The best thing about the Sarova is the staff. Everyone eager to help you and welcome you. The spa treatments were wonderful with Pamela and Caroline. Kelvin was the best waiter and Stanley handled a large group well. Our main problem was the lobby only holds 10 people so there isn’t a place to hold meetings. Fortunately the weather was good and we met outside at the poolside restaurant.

Great staff, bad manager.

The staff were amazing, but manager was very rude and unhelpful. I made 2 reservations, as i stayed there twice within a week. 3 days and one day. On the one day i forgot to check 2 people, but the manager insisted that i pay extra $40, for that mistake. He said one person is cheaper because less water, less towels, and so on. But then i realized that the price is the same, and when i confronted him, he said, its the policy, abd has nothing to fo with what he stated before, so he actually lied. He said it will be too much work for him to cancel the extra $40. We had a pleasant time with everyone, except the manager, whose supposed to be the best example of customer service. He was very rude and unprofessional. I have a group of 8 people coming in August, but we will definitely not stay there..

Staff to give feedbacks when customer complain about things which needs to be fixed in rooms

A

My stay in Sarova Hotel

I like our stay over all. However, when they handled my luggage upon my arrival, they dropped my laptop and broke it. Now, I can’t use my laptop and am forced to buy a new one.

Wonderful staff. Great location. Good restaurant

I love staying here ! Mr James , Mr Bentley and Ms Anna always make you feel like coming home when you arrive ! The food and staff are amazing- the spa is a must !

Quite convenient part of Nairobi for basing yourself if you have meetings around the city. Immediate area is not great. Hotel is good value for money, staff extremely proactive, helpful and friendly. Thank you.

Excellent service

absolute gem in Nairobi

Great hotel, friendly staff who are willing to go out of their way to help, clean, comfortable and the food is fantastic with such a wide array of choices at what is at most hotels, a boring breakfast - not at this one.

I recommend this great hotel. Plan lots of time to/from airport in heavy traffic. They charge $40 for airport shuttle. You can get a taxi at airport for $30 US

We have stayed at this property 4 D. out of the last 2 weeks. When one is part of a Safari group or Conventioniers, you're treated like gold. However, last night we stayed on an Expedia VIP booking, as a Gold member of Expedia which entitles us to free beverage and room upgrade when available. When checking in we were told, "there are no upgrades available due to the hotel being full." The standard room they gave us was more suited to be a meat locker with the AC stuck on high, and near a very noisy service entrance! While freezing in my jacket I checked Expedia for room availability that night, and surprisingly found availability in ALL categories! Back to the front desk and I informed them the room they gave us was unsuitable, where upon it was insinuated that I was just trying to cop an upgrade, "to a suite"! I was deeply insulted and expressed my displeasure by stating I came back to a Sarova Panarific Hotel because it was a great experience the first three times we stayed. We are a well traveled couple and we would NEVER do this sort of thing. We just want a room that's not glacial and more suited for Penguins than the one we were given. I informed the front desk of my findings on Expedia where rooms are available in ALL categories. The duty manager then responded with a bunch of double-speak mumbo-jumbo about categories. However, in the end we were accommodated after a long tiring day. Also, we were double charged for breakfast this morning, but it finally got fixed.

Very nice staff, beautiful environment, super clean with good kitchen and spa and gym and many other things

What a great hotel and hotel chain! From check in to check out the front house staff make you feel welcome. Benson was amazing as was everyone in the hotel. At the Pool Bar we had a great time and the staff are wonderful, as was the main restaurant staff. I really recommend the Tulia Spa. We had 2 treatments, the Tulia Ritual and a 1 hour massage each. Sheila was amazing!! She is sweet welcoming and professional with magic hands. I was lucky to have her for my 2 treatments and my mom for 1 and we both agreed that it was the best massage of our lives. She is very special the the Panafric is lucky to have her. We really enjoyed our stay!

Very good

The staff is amazing, professional and accommodating. The spa treatments are world class and the pool area very peaceful and relaxing. Security is tight which has been comforting with the recent riots in Nairobi

The most incredible staff anywhere. Friendly knowledgeable and always ready to help!

The staff are off the charts great!

This hotel is very clean, modern, spacious rooms, and the gym is great as well. The staff is amazingly friendly, my flight was delayed multiple times but the hotel always responded and had someone waiting for me at the airport.

Is a good hotel in nairobi

Close to CBD

Excellent staff and tasty food Will definitely be coming back for more

The room was excellent and I love the French showers. I used the spa facilities and had a massage. Was relaxing after arriving from my flight.

Very hospitable staff and excellent food!!

The hotel is great. The staff are fabulous. The food is great and the facilities are excellent The hotel is just a short Uber ride to anywhere

Incredibly great hotel

This is a spectacular hotel. The staff are amazingly friendly and helpful. The breakfast was over the top great. The room and hotel has all the necessary modern amenities. And given that it’s off a busy room the rooms are sooo quiet.

Nice stay!

Service and food, especially breakfast were very good. Staff were very helpful and ,pleasant. Unfortunately we had no hot water in the sink or shower. Otherwise, a good stay

Unfortunately due to the rain, there were lots of mosquitoes in the dining area and bed rooms. I

Best hotel I've stayed in in Nairobi

Incredible staff - polite, helpful and courteous. Gym is great for a hotel gym - with sauna and steam room. Food is decent in the hotel - and breakfast has an extensive selection. Definitely best hotel I've stayed in in Nairobi - well worth it!

The newly renovated rooms are beautiful and the wifi is super fast. All of the staff, from the front desk to the bell and concierge staff are excellent. Downside: restaurant staffing seemed a bit chaotic at times, making ordering and receiving the meal slow, and refreshing cups of coffee.

The wifi is super fast. The newly renovated rooms are beautiful. The staff is courteous and very helpful

Really helpful staff. Grace was really helpful in showing me an atm. No chance i could have found it and she was also very helpful in the shop

The Sarova Panafric is a wonderful Hotel, with a wonderful Staff. Everything was perfect as it should be. I look forward to staying at the Panafric again, the next time I visit Nairobi

Great Hotel!

Great hotel! Very friendly staff and catered to all our needs. Room was very clean and beds were super comfortable. The restaurant at the hotel had a lot of options and all were good. Breakfast buffet was one of the biggest we had with lots of great options. Great stay!

Everything you could want (but food is expensive!)

Sarova Panafric was an absolutely beautiful place to stay for a workshop, and the location in town is unbeatable. While the hotel is super nice and you will not want for anything, you'll certainly pay for it. How many raviolis do you think you get for $23 on the room servive menu? The answer is 3! Yikes! Similar situation with simple chicken wings. Other than food prices and portion sizes though, I have no complaints and loved this hotel otherwise.

Enjoyed my stay. Good experience.

The hotel has been remodelled and the rooms looks fantastic witj modern ammenities.

Very friendly and service minded staff

Was only there for one night, before going on safari. Very nice room - big and comfortable. Would definitely recommend for a longer stay.

Everything was great except the air conditioning not functioning.Management tried to remedy but not successful .

We booked this property after staying at Sarova Whitesands in Mombasa, Kenya thinking the hotel would just as great, BOY were we wrong. Property is under construction which was not identified prior to booking on hotel website or Expedia until after reservation was made. My wife got sick the first night after eating at resturant onsight from a bad piece of fish getting sick at the dinner table not the greatest experience. Breakfast buffet food was never warm except cook to order eggs. Room doors had a four inch gap from the floor to bottom of door which allowed all hallway noise to be clearly heard throughout the night. We depart as soon as possible to another hotel. Hotel construction project was none stop to include at night and the weekend. Staff at front counter was hit and miss all depended on mood just to ask a question not complain was rudly greated. My wife is Kenyan and I am a white American male learn to treat everyone with the same respect.

Definitely worth the price!

Excellent stay--room was clean, comfortableand I will stay here agin!

I loved staying here at Sarova Panafric. The hotel was beautiful and the staff were friendly and very helpful.

Excellent and very attentive customer service.

Vacation

It was a good experience to stay in Nairobi.

Fantastic Business Stay

Really nice hotel and very friendly staff and manager! Safe and comfortable and the convenient to the various parts of the city.

The staff couldn’t do enough to make our stay perfect. We have stayed here before, but it has even improved from before. Lovely room, super helpful staff. We really enjoyed our stay!

Great staff -Irene, Monica and Felix are exceptional guest service representatives. When I inquired, they walked me to an ATM two blocks away So as I did not get lost. We arrange for my Covid test for international travel, and they are very pleasant and welcoming

Awesome

Very clean, good internet. A receptionist Mr. Benson was so helpful.

The rooms are all renovated and the ambience is amazing :)

On several instances my key did not work. Too noisy due to ongoing construction. Dust blowing while eating at the pool side restaurant due to construction. Rooms not sound proofed.

Panafric is very serene and the entire staff friendly and professional! Maureen and Rachel at the reception made sure things went smoothly for me, Mary the restaurant host and Kennedy my waiter made sure my dining experience was also on point and David the housekeeper shared chocolates with me daily!

Considering that we are in time of covid 19 & the hotel is under repairs & extension the stay was nice bcoz the personel was very helpful.

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The renovation noise, the elevator didn’t work, the internet was terrible and there was no hot water. Simply put, they shouldn’t have sold the rooms in that condition!

Staff was great, property under construction, banging from 7a-5p, biggest issue is going outside of the property, Took a walk on the street less than a block from the hotel and was accosted by the police, they are targeting tourists, they stopped me demanded my passport, told them it was at the hotel less than 100 yards away, showed them a picture of it they wouldn’t except it so they were going to arrest me, ended up paying them $100 US they demand as insurance or I will be takien to jail. kind of unsettling with two guys with machine guns not to pay them, walk back to my hotel and no one seemed like this was out of the ordinary based on my story.

Amazing staff that is willing to go above and beyond to ensure you have a comfortable and pleasant stay. Highly Recommend!

Ing place to stay

The lights in the rooms were confusing but everything else was GREAT

Sarova Panafric, great place for a longer business

Staff was great in ensuring I could be given a room in the wing that was least affected by the building activities, showed several rooms and chalets, for me to choose! Rooms were outstanding!

No breakfast. was devastated.Food is expensive and not the best.

Very nice property in the central part of Nairobi, however right now undegoing major renovation until August of 2020, so lots of noise from 8.30am until 5pm. Staff is outstanding and goes out of their way to make you feel welcome.

I loved every moment here. Home away from home. Best customer attentiveness anywhere in the world.I cannot wait to return.

The staff. Absolutely brilliant service.Nothing too much for them.

Nice hotel, helpful staff.

A very nice hotel. Even for the money you're getting a good room and the breakfast options are brilliant. There was construction work going on when I was there, and the pool heater wasn't working, so it was very cold to swim in. But that's not permanent so should be over and done with by next year, one would hope... Nairobi is an absolute dump. The area around the hotel is noisy, polluted and dangerous - and even the hotel staff would agree on the last point. Don't even attempt to walk around outside. Not worth the hassle. Just order an Uber to the hotel. Most drivers take a little while to find the entrance so allow 20 mins for waiting. The people working in the hotel are very helpful and even accommodated my bag for the day after I checked out. I picked it up on my way to the airport. My favourite thing was the gym, and James, who became my personal trainer every day. Thanks!

Convenient to airport and downtown. Safe pleasant and green atmosphere.

Whole staff was extremely nice and accommodating. We got there a few hours early and they were able to check us in still. Great place

The heater in my room was not working. I called the front desk to have maintenance come and take a look. He told me it wasn't working and offered me a hot water bottle. Kept me warm. Construction on the property started as early as 8am.

Multiple renovations are on going. Very friendly staff

Nice hotel but under construction!

This is a beautiful hotel, but currently under construction - which is not noted anywhere in their information! It was a lovely Sunday evening check-in. Everything was perfect until Monday morning, 9 a.m., when the jack hammers started and we were far from awake from a late night before. The pool is nearly unusable as a result and the dust created and noise mean no windows open. The progress they are making will create a more beautiful hotel in the end, but it will be sometime in mid-2020 until this is completed.

A great location undergoing major renovation.

The customer service was extremely pleasant--the field-staff from the Reception gate to the Gym make every effort to make you feel at home, and I really appreciated the same. However, there is a massive Renovation effort going on (with controlled explosions and constant machinery/drilling from 8:30 am until 5 pm during weekdays--no one mentioned about this. There were smaller things like--having room-service menu in the room; or, not insisting on payments of individual meals (when an entire stay was pre-booked and paid for) could have gone a long way in making the stay more hospitable

Great place! Air conditioned rooms. Quite place

Under renovation, will be great when done

Nice hotel under renovation so there is a downside now. Half is semi demolished, no pool and not a great view. Other than that it’s one of the best in Nairobi.

The staff were amazing - very courteous and professional. The only slight drawback was construction going on in the morning next door to the hotel from about 8am, but obviously that’s temporary and not in the hotel’s control.

Sections of the hotel are under construction. Staff very friendly and helpful.

Great service and comfort. Very helpful staff. Recommend

This place is great., and it’s in a great place too. Close to the city of Nairobi, clean, and helpful staff.

They are. Rey friendly and helpful. A nice place too. Spent three nights, and I loved the service, the location, and everything else.

Liked it. This is my second time staying at the PanAfric and have really enjoyed both stays

Wonderful room. Bed very comfortable. Bathroom very clean and shower was excellent

Great Hotel which is made so by the fantastic staff. So friendly and helpful. Maurice the Concierge was absolutely brilliant

Friendly staff

Great location, staff was very friendly and welcoming. They will recommend you different places for you to have a wonderful experience

Old Nairobi Gem

Excellent hotel, wonderful and professional staff. Very central as far as location goes. I'll definitely be back. Thank you.

Safe and comfortable, beautiful gardens, good food, pleasant and welcoming staff, but louver-type glass windows in the bathroom and patio doors are not mosquito-safe. Greatly need upgrading.

this place was a problem. the pool was closed and being renovated and there was a lot of noise from it. the rooms were very small, cramped and a bad deal for the price. the staff did move me to their sister property Stanley downtown which was acceptable still overall it was a bad experience and i would avoid this place especially while the pool is being renovated. it is a gross misrepresentation to show this place on the internet with a pool when the pool is closed and an open construction pit with hammers and noise.

Comfortable

The hotel was comfortable, the staff were friendly and helpful just a few annoying things like -: - to ring downstairs reception from your room you are diverted to a central number and have to say which hotel you are in and then be diverted again - I requested a wake up call and I was not phoned until 10 mins to my departure time... I could have missed my flight - my friend asked reception if she could have an early breakfast to which she was told she did not need to pre-order with it being Ramadan breakfast would start serving at 4:00am... when she went the next morning she was told she should have pre-ordered and therefore couldn't have breakfast. All in all it was a pleasant stay and I would go back again.

not worth it

when check-in, the bathroom was not clean and even look that it was used Housekeeping is terrible, i had to wait 4 hours to bring shampoo, reminded them 5 times

Excellent hotel with great staff

Very fast check in. Nice people. Very friendly. Clean room. Good food. Everything in room worked.

I will look for options next time I am in Nairobi

The rooms are not cleaned throughly especially if the guest is staying long, states on the wing by the roadside.it was too noisy with the traffic especially in the morning. Check out too 30 minutes,frustrating

Great location and very nice hotel -

Very well located and great value for cost !thd only downside is that there is only one plug outlet in the large bedroom. But great breakfast buffet and of easy access for someone on business

Good location and friendly staff

Stayed here 4 nights to explore Nairobi and had great time. Friendly and helpful staff with comfortable rooms though there is traffic noise.

Not the best stay

Friendly and well trained staff - but - whilst we appreciated warmth and friendliness towards our 2 year old daughter but did not appreciate staff taking selfies and taking her for short walks around the hotel without permission. Hotel is very clean and the location is central and convenient but not in the noisy bustling city centre. Food quality is good but overpriced, and the inflated price on the menu is not what you actually pay, they don't inform you that they will add VAT, council tax, service charge and beverage service charge so basically it's all very dishonest. Go to one of the franchised restaurants in the town centre for same quality food at half the price. Breakfast is good though. Refrigerator in room didn't work and the rug had a strong damp/musty smell on one side of the room. It's a good hotel but these issues really detracted from the enjoyment of our stay.

Comfortable stay.

I spent two nights well taken care of by all the service staff. I was most grateful for the bed which offered me a very good rest after a long flight.

Excellent hotel, very clean, good restaurant, & a wonderful friendly and helpful staff! Shuttle pickup service from NBO is great and location for easy access to Wilson airport.

Staff at Sarova Panafric are wonderful and will do anything to help you enjoy your stay. Location is good too - if you do not want to be in teh centre of teh CBD. Choice of 2 restaurants - menu choice could be expanded but adequate to eat there a couple of nights. Breakfast buffet was excellent.

Overall Nice hotel

Checkin reception was outstanding. Rooms neat and uptodate if you get the executive side, Mattress was however very firm and uncomfortable, very unlike what to expect in an upscale hotel. Traffic noise can also be a factor depending on which side the room is. Breakfast offered was adequate with variety. Great stay overall!

hotel

Concierge would arrange taxis and inflate the price x4. I'm assuming to get a cut for themselves. A journey five minutes away would cost us 1200 shillings when it should have been 350. Dishonest, which made us not trust any staff members. Breakfast was decent. Room was decent.

Nice Stay. The Spa was great Ms. Jane was exceptional and truly professional.

Convenient and welcoming

great people, great service

Central location to walk into the city

My arrival at the hotel was good,room given not up to standard,was located next to the kitchen which was noisy and food smells coming right into the room.After unsettling few hours of trying to get some sleep after the long journey..it was not possible,made a complaint about it however it seemed like it was a bother for reception to help me,after a few calls the duty manager sent someone to check acknowledging the problem.I had to insist on being moved as my 2 weeks stay would be a noisy,unrested one.They unwilling it seemed changed my room in the early hours of 2am.The room given was what I would have expected when booking with expedia.I have been to the Panafric before in which I stayed at their apartments so my initial experience was disappointing at the Hotel side.The room service menu does not have much choice either...comparing it from the one before it gives nothing much.The front of the Hotel has been upgraded which looks modern and clear.

Great service, quality hotel

Great service at this hotel. Room furniture is of high quality. Everything is nice and clean. Convenient location, central with 20 min to JKIA and less than that to Wilson. The ground floor restaurant has a lower standard compared to the rest of the place.