The Landmark Suites Westlands, Nairobi- Next to Westgate Mall

UPDATE: Exactly two months later, I can confirm I got my refund, with a note blaming a “banking error rather than our internal process.” That doesn’t make up for the endless missed calls, WhatsApp calls, and chats left on read. Waiting two months for replies was stressful and inconvenient. I had to keep explaining the issue to different people because nobody followed up. It was only resolved after I wrote to the managers, and then they politely asked me to support the business by taking down my review. That’s the kind of experience you might be dealing with if you choose to stay here. I can only speak for myself, and it was pure frustration. Before that, I spent over a month being sent in circles about a refund for services that were never offered. I’d hold off on booking and wouldn’t be fooled. I wrote and called, but apparently their accountant either doesn’t exist or doesn’t know how to refund people. I had just written to the managers and was waiting for a response.

The location is wonderful, close to food and nightlife, and the place itself is very comfortable and clean. Construction on another complex next door during the day is the only drawback. Without that, I’d give the room a 5.

I hosted a women’s event here and loved it. The food was great, portions were generous, and the service was warm. The cocktails were best, especially the passion one.

The restaurant got my dinner order wrong, and breakfast staff took over 40 minutes to bring omelettes and toast. My booking was bed and breakfast, but the front desk had recorded it as bed only. I had to explain twice to get breakfast, then gave up on it for the rest of the days because I didn’t want to beg again. Wi-Fi was horrible and didn’t work, so I had to spend extra on mobile data for calls and emails. The staff didn’t seem to care about fixing it. I paid 90 dollars a night and had to change rooms twice because of broken windows, even though the room had air conditioning. The bathroom doors are blocked by the washbasins, a poor design, and the linens hadn’t been changed after the previous guest. There was lady’s hair all over my bed in both rooms. The rooms also had leaky taps and smelly yellow water in the toilet. No matter how nice staff may be, conditions like these show poor management. I don’t know why so many people give this place four stars. Maybe they’ve stayed in worse hotels. Don’t stay unless you’re here to shop at Westgate Mall. Even with all-inclusive bed and breakfast, this hotel isn’t worth more than 30 dollars a day. I wish the 90 dollars a day Landmark took from me would go toward their hospital bills.