Mercure Nairobi Upper Hill 4 stars

Customer review rating (ALL Rating) 4.6/5 305 reviews

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Longonot Road Upper Hill, Upper Hill, PO Box 25574, 00100 NAIROBI, Kenya

Description

Hotel extras

  • Relax in our well-designed rooms offering high-speed Internet and tea and coffee facilities.

  • Explore the wonders of Nairobi National Park, just 24 minutes from the hotel.

  • WOJO: co-working and flex office spaces, offer a seamless blend of comfort and functionality.

  • Discover local flavours with our food made with 100% locally sourced ingredients.

  • Our hotel is Safe Hotels certified, book with complete peace of mind

Our accommodation(s)

Hotel location

Mercure Nairobi Upper Hill

Longonot Road Upper Hill, Upper Hill, PO Box 25574
00100 NAIROBI
Kenya

GPS:-1.30027, 36.81438

Telephone
Fax +254 719 096000

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Car park
  • Pets not allowed
  • Shuttle
  • Restaurant
  • Wheelchair accessible
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • 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  305 reviews

Customer review rating 4.5/5

Lillian O. Solo - Confirmed reviews ALL

I would like to recommend Nicholas working nightshift on 17th.march he was extremely good. Yvet she checked me in good job.

Dear Lillian O., Thank you for sharing your detailed feedback with us. We are delighted to hear about your positive experience with Nicholas, Yvet, our reception team, and Ms. Karaba. Your kind recognition of their service, professionalism, and warm hospitality is truly appreciated and will be shared with the team. We also value your constructive comments regarding housekeeping interactions, additional amenities, and your dining experiences. Please accept our apologies for the shortcomings you encountered with the lunch service at the ground floor Pullman Wing restaurant and with room service. Your feedback has been noted and will be addressed with the relevant teams to ensure improvements. We are pleased that our service recovery efforts met your expectations, and we sincerely appreciate your recommendation. Thank you once again for your feedback. We look forward to welcoming you back for an even better experience. Kind Regards, Ken Musili General Manager

Customer review rating 3.5/5

Jacob J. Families - Confirmed reviews ALL

I would rate my experience 7/10. The stay was generally okay, and we are grateful for the complimentary cake and fruits, but I was quite disappointed with a few things that were promised but not delivered. First, the decorations were not as expected. I had been assured there would be flower décor from the door all the way to the bed, but that was not done. This was particularly disappointing because it was meant to make my wife’s birthday special. Additionally, the hotel staff (reservation agent) had promised they would sing for her birthday, which unfortunately did not happen. Small gestures like that can really make a celebration memorable. There was also no welcome drink upon arrival, which is usually a nice touch. The pool was not heated as expected, and there was no baby pool area or playroom, which would have been helpful for families with children. Overall, the stay was decent, but I believe the hotel should improve on keeping the promises they make to guests and enhancing the overall experience.

Dear Jacob J., Thank you for sharing your feedback regarding your recent stay with us. I appreciate your kind words about the complimentary cake and fruits, and I am glad to hear that your overall experience was satisfactory. I sincerely apologize for the discrepancies you encountered during your visit. It is disappointing to learn that the decorations did not meet your expectations for your wife's birthday celebration, and I understand how important such details are for creating lasting memories. Additionally, I regret that the promised birthday song and welcome drink were not provided, as we strive to deliver exceptional service. Regarding the pool facilities, we acknowledge your comments about the heating and the absence of a baby pool area, which could enhance the experience for families. Your feedback is invaluable, and we will take it into consideration as we continue to improve our services and offerings. Thank you once again for your insights. We hope to have the opportunity to welcome you back in the future for a more fulfilling experience. Kind Regards, Ken Musili General Manager

Customer review rating 4.0/5

Gaju G. Couples - Confirmed reviews ALL

Safe and clean place to stay.

Dear Gaju G., Thank you for sharing your feedback regarding your recent stay. We are delighted to hear that you found your stay comfortable and that you appreciated the safety, cleanliness, and quality of our rooms. Your kind words are truly encouraging to our team and motivate us to maintain the highest standards of service and hospitality. We look forward to welcoming you back for another excellent experience in the near future. Kind Regards, Ken Musili General Manager

Customer review rating 4.5/5

Tapio T. Couples - Confirmed reviews ALL

Very warm and friendly welcome, reception staff were very helpful with all our needs. Location was great also.

Dear Tapio T., Thank you for taking the time to share your experience with us. We are truly pleased to hear that you received a warm and friendly welcome and that our reception team was helpful in attending to your needs during your stay. We are also delighted that you enjoyed our convenient location and had a pleasant overall experience. Your kind words regarding the young gentleman at reception who assisted you upon arrival are greatly appreciated. We will certainly share your feedback with him and the entire team, as it encourages us to continue delivering excellent service. As a valued Classic Member, your satisfaction is very important to us, and we sincerely appreciate your continued support. We look forward to welcoming you back for another enjoyable stay in the near future. Kind Regards, Ken Musili. General Manager

Customer review rating 4.5/5

Oaitse P. Business - Confirmed reviews ALL

Very good customer service

Dear Oaitse P., Thank you sincerely for taking the time to share your wonderful feedback. We are truly delighted to hear that you experienced excellent customer service and enjoyed a comfortable stay with us. Your kind words are greatly appreciated and serve as a strong motivation for our team. It is especially rewarding to know that Hellen, Nicholas, Hosea, Evert, John, and Achoki at the bar contributed positively to your experience. We will gladly pass along your compliments to them, as they will be very pleased to know that their efforts helped make your stay memorable. Thank you once again for choosing to stay with us. We look forward to the pleasure of welcoming you back in the near future. Kind Regards, Ken Musili General Manager

Other web-users rate our hotel

  • 49 reviews 8/10 Location
  • 112 reviews 9/10 Room
  • 230 reviews 9.4/10 Service
  • 5 reviews 9.1/10 WiFi
  • 42 reviews 9.4/10 Comfort
  • 42 reviews 9.2/10 Cleanliness
  • 28 reviews 7.9/10 Breakfast
  • 24 reviews 5/10 Value

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