Finding that the cost of our stay was $100 more than advertised on Booking.com. I tried explaining this to Anthony at Reception and all he could do was say that the Booking.com App had the same $369 rate. As we were checking in the online rate at Booking.com was $90 lower than what they were offering. Needless to say that was unpleasant and disappointing.

Central location, excellent. Breakfast options wonderful. Staff interactions very good.

Stayed in August 2025

Nothing

Luxurious hotel, friendly and very helpful staff. Felt very safe and well looked after in a new city.

Stayed in August 2025

I was not able to enjoy the otherwise extensive breakfast due to extremely loud music. I would recommend the hotel to reduce the volume in order to accommodate those of us who do not appreciate to be made to feel to be at a nightclub at an early morning breakfast.

Extremely impressive room size and overall high standard.

Stayed in July 2025

The TV and channels options

Everything

Stayed in July 2025

The property was great, rooms were clean and modern, facilities like the sauna and steam room were nice, good breakfast options, very friendly staff

Stayed in June 2025

A very pleasant welcome, despite the fact that we arrived early, we got an early check in without any problems. The hotel is superbly equipped, with all possible things that a hotel should have. Including a spa and a great selection of food. Very friendly staff. For every recommendation!

Stayed in June 2025

I think there was a problem in credit card machine at reception . Don’t know if was real problem or no

Very beautiful property totally new

Stayed in May 2025

Exceptional Service

Stayed in May 2025

I wanted a better view

I loved the whole experience there. Top notch

Stayed in May 2025

Very clean, friendly and helpful staff…

Stayed in May 2025

As mentioned about I loved the property however the service and staff were a let down. The staff need to up their game if they are to compete with Kempinski around the corner. Other than Rhoda at the Mughal restaurant gave us a memorable experience.

Such an outstanding hotel and excellent facilities. Loved everything about the room.

Stayed in May 2025

Everything was exceptional and well thought out. The room was very comfortable and cozy and the check in process was seamless.

Stayed in April 2025

No complaints!! Everything was perfect!

would gladly award the JW Marriott Nairobi a perfect score of 20 stars if it were possible! Every member of the staff I interacted with demonstrated a remarkable level of professionalism, politeness, and courtesy, consistently going above and beyond to ensure that my stay was nothing short of exceptional. I would like to extend my heartfelt gratitude to Caroline, Chris, and the manager in the executive lounge (whose name I regretfully cannot recall, but it starts with a P), as well as Charles by the pool, Eunice at the front desk, and the bellman Lewis. A special thanks is also due to the concierge for arranging a fantastic trip to the national park, the elephant sanctuary, and the giraffe center, which was made even more memorable by our wonderful tour guide, John. Additionally, the 90-minute massage at the spa was a delightful experience that added to the overall enjoyment of my stay. Having visited numerous hotels, I can confidently say that this was the best experience I have ever had, as every staff member treated me like family. I am already looking forward to my next visit to the JW Marriott.

Stayed in April 2025

Sunday breakfast out on the patio was amazing ! The well laid out buffet was fabulous and by far the best in Nairobi !

Stayed in March 2025

Nothing

The check in process was easy. Rooms are spacious and staff is very friendly. Breakfast was excellent

Stayed in March 2025

The prawns at Hudson was not so good. The bacon at breakfast was not so good. The coffee was not so strong.

Almost everything

Stayed in February 2025

Double charged for breakfast despite having paid for bed & breakfast. This should be something that management looks into.

Lots of different food options, too-notch service

Stayed in February 2025

Everything about this hotel is top notch. We let them know we were staying with them during our honeymoon, so they had rose pedals, a dessert, and wine in the room for our arrival.

Stayed in February 2025

The service at the Pool side was not good . An extra pool attendant is required.

Customer service was excellent.

Stayed in February 2025

Excellent location, safe area and wonderful staff!

Stayed in January 2025

More toilet paper in the bathroom.

Excellent!!

Stayed in December 2024

Waiting staff need a bit more training...not a disaster but a gap vs the rest of the hotel

Location, ambience, the rooms...all very good

Stayed in January 2025

Nothing

Helpful staff Very clean rooms

Stayed in December 2024

The staff went above and beyond to make us feel welcome. Everything was exceptional from the food to the amenities. Staff made my birthday extra special, decorated the room and even left cake for us. Everything was perfect. Would recommend to anyone staying in narobi.

Stayed in December 2024