location overlooking the park is great. very easy to access from the airport

room service is a mess. both nights I ordered vegetarian pasta and sparkling water. nothing too crazy. both times I was announced a 25min wait time. the first night, I left my room after 1hr10min and no food. the second time, I called back after 1hr25min, to be told that my order had not been received (although I had called the exact same number), so I end up waiting another 15min to get some reheated pasta. water pressure is also too weak (I was on the 6th floor) and the pillows are super thick, so not comfortable at all.

Clean, near the airport, near the park, helpful staff at check in.

Check out took longer than necessary. A dinner cost was wrongly charged to my account and the check-out staff insisted that the expense was to my room even though I did not incur it (dining fee from Acacia Restaurant). The staff made me wait a long time while sorting their mistake. This was unpleasant because the staff should have sorted out this problem without inconveniencing me. I felt that the staff doubted my integrity even though clearly in my bill, it was not possible to have dinner in Acacia while I had also in-room dining. What made it worse was that the bill was made the day prior to my arrival in the hotel.

Nice rooms and the roof top pool with sunbeds. Loved the view of the national park!

Really expensive for the overall product. Not really value for money. Cocktails were expensive but among the worst we have had, which shocked us as it is such an exclusive hotel and bar. Service was really slow at times and it was as if everything was a hassle for the staff. When we asked for pool towels they proceeded to say the pool was closed mid-day as they couldn’t bother bringing the towels. However, one staff member warmed up and was really helpful. But they always had to ask someone if the items on the menu could be made, we could not put the bill on our room etc. We felt like we bothered them all the time. Overpriced dinner buffet.

The hotel itself is beautiful. Rooms and other facilities are very clean. The food is good. Staff is polite.

Rooms are pricey, but breakfast is not included. Housekeeping could use some training, for example to know to knock and announce themselves rather than just walk in on customers. There seems to be a disconnect between different departments, and messages communicated to the hotel ahead of the arrival don’t get to the end of the line which causes confusion and inconvenience. The restaurant staff gets overwhelmed when there are many customers. The result is confusion with orders and a long waiting time before the food arrives. Our group waited well over an hour for our orders.

Excellent breakfast, the only thing was that it had the same food each day but there was a good variety of options. Very good facilities for the conference we had on site. I also enjoyed a massage at the spa.

Lovely view of the park but rare to see any animals - saw only one ostrich in 5 days. Unable to walk out of the hotel premises because the tunnel to hotel is always full of water, so you have to call a taxi even to go just outside the premises.

The hotel was beautiful. The food and atmosphere are wonderful. It is directly across from Nairobi National Park so you can see animals from your room. The balconies and music in the evening was wonderful.

We did not have hot water three of the four nights we stayed. Our room did not look like it was used on awhile and was not that clean. This was not a big deal to us, but make sure when you book tours or rides from the hotel, they completely understand what you were asking for. We paid way too much money for a driving tour of Nairobi when we thought we were paying for a walking tour and paying to enter art galleries, observation towers, etc but all we got was a drive by . . . And it was expensive. All in all, however, it was a great stay with the exception of the miscommunication.

Everything was on point. Food service and staff exceptionally professional. One of the staff members by the name of Rose Kiragu even helped me organize a surprise birthday for my wife. Excellent experience. I’ll stay at Emara Ole-Sereni any other time I am in Kenya.

I loved everything about the place. It was an amazing experience. Keep it up. The rooms well kept. The staff professional. Location ideal everything was great.

Great location overlooking the park. Could see antelope and zebra from my bedroom. Great rooms and bars. Recommend the pizza in the old part of the hotel.

The staff didn’t seem to know about the airport lounge access offer and I had to show them on the web page. Also tried to book a full day safari which differs from the usual half day one. This seemed to confuse the staff but did get a call later in the day to confirm the booking.

the luxury of the building, especially the lobby, the restaurant (breakfast) and the room.

towels in the swimming pool area were rare to find. we asked to the staff and they searched for like 1h until they find them. In addition, after we ordered 2 cocktails and waited like 20-30 min, we asked the staff and they realized that they forgot our drinks. After that they offered us two drinks for free.

Modern luxury at its best. Beautiful, pristine rooms w/ high ceilings, hardwood floors, and crisp linens. Friendly, professional staff. The hotel in and of itself is an experience — we were blown away. Highly recommended.

Nothing.