Four Points by Sheraton Nairobi Airport — Hotel in Nairobi

brand a bad naThe Marriott websites lists the Sheraton Four Points Nairobi Airport as a 5 star hotel. A 5 star hotel is defined by AAA as providing flawless guest services in a state of the art facility. This hotel is an epic failure, by any measure or definition. I arrived in Kenya at 5:45 a.m. and the hotel shuttle was there to pick me up. The shuttle is a free service provided by the hotel, so I was initially impressed. As soon as I arrived to the hotel (about 6:30 a.m.), I was completely disappointed by the reception I received. The reception agent was rude, wanted to charge me an additional charge for arriving early, even after I had contacted the hotel days in advance, and gotten an approval to arrive earlier at no additional charge. I had to request the manager, and after showing here the email traffic, they allowed me to check in. Not only was this an extremely bad welcome to the hotel, but it shows lack of communications between their staff… all at the customers expense. Service by the remainder of the staff did not get any better. The housekeeping staff did a poor job, and I had to request for them to return and re-do some of the cleaning and return my house shoes, which they had discarded. Their pool was closed for two days due to repairs, but there was no notification in advanced. I used the gym while I was there, and while they had COVID signs everywhere asking guest to clean after use they were out of cleaning products. After the second day I went to the attendant that just sat outside the gym playing on her phone, and asked her for the cleaning solution. However, I never got it before I left the gym that day. They have Wi-Fi, but it works sporadically, and their TV’s are not smart, and often don’t get the signal from the channels. When I asked for help from the reception, they did not respond quickly, and had to call back several times. Check out of the hotel was about as good as check-in, by a reception agent that lacked enthusiasm, and did not make you feel like a welcomed guest. With all that said, their shuttle service was very good, their room was large, with comfortable bedding, and their restaurant staff was efficient. Because of its poor service, this hotel gives the Marriott name brand a...

Just arriving home in Florida after two weeks in Nairobi, I reflect back on my stay at Four Points Sheraton Nairobi Airport as in indispensable anchor in the success of my travel adventure. I found this property quickly as part of the Marriott Bonvoy branding and easily booked with no issues or concerns whatsoever. Happily, the experience lived up to, if not exceeded, my every expectation. It is not just a "well-equipped hotel" as described by some, and it is much more than a "great location"...this property and the teams that maintain it are a bastion of reliability and excellence that feels like home. That is not such a easy accomplishment for a property to pull off so far from home, but Four Points does it with grace and ease.

I'm sure that during my stay I enjoyed everything that this team had to offer. I booked a safari through their travel desk, had special meals arranged by their concierge, withdrew local currency from my account at their front desk, enjoyed laundry service, room service, lazy days poolside and delicious meals at their marketplace and rooftop restaurants. I recall lounging in the leisurely business lounge a few times; each place a delight, each moment a pure joy.

The respect and attention that all staff gave to me and to my fiancé during our stay made us feel quite appreciated as guests of the Four Points. The security check-point and entrance attendants performed their duties with care and grace. There is not one way that I could articulate any improvement on the world-class service that I received in their care. I am happy to share this feedback with others that they may also enjoy this truly caring experience abroad.

One tip that I would like to leave travels with is to request Nick when booking a safari tour. His knowledge of the region and animals in the national parks makes for extremely special encounters.

Also, ASK ANYTHING. Anything that you need, any service that would add to the enjoyment of your trip, ASK THE STAFF. They do their very best to make it all happen. They were simply amazing at attending to...

I recently stayed at the Four Points by Sheraton Nairobi, located conveniently near the airport. While the proximity to the airport is a big plus, my overall experience was somewhat underwhelming.

Service: The level of service was below my expectations for a Sheraton property. Although the check-in staff was polite and efficient, the overall service quality lacked consistency and professionalism. One major issue I faced was with their airport shuttle service. Upon checking out, I had requested the shuttle for my return in two days, as I had left my luggage with the concierge. After a brief argument, the staff agreed to my request. However, when I returned and asked for the shuttle service, they initially refused, citing that the agreement had not been communicated. After some back and forth, they finally agreed, but only after a frustrating experience.

Later, after having lunch at their restaurant, I asked for the shuttle again and, to my surprise, they refused once more, stating that the morning shift had left and the new shift was unaware of the previous arrangement. This lack of communication between staff was highly unprofessional. Another long argument ensued before they eventually agreed to honor the earlier promise. This entire ordeal was disappointing and showed a lack of coordination among their staff.

Room: The room itself was acceptable but not up to the cleanliness standards I expect from a Sheraton hotel. The bathroom, in particular, was not well-maintained, which added to the overall discomfort.

Conclusion: While the hotel's location and shuttle service could be great assets, the inconsistent service and lack of cleanliness significantly detracted from my experience. I hope the management takes these issues seriously to ensure a better experience for...