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“Tour Base” 4 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   |  
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3rd Night FREE
Ranked #14 of 130 Hotels in Nairobi
Certificate of Excellence
Springfield, Illinois
Level Contributor
42 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
“Tour Base”
4 of 5 stars Reviewed November 19, 2012

This the first and last stop on our Kenya/Tanzania tour. Very convenient, good rooms, friendly and helpful staff...but a little over priced. There is a choice of several restaurants but we only had an opportunity for a couple of breakfasts and a quick lunch.

  • Stayed October 2012, traveled with friends
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 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.
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621 reviews from our community

Traveler rating
    290
    221
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    33
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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
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (148)
Date | Rating
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Portuguese first
  • Russian first
  • Spanish first
  • Turkish first
  • Any
English first
Berkshire, United Kingdom
Level Contributor
37 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
4 of 5 stars Reviewed November 18, 2012

The Norfolk still belongs up there. It is the standard to beat. yes, Nairobi's traffic is bad and yes the pricing is high (for Kenya ..........but hey cheap compared to Miami) the staff are genuine and they want you to have an exceptional time in E Africa. There are other hotels, but this is the benchmark, food has improved hugely, CinCin bar is a bit too dark, water takes a while to run hot, but it still has that charm and an air of something special, delivered well by caring staff.

Oh and the best tiger prawns with mango & chilli dip ......

If you are safari-ing and have a night or two to connect/transfer this is your choice, step up and bite the bullet, but please..... Why would you expect New York or London, your're in Afirca for god's sake.

Room Tip: There is a wing currently getting re-furbed but I didn't get any disturbance in 616, they are st...
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  • Stayed November 2012, traveled solo
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Glasgow, United Kingdom
Level Contributor
65 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
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.
Johannesburg, South Africa
Level Contributor
25 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 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
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 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
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 5 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
Level Contributor
44 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 26 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
Report response as inappropriate
This response is the subjective opinion of the management representative 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:
#7 Romantic Hotel in Nairobi
#7 Business Hotel in Nairobi
#10 Family Hotel in Nairobi
#14 Luxury 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):
Located just minutes from Nairobi's best attractions, including the home of Karen Blixen, from the Academy Award winning film 'Out of Africa', Fairmont The Norfolk offers luxurious guestrooms and suites, set amidst tropical gardens. It features plush furniture, flat screen TV, minibar, rainfall showers, and tea and coffee maker. Built in 1904, the hotel has been completely refurbished with a heated outdoor swimming pool, health club, sauna and steam rooms with massage facilities, tropical landscaped grounds, and award winning restaurants and bars from steak and seafood at Tatu restaurant, afternoon tea to Lord Delamere Terrace for international cuisine. The hotel is walking distance from artisanal craft shops, modern shopping centres, Sheldrick's Elephant Sanctuary, National Museums of Kenya and is the launch point for 'bucket list' worthy safari tours, which can be organized at the 24 hour concierge desk. A free shuttle bus is available to and from Jomo Kenyatta International airport, located 11 miles away. Business Guests are also offered a complimentary return shuttle ride to their office with free WiFi on board. ... 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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