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“Once a legend it no longer has the prestige and needs a rethink.” 3 of 5 stars
Review of Fairmont The Norfolk

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Fairmont The Norfolk
5.0 of 5 Hotel   |   Harry Thuku Rd, Nairobi 00200, Kenya   |  
Hotel amenities
Ranked #13 of 106 Hotels in Nairobi
Glasgow, United Kingdom
Top Contributor
55 reviews 55 reviews
26 hotel reviews
Reviews in 30 cities Reviews in 30 cities
18 helpful votes 18 helpful votes
“Once a legend it no longer has the prestige and needs a rethink.”
3 of 5 stars Reviewed November 6, 2012

We stayed in this hotel many years ago when it was faultless but these days have gone and many aspects need an update . We stayed several times during our African trip and only got a decent room on the last occasion when we complained about the previous two stays. Although the other rooms were technically deluxe they did not meet this standard. The reception staff were not particularly helpful except on the last stay and this was in contrast to the door staff and particularly the staff in the Tatu restaurant who were excellent.
The room service menu may have contributed to my other half's stomach problem so I would not recommend this option. The bar staff were not especially friendly so when the anticipated re-fit of Acacia and other section is complete the ambience may improve but the service needs attention as well.

Room Tip: Check that you are in newer section or after re-fit in Acacia with garden view.
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  • Stayed November 2012, traveled as a couple
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Richard K, General Manager at Fairmont The Norfolk, responded to this review, November 13, 2012
Dear Cultureseeker_11,

Thank you for taking your time to share the experience of your recent stay at Fairmont The Norfolk.

I have noted your comments on our Front Office/ bar colleagues and our room service menu, which I shall address with the team. It’s unfortunate that you were also accommodated in a room in the unrenovated section. However, I am pleased to inform you that we are continuously renovating all our rooms and Acacia wing will be complete by end of January next year.

Thank you for your constructive feedback as this enables us to address any flaws as we strive to continually review services and the experience that we deliver to our guests.

If you happen to travel to Nairobi again, I would be happy to revisit this issue and ensure your stay with us is great.

Kind regards,

Richard
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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484 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (112)
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English first
Johannesburg, South Africa
Senior Contributor
26 reviews 26 reviews
12 hotel reviews
Reviews in 14 cities Reviews in 14 cities
12 helpful votes 12 helpful votes
3 of 5 stars Reviewed November 5, 2012

Sadly, my stay at the The Norfolk was not as anticipated. On the Up side:
- the service was excellent, especially from one of the reception ladies - she was an absolute gem and she even helped us get accommodation in Mombasa as well.
- the rooms were clean.
- nice pool and grounds.
on the down side:
- food was way overpriced.
- the decor was very old - the carpet was threadbare in my room and the shower didn't work properly.
- if you requested a taxi from the hotel, it was twice the price than calling a cab yourself.
- the room service menu was very limited.
i must say i was terribly disappointed with this hotel - especially if you consider the price you pay per night.

Room Tip: Choose a room that opens out onto the garden area for more privacy and less noise.
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  • Stayed October 2012, traveled on business
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dubai, United Arab Emirates
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 3 cities Reviews in 3 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed November 5, 2012

Moved to Kenya for a project in Feb 2012 and stayed at Norfolk for almost a month. Great service and facilities. Located very close to the city and have easy access to almost all the nearby locations. Bit expensive on the food but hey, you always have the option to dine out. Highly recommended for people who love Nature and wanted to feel at home while staying at a hotel.

  • Stayed February 2012, traveled on business
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New York City, New York
Reviewer
3 reviews 3 reviews
Reviews in 2 cities Reviews in 2 cities
4 helpful votes 4 helpful votes
1 of 5 stars Reviewed October 29, 2012

Booked this hotel because of the Fairmont Brand. Have stayed at other Fairmonts around the world. This place is noisy, smells old and needs some major work,. Price paid is way to high for product offered. Service is slow, long lines at the desk, Food Over priced for what you get. Maybe someone from Toronto should visit this place.

  • Stayed October 2012, traveled solo
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Richard K, General Manager at Fairmont The Norfolk, responded to this review, November 1, 2012
Dear Bertha B,

Thank you for taking your time to share the experience of your recent stay at Fairmont The Norfolk.

I am sorry to hear you didn’t enjoy your stay with us. Fairmont The Norfolk observes the same high standards which all Fairmont Hotels & Resorts adhere to. It’s unfortunate that you were accommodated in the unrenovated section. However, I am pleased to inform you that we are continually renovating our bedrooms and as from this month, we are working on the main blocks facing the hotel courtyard.

Thank you for your constructive feedback as this enables us to address any flaws as we strive to continually review services and the experience that we deliver to our guests.

If you happen to travel to Nairobi again, I would be happy to revisit this issue and ensure your stay with us is great.

Kind Regards,

Richard
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Vancouver, Canada
Senior Contributor
39 reviews 39 reviews
14 hotel reviews
Reviews in 18 cities Reviews in 18 cities
15 helpful votes 15 helpful votes
4 of 5 stars Reviewed October 28, 2012

The Norfolk is situated next to a University in a nice quiet part of central Nairobi. The setting is beautiful and the rooms are clean and elegant. There is excellent internet connection and the grounds are beautiful. There is a beautiful garden.

The location may not be convenient for some business travelers as it is a 20-25 minute walk to most government buildings but over an hour by taxi because of Nairobi's crippling traffic problem.

There are no other service near the hotel and you must cross a busy road to get to anything interesting.

Now to the main problem with this hotel. The price they charge for food and other services is insane.

Food: a simple Cesar salad cost +USD 30. It was not the best one I had ever had and frankly was actually sub-par.

Internet access is over USD 20 per day. Again this is not acceptable.

Laundry service: USD 10 for one shirt.

It should be noted that all prices are presented a much less than the ones I quoted but if you read the fine-print, they add VAT, service charge and a flat fee for everything. I find this misleading as other hotels don't do that.

I'm traveling for business and these costs are covered by my employer but if you are here using your own money, this is a rip-off.

Finally, in general service is good, but for the price, small things are not addressed. After cleaning my room I found that it was lacking tissue and garbage cans are not emptied. Small details but the price you expect perfection.

Although this hotel is beautiful and the quality of the facilities is excellent, I cannot recommend this hotel since other equally good options exist in the city center or on Upper Hill.

  • Stayed October 2012, traveled on business
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Richard K, General Manager at Fairmont The Norfolk, responded to this review, November 1, 2012
Dear Michael B,

Thank you for taking the time to share the experience of your recent stay at Fairmont The Norfolk.

I am very pleased to learn that you enjoyed our excellent internet connection, clean rooms & beautiful garden.

We have however noted your comments about our food & laundry pricing which I will address with the rest of the team and also do comparisons with other major hotels in Nairobi to ensure we are not over priced.

Thank you for your feedback and we look forward to welcoming you back in the near future.


Kind Regards,

Richard
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Topeka, Kansas
Contributor
18 reviews 18 reviews
4 hotel reviews
Reviews in 10 cities Reviews in 10 cities
7 helpful votes 7 helpful votes
5 of 5 stars Reviewed October 27, 2012

The Norfolk is a wondeful place. I stayed back in 2001 with my family on the first few nights of our trip, and I loved it! The rooms are very homey, the staff is very helpful and kind, the grounds are spacious and pretty, and the hotel itself is quite beautiful. It is a cozy place amid the hustle and bustle of Nairobi.

Stayed November 2011, traveled with family
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tyler, Texas
Contributor
12 reviews 12 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
11 helpful votes 11 helpful votes
5 of 5 stars Reviewed October 25, 2012

My husband and I stayed in the Norfolk pre-safari, and LOVED the hotel! (I guess we were in the renovated portion because the room was lovely!) We were only there for 2 nights and I would definitely stay there again. We are looking forward to another safari and will start our trip with a few nights at the Norfolk...a beautiful oasis in the middle of busy Nairobi.

  • Stayed October 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Fairmont The Norfolk

Address: Harry Thuku Rd, Nairobi 00200, Kenya
Location: Kenya > Nairobi
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free Parking Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#8 Romantic Hotel in Nairobi
#9 Business Hotel in Nairobi
#10 Luxury Hotel in Nairobi
#14 Family Hotel in Nairobi
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — Fairmont The Norfolk 5*
Number of rooms: 170
Official Description (provided by the hotel):
Fairmont The Norfolk Hotel has played a leading role in Kenya's colorful history, and continues to be the best-known luxury hotel in Nairobi. The town and later the modern city of Nairobi grew up around Fairmont The Norfolk hotel, which still has its own private tropical gardens. The hotel is still the traditional starting point for safaris and the Lord Delamere Terrace is modern Nairobi's popular meeting place, where drinks and light meals are served continuously from morning till late evening.Fairmont The Norfolk was expanded in 1999 and subsequently renovated in time for its centennial celebrations in 2004. The Delamere & Acacia Wing were refurbished in 2012 to give the rooms a modern touch, whilst preserving their charm and unique personality. The Nairobi hotel now offers accommodations in 170 guest rooms and suites, has eight conference rooms, the largest seating 175 delegates, a heated outdoor swimming pool, health club with gym, sauna and steam room and gift shops. ... more   less 
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Also Known As:
Fairmont The Norfolk Hotel Nairobi
Fairmont Hotel Norfolk
Norfolk Hotel Nairobi
Fairmont Hotel Nairobi
Norfolk Nairobi

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