Pan Pacific Serviced Suites Nairobi Reviews

If you're visiting Nairobi, you can expect a great location and good service here. It's connected to GTC Mall, and you can access Carrefour directly through the hotel, making it safe to use even late at night (though you need your key card). The staff are friendly. However, there was a stain on the bedsheet, but it was too late at night to ask for it to be changed, so I just slept. Overall, I was satisfied.

Overall, the experience was great! However, after one person showered, the hot water ran out, and we had to wait for it to heat up again. The location is fantastic; there's a small supermarket right around the corner if you turn right, and there's also a restaurant upstairs. It's super convenient for getting everywhere, and the room itself is very spacious.

Extremely satisfied! It's clean and feels incredibly safe, with armed guards on duty 24/7 right at the entrance. The area we stayed in is the best hotel in Nairobi.

Due to a layover, I booked this hotel for one night at the last minute. The location is decent, probably near a business district. Across the street is a JW Marriott, and downstairs there's a Carrefour and a delicious Chinese restaurant (highly recommended). The front desk staff were very enthusiastic and carefully explained the check-in process and how to get to our room (you have to go a bit out of the way to reach the guest room area). There's also a security check upon entering the hotel. However, there was an incident that made for a very bad experience. We booked a two-bedroom suite, but the balcony door lock was broken and couldn't be closed. At the same time, the entire building was undergoing facade maintenance or cleaning, with ropes hanging directly outside the balcony, which made us feel like someone could break in at any moment. As soon as we checked in, we noticed these issues and immediately reported them to the hotel, requesting a room change. The hotel refused, stating they would send staff to inspect and repair it. After much back and forth, it still wasn't fixed. We called the hotel again to request a room change, but again, it was denied. Next, we reported the situation to Ctrip. Ctrip apparently contacted the operating team, which is managed by a Chinese company. Although they agreed to change our room, upon inspection, they found that the same room type on different floors also had broken door locks. The management then tried to reassure us by saying that they also lived in the building and the area was very safe. It's incomprehensible that hotel management would use such an excuse to explain a management flaw, when there were clearly many more appropriate and quicker solutions. After several hours of hassle, and already being tired from the layover, we honestly couldn't be bothered to argue with the hotel anymore. In the end, we just used a sofa to block the balcony door and made do for the night. Ctrip was quite good, constantly checking on the progress and offering some compensation. The hotel management, however, never followed up again. In short, the experience of staying at this hotel really depends on luck.

Initially, the front desk service was acceptable, and the hotel location is excellent. However, my experience over the subsequent days left me deeply disappointed with the hotel's service. The overall hotel management seems to lack dedication, they're nitpicky with guests, and the housekeeping often falls short. Even with Ctrip's continuous coordination, the hotel's service simply isn't up to par. Both the service and quality are incomparable to leading serviced apartment brands. Furthermore, the room design was originally for a domestic residential project and then converted into a serviced apartment. Compared to purpose-built serviced apartments, there's a significant gap in terms of facility considerations. You'll quickly notice many illogical design choices during use. Plus, the high price makes it extremely poor value for money. I do not recommend staying here. Even after discussing my desire for an early check-out, the hotel refused. For those planning to stay for several consecutive days, I suggest booking separately and only extending your stay if you're satisfied, otherwise, you'll regret it. Finally, I must commend Ctrip's overseas online service. Their zero-time-difference support saved me a lot of hassle. I hope Ctrip will provide more feedback to its partner hotels, as the customer experience here was simply too poor.

Good service, accessible location and well maintained apartments

The restaurant offers a great variety of food, the room was clean, and the facilities are new and well-maintained. The resort grounds are lovely, and having a supermarket right downstairs is very convenient.

The environment is comfortable, clean and tidy.

Hotel room is new and huge, very good for family, I stayed for a 2 bedroom apartments for 2 nights, receptionist beta and the girl who is cleaning the room is super helpful and professional, highly recommend

Great for families.

Great location and good breakfast.

Will visit again!

Nice suites, well equiped and clean

This is a residence and not a hotel, so you should not expect the same level of service as a hotel, but there were sufficient services such as cleaning and security. The room was spacious and had a good view, so I had a comfortable stay.