The Grand Gables

We had booked the accommodation for a few days/nights. We arrived quite late. The security man checked us in. To our disappointment the rooms do not reflect the pictures on booking sites. Everything is worn out, smelling bad, dirty or not functioning. There is no single thing we can pinpoint that is okay. The rooms are generally old and dirty. The couch is so dirty and fully stained. The mats, the tables, the mosquito nets....Everything! Above all, we did not have hot water, even after the security guy came to switch on the boiler. We couldn't stay there any more, thus decided to check out in the morning after informing them about the reasons we were leaving. The management later contacted us, but insisted that we have to pay the full amount ( for the days we had booked) despite our disappointment and genuine/objective complains. It is unbelievable and we would like to save other people from the stress we had to go through. The Grand Gables is not a place to go!! What you see on the booking website is not the reality.

I had made a booking for a couple travelling to Nairobi for their first time together and they were excited to stay at the grand gables. The checkin was smooth and overall experience was great. The issues started at checkout as the lady at the reception hit my friends with a surprise bill of 38 dollars for late checkout. No mention had been made since check in of any checkout time of late checkout fee if one is to checkout past that time. The lady was rude and unwilling to listen even holding the gate closed insisting we pay. The mistake coming from the hotel and whoever handled check in, they eventually accepted and let us out. There needs to be better customer service and clear communication and most of all a certain level of decorum when talking to a client.