The customer care is very nice. House cleaning is prompt. The breakfast is very good with a variety of options accompanied by the warm and good staff that work at the restaurant. The house keeping is also very good and they are quick to do the cleanup.

Where to start? The one positive thing is that the staff are friendly and try to be helpful (not always with success - see below) Rooms are just not anywhere close to 5 stars/$250 night standards! No smart tv, no plugs near the bed, no iron/ironing board, no separate shower cubicle (my bathtub did not even have a shower curtain so I had to get one put in so the floor did not flood every time. The hotel rooms are just very dated and urgently need to be updated, as does the 1970s or 1980s equipment of the gym (see pics). Note: I explained my concerns to the (friendly) staff who showed me 3 other rooms. All had basically the same problems... Two others things happened that made me quite upset as a guest at a supposedly 5 star hotel. First, I paid when I arrived at the rate that I was told was my corporate rate ($218/night). When I tried to check out on last Sunday, I was told I was given the wrong rate and I needed to pay $250/night. (Given the room experience, I was particularly indignant to pay $30+/night more for this woefully inferior product.) Leonard, the duty manager, insisted I could not leave without paying the difference and that - it being Saturday - no back officer staff were available. He did promise me that they would follow up with me by email the same or the next day. (6 days later, I am still waiting....) Second, having been to Nairobi several times, I asked about a local nyama choma place close by. The Concierges clearly work on commission as they tried to steer me to the hotel's restaurant, Fogo Gaucho (a Brazilian meat place!), and Carnivore, a well known tourist trap. I insisted and mentioned Roadhouse (suggested by a local friend, and where I ultimately went...). They just shrugged their shoulders in disinterest, clearly not wanting to suggest a place where they don't get $$$. In short, I will never stay here again, ever! Unless, maybe, they apologize and, most importantly, they renovate their hotel to something close to 5 stars!

Wonderful hotel! Great amenities, very warm and responsive staff. Emily & Susan were all very helpful. Great breakfast, lounging areas, also loved the decor of the hotel. Would definitely return to the Sarova Stanely next time I am in Nairobi.

The Staff of the Sarova, from the written text to the face to face contact welcomed us as Family into a “Royalty Manor”. The refined service extended throughout our stay to accommodate every request. Susanna had all the staff expecting our arrival and Caroline was just waiting to receive us so beautifully!!

Excellent service Perfect atmosphere for your holiday stay Excellent rooms. Excellent staff/ waiters. Loved the 1902 executive lounge a serene environment to wind out the evening as you enjoy some delicacies and great drinks. On the sideline you get to chat with the professional waiters at this lounge one King Benson served and entertained us excellently throughout our stay making the evening to wind out perfectly. Benson is friendly professional caring.... Just a great human being.