The hotel is well located with direct access to great dinning and retail opportunities. Having stayed the hotel many times, it’s great to see that they have maintained, and improved on, their quality of service!

The only thing I didn’t like occurred on the last day as I was leaving for the airport. I visit Nairobi frequently and use the same driver every time. When we were leaving the hotel, we were told that they no longer validate entry/parking for non-hotel vehicles/drivers. This is a bit disappointing. The hotel drivers are fine but I prefer to use my own. It’s not a lit to pay so I covered it but it was annoying and cost us 15 minutes as the security staff were not familiar with process.

Very conveniently located by the village market which has everything you need. Staff is always ready to accommodate client and make up for their mistakes. I liked the commercial gesture by the hotel manager to make up for a few glitches that could have ruined our stay. View from the rooftop pool is really superb!

There is no fitness in the hotel; you have to walk into the mall to access one, not just walk in as only the receptionist can book a slot for you. As a result, I once showed up but was told that they had no booking under my name. The rooftop pool is not heated so ends up more decorative by cold weathers. Rooms can be quite noisy in the evenings due to music coming up from the village market.

I had two consecutive stays (one through booking.com and one booked through my client). Had it been for the first stay only I would have written a negative review. The second stay however was more than perfect. So here the positives: in general i found the staff (except the receptionist the very first morning) very attentive. The rooms were well equipped and spacious. Breakfast was fantastic. As a compensation for the bad experience at the first morning I got a dinner on the house and an upgrade on my second stay. This is appreciated. Thank you!

The first morning was a nightmare. My flight arrived at 3:30 in the morning and the airport pickup (which is by the way expensive) did not show up. I called the hotel (on very expensive roaming charges) and still nothing happened. So after waiting for more than an hour at this time in the morning I took a taxi and the receptionist claimed, that i had not paid for the transfer (which I could proof, that i did). I still had to argue, that the hotel had to pay for the taxi. After finally arriving after a sleepless and tiring night at the room at 6:00 in the morning, it was not cleaned with hair on the bed, used towels, full dustbins, used water bottles... As mentioned, the costumer relations manager, Eva, made sure, that after that everything went very smoothly and well.

We were Celebrating an anniversary over the weekend, Loved how the Staff spiced up the room. Décor is good, room was kept clean and staff are professional. Rooftop pool was cool.There's culinary variety from the restaurants and eateries and access to a good shopping experience.

Lounging at the pool area is great but on the second day, the vibe was ruined for a few hours by an obnoxiously loud guest who was seemingly drunk and abusive to staff. As far as I could tell there's a policy to prevent such disruption but staff appeared scared to enforce this. I'd suggest management concerned should empower them.

The highlight of this hotel is the staff. Everyone here are amazing, sweet, accommodating and just overall a delight to interact with. The rooms are fine, not extraordinary. The breakfast is good and abundant. The rooftop pool was great - on weekends you can order cocktail and food from Hero - the amazing cocktail and restaurant on the 9th floor of the hotel. I would absolutely stay here again.

Nothing

Mostly-comfortable room. Good location. Very friendly staff.

The room was clean and comfortable, but a little worn. In my room it was a challenge to get decent shower pressure and hot water at the same time. I requested an airport drop-off in advance, but there was unnecessary confusion among the front desk and driver staff.

The visit was a special treat for my son who had just turned 10! Trademark Hotel made his birthday even more special, from a welcome birthday cake; a card signed by the Guest Relations Manager, one signed from me and 3 complementary tickets for activities at the Village Market! This was way beyond what we expected and am truly grateful! Also, the view from the room was amazing!

Nothing!

Breakfast good, local good, staff good

The room we had was described as a "Deluxe Double Room with Balcony", which to our interpretation of "balcony" the room did not have. Having looked up the definition of "balcony" (an area with a wall or bars around it that is joined to the outside wall of a building on an upper level), then we suppose the outside seating area provided with the room could be about described as "balcony", but it was not a "balcony" in the traditional sense, more an outside space, approx. 4m x 4m with artificial grass, three plant plants and two chairs, all enclosed by walls. More a good outside seating area - We expected some form of "view" but there was none - only the sky above, the walls, and the side of the hotel raising on one side. Disappointing.

I loved the breakfast! It is so convenient they start since 6:00am there is for sure something for everyone, the food is amazing, and if you need to go to your tour or activity, they will provide for you to pack it. I love that it is super secure, the area is really nice, near it is the Karura Forest. The shopping mall has anything you would need, nice restaurants and ambience.

It can get a bit noisy because the shopping mall is in the back, and of course sometimes it can be really busy. If you are planning to have a nap or something at mid-afternoon, it will be hard, but other than that, all was great.

The property is in a great location, and was central to everything that one could possibly want to do in Nairobi. I liked that it is anchoring an upmarket shopping mall, and gave us access to numerous choices for shopping and dining. We also loved the state of the art fitness center.

Not applicable.