Cloud Hotel & Suites

The pool was one of the reasons we booked, but it was closed for re-tiling. Getting to the restaurant meant walking through an active construction site each day, and the place itself felt dated, with restaurant cabinets and fixtures falling apart. Our room wasn't properly cleaned either, with dust and stains, while the air conditioning barely cooled it. The elevator kept malfunctioning and sometimes got stuck. Breakfast was nearly inedible, with few low-quality choices. We also found the hotel inside a shopping mall, which wasn't the setting we expected from the advertising. After sharing photos and details of these problems, we asked politely for a refund, but the hotel refused. We gave up on the second night and left early because the conditions weren't tolerable. This felt neglected and poorly managed, nowhere near four-star quality, and it spoiled what was meant to be a restful stay. I'd advise other travelers to avoid it until there's serious renovation and better management.

The hotel is very convenient, with shops and restaurants on the ground floor of diamond plaza and a food court with plenty of choices. Food plus supermarket has what you need, so we didn't have to go outside the plaza for anything. The hotel is on the 9th floor, and taxis wait outside gate 2. We hired Francis, who has a 7 seater car, for the two weeks we stayed at cloud. He was kind, honest, helpful, and always came when we called, right on time. Breakfast was good and the menu changed often. Room service was excellent, with generous portions. I also want to thank Mr. Hussein and his team for being supportive and understanding. The staff are polite and eager to help. Housekeeping even found my father in law's money on the bed, and the woman made sure to tell us about it. She's very honest.

Breakfast at the restaurant was nice, and there was plenty to see nearby, including the food court outside. This is Nairobi Parklands, with a Hindi temple and school across the street, a muezzin calling five times a day, and churches close by. The room was nice overall, though the bathroom needs some maintenance. Staff were pleasant and helpful when they could be. I did see some, mostly young women, get berated by management over small things. Staff greeted us warmly, while management just stared until it felt uncomfortable. It was sawasawa for the most part.

The pool was dirty and disappointing compared with the photos, and its room felt cold rather than warm and steamy. Breakfast was the same basic spread every morning, with stale pastries, oddly textured fruit, and some merely okay hot dishes. The TV was mostly useless: the channels didn't work and neither did Netflix, leaving Prime or YouTube. Our check-in was supposed to be at 1, but we arrived a bit late because of our flight. At 2, the room still wasn't ready. By 5, four hours after we should have had it, we were told we'd get another room. That turned out to belong to someone else, then we were moved to my parents' room, and after that moved again. When we went out for dinner, our bathroom smelled strongly of paint, so we had to switch rooms once more. The whole place felt disorganized and very poor. I wouldn't come back.