Mercure Nairobi Upper Hill

Hotels
•
Accor
8.4 (77 reviews)
Longhorn Road Off Kilimanjaro Avenue, Upperhill, Nairobi, 00000 , Nairobi , KE
+254 719 096000

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Facilities

Elevator
Gift shops or newsstand
Conference space
Golfing nearby
Breakfast available (surcharge)
Safe-deposit box at front desk
Porter/bellhop
Limo or town car service available
Meeting rooms
Smoke-free property
See all facilities

Review Highlights

Pros:
Friendly, helpful staff (multiple mentions)
Excellent breakfast and buffet offerings
Spacious rooms in some cases
Nice club lounge and strong gym staff
Convenient for business travel
Cons:
Hard/sagging beds reported frequently
Cleanliness issues: cockroaches, moldy/smelly bathroom, delayed housekeeping
Air conditioning/TV channel problems in some rooms
Slow sit-down dinner service
Booking/listing confusion between town and airport properties

Categories

Cleanliness
7.5
Mixed: some rooms described as very clean, but multiple mentions of cockroaches, a smelly/moldy bathroom and rooms not being cleaned promptly.
Service
9.6
Overall excellent and frequently praised — staff described as incredibly welcoming, helpful and fast (several named individuals saved the day); isolated negative club-lounge staff experience noted.
Location
8
Convenient for business and accessible, but one significant complaint about online booking listing confusion between town and airport properties leading to a poor customer experience.
Room Quality
7.6
Mixed: some rooms spacious and comfortable, but recurrent issues with very hard beds, sagging bed, AC not working and missing TV channels in some stays.
Amenities
8.5
Generally positive: nice club lounge and gym staff praised; buffet breakfast rated highly, though buffet quality is uneven and sit-down dinner service was slow in some cases.
Value for Money
8.3
Mixed perceptions: several guests found good value while others felt rooms were small for the price or experienced unexpected fees/cancellation issues.
Food and Beverage
8.7
Strong for breakfast and buffet offerings (described as delicious/outstanding) and praised restaurant food, but some complaints about slow a la carte dinner service.
Overall Experience
9
Predominantly positive stays with friendly, attentive staff and good COVID measures; however, a number of negative anecdotes (cleanliness, room issues, booking confusion) tempered some experiences.
* This sentiment is summarized by AI based on user reviews.
Updated at: 2026-11-05 14:23

Property Description

Luxurious Amenities

Enjoy top-notch amenities including complimentary wireless internet, concierge services, and 24-hour room service. Indulge in delectable meals at Baraka Restaurant or unwind at the bar/lounge.

Convenient Facilities

Benefit from wired internet access, limo/town car service, and conference spaces for your events. Take advantage of the roundtrip airport shuttle and free self-parking, ensuring a stress-free stay.

Prime Location

Explore nearby attractions such as Uhuru Park and Nairobi Hospital, with the Nairobi National Park a short drive away. Experience comfort and convenience at Mercure Nairobi Upper Hill.

Ready to experience luxury and convenience? Book your stay at Mercure Nairobi Upper Hill now.

Important information:

  • No pets and no service animals are allowed at this property.
  • Cashless payment methods are available for all transactions.
  • Contactless check-in and contactless check-out are available.

A deposit may be required at the property.

Check-in and check-out hours:
Check-out: 11:00 AM
Airport code: NBO

Property Policies

  • Pets

    Pets not allowed

  • Children and extra beds

    No rollaway/extra beds available

  • Pets

    Service animals not allowed

  • Check-in & Check-out

    Contactless check-out is available

  • Sustainability Certifications

    Property follows a brand or regulatory agency's sanitization guidelines Clean Promise (IHG)

See all policies

Location

Guest Reviews

8.4
Based on 77 reviews
Cleanliness: 7.5
Service: 9.6
Location: 8
Room Quality: 7.6
Amenities: 8.5
Value for Money: 8.3
Food and Beverage: 8.7
Overall Experience: 9
J
Jayne
10
Pros:

I booked this hotel but didn’t stay as I was upgraded to the Pullman next door due to building works.

2025-08-08 • via Nuitee
I
Iman
10
Value for money
Pros:

It was great.

2025-07-18 • via Nuitee
R
richard
6
Pros:

Its ok

2024-12-02 • via Nuitee
S
Susan
8
Pros:

Good facilities for a work trip. Staff very kind and helpful.

2024-06-28 • via Nuitee
E
Eugène
10
Pros:

Profesional staff with customers rentation and attending quest issues and adhering until solutions is obtained..

2024-03-27 • via Nuitee
S
Silvia • friends
10
Pros:

Truly enjoyed our stay at this hotel. Staff were incredibly welcoming, helpful, and fast!

Delicious breakfast and dinner buffets offered at the main restaurant.

Rooms were spacious, very clean, and comfortable.

2023-09-04 • via Nuitee
E
EDWARD
8
Pros:

Convenience for business

2022-07-30 • via Nuitee
K
Kyss • family
8
Pros:

Edward Orange saved the day and changed our outlook on this property. Our sincerest thanks to him for focusing on customer satisfaction over all else!! He even let our overlt tired crew go to our rooms to sort out our reservation paperwork bf he took in our payment. Because of him, we will consider Crowne Plaza again. But it will be important to avoid unnecessary online booking confusion between the Nairobi Crowne Plaza hotels that have different fees, services, etc.

2022-07-24 • via Nuitee
P
Perry
8
Great service, hard beds
Pros:

Everyone was extremely friendly and helpful, food in Bakara was delicious. Beds were incredibly hard and uncomfortable though. Buffet breakfast and lunch were convenient, however the sit down dinner took forever even though only 3 tables were full.

2022-07-09 • via Nuitee
R
Ranjit
4
Not to the Crown Plaza level expected
Pros:

Old
Hotel and needs some serious renovation

2022-06-20 • via Nuitee
H
Harvey
4
Not a Happy Stay
Pros:

Not a good experience. It was supposed to be a relaxing few nights before I flew back to the UK. The TV only had news channels, despite the internet advertising DSTV movie channels, and them being available during my stay in Nov 2020. The phone chargers next to the bed did not work. The water in the shower and bath was cold; this was rectified on the last day of my stay. We had to chase for our rooms to be cleaned, as we returned at 4pm and they hadn't been cleaned.

2020-12-07 • via Nuitee
H
Harvey
10
Highly recommended
Pros:

Excellent hotel. Staff very friendly and helpful. All measures followed with regard to COVID19. Had a very pleasant weekend break.

2020-11-24 • via Nuitee
A
Abdulkadir
10
Pros:

Great people very friendly

2020-08-18 • via Nuitee
V
Verified traveler • self
2
Pros:

I searched for Crown Plaza Nairobi airport and alongside that hotel you placed your hotel in town one hours away in heavy traffic By mistake I booked CPIn town when I wanted the airport when I tried to cancel you refused and told me it was a special deal I ended up having to pay the hotel to stay there I will never use you again Gary Summers

2020-01-13 • via Nuitee
P
PETER
8
Club lounge in Nairobi - staffer most miserable
Pros:

Checkin with Niomi was excellent. Club lounge is very nice. However, one male staffer was the worst staffer we have ever encountered at any IHG club. He should wash dishes instead of being with ambassador members. Bed super comfortable.

2019-10-21 • via Nuitee
M
Michael
6
Nairobi stay - July 2019
Pros:

The bed was sagging and the TV channels were cutting off

2019-07-11 • via Nuitee
C
CN
4
Pros:

Air condition not working in my room. Planned for a isolated weekend

2019-03-25 • via Nuitee
T
Tracey
10
Pros:

Beds hard. Buffer only a 5 out of 10. Staff are very good.

2018-09-16 • via Nuitee
V
Verified traveler
10
Great experience
Pros:

Everything great, the room was a tab small considering the price, but we spent the days outside. Great staff, very professional and courteous. breakfast was outstanding.

2018-09-03 • via Nuitee
M
Mazen
4
Pros:

cockroaches in the room. I addressed it with duty manager and he simply apologized!

2018-08-28 • via Nuitee