Heri Heights Hotel Apartments, SureStay Collection by Best Western — Hotel in Nairobi

The apartment is spacious, location is perfect and great ambience. The gardens were beautiful and the staff are friendly.||However being second-time guests, we never thought the services had deteriorated so much since the last time.||First, we were given stained beddings and towels. This is a NO NO for hotels, especially a 4-star one. ||The water pressure in the house was very low especially downstairs and my husband and I had to go shower in the children's bathroom. This is not to mention that eventually, the water in the shower would go cold after 10 minutes. We were here for one month and this was never addressed even after reporting it to the reception.||The washing machine has no drier so we were given a small line to hang clothes but they couldn't dry since it was the cold season. When we reported they took our clothes to dry at their laundry and one time they returned our clothes with chewing gum stuck. On our last day 20th July, there was no water in the apartment with no solution in sight.||Talking about the restaurant, their service is really slow taking even up to almost one hour to deliver in the room or serve. The menu is also limited.||Generally, the apartment needs to be refurbished because at one time the bathroom mirror fell off and almost injured my daughter. Additionally, the upstairs toilet was unstable and would slightly shake when sat on. There was also evidence of smashed mosquitoes on the walls, ceilings, and mosquito nets.||For a family of four, there were only 4 spoons and very few cups and glasses. Honestly, you can add a few more.||I must mention that for the wifi it is rather weak and only worked in particular spots of the house. The gym equipment is not in good working condition, an example being the socket of the treadmill at one point started smoking. The TV in the room is not an up-to-date one.||The reception could be more efficient though I guess they were doing the best within their power.||Reading the reviews of other guests I'm left wondering why we are the only ones with this kind of review. Did we just get poor service for the same rates or are there superior services for other guests?||Sorry, but I don't recommend this facility unless...

Underwhelming experience at Heri Heights The hotel failed to deliver on our bridal suite reservation, which included a balcony. Instead, we were given a room that was no where near what we had specifically asked for further more it was not cleaned, and we had to waste time waiting for them to prepare it. This threw off our entire schedule. The absence of a manager on the floor made it impossible to address our concerns in a timely manner. No compensation was offered, which added to our frustration.

To add insult to injury, the bride and groom's room wasn't cleaned the next day despite their request. The housekeeper claimed it had been cleaned, but photos taken by the couple tell a different story. This blatant disregard for guest satisfaction and lack of accountability is unacceptable. The final straw was when we finally managed to speak with a manager at check-out, after numerous attempts to reach someone over the phone. Instead of apologizing or making amends, he showed no remorse or courtesy. In fact, he made us feel like we were the ones at fault. As someone who works in customer service, I know that prioritizing guests' needs and making things right is crucial. This manager's behavior was appalling, especially considering the groom's situation. He couldn't even deliver on the promise he made to his bride on their wedding night - a night that sets the tone for their life together. The lack of empathy and understanding was staggering. Given the hotel's failure to meet our expectations, I wouldn't...

The staff was warm and welcoming,having missed my type of room upon check-in ,the Front Office Supervisor spoke to me on Phone and assured me I will get my Apartment the next day by 10.00am,she delivered this right on time,you have been extremely hospitable to Me and my family really appreciate this kind gesture for the past 15days we have stayed at Heri Heights,it's our 2nd home in Kenya..the jazz night is something else...,lovely.!.||Every detail was carefully considered,the food was delicious and well presented and always on time,a heartfelt thanks to our server Catherine and Restaurants Manager James,you are awesome people..||The Front Office Team .. Thank you!!To Damaris you are a gem one of the Front Office Supervisors whose professionalism, attentiveness and knowledge stood out,her excellence left us delighted making the whole experience memorable.||We can't wait to return,My wife ,Noah and his siblings miss you...