Pan Pacific Serviced Suites Nairobi

Last month, my husband, our team and I spent a few days at the Pan Pacific Suites in Nairobi. Overall, we had a very good experience. We were grateful for the assistance/ service which was rendered to us by Brenda Sugut, as well as several members at the front desk (Eric, Godwin & Cate) and those in the restaurant especially Risper, Masilena & Stephanie. However, we had an unfortunate experience which we believe needs to be addressed. We had a fairly large package delivered to us subsequent to our arrival & this was taken to our suite by Eric. When the time came for us to bring it downstairs for further transportation, as the Uber which we requested, was waiting to collect it, we called the front desk and requested a dolly. We waited unsuccessfully for someone to bring a dolly to our suite. We made a few calls to the front desk as we knew the Uber was waiting to pick up the package and were told that someone would be with us shortly. It appears that there was a shortage of staff on duty. After waiting for approximately 30 minutes, my husband even volunteered to go downstairs to get a dolly, but was told that this was against hotel policy. When we could not have waited any longer, a member of our team had to literally lift the heavy cumbersome package and carry it downstairs. What happened was totally unacceptable and should be addressed to avoid any reoccurrences of this nature for any of your guests. We had an appointment that morning and given the fact that there was this delay, our schedule was thrown completely out of balance. Had it been that we were checking out to catch a flight that morning, we would have missed it completely much to our inconvenience and needless to say additional expense. We pray that the next time we visit Kenya, should we choose to stay at your establishment, that we will not have any such unfortunate experiences. This seemed to be a management issue since it appears that the staff on duty had little or no control over what occurred due to a shortage of staff. There was also an additional item which required attention. The telephones in our room did not work properly. After being checked by a technician on your staff, we were able to use them on speaker mode only since the necessary parts for the repairs were not available at that time. Up to the time of our departure this matter was not resolved. Again, special thanks to the members of staff who were very helpful and courteous to our team during our stay there, as they did their best to make our stay in Kenya memorable.

Excellent property highly recommended.

service is very slow and bad, especially as such of this kind high level hotel. unacceptable slow, everything of service is slow.

Excellent stay with you.The reception team were helpful especially Faith and Evans nd we are looking forward to staying here again.

Safety. Clean. Convenience

The place is excellent for all purposes. I would like to come back on my own. The reception and all staff I met were very friendly and it makes it a second home.

I really enjoyed the hospitality May God flourish you forever Long live pan pacific serviced suites Long live kenya With love from Rwanda❤️

The stay was good,looking forward to coming back,I loved the breakfast and the room as well. Faith at the reception was welcoming

Beautiful place, well kept, cleanliness was on point. The whole staff was friendly and helpful especially Cynthia and Sylvia at the breakfast buffet.

Very good hospitality. Very good communication from the gym staff. Super amazing people. John and Shen were very helpful on helping with the gym and sauna. Really professional guys.