Cysuites Apartment Hotel

The location was quiet and peaceful, and the rooms were very clean. The cleaning staff did a good job. I was new to Nairobi, and the staff went out of their way to help me with all sorts of things. They were really helpful.

After I chose to leave, the hotel kept my 800 euros, saying the booking was non-refundable. Nearly six months later, I still haven’t got the money back. The first night, we were put in a clean room while they said our booked room was still being prepared, even though I’d booked three weeks earlier. Then they moved us to a dirty, neglected room with a tiny bed meant for three. We were treated badly in our own country, and nobody responded when we complained. My daughter had a high fever, and the management was extremely unprofessional. The staff were shameless, and it felt like a rip-off. Absolutely unacceptable. Avoid booking here.

Nearly six months on, I still haven't received the 800 euros the hotel kept after refusing to refund me, saying the booking was non-refundable. We were first given a clean room for the night and told our actual room was still being prepared. Later they moved us into a dirty, poorly kept room with a tiny bed intended for three people. When we complained, nobody bothered to respond. The way we were treated in our own country was awful, and the management was extremely unprofessional.

The apartment layout works for a big group, but a lot of the basics were frustrating. The sauna and steam room cost $15 per person for 30 minutes, so they aren't included. Hot water didn't work in the baths, and one chicken dish was so tough the knife clicked against it and wouldn't cut through. Food took at least an hour, and longer for larger groups. At the airport, I was left waiting past 3 a.m. for over two hours, the last person still standing there. The driver said he hadn't slept in two days. The place is run down, and the photos don't match. They charged $60 (8600) for one load of laundry and put restaurant charges on our room that weren't ours. Those bills had already been paid by other guests when staff brought them up. I had to argue because we hadn't charged anything to the room, and the bill included things we don't consume.