高山飯店(The Alps Hotel)

On Thursday 28th March I booked 7 rooms that I had paid a deposit well in advance. On arrival I was given a room with non working showers which I reported to the front office. On the morning of Friday 29th I was transferred into a nice room in the new Wing without much ado and was happy. Same Friday while so busy in a family event in Rongai I decided to put my phone on silent. Ours later I received several text messages from the Alps saying that they had tried calling me back in vain. Well I decided to call back and to my utter shock I was informed by a Miss Cynthia that since I c Wasn't reachable on phone, they had packed up my luggage and moved me back into my original place. She went on to say that someone urgently needed to occupy my room hence the reason for them relocating me in my absence. I was very angry because when leaving for my event, they had assured me that I would continue occupying the same room until my departure date ie Sunday 31st. I found my stuff packed in a very humiliating manner, and my privacy violated ! They packed my essentials including Toothbrushes, lingerie in my absence. I have tried reaching out to the Management in vain. They even charged us for Michelle's cancellation despite having informed them that she was only there for a night. We had to pay for her an extra night ie Friday 29th. I am warning everyone to keep off this Hotel. It is totally unacceptable to pack Guests luggage in their absence. Luckily nothing was stolen.

The service is the worst if you are only female friends/family. We went there for my sister's birthday and their was inhumane treatment and all of us felt that our dignity was degraded that we were given serviettes instead of warm hand towels that other guests were being given. Yet we still paid our bill for food and drinks. This behaviour is anathema in this day and age. We expect a formal apology.

The staff was super helpful. They got taxis for me, did my laundry, polished my shoes, reminded me of the breakfast hours. The hotel was incredibly clean as was my room. The food was delicious. I could not have been more pleased.

We came for lunch here but we were not happy with the food and service.steak was poorly seasoned and abit hard.mushroom sauce was good though.quantity too less and price very high.fish was average too.barbeque chicken was flavourless.fries too small quantity.service very poor.just a fancy place with expensive food that is not upto the mark

Very nice. Would definitely be staying again. My only negative is the lack of a fridge in the room.

Undoubtedly the view from the hotel room looking down to the the town and the L.Nakuru is spectacular! I give four stars for that - Location, the cleanliness of the rooms, the food and the view. I received a warm welcome at the gate and reception, its quite unfortunate they did not escort me to my room and demonstrate the basic orientation of the room. I was handed my key card and told where to go, carrying my own luggage. The room was clean, has a balcony, though I had to call to ask for table and chair to be set there. I had a challenge with the TV and had to call reception a couple of times before the sent someone up. My door ( I came to realize the 2nd day) had a problem with the lock. Once again after calling a couple of times and waiting I gave up and as I was leaving the person was outside, after inquiring, he tells me he is there to fix the door. I would have appreciated a courtesy knock, to let me know he had reached. Internet connectivity is good and stable, though cuts up at some parts within the hotel. Better communication between your departments and update the client so they stay informed and valued. I appreciate that the hotel was quite and serene.

It was such a total disappointment.From the miscommunication to the poor customer service at the front desk.We had specifications for the room we wanted but ended up getting something substandard.We didn't even get to stay there and they didn't want to do a refund for the booking fee we paid. Alps was a total disappointment; overpriced for nothing