was disappointed by the invasion of privacy and poor service so I checked out immediately.

2/10 Terrible

Felician, Dar es Salaam

Disliked: Cleanliness, staff & service
Dissapointed
Disappointed

2/10 Terrible

Verified traveller

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Horrible Experience
I stayed at the hotel for 3 nights. It was an absolute nightmare The elevator did not work The room was changed on 2nd night The wifi did not work They did not let me speak to the manager. I asked for a refund and they did not let me speak to anyone in the management Worst hotel. Worst location

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very nice hotel in a nice area. Excellent staff!
The staff went out of their way to make my stay wonderful. The cooks and the food were great as well. I highly recommend this hotel to anyone staying in Nairobi.

6/10 Okay

Sherilynn, Oregon

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good value and location
Stopped for NGO & UN contacts. Traffic is impossible through downtown Nairobi, so this location skirts some of that. Airport taxi had a hard time finding it, and there are fewer close, small shops than in 2012 when I last stayed here. However the hotel can provide for most small needs, and it's a close ride to the Fairview where many meetings occur & ther's a small shop.
Response from sherilynn on 11 Jul 2015
Dear sherilynn, Thank you for your review on your recent stay with us. We are delighted to receive your remarks on our hotel and facilities. Traffic is an issue but roads are being upgraded to ease the traffic which occur in the morning and evening hours. The hotel is also in the process is also engaging talks with the airport taxi cabs for easier location of the hotel. We look forward to welcoming you back severally in the future. Kind regards, The Management http://www.tripadvisor.com/ShowUserReviews-g294207-d4874963-r234364294-Nairobi_Upper_Hill_Hotel-Nairobi.html#

4/10 Poor

Jochebed, USA

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nope nope nope
'Close' to the airport (15 minutes at 5 a.m.; 1 hour at 4 p.m.). Hotel was 'non-smoking' but smelled like someone was breathing cigarette smoke directly into my face. Dingy, smelly hallways. Toilet and shower combined (a pet peeve of mine). 'Rainfall' showerhead was just a plain, old showerhead that you really had to hold lest you soak the entire bathroom. And forget about hot water. About 10 channels on the television. Do not trust the locks! Someone opened my door around 7 p.m., never identifying himself, explaining the reason his reason or whether he opened with a key or not. Had to sleep with the chair in front of the door. And on top of it all the 5 a.m. wake-up call that the front desk offered came at 5:30 a.m.
Response from sherilynn on 11 Jul 2015
Dear Thule N, Thank you for your review on your recent stay with us. We are delighted to receive your remarks on our hotel and facilities. The issue of the smell is taken care of, showers have been replaced with the best, and the staff members have been trained on courtesy and time keeping. We look forward to welcoming you back severally in the future. Kind regards, The Management

10/10 Excellent

Susan, Dallas, Texas

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great Nairobi Hotel
Amazing! We will stay here again!
Response from sherilynn on 11 Jul 2015
Dear susan, Thank you for your review on your recent stay with us. We are delighted to receive your remarks on our hotel and facilities. Your satisfaction is our drive to give the best that we can offer. We look forward to welcoming you back severally in the future. Kind regards, The Management http://www.tripadvisor.com/ShowUserReviews-g294207-d4874963-r234364294-Nairobi_Upper_Hill_Hotel-Nairobi.html#

6/10 Okay

Verified traveller

Great ambience... bad neighborhood!
The hotel has great ambience but with a noisy neighborhood and foul smell that came from a neighboring housing complex, that sipped through the restaurant.
Response from sherilynn on 11 Jul 2015
Dear Traveller, Thank you for your most review on your recent stay with us. We are delighted to receive your remarks on our hotel and facilities. We wish to notify you that all is now taken care of. Only the cool fresh air and silence fills the environment and yours is to sit back and relax. We look forward to welcoming you back severally in the future. Kind regards, The Management

8/10 Good

Philip, Florida

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Above average for transit stay
Nice room, no view, decent breakfast. Internet. Good for overnight or longer stay if you don't intend to walk to anything. There are no stores, cafes or Restaurants in the immediate vicinity. It's 7 - 10 min by taxi to good mall and eats but not a place for walking. I will stay again after arrival and right before leaving as it is on the airport side of town avoiding traffic for the airport run.
Response from sherilynn on 11 Jul 2015
Dear philip, Your review about the hotel is highly appreciated. We area is growing fast and more restaurant, store and cafes are being built . We look forward to welcoming you back severally in the future. Kind regards, The Management

10/10 Excellent

Matina, Sydney Australia

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Lovely place to stay close to the airport.
It was a lovely place to stay close to the hotel for an overnight stay. The staff were friendly and helpful. A++
Response from sherilynn on 11 Jul 2015
Dear Matina, Much appreciation from us Nairobi Upperhill hotel for your review. We are working on making our services even better. We look forward to welcoming you back severally in the future. Kind regards, The Management

10/10 Excellent

Peter, Nanyuki

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent Cuisine and Helpful Staff
I stay in many hotels worldwide and I cannot speak more highly of Upper Hills. The chefs (all three) are excellent. They even accommodated a very late night order of cheese and biscuits, when it was not even on the menu. The breakfast is probably the best cooked breakfast I have enjoyed in Africa. All food was beautifully presented and garnished. A friend visited and was made to feel welcome, which was a very nice surprise from the sneers one often gets! Altogether I cannot make a stronger recommendation. It is also fantastic value for money. The only problem is that it is really hard to find. Tell your taxi to head for GeoMaps and see the black signs from there. .
Response from sherilynn on 11 Jul 2015
Dear Peter, Thank you for your most extensive review on your recent stay with us. We are delighted to receive your comprehensive remarks on our hotel and facilities. The Issue of location is been looked on and it will be easy to spot the hotel in the near future. We look forward to welcoming you back severally in the future. Kind regards, The Management

8/10 Good

Jan, Johannesburg, SA

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good location for doing business in Upper Hill
Clean comfortable room, good location in Upper Hill area (wish it had a kettle and coffee in room though)
Response from sherilynn on 11 Jul 2015
Dear Jan, Thank you for your most extensive review on your recent stay with us. We are delighted to receive your comprehensive remarks on our hotel and facilities. We wish to state that the hotel provides a coffee and tea making machine on request but your good proposal will be looked on to . We look forward to welcoming you back severally in the future. Kind regards, The Management

6/10 Okay

NS, New York

Close to airport
Airport is close to airport, located in a decent neighborhood, but tucked in an out-of-the way alley that was hard for my taxi driver to find. I found the other reviews quite hyped, because the sink and toilet in my bathroom leaked. There was also no fridge or coffee maker in the room as claimed in the hotel description. However, the breakfast spread was good and the staff friendly.
Response from sherilynn on 8 Aug 2015
Dear NS, Foremost we are thanking you for choosing our hotel. We are also thankful for your review. We are on the process of electing sign boards that lead to the hotel for easier location. We also apologies for the fridge and wish to notify you that some of the fridges are faulty and were being repaired. Also The tea and coffee makers are provided on request. You are always welcome to Nairobi Upperhill hotel. Kind regard, NUH management.

10/10 Excellent

Ravindra, Noida

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent hotel
It was a very comfortable stay and I thoroughly enjoyed. The staff is very good and pampering. Will recommend to everyone and will surely like to stay here again.
Response from sherilynn on 11 Jul 2015
Dear Ravindra, We are greatly humbled by your review about the hotel. We hope to provide even better in the future. We look forward to welcoming you back severally in the future. Kind regards, The Management

6/10 Okay

YankeeTraveler, Boston

Liked: Cleanliness, staff & service
A bit isolated and awkward, but OK
The hotel is a bit out of the way, which means it's necessary to take a taxi (at least at night) to go just about anywhere in Nairobi (including restaurants for dinner). And that might be necessary on occasion because the restaurant is pricey and only average quality. But the real problem during a stay in May 2014 was that the entire neighborhood is one big construction site. A new building was going up right behind the hotel, which meant loud construction noises from 7a.m. every day plus lots of dust. The dust issue was an even greater problem just outside the hotel's gates because most of the roads in the Upperhill area are in various stages of being torn up or resurfaced. It was a complete mess -- massive potholes, choking dust that turned to fields of mud after rainstorms, etc. Just getting to the hotel was a messy, traffic-clogged chore. The staff seemed to recognize the inconveniences and appeared to be trying their best. Everyone was quite nice and helpful. But even their great attitudes could not compensate for the fact that it was unpleasant to stay there, largely for reasons outside their control. One final (minor) complaint: the TV channel selection is awful. Usually I don't care much about that, but in this case the only news channel was CCTV, the Chinese government's channel. It's pure jingoism and propaganda. Why not get BBC News Worldwide and/or CNN International?
Response from Joni on 8 May 2015
Dear Yankee, Your review is highly appreciated by the hotel. The noise from the contraction is no more, roads have being constructed and the international channels have been put in place. The hotel is now a small heaven on earth. We look forward to welcoming you back severally in the future. Kind regards, The Management

10/10 Excellent

Keremmccom, Turkey

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Unbelivably Warm Personnal
Very nice personnel, good restaurant and decent prices.
Response from sherilynn on 11 Jul 2015
Dear Keremmccom, We highly appreciate your review about the hotel and we look forward to even provide better services to satisfy our customers. We look forward to welcoming you back severally in the future. Kind regards, The Management

4/10 Poor

René

Disliked: Staff & service
Stayed 7 nights in Feb 2020
Response from FK on 19 Mar 2020
Thank you for your feedback

2/10 Terrible

Verified traveller

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Aucun point positif, chambre sans eau chaude, pas d'ascenseur, hygiène laisse à désirer, je ne fais que constater, je n'y suis pas resté j'ai préféré me rendre dans un hôtel avec de meilleures prestations, Quand au restaurant vérifié vos tasse la mienne était sale avec des poils à l'intérieur !!
Stayed 1 night in Oct 2019
Response from RW on 16 Oct 2019
Cher invité, Merci beaucoup d'avoir pris le temps de nous faire part de vos commentaires.Nous nous excusons pour le fait que vous n'ayez pas reçu les services correspondant à vos attentes. Nous vérifierons cela pour nous assurer que les autres clients n'expérimenteront pas la même chose. Encore une fois, nous nous excusons pour le désagrément causé.

2/10 Terrible

Eric

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Skit
Stayed 1 night in Jul 2019
Response from JC on 19 Jul 2019
Hello Eric, Please share with us the challenge faced so that we can better our experience.

2/10 Terrible

Eric

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Skit
Stayed 3 nights in Jul 2019

8/10 Good

Dorte, Aarhus

Liked: Cleanliness, staff & service, room comfort
Good.
The room was were nice and clean. The staff was very friendly and the breakfast was fantastic. But the tv didn't work and the internet was not very good.
Response from sherilynn on 8 Aug 2015
Dear Dorte fra Aarhus, Thank you for your comment. We do apologies for the slow internet speeds, we did contact our ISP and they informed us on of a fiber cut at see but they are on it. We also apologies for the TV not being clear. We had a lightening strike which destroyed one of our electronic device at our control room but we will replace it soon. Kind regards, NUH management.

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, room comfort
Dejligt afslappende
Vi havde to nætter der. Der er pænt og rent, dejlige senge. venlig og imøde kommende personale. Maden var fin ikke noget soecielt
Response from sherilynn on 11 Jul 2015
Dear sir/madam, Much appreciation from the hotel for your review. Much is being undertaking to make the hotel even more satisfying. We hope you will visit us soon. Kind regards, The Managment, NUH Hotel.

10/10 Excellent

Karin

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Response from sherilynn on 11 Jul 2015
Dear Karin, We appreciate for your attempt to write a review. We hope you enjoyed your stay at the hotel. Kind regards, The Managment, NUH hotel.

6/10 Okay

Therese, Nairobi

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities, room comfort
fuskbygge men superb restaurang
Lite lurigt att ta si dit. Hotellet känns nybyggt men rummet vi till slut fick (efter 45 min väntan då dom hade gjort ngt fel med vår bokning) var ett skämt. Toalettdörren gick inte att stänga, silon i badrummet var placerad på högsta punkten vilket ledde till vatten överallt efter att man duschat, även ute i rummet då golvlisten mellan badrum och rum var bortriven. Handfatet var löst. Elsocklarna trasiga. Säkerhetsskåpet ej fastskruvat mm.mm. Personalen var dock mkt trevliga och den franska restaurangen var superb.