Muthu Sovereign Suites & Spa, Limuru Road Near Nairobi — Hotel in Ngecha Tigoni ward

We chose Sovereign Suites for our small intimate wedding as their wedding package matched exactly what we were looking for. A beautiful wedding venue that did not charge for grounds and provided in-house catering. We picked the silver package and selected our food choices based on the menu options. The hotel even organizes for a food tasting for 4 people as a complementary. We were impressed at the food tasting and even provided feedback to the chef on adjustments to make on the wedding day.

We were very disappointed by the food that was served on the wedding day. Beef stroganoff was switched to basic beef stew. Creamed spinach was spinach mixed with cabbage, with no cream. Vegetable fried rice changed to Tumeric rice. We had agreed on 50/50 brown and white chapatis. Guests were only served white chapatis. Stir fry garden peas and carrots were replaced by french beans. The starter soup was positioned at the end of the buffet set up and the servers did not direct the guests, which ended with many guests missing the soup station.

Bottom line is that the food was very underwhelming. What we ordered was not what was delivered and the food experience was not commensurate to the amount we paid per plate. We could have paid much less for the type of food that was served.

To give credit where it is due, the pastry chef did an amazing job. The pastries were consistent to what we had at the food tasting and the guests enjoyed the dessert menu.

I will rate the hotel two stars for the mere fact that this was my wedding. My husband and I had intended a food experience for our guests. You had one job and you failed to deliver. I still do not understand how you messed up food for 72 guests.

I have given the same exact feedback that I already gave to the Manager. I hope you do better in other...

I am extremely disappointed with my experience. I was unable to sleep at night due to loud guests slamming doors and causing significant disruptions. I called the reception at 10:30 PM to express my concerns, yet the staff member I spoke to claimed they couldn’t hear anything, although she assured me they would follow up. I never received a callback to inform me of any actions taken. So I called again at 11.30pm. Nothing seemed to have been addressed other thank sending someone to come and talk loudly with their phone on the speaker adding to same issue.

At 12:30AM, I called again and was told that some guests in neighboring area could be the ones but had been asked to keep it down. This was misleading, as I could clearly tell the disturbance coming from the room next door within the hotel itself.

The disruption continued, leading me to make yet another call at 3:00 AM, where again I was promised a follow-up. The next morning, around 8 AM, I went to the reception to speak directly with the concierge about the ongoing issue, specifically requesting them to check room 110, where there was still confrontation. The staff member lazily approached the room, and another gentleman, who seemed not to have good communicate skills and couldn't communicate effectively, simply and casually apologized.

An apology is not sufficient. Management must take responsibility for their staff's actions, particularly during night shifts. I paid for a stay to enjoy peace and tranquility, not to endure this kind of turmoil. Why did the hotel staff not take appropriate action, such as asking the noise makers to be quiet or relocating them to another room? It is unacceptable to subject guests to such an environment. This needs to...

I booked the spa-cation escape and chill package that entailed the suite stay, lunch, massage, private high tea, romantic dinner and champagne breakfast. The grounds are well maintained and serene. The food was tasty and well prepared, dinner was enjoyable but lunch was served cold. The breakfast service was slow (my French toast only came after I had finished eating). There was no private high tea, no romantic dinner and no champagne breakfast.

The junior suite was clean, spacious and had good amenities, Unfortunately at around 6:30pm a man unexpectedly walked into my room with a key without knocking or announcement. The reception explained that it might have been a maintenance staff member but this made me very uncomfortable and it raised concerns about privacy and security. The next morning there was no hot water in the shower and a staff had to come to fix it.

The spa experience was also abit underwhelming. The massage room was located near the open jacuzzi area which made it quite cold given Limuru's chilly weather. While the masseur Pauline was skilled, the session lasted under 30 minutes, it felt rushed. She focused mainly on my legs and back, I had to request for my arms to also be massaged. I had specifically requested for a deep tissue massage but this wasn't followed since apparently I was getting into the steam room.

Overall, serene location, quiet, green and relaxing. The lack of service consistency, missed package highlights and privacy concerns made the experience...