Pullman Nairobi Upper Hill 5 stars

Dear Andrea, Thank you for taking the time to share your experience following your recent stay at Pullman. We are delighted to know that you had a great stay and that you enjoyed our rooms, facilities, and the professional, accommodating service provided by our team. We are especially pleased to hear your kind recognition of Mohamed and Anthony from our taxi service. It is wonderful to know that they contributed positively to your visit by ensuring your transportation around Nairobi was smooth and enjoyable. Your compliments will be shared with them, and we are confident they will be encouraged by your thoughtful recognition. At the same time, we sincerely apologize for the inconvenience caused by the frequency of our courtesy calls to your room. While our intention is always to ensure our guests' comfort and satisfaction, we understand that these interruptions affected your ability to rest and attend to your meetings. Please accept our apologies and thank you for bringing this to our attention. Your feedback has been shared with the relevant team so that we can review our communication practices and better respect our guests' privacy and preferences. We truly appreciate your valuable feedback, as it helps us continuously improve the experience we provide. We look forward to welcoming you back for an even more seamless and enjoyable stay in the future. Kind Regards, Ken Musili, General Manager.

Dear Eun J. P., Thank you for taking the time to share your feedback following your recent stay at Pullman Nairobi Upper Hill. Please accept our sincere apologies for the challenges you experienced, particularly regarding communication, service delays, check-in coordination, and breakfast service. We understand the importance of efficiency and clear guidance, especially for our business travellers, and we regret that we did not meet your expectations. We truly appreciate your constructive feedback regarding staff training, service coordination, and the need for clearer communication on hotel procedures and facilities. Your concerns have been shared with the relevant teams as we continue to improve our service standards and guest experience. As a valued ALL – Accor Live Limitless Classic member, we sincerely appreciate your loyalty and trust. Thank you for helping us identify areas for improvement, and we hope to have the opportunity to welcome you back and provide a smoother, more seamless experience. Kind Regards, Ken Musili, General Manager.

Dear Christelle, Thank you for taking the time to share your wonderful feedback following your recent stay with us. We are delighted to learn that you enjoyed your stay and appreciated the service-oriented spirit of our team. It is especially rewarding to know that our hospitality, comfortable amenities, and thoughtful touches, such as our bathrobe and breakable bottle initiative, contributed positively to your experience. As a valued member of the ALL – Accor Live Limitless loyalty programme with Classic status, we sincerely appreciate your continued trust and loyalty. It is always our pleasure to welcome you, and we look forward to providing you with even more memorable experiences during your future stays. We are especially grateful for your recognition of Nicholas and our restaurant team member who welcomed you during breakfast and lunch service. We will be delighted to share your kind compliments with them, as we know they will be encouraged by your thoughtful acknowledgment. Thank you once again for choosing to stay with us. We truly value your feedback and look forward to welcoming you back for another exceptional experience in the near future. Kind Regards, Ken Musili, General Manager.

Dear Teopista, Thank you for taking the time to share your kind feedback following your recent stay with us. We are delighted to hear that you enjoyed our convenient location, comfortable accommodation, and quality meals. It is especially rewarding to know that you found the hotel homely and that our service met your expectations. Your recommendation means a great motivation to us, and it serves as a wonderful encouragement to the entire team as we continue striving to deliver memorable experiences for all our guests. Thank you once again for your support. We look forward to welcoming you back in the near future. Kind Regards, Ken Musili, General Manager.

Dear Geophrey, Thank you for taking the time to share your feedback regarding your recent stay with us. We are truly sorry to learn about the challenges you experienced during your departure, particularly the inconvenience caused by the duplication of dinner charges. This is certainly not the level of service we aim to provide, and we sincerely apologise for the frustration, delay, and the impact this had on your travel plans, including your missed flight. Please be assured that your concerns have been taken very seriously. We will be reviewing this matter with our Front Office and Food & Beverage teams to understand how this occurred and to ensure stronger processes are in place to prevent such situations in the future. A member of our team will also reach out to you directly to follow up on this matter. We truly value your loyalty as a Classic Member, and it is very disappointing to learn that your stay did not reflect the standards you expect and deserve from us. Thank you once again for bringing this to our attention. We hope to have the opportunity to restore your confidence in our service and welcome you back for a much-improved experience in the future. Kind Regards, Ken Musili, General Manager.