For customers, Artcaffé is one of Kenya's most recognizable hospitality brands, known for its stylish outlets, strong reputation, and loyal customer base. But according to a former employee who worked within the company's Human Resources Department, there is another side to the story—one that many current and former employees allegedly know all too well.
The former HR employee, who requested anonymity, says they remained silent for a long time about their experience within the organization. However, after witnessing what they describe as a pattern of workplace challenges affecting employees, they felt compelled to share their concerns in the hope of sparking a broader conversation about workplace culture, employee welfare, and fair treatment.
According to the former employee, the work environment was characterized by what they describe as fear, intimidation, and internal politics. They claim many employees lived with a constant sense of uncertainty, believing that a complaint, disagreement, or rumor could quickly damage their standing within the organization.
The former HR officer alleges that workplace gossip often carried significant weight in influencing how employees were perceived and treated. According to their account, certain individuals understood where influence existed within the company and would allegedly use that knowledge to shape decisions affecting colleagues.
"As HR professionals, we were expected to uphold fairness, due process, and objective decision-making," the former employee says. "Unfortunately, there were situations where recommendations based on investigations, facts, and established procedures appeared to be disregarded."
The source further alleges that complaints originating from certain influential individuals within the organization often appeared to receive preferential treatment, creating a perception that outcomes had already been predetermined before investigations were completed.
One of the most troubling aspects, according to the former HR employee, was the impact such practices allegedly had on workers' mental and emotional wellbeing.
They describe witnessing employees operate under constant stress and anxiety, with some reportedly struggling to cope with the pressure of the working environment. The former employee recalls a particularly distressing situation involving a colleague who was seven months pregnant and allegedly subjected to significant workplace pressure.
According to the source, many employees expressed concern about the effect such stress could have on both the employee and her unborn child.
"No employee, especially an expectant mother, should ever have to endure such conditions in the workplace," the former HR officer stated.
Perhaps one of the strongest indicators of dissatisfaction, according to the source, was the number of employees who allegedly chose to resign despite not having alternative employment opportunities lined up.
The former employee says they witnessed numerous workers voluntarily leave their jobs even though they had families to support, rent to pay, and financial obligations to meet. According to the source, many employees reached a point where the emotional strain, workplace pressure, and anxiety became unbearable.
"Walking away from a salary without another job is not a decision people make lightly," the source said. "But many felt remaining in the environment was affecting their peace of mind and overall wellbeing."
The former HR employee also alleges that disciplinary processes and workplace decisions were not always applied consistently.
According to the source, employees accused of similar misconduct sometimes received vastly different outcomes depending on their position, influence, or relationships within the organization. While some employees were allegedly dismissed quickly, others were reportedly afforded additional opportunities, warnings, or leniency under comparable circumstances.
This, they argue, created a perception among employees that there were different standards for different people within the organization.
The former employee further claims that HR officers who attempted to advocate for fairness or raise concerns about inconsistent treatment often found themselves isolated or viewed negatively by management.
According to their account, questioning decisions or speaking up on behalf of employee welfare could be interpreted as a lack of loyalty rather than a legitimate professional concern.
"The message many of us received was that loyalty to management carried more weight than advocating for fairness," the source alleged.
Beyond internal workplace relations, the former employee also raised concerns regarding staff welfare and transportation.
According to the source, employees were regularly transported using aging 14-seater vehicles that were often overcrowded and, at times, poorly maintained. During rainy seasons, some vehicles allegedly leaked while workers were being transported to and from work.
The source further alleges that employees were frequently dropped off in areas they considered unsafe, exposing them to potential security risks, particularly during early morning and late evening hours.
The former HR officer says one of the greatest frustrations among employees was what they perceived as a disconnect between management and the workforce.
According to the source, concerns relating to safety, welfare, workplace culture, and fairness were raised repeatedly by employees, yet many felt their concerns were either ignored or insufficiently addressed.
The employee emphasizes that the company also had many hardworking, talented, and dedicated staff members who contributed significantly to the organization's success and deserved to be treated with dignity and respect.
"There were many exceptional employees who worked long hours, served customers professionally, and played a major role in building the business," the source said. "They deserved a workplace where they felt valued, respected, and heard."
The former employee insists that their decision to speak out is not motivated by bitterness or personal vendettas, but rather by a belief that workplace culture matters and that employees should be able to raise concerns without fear of victimization.
They argue that no worker should have to choose between earning a living and protecting their mental wellbeing, and no employee should fear retaliation for speaking up about issues affecting their welfare.
As of the time of publication, Artcaffé had not publicly responded to these allegations. The claims remain allegations made by a former employee based on their personal experience and observations. The company's response would be necessary to provide its perspective and establish the full context surrounding the issues raised.
Nonetheless, the account highlights broader questions about workplace culture, employee welfare, consistency in disciplinary processes, and the treatment of staff within one of Kenya's most recognizable hospitality brands—questions that many former and current employees, according to the source, believe deserve closer examination.