Swiss Lenana Mount Hotel

Good food, but disorganised service and poor supervision

We hosted an office party at the Swiss Lenana Mount Hotel, Nairobi, on 31 October 2025 to celebrate 25 years of our firm and the 50th birthday of our longest-serving employee. The food was genuinely good, but the service fell well below expectations. Drinks took far too long to arrive, our server repeatedly forgot items and had to make multiple trips, and the team seemed unfamiliar with basic wine service—struggling to use a corkscrew, unsure how to pour, and even serving a sweet red when we had ordered a dry red. The bar also did not stock Coke Zero, which several guests requested.

What made matters worse is that we had to clear used dishes from our own tables because the servers were not doing so. When I asked a supervisor for assistance, he dismissed the request, saying it was not his station. This venue has potential, but it urgently needs better training in bar and wine service, attentive table clearing, and stronger supervisory oversight to match the quality coming out of the kitchen.

Date of visit: 31 October 2025

It is very nice hotel to stay and staff is very cooperative, and very clean hotel
Good staff, very cooperative nice food and breakfast.

Overall the experience was good

I’d like to give a special thanks to Charles from the engineering team at Swiss Lenana Mount Hotel for his incredible assistance. I had an issue with one of the electrical sockets in my room, and Charles was quick to respond when I reached out. He arrived promptly and was immediately able to diagnose and resolve the problem. Not only did he fix the socket, but he also ensured all the connections were secure and safe, taking extra care to make sure everything was in perfect working order.

What really impressed me was Charles' professionalism and his friendly approach. He made sure to explain what the issue was and how he fixed it, all while ensuring I was comfortable with the solution. His quick response and dedication to providing great service really enhanced my stay. If you’re ever at the hotel and need assistance with anything electrical, I’d highly recommend reaching out to Charles—he truly went above and beyond

A wonderful stay, amazing conditions: fragrant linens, a soft bed, high-pressure showers, fresh towels, delicious food, excellent coffee, beautiful views from the terrace, and wonderful service. In short, I highly recommend it!

Great experience

Lovely helpful staff, clean rooms, wide choice of foods for buffet breakfast. Enjoyed our brief stay which was excellent value for money.

The food was great! The waiter (Simon) offered excellent customer service.
Highlights of the food was the lamb chops, greens and sauce. W

The surrounding area and hotel is amazing

This was my second time here, normally the place is warm with friendly staff but this time something had changed, the staff looked more sad and worried. The excitement was no longer there . One staff told me that they were scared that the Chinese boss was gonna fire them.
This is so wrong I feel as a company you should motivate your staff to do better and not demoralize and threaten them . The staff are the image of your company.

I would like to start with the positive points of this hotel.
According to African standard, this hotel is quite nice. Relatively clean and spacious. Good location and quiet surroundings.
We liked the size of the deluxe rooms very much. The Standard rooms are so tiny, not even one suitcase would fit. (The standard rooms are not adviseable if you travel with suitcases.)
Shower and hot water work perfectly. There is a water boiler in the room for tea and coffee. The room and the linen smelled good and clean. Bottled water and (usually) fresh fruits are complementary.
The Spa is amazing. Especially the Swedish Massage. It's a real treat!

But.... sadly our experience was not as pleasant as hoped for. We traveled as a group of 13 people. We had booked the Hotel for one night only. We checked out and left. 3 days later we came back to Nairobi and checked in for another 4 nights stay.

We arrived at 3 p.m. but our room was not ready. We were offered a free downgrade from the payed Deluxe Room to a small Standard room.
Of course we didn't accept and had to wait till 6 p.m. for our room to be ready.
What we got was a room with broken smelly furniture, no fruit plate, no hairdryer and missing towels.
Whatever complaint there was, the desk ladies had no authority to take any decision. The standard answer was: We need to contact the manager. (Everything takes soooooooo long. At the pool I had to wait 45 minutes for a towel.)
The next 2 days furniture kept coming and going and the hairdryer was installed at the wall. It was like living on a construction site.
This was very unpleasant. Neither the Hotel crew nor the manager did anything to apologize or to make up for our inconveniences.

The treatment got even worse and more frustrating at the breakfast and dinner service. Customers are lied in their face with a smile and are being ripped off whenever possible.

First the quite expensive Breakfast. At our first breakfast we got offered Capuccino. When we came back to the Hotel the second time, we were told, Capuccino is only free the first night. We told them this was our first night, as we had checked out and now we came back. They invented silly excuses and rules why this doesn't count as "first night". The gap between stays has to be more.... maybe a year or so.
I was shocked at so little professionalism.

Is the breakfast worth its money? That's relativ. For African standard, the price is way too high. The eggs and fruits are fresh and very delicious. Everything else is not fresh. The bread and pastries are not recommendable. Dry and tasteless. Sausages, beans, potatoes, meat etc are cold and old.

The dinner service is very frustrating. Waiting time for orders of the menu are 60 to 90 minutes. Food is served cold and soggy. The burgers, when freshly made, are good. But they can be bought burger patties, depending on the chef, and they taste dreadful.
The 3rd day we ordered pizza from pizza-in. The food arrived quicker, hotter and yummier than what we were served in that hotel.

The menu offers also a choice of fresh juices. It says, they are served in 500ml glasses. But the juices are not fresh! And they are served in a 250ml glass. I insisted in 500ml fresh pressed orange juice and the waitress told me, I'm mistaken, the menu doesn't mention any of it. So I insisted in her bringing the menu again and I showed her what was written. She smiled and left. After 20 minutes she came back with a 250ml glass full of ice cubes and some orange juice poured over it.
That was unacceptable. Especially for 500 ksh.

Fazit:
It is a nice specious hotel with an amazing spa.
Sadly the team and the management try to take advantage of the clients. Foreigners are not treated as guests but as Muzungus.
"Give us your money but don't expect anything in return".

Accesable

My airasia flight arrived at midnight so i must find a hotel that cheap enough but also reliable to get check in at midnight. I choose this hotel because it is not far located from the airport. Room is clean. Hot water is running perfectly. Room is so quite and the security is friendly. When i visit this hotel, most people are in business attire not a tourist. Breakfast is so delicious and they also have rooftoop bar with a beautiful city view

Rating is minus 1
Most of the staff is nice and friendly.
The event rooms where :-( the event technic was :-(

Breakfast buffet first a small selection and than alit food was gone 30 before the buffet closed.

Rooms sometimes not cleaned or just half.

I am sattisfied with every aspect of the hotel

Positive
Pleasantly surprised. Location is excellent. Rooms are very clean, and Overall Customer service experience great. The staff go out of their way to meet your needs,
Great service from the restaurant staff, and especially from Jackline, whose great service was always with a great smile.

Negative
Placing Plastic flowers on the dining table is outdated, rather do without.
Plastic neon blue laundry basket, spoils the rooms decor, it screams cheapness
for a great hotel.

I stayed here for 9 days. HORRIBLE.

First of all, the elevators smelled like feet all damn day long. Secondly, the sinks look visibly dirty. So the first day that I got here, I noticed that and brought it up to the receptionist who told me that the manager said the sinks were clean. I went back to the room and the sink was dirty still visibly dirty. I later came to realize that the sink have a dirty stain on them so no matter how much they’re cleaned, they’d still look dark and dirty.

Next problem is the bathroom. The door was broken so my husband could not get into the shower. Is this not something that should be looked at before assigning a room to a paying guest? We got moved to another room and YES, the sink was still dirty looking.

No AC so good luck if you are not from Kenya and not used to the heat. No robes, no slippers, no shower cap… basically they provide NOTHING. You will have to call reception if you need something and that to me is such an inconvenience. They do not change the bedding so this is also something you’ll have to request by placing some green placard on your bed.

Don’t get me started on the food!

I will absolutely not be returning here and I do not recommend this place at all!

Best hotel,best view, food up to standard and delicious, service team they are warm and welcoming especially the tall maxwell always happy.... Security nixon was my favorite, front office Masinde was full of comic, yvonee was ever smiling..,..

Comfortable stay and great service, stayed for a couple days at 7th floor everyone was welcoming, room was always clean, breakfast abundant and tasty. Great touch the rooftop with the pool, hope to come back again, assante sana Nairobi!!!

Good experience