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Reviews of Cloud Hotel & Suites

4 out of 5
Cloud Hotel & Suites
Corner of 4th Parklands and Masari Road, Nairobi

Reviews

7.0

Good

Rating 10 - Excellent. 19 out of 80 reviews" "
Rating 8 - Good. 30 out of 80 reviews" "
Rating 6 - Okay. 9 out of 80 reviews" "
Rating 4 - Poor. 10 out of 80 reviews" "
Rating 2 - Terrible. 12 out of 80 reviews" "

7.2/10

Cleanliness

7.2/10

Staff & service

7.8/10

Amenities

6.6/10

Property conditions & facilities

7.4/10

Eco-friendliness

Reviews

10/10 Excellent

Adeniran

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good place
Stayed 1 night in Mar 2024

2/10 Terrible

Abdiyare

Disliked: Staff & service, property conditions & facilities
Very bad
Stayed 1 night in Feb 2024

8/10 Good

Kathryn

Stayed 2 nights in Jan 2024
Response from Management on 17 Jan 2024
Dear Kathryn,Thank you for taking the time to share your feedback with us. We hope to have the pleasure of welcoming you back for another positive experience in the future. Thank you for choosing us!Regards,

4/10 Poor

Cassandra

Disliked: Staff & service, property conditions & facilities
I would not stay there again at that price
Stayed 1 night in Nov 2023
Response from Management on 17 Jan 2024
Dear Cassandra,Thank you for taking the time to provide your feedback and for choosing The Concord Hotel during your recent stay. We appreciate your candid assessment of your experience. We noticed that you rated your stay as 2/5, and we would be grateful if you could share more details about your rating. Understanding your specific concerns will help us pinpoint areas that may need improvement and enhance our overall service. Your feedback is invaluable to us, and we are committed to continuously improving our guest experience. If there are any specific aspects, incidents, or areas of concern that contributed to your rating, we would like to address them promptly.Please feel free to share more details, whether positive or constructive, so that we can better serve you and future guests. Your insights are essential in our ongoing efforts to provide the best possible hospitality experience. We appreciate your openness and look forward to hearing from you soon. If you have any questions or additional comments, please don't hesitate to reach out. Thank you once again for choosing The Concord Hotel, and we hope to have the opportunity to welcome you back for an improved experience in the future.Regards,

10/10 Excellent

Arifa

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very convenient location
Stayed 3 nights in Sep 2023
Response from Management. on 11 Nov 2023
Dear Arifa,Thank you for the positive feedback ,we are glad you enjoyed the stay with us. We look forward to hosting you again in the future.Regards,Management.

2/10 Terrible

Taylor

Travelled with group
Liked: Cleanliness
Disliked: Staff & service, amenities, property conditions & facilities
Our hotel room was extremely small, and the beds felt like box springs. Not to mention their was a party going on upstairs in the banquet hall that went until 3 in the morning. So no sleep from all the noise and bad beds. The pool and jacuzzi was filthy. The hotel was also hard to find as it is inside a shopping mall on the top floor.

4/10 Poor

Michael

Stayed 2 nights in Jul 2023

10/10 Excellent

Rick

Stayed 6 nights in Feb 2023

2/10 Terrible

Joanne, conyers

Travelled with group
Disliked: Cleanliness, property conditions & facilities
It was inside a rundown plaza mall. Trash everywhere. The hotel was dated. The walls in the room were dirty, the towels were old and material raveling apart. The beds were very hard. The room was very tight. There was bugs. I checked in at 8:30 pm and checked out within an hour. I rebooked at the Hilton hotel. Could not take the smell and the area didn’t feel safe. The pictures on expedia doesn’t look the same as the hotel.
Stayed 4 nights in Jun 2023

2/10 Terrible

Matt

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Apr 2023

8/10 Good

Sadrudin

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Liked location, price and facilities. Did not like too many stairs and steep ramp going to the dinning area
Stayed 4 nights in Mar 2023

2/10 Terrible

Paul

Travelled with partner
Liked: Amenities
Disliked: Staff & service
No what I expected. 1. It’s a hotel in the mall. 2. Very noisy in the morning. 3. problems with parking, and when we asked for help, the manager does not talk directly to us, but instead talks to the employees in front of us and the employee talk to us. 4. They owe us 50ksh for parking. Try Cysuites Apartment Hotel instead!

10/10 Excellent

Michael

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved staying here , everything is within reach , the views from the restaurant is also amazing
Stayed 2 nights in Oct 2022

10/10 Excellent

Allan

Stayed 1 night in Oct 2022

8/10 Good

stephen

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I enjoyed my stay, Customer service is excellent
Stayed 1 night in Jul 2022

4/10 Poor

Verified traveller

Disliked: Cleanliness, property conditions & facilities, room comfort
Strange hotel, no water, people talking loud.
The room itself looked well appointed, with an worn out wash basin. Random water cuts. I couldn’t wash or take a shower. Noisy room with constantly people talking loudly right in front of the door. Stuffy room with very little ventilation. I tried to nap after a tiring trip. After two hours, I checked out and went to another hotel. It’s hard to find the hotel in the middle of a chaotic mall.
Stayed 1 night in Apr 2022

2/10 Terrible

David k

Business traveller
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
FALSE ADVERTISING- Stay Away!
The room they had for us was not what was advertised. It did not match the exaggerated review score. Another room they offered us was in maintenance and the third one smelled so bad we could not sleep in it. When we asked hotels.com to transfer our reservation they and cloud hotel declined. We walked away knowing we were losing our money. It was horrible and I will not use hotels.con ever again if they don’t refund or credit me the hotel fee. Be aware - hotels.con cares more about their hotels tha their customers it seems to me.
Stayed 1 night in Apr 2022
Response from Mike Kamau on 6 Apr 2022
Dear Sir, Thank you very much for your review and we are glad that you chose cloud hotel. I have noted the complaint on the size of the bed and it is unfortunate you fund it small though all the hotel beds are 6.5 inches long and 5 inches wide which is the standard bed size however we do have other rooms for any guest who prefers a much bigger bed. It is unfortunate that you did not check in and you used bad language to the staff on duty while causing commotion at the reception which the management found to be unfortunate while . We still do hope you will visit us again .

10/10 Excellent

Lars

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Exceptionally friendly, high quality hotel
The staff at this hotel really stands out. Always on their toes to offer you anything that you may please. Beautiful views, great standard, clean and safe. Diamond plaza offers below the hotel is worthy of a stroll, and location is prime. Gym is high quality and free, pool is good. The only thing this hotel could benefit from is an outside area. Everything is inside, including the pool.
Stayed 5 nights in Feb 2022
Response from Mike Kamau on 8 Apr 2022
Dear Guest Thank you very much for taking time to review our services , we are truly grateful and hope to host you again during your next visit to Nairobi.

8/10 Good

Karen

Stayed 1 night in Feb 2022

8/10 Good

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Overall nice experience during my stay.
Stayed 2 nights in Nov 2021

10/10 Excellent

Joyce

Travelled with family, Business traveller
Liked: Staff & service, amenities, property conditions & facilities
Great customer service! I would stay there again and I recommend it to anyone who is in Kenya.
Stayed 2 nights in Nov 2021

10/10 Excellent

Edith

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Sep 2021

8/10 Good

Verified traveller

Stayed 2 nights in Mar 2020

8/10 Good

sanchit

Business traveller
Liked: Staff & service, property conditions & facilities, room comfort
Goog locality
Stayed 2 nights in Feb 2020

8/10 Good

Jerrill

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
A View from the Clouds.
Good service and lovely restaurant with a view of the city.
Stayed 1 night in Dec 2019

10/10 Excellent

J T

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Lovely hotel
Had a lovely stay at Cloud Hotel. Nice sized rooms with comfortable beds, air conditioning and toiletries provided. Had a nice view of the city from the rooms and restaurant. Food served was delicious although the attentiveness of the waiters could improve, we waited a long time to get serviettes , tooth picks and the wrong flavor drinks was brought to us at dinner. Tables should have been pre-set before guests are seated. We thought it could be due to lack of training because on the plus side they were friendly and polite with the service they did give. Room service was available and phones in the room had direct contact to the kitchen. Hotel had a decent size pool, though it was quite shallow. It was never overcrowded during our stay. Lots of shopping options downstairs of the plaza! You can get anything from food, perfume to souvenirs. I would recommend the hotel as a cost efficient and comfortable option for a stay in Nairobi. I would stay again.
View from restaurant
Stayed 2 nights in Feb 2020
Response from The Cloud Hotel and Suites. on 19 Feb 2020
Hello J.T, Thank you for your excellent review. We are very pleased to read that you had a great experience while staying at The Cloud Hotel and Suites. Thank you for your restaurant feedback and we shall address the issue. We look forward to hosting you again.

8/10 Good

Verified traveller

Business traveller
Liked: Staff & service, amenities, property conditions & facilities
don't except to have the same quality as 4 star hotel for pool or spa
Stayed 6 nights in Jan 2020
Response from The Concord Hotel and Suites. on 2 Feb 2020
Dear Guest, Thank you for choosing to stay with us. We do appreciate you taking the time to review us. We are sorry to read that you were not too pleased with your pool and star experiences. Please allow us to look into what might have been the issue. We hope to see you again soon.

8/10 Good

cameron schuster

Travelled with group
Liked: Cleanliness, staff & service
Stayed 1 night in Dec 2019
Response from The Cloud Hotel & Suites on 6 Jan 2020
Hello Cameron, Thank you for choosing to stay with us. We appreciate your wonderful rating. Hoping to host you again in the near future.

8/10 Good

AN

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The shower took a long time to get hot when I had to shower between 00h00 and 03h00, but it did get hot. The staff were friendly and very helpful. I walked almost everywhere during the day and felt safe at all times.
Stayed 3 nights in Dec 2019
Response from The Cloud Hotel & Suites on 6 Jan 2020
Dear AN, Thank you for taking the time to review us on your recent stay. We are happy to read that you enjoyed our hospitality. Sorry about the shower issue. We shall address the issue to avoid a recurrence. Looking forward to hosting you again.

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Lot of noise and banging due to construction near by during the night
Stayed 2 nights in Dec 2019
Response from The Cloud Hotel & Suites on 6 Jan 2020
Dear Guest, Thank you for taking the time to review us. We trust that you enjoyed out hospitality. We are very sorry about the noise and any inconvenience it may have caused.

8/10 Good

yogesh

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 6 nights in Sep 2019
Response from Ecommerce Manager on 4 Oct 2019
Dear Guest, Thank you for the wonderful rating. We look forward to hosting you again.

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, room comfort
Stayed 4 nights in Sep 2019
Response from Ecommerce Manager on 4 Oct 2019
Dear Guest, Thank you for your wonderful rating. We are glad to know that you had a good stay with us. Looking forward to your next stay with us.

4/10 Poor

Verified traveller

Business traveller
Disliked: Amenities, property conditions & facilities
I did not get the suite I booked but what seems to be a normal room. Restaurant was closed and there was no room service. The location and surrounding environment is awful. The only positive note was the efforts made by the receptionist to help me to get food from another hotel.
Stayed 1 night in Mar 2019
Response from n on 9 Apr 2019
Thank you for taking time to review us, we really apreaciate and we promise you everything is in order.

8/10 Good

Mohidin, Canada

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Exceptional
fantastic staff and good location. Beds were comfortable. We will definitely stay here on our next trip to Kenya.
Stayed 2 nights in Feb 2019
Response from Ecommerce Manager on 14 Apr 2019
Hello Mohidin, Thank you for taking time to review us. We are happy to read that you had a wonderful stay with us. Looking forward to hosting you again.

8/10 Good

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel has character and is not a standard global hotel. Its well located near shops and restaurants and has excellent facilities including a good gym and a pool. Most of all it is clean and the the breakfast is excellent.
Stayed 4 nights in Jan 2019
Response from Peter on 12 Feb 2019
Thank you so much for taking time to give us feedback,We promise to make it more better than what you have seen. Once again thanks and welcome back

2/10 Terrible

Verified traveller

Stayed 4 nights in Jan 2019

8/10 Good

Lisa

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great staff.
Victoria at the front desk and the rest of the staff were great. The hotel is in a building with other things. The area around it is more Indian than African. There is a movie theatre in the building across the street. Breakfast was delicious.
Stayed 2 nights in Dec 2018
Response from Peter on 29 Dec 2018
Thank you for taking your time to review us, we really appreciate and we promise to keep on the hospitality culture.

4/10 Poor

Anthony

Disliked: Cleanliness, property conditions & facilities
The room was poorly maintained and so many fixtures had been installed in a very poor way - not straight, not properly attached etc. The lamp shade in the room was very dirty. The bathroom sink plug got stuck so couldn't let water drain. Breakfast was good!
Stayed 1 night in Dec 2018
Response from peter on 27 Dec 2018
Thank you for taking your time to give us this feedback,we are really sorry for this and we have fixed all this. Welcome back and experience the difference.

8/10 Good

Juha

Friendly staff, good gym, good location
Stayed 1 night in Nov 2018
Response from Ecommerce Manager on 27 Nov 2018
Thank you Juha for your wonderful review. We are happy to read that you enjoyed our hotel location, gym and our friendly staff. We look forward to hosting you again.

10/10 Excellent

Tamer

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Hope to enhance the breakfast
Just the breakfast need to add more items as cheese and yogurt
Stayed 6 nights in Nov 2018
Response from Ecommerce Manager on 27 Nov 2018
Thank you Tamer for your recommendation. We have taken note. Thank you again for your excellent rating.

10/10 Excellent

Tamer

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Nov 2018
Response from Ecommerce Manager on 27 Nov 2018
Thank you for your excellent rating. Looking forward to hosting you.

8/10 Good

Verified traveller

Liked: Staff & service
Great location within easy walking distance of my destination
Stayed 1 night in Oct 2018
Response from Ecommerce Manager on 8 Nov 2018
Dear Guest, Thank you for taking time to review us. We are glad to hear that the location of our hotel was very convenient. We look forward to hosting you again.

6/10 Okay

John Ryan

Liked: Staff & service, room comfort
Disliked: Property conditions & facilities
Broken and dirty
The staff was polite and tried to be helpful but the hotel was dirty and a lot of things were broken.
Stayed 1 night in Jul 2018
Response from Ecommerce Manager on 11 Sept 2018
Dear John, We appreciate you taking time to review us. We are happy to hear that our staff were helpful. Thank you for highlighting areas of improvement. We shall address with our housekeeping department.

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
It is situated in a shopping centre which was very handy. Taxis were available all the time. All you had to do was go downstairs. There are good courts where you can get different types of food. Price wise, there’s not much difference than London. As a matter of fact I found it a little more expensive.
Stayed 8 nights in Jul 2018
Response from Ecommerce Manager on 11 Sept 2018
Dear Guest, Thank you for you excellent review. We are glad that you had a wonderful stay with us. Looking forward to hosting you again.

4/10 Poor

Barry

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Jun 2018
Response from Ecommerce Manager on 14 Sept 2018
Hello Barry, Thank you for taking time to rate us. We are sorry we did not meet you expectation. Please do let us know what areas we can improve on to make your next stay more comfortable and memorable.

10/10 Excellent

Tamer

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice View
The have a good GYM and a medium size pool and a brilliance view and there is a shopping mall in same building and Java House a cross the road and food court downstairs BUT small bed as from length it has good width.

2/10 Terrible

R

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Hotel lacking in cleanliness
Booked last minute for 3 nights. Cleanliness just not there. I took a picture in/of the bathroom which remained through my stay although room was cleaned.! However, the staff are very friendly. Perhaps some training needs to get upto standard.
Stayed 3 nights in Mar 2018

6/10 Okay

Maya, United kingdom

Liked: Staff & service, property conditions & facilities, room comfort
Reasonable cost and good location
There was a room available & I was allowed to check in early. All staff were pleasant & helpful. Decor of hotel and rooms are nice. The cost and location of hotel are good. I think the hotel is lacking on the detailed cleanlyness of the rooms. Details such as, there are streaks on the mirrors, water stain on metal bathroom fixtures, bathroom tiles can be wiped better, stray paint on items, damaged/broken tiles in bathroom. If hotel improved on making rooms emaculate they could be if a higher rating.
Stayed 3 nights in Feb 2018

8/10 Good

Ramesh

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
worth it !
prime location and lot of eating options especially for Indians.
Stayed 3 nights in Jan 2018

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Nov 2017