Heri Heights Hotel Apartments, SureStay Collection by Best Western Nairobi

I was there for a week with colleagues. The grounds are lovely and green, and the staff were friendly and helpful. The rooms feel old, though. C wing is much more dated than D, so I wouldn't suggest staying there. There are also cute little monkeys in the garden by the swimming pool.

It's in a quiet, peaceful part of Nairobi, with a lovely garden and pool. There's even a pool bar when the weather's good. The staff and apartments are wonderful, and it's a nice spot to relax for a few days. Nairobi arboretum park is a 10-minute walk away.

The bride and groom's room still wasn't cleaned the next day, even though they'd requested it. The housekeeper said it had been done, but the couple's photos showed otherwise. We eventually reached a manager at checkout after many attempts to get someone on the phone. He showed no apology or courtesy and made us feel at fault. As someone in customer service, I know how important it is to look after guests and fix problems. His lack of empathy was appalling, especially given the groom's situation. He didn't even keep the promise he'd made to his bride for their wedding night, a night that sets the tone for their life together. We were already frustrated because the hotel hadn't provided the bridal suite we'd reserved, which was supposed to have a balcony. The room we got was nothing like what we'd asked for, and it hadn't been cleaned, so we lost time waiting for it to be prepared and our whole schedule was thrown off. There was no manager on the floor to deal with our concerns promptly, and no compensation was offered. This disregard for guests and lack of accountability is unacceptable. I wouldn't recommend the hotel.

I’ve stayed here before, and it was a nice surprise to find it revamped, with spacious, stylish rooms. The friendly service was quick to respond, and the rooms were serviced well with good supplies. I only wish breakfast ran until 10 or even 11, since some travelers on holiday like a slow morning. It’d also be nice if room cleaning happened earlier in the day.