The following words can easily describe what is at Sarova Panafric Hotel Nairobi.Excellent food, a veritable feast at breakfast time.Great ambiance in the restaurant with jazzy music even at breakfast.Old world charm (rich wood paneling in the dining area)A beautiful tropical dining area on the front step.

Minimalist room design - simply elegant

Location just outside the "city noise'And above all, very reasonably priced (compared to other hotels in its class)

We only stayed at the hotel for an evening and a bit of sleep, prior to flying back to the Dar Es Salaam in the morning. However, we found the hotel very nice, with friendly staff, a great restaurant with BBQ to feed an army!!!

I was greatly impressed with the level of personalized service experience. The staff at the Panafric were true exemplars of "hospitality ambassadors".

The bar and restaurant are good... the bar gets packed with locals at times, which adds local colour. The food in the restaurant is excellent - especially the dinner menu.

There is a guard on each floor - which is reassuring. The lobby is where it all happens - organised chaos (in a good way!!).

The rooms are more European boutique than Africa but are superbly comfortable with great TVs. The hotel also bizarrely has an indoor ice rink and cinema which I am sure would be a hit with families. The cinema was cheap and excellent and killed a few hours.

In his book "Ten Lessons from the Future" the author descibes an organisation that resonates as one where hundreds of people do the simple things exceptionally well. What I experienced at the Sarova is typical of such resonance.

it is clear that the staff do not serve the customer as a sense of duty - but it reflects an inner disposition of valuing service excellence and executing the service professionally. A few examples to illustrate my point:

• The security guard at the lift on the second floor, always at his post with a friendly greeting and invitingly offering the lift which he had summoned while I am still walking towards the lift

•The telephonist who later called back to checked up if I had been successful after she had earlier diverted a call

•The porters who spoke positively about his work- at 4am , and eagerly helping with the luggage.

•The efficient chamber service - bathroom supplies replenished in full and an evening round to check if "all's in order"

•A front desk clerk who made a cellphone call to check on my transport at 4.30 am - and indicating “no charge"

•A business centre staffer who offered to charge my phone (as I did not have the appropriate adapter suggesting that I come back later to collect it. )

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