La Maison Royale Hotel — Hotel in Nairobi

BAD CUSTOMER SERVICE AND BILLING !

We did a baby shower of which the staff were very friendly only to receive bad customer service from the management. My colleague paid for her bill just when her phone was going off.She thought the transaction never went through and she asked me to pay partly for her bill then she will refund me.After she put her phone on few minutes later, she realized the bill had gone through. We agreed and trusted these guys when they said they will refund on Monday since their accountant was not around. Remember? they confirmed that there was an over payment. We even started looking for a customer who hasn't paid their bill yet just to recover immediately, but since we never found any, we agreed to be refunded on Monday.Come Monday, they said Tuesday which we were still okay. Then that Tuesday, they start saying they cant trace the money, i should send them the receipts. Do these guys have an accountant really ? or how do they store their receipts? I sent the mpesa confirmation messages both mine and my colleagues and also the payments i made when swiping.I had to pay the bank to get my statement so as to prove to these cons that we indeed paid. They refunded us partly just cos the General manager intervened after the arrogance and rudeness from their other Manager telling us how he is doing us a big favor of following up. These guys still owe us ksh 650 and have refused to refund or even pick our calls. They are very very rude. They have a bad management . Their staff is friendly but just know if there is an issue you rather not deal with the manager ! It may look like small money but kindly refund us that Ksh 650 !!!!!!!!! I would never recommend anyone here. The people i brought to the baby shower were all Human resource managers and we even agreed we will be doing board,staff and end years meetings if they give us good service. I'm so embarrassed even to bring such people there ! How can we trust this hotel with big money if they can steal some...

Rooms definitely need an overhaul and a LOT of attention from the management.

Room as bathroom windows leaks when it rains outside

TV channels too less and lousy

Only one dustbin in the entire room . That too in the bathroom

Health faucet on the wrong side. Not functional and leaks.

Bathroom hot water : reception says you need to run the water for 10 mins for it to get hot. What about wastage of water and time !!

Bathroom toiletries of poor quality

Requests like iron board etc gets lost in transmission. Multiple requests went ignored. Came after multiple follow ups.

Flat in power adaptors needs to be made available to guests on request. Entire hotel of 60 rooms did not have an adaptor when requested.

Breakfast buffet options and restaurant service was excellent.

There is no way to keep the main door open even for a second.

The DND / clean my room card falls down on the floor every time you close the door.

Curtains in the rooms don't close properly.

Soad dish holder in the shower area is loose and rotating in all the rooms.

Towels are frayed and needs a relook.

No milk powder to make coffee or tea. Most irritating in the morning.

No newspaper service in rooms !!

Too many hard water marks in the shower glass, shower heads.

No room service menu card in the room !!...

I booked a room with this hotel online, i checked into my room within 30 minutes of booking it and saw dirty bedding and roaches running around, i walked out immediately to complain to the front desk. As i entered the elevator, i noticed the walls were paper thin and i could hear word for word phone calls and conversations from guests locked inside their rooms all the way down the hallway, this was the final straw for me.. I was horrified and told front desk i couldn't stay there due to the unhygienic conditions of the room and the lack of privacy..I was there a total of 5 minutes, I checked out and requested for a refund and was told since i'd booked with bookings.com i couldn't be issued a refund, that i would've been issued a refund if I'd booked directly with the hotel, i raised a complaint with bookings.com and was told a request for a refund will be put in with the hotel, i called the hotel the next morning and was notified by the receptionist that they had seen the request from bookings.com and the request had been approved by the hotel and i should wait for it to process.. apparently, they're liars too as i received a response from bookings.com a few days later that my refund request had been denied...