Pan Pacific Serviced Suites Nairobi — Hotel in Nairobi

• We checked in around 14h05 and went to our room, soon after we found a large cricket on the pantry room. • After setting our things, we went down to the restaurant / pool area and ordered two burgers and two drinks (water and fanta) for a light snack at 15h to be delivered at the pool bar. 10 minutes later our drinks came. After 40 minutes of waiting without food I went to the restaurant reception to ask the employee about the burgers. The employee response was "let me check with the kitchen and I'll came back to you". Waited for 5 minutes with no one coming back. Another employee came by and I asked the same, the employee responded, "ok let me check". A few more minutes passed by and no one came. I gave up and went to the kitchen and explained I didn't want the burgers anymore. We left without finishing our drinks. It was then 16h and we went to grab something quick to eat at the mall. • At 16h45 we were back at our room when we noticed that the toilet was dirty and there were no shower heads on the shower. Tried to call reception but the phone in the living room was incorrectly placed and so didn't have enough battery charge to make the call. At that exact time an employee was just ringing at our apartment, 'lucky timing' I though. For our surprise the employee was carrying a food cart with our burgers - just 1h and 45 minutes after the order and 45 minutes after I have informed that we didn't want the burgers. • Anyway, I refused the burgers and explained the situation about the dirty toilet and the shower heads. The employee left to call maintenance. We didn't wait for maintenance and went to the pool (since we already lost almost 2h between the burgers and shower heads incidents). At that time I informed the reception by phone using the one in the bedroom. • At 17h45 we went back to our room and an employee came to try and charge us for the drinks. I refused to pay since we just ordered the drinks to go along with the burgers and we didn't even finish our drinks. Employee accepted the explanation and left. Inside our shower had been fixed and the toilet cleaned. • I then went to the reception and talked with the reception manager Peter. Peter was really good and dealt with everything very professionally and politely. He immediately apologized and made sure to to investigate everything that happened. • A few minutes later Peter called and asked if we could meet up at the room. He gave us a letter of apology and he was accompanied by another kitchen employee who gave as a fruit plate. Peter explained all the mistakes that happened and asked if we had anything in mind that he could do to compensate our troubles. I asked for a late check-out on the next day at 14h instead of the usual 12h, and asked for us to use the hotel lobby to chill out after that since we had a flight out of Nairobi later on that day. He agreed and added that he felt that wasn't enough for our trouble and offered us dinner at the hotel restaurant free of charge. • Later that night me and my wife and dinner at the hotel restaurant, food was acceptable. We both had soup and a main plate. No desert. My wife asked for a bottle of sparkling water and I asked for a single glass of wine. We also asked for tea. At the end of the dinner the single glass of wine was charged. • The next day we stayed for a bit longer at the pool area, at 13h we tried to go up to our bedroom but our cards were no longer working at the elevator. So we had to wait for someone from the reception to come with a new card for us to use at the elevator and room door. This showed us once more a lack of organization in the hotel. • We checked out a few minutes before 14h and stayed at the hotel lobby until almost 20h with no...

Last month, my husband, our team and I spent a few days at the Pan Pacific Suites in Nairobi. |Overall, we had a very good experience. |We were grateful for the assistance/ service which was rendered to us by Brenda Sugut, as well as several members at the front desk (Eric, Godwin & Cate) and those in the restaurant especially Risper, Masilena & Stephanie. However, we had an unfortunate experience which we believe needs to be addressed. |We had a fairly large package delivered to us subsequent to our arrival & this was taken to our suite by Eric. When the time came for us to bring it downstairs for further transportation, as the Uber which we requested, was waiting to collect it, we called the front desk and requested a dolly.| We waited unsuccessfully for someone to bring a dolly to our suite. We made a few calls to the front desk as we knew the Uber was waiting to pick up the package and were told that someone would be with us shortly. |It appears that there was a shortage of staff on duty.| After waiting for approximately 30 minutes, my husband even volunteered to go downstairs to get a dolly, but was told that this was against hotel policy. |When we could not have waited any longer, a member of our team had to literally lift the heavy cumbersome package and carry it downstairs. |What happened was totally unacceptable and should be addressed to avoid any reoccurrences of this nature for any of your guests.|We had an appointment that morning and given the fact that there was this delay, our schedule was thrown completely out of balance. |Had it been that we were checking out to catch a flight that morning, we would have missed it completely much to our inconvenience and needless to say additional expense.|We pray that the next time we visit Kenya, should we choose to stay at your establishment, that we will not have any such unfortunate experiences.|This seemed to be a management issue|since it appears that the staff on duty had little or no control over what occurred due to a shortage of staff.|There was also an additional item which required attention. The telephones in our room did not work properly. After being checked by a technician on your staff, we were able to use them on speaker mode only since the necessary parts for the repairs were not available at that time. Up to the time of our departure this matter was not resolved.|Again, special thanks to the members of staff who were very helpful and courteous to our team during our stay there, as they did their best to make our stay in...

Last month, my husband, our team and I spent a few days at the Pan Pacific Suites in Nairobi. Overall, we had a very good experience. We were grateful for the assistance/ service which was rendered to us by Brenda Sugut, as well as several members at the front desk (Eric, Godwin & Cate) and those in the restaurant especially Risper, Masilena & Stephanie. However, we had an unfortunate experience which we believe needs to be addressed. We had a fairly large package delivered to us subsequent to our arrival & this was taken to our suite by Eric. When the time came for us to bring it downstairs for further transportation, as the Uber which we requested, was waiting to collect it, we called the front desk and requested a dolly. We waited unsuccessfully for someone to bring a dolly to our suite. We made a few calls to the front desk as we knew the Uber was waiting to pick up the package and were told that someone would be with us shortly. It appears that there was a shortage of staff on duty. After waiting for approximately 30 minutes, my husband even volunteered to go downstairs to get a dolly, but was told that this was against hotel policy. When we could not have waited any longer, a member of our team had to literally lift the heavy cumbersome package and carry it downstairs. What happened was totally unacceptable and should be addressed to avoid any reoccurrences of this nature for any of your guests. We had an appointment that morning and given the fact that there was this delay, our schedule was thrown completely out of balance. Had it been that we were checking out to catch a flight that morning, we would have missed it completely much to our inconvenience and needless to say additional expense. We pray that the next time we visit Kenya, should we choose to stay at your establishment, that we will not have any such unfortunate experiences. This seemed to be a management issue since it appears that the staff on duty had little or no control over what occurred due to a shortage of staff. There was also an additional item which required attention. The telephones in our room did not work properly. After being checked by a technician on your staff, we were able to use them on speaker mode only since the necessary parts for the repairs were not available at that time. Up to the time of our departure this matter was not resolved. Again, special thanks to the members of staff who were very helpful and courteous to our team during our stay there, as they did their best to make our stay in...