Gem Forest Hotel Nairobi - MGallery Collection 5 stars

Customer review rating (ALL Rating) 4.6/5 300 reviews

Gem Forest Hotel Nairobi - MGallery Collection - Image 1
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Description

Hotel extras

  • Central Location in Nairobi, Kenya

  • Mesmerizing Views of the Karura Forest & Nairobi

  • Designer Rooms & Suites with Luxury Amenities

  • Signature Spa with Wellness Therapies

  • 4 Restaurants & Bars, including a Rooftop Bar, pool bar and heated pool

Our accommodation(s)

Hotel location

Gem Forest Hotel Nairobi - MGallery Collection

Limuru Road, 1250
00621 Nairobi
Kenya

GPS:-1.23515, 36.80542

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Pets not allowed
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.6/5  300 reviews

Customer review rating 4.5/5

Lisa C. O. Couples - Confirmed reviews ALL

Great customer service from check in to check out .

Dear Lisa, Thank you very much for sharing your feedback following your stay with us. We are delighted to hear that you had a comfortable and pleasant experience, and that our team provided great service from check-in to check-out. Your kind words about our staff and overall service are truly appreciated and have been shared with the team, as they serve as great motivation to continue delivering memorable experiences. We also appreciate your feedback regarding the breakfast selection and will use it to further enhance our offerings. Thank you for your loyalty as a Classic member of ALL – Accor Live Limitless, and for recommending us to others. We look forward to welcoming you back for another enjoyable stay soon. Warm regards, Gem Forest Hotel Nairobi- MGallery Collection!

Customer review rating 2.0/5

Kelvin M. M. Business - Confirmed reviews ALL

The security check is not acceptable Breakfast was very challenging.... attendants were very slow and basic stuff like hot water took ages

Dear Kelvin, Thank you for taking the time to share your feedback following your recent business stay with us. We sincerely regret to read that your overall experience did not meet your expectations, and we appreciate your honesty in highlighting the areas that caused dissatisfaction. Please accept our apologies for the security check experience you encountered. Guest comfort and safety should never feel intrusive or unacceptable, and your comments have been taken very seriously. We are currently reviewing our security procedures to ensure they are carried out in a more efficient, discreet, and guest-friendly manner, while still maintaining the necessary safety standards. We are equally sorry for the challenges you faced during breakfast. Long waiting times, particularly for basic items such as hot water, are clearly below the level of service we aim to provide. Your remarks regarding the speed and attentiveness of our breakfast team have been shared with our Food & Beverage management for immediate corrective action, including service flow and staffing review during peak hours. While we are pleased to see that you found the accommodation and Wi-Fi satisfactory, we regret that shortcomings during arrival, breakfast, and interactions with our team negatively impacted your stay and led to a low overall rating. This is certainly not the impression we wish to leave, especially for our business travelers who value efficiency and smooth service. Thank you also for acknowledging our sustainability efforts. Your feedback helps us understand where we are performing well and where we must improve to deliver a more balanced and satisfying guest experience. We truly hope you will consider giving us another opportunity in the future, so we may demonstrate the improvements made and restore your confidence in our hotel and brand. Kind regards, Gem Forest Hotel Nairobi- MGallery Collection!

Customer review rating 4.0/5

Nicholaus M. K. Business - Confirmed reviews ALL

Excellency customer care was enjoyable, and prompt response to my inquiries

Dear Nicholaus, Thank you very much for sharing your feedback following your recent business stay with us. We are delighted to read that you enjoyed a comfortable stay and that our customer care met your expectations through prompt and attentive responses to your inquiries. It is especially rewarding to receive your kind comments about our team. Your appreciation of the professionalism and responsiveness of our staff is truly valued, and we will be sure to personally share your compliments with Miss Jackline at the reception, who will be delighted to know she contributed positively to your experience. We are also pleased to note your high ratings for check-in, breakfast selection, Wi-Fi, sustainability efforts, and your strong likelihood to recommend both our hotel and the ALL loyalty programme. Your continued trust as a Classic member is sincerely appreciated. At the same time, we regret to learn about your experience regarding daily room cleanliness. Please accept our apologies for this oversight, as consistent housekeeping service is a fundamental part of our standards. Your comment has been shared with our housekeeping management to ensure closer monitoring and improved consistency moving forward. Thank you once again for your valuable feedback. We truly hope to have the pleasure of welcoming you back in the near future, and to provide you with an even more seamless and fully satisfying experience. Warm regards, Gem Forest Hotel Nairobi- MGallery Collection!

Customer review rating 5.0/5

Alexander N. Couples - Confirmed reviews ALL

Amazing place and hospitality,I liked the small details like hand written cards,the bed was very well decorated for The Girl’s Birthday. Even the tv screen had invitation message for us specifically. Thank you so much.

Dear Alexander, Thank you so much for sharing such a wonderful and detailed review of your stay with us. We are truly delighted to know that you had a comfortable, calm, and memorable experience. It means a lot to us that you appreciated the small personalized touches, from the handwritten cards to the birthday bed decoration and customized TV message—creating special moments for our guests is always our priority. A special thank you for recognizing David for his excellent room and bed decoration. We will be sure to share your kind words with him and the entire team, as it will be a great source of motivation. We also appreciate your feedback regarding breakfast, as well as your high ratings across all aspects of your stay. Your comments help us continue improving and delivering exceptional hospitality. Thank you once again for choosing us and for recommending our hotel so highly. We truly hope to welcome you back soon for another memorable stay. Warm regards, Gem Forest Hotel Nairobi- MGallery Collection!

Customer review rating 5.0/5

Jasmit S. S. Couples - Confirmed reviews ALL

It was a great experience to be there.

Dear Jasmit, Thank you very much for taking the time to share your wonderful feedback with us. We are delighted to hear that you had a lovely stay and that your overall experience was so positive. It’s especially rewarding to know that you appreciated our accommodation, cleanliness, breakfast selection, WiFi, and the service provided by our team. Your excellent ratings and your willingness to recommend our hotel truly mean a lot to us and motivate us to continue delivering memorable experiences. We are also pleased that you recognized our commitment to sustainability — this is an area we care deeply about, and your acknowledgment is greatly appreciated. Thank you once again for choosing to stay with us. We hope to have the pleasure of welcoming you back very soon for another great experience. Warm regards, Gem Forest Hotel Nairobi- MGallery Collection!

Other web-users rate our hotel

  • 75 reviews 9.5/10 Location
  • 164 reviews 8.9/10 Room
  • 339 reviews 9.4/10 Service
  • 147 reviews 9.8/10 Vibe
  • 77 reviews 9/10 Amenities
  • 45 reviews 7.6/10 Cleanliness
  • 44 reviews 9.4/10 Wellness Area
  • 38 reviews 8.7/10 Breakfast

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