Isolated issue by hotel left me room-less.
Posted 25-Jan-2017 on Hotels
I stay at this hotel during each of my visits to Nairobi. It's comfortable, and I'll continue to book here when the price allows. However, on this reservation, I arrived to the hotel at 24 hours of travel - only to be asked to wait for almost an hour due to a obvious "issue" with my check in. By the time I was told what was really going on it was Midnight - and the staff confirmed that they had made a mistake and overbooked the hotel. I didn't have a room. The manager was apologetic and I do believe this was a mistake. They booked me at another hotel to accommodate - but I was lost hours of rest and had to re-arrange my schedule based on this. Additionally, the hotel they put me in was not entirely comparable in cost or amenities to the Ole Sereni. As mentioned, I'll stay here again - but am waiting for a refund from hotels.com since I did not get the hotel, service, etc that I paid for.