Thank you very much for choosing to stay at the Hilton Nairobi and for taking the time to share your valuable feedback with. We have always taken pride in ensuring that our guests have the feeling of it being a home away from home as well as constantly strive to achieve the highest quality standards.
We have noted your fine compliments about our facilities and although furniture looks a little dated, I am pleased to advise that we are in the progress of a master plan renovation preparation, that will see a complete make-over of the Hotel in time to come.
We appreciate your gratitude to our team members’ hospitality which is my upmost pleasure to share with all of them. Although the mention that the cost of a meal is on the high side, I believe a main dish from USD 12 is reasonable. However, I do take your point, but at the same time we are happy to note that you enjoyed the quality.
With regards of internet charges, I would like to advise, that apart from it not being a free service as a Hilton Worldwide policy, our internet service is provided by Docomo, a 3rd party internet service provider, making it rather difficult for us to lower it or even provide it for free. We do however have a so called Business Plus Package, where apart from an upgrade to a next level room type, unlimited internet access is included in the room rate with a small surcharge. Likewise, for our esteemed Hilton Honours Gold and Diamond members, internet is fully complimentary.
I have noted with regret that you lost $100 in your room; you have my sincerest apologies for this rare occurrence. I am not able to investigate this matter because of lack of your vital information, nor do we have any records in our security department of this incident. Kindly give us more information through the undersigned address and I will be able to give you proper feedback.
I am glad to note that apart from the loss, you were satisfied with your overall experience. Believe me, it is comments such as yours that make all efforts truly worthwhile.
Your continued patronage and comments are a vital part of our growth, for which we are most grateful. We look forward to welcoming you back to the Hilton Nairobi again and any of our Hilton Family of Hotels worldwide in the near future
In the meantime, if I can be of any assistance, please do not hesitate to contact me.
Kind regards,
Martin Voskamp
General Manager
Hilton Nairobi
Mama Ngina Street
P O Box 30624
00100-Nairobi, Kenya
Telephone Number: +254 (20) 2790000 / 2790100/ 2288000
Fax Number: +254 (20) 2250099 / 2210990
Email Address: martin.voskamp@hilton.com