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“Luxury hotel !” 5 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 #12 of 122 Hotels in Nairobi
Certificate of Excellence 2014
Honolulu, HI
Senior Contributor
31 reviews 31 reviews
25 hotel reviews
Reviews in 22 cities Reviews in 22 cities
74 helpful votes 74 helpful votes
“Luxury hotel !”
5 of 5 stars Reviewed March 9, 2013

This hotel has everything, absolutely everything. The rooms are beautiful, wonderfully cool, comfortable to the hilt with nice baths and all amenities. Fully stocked fridge contains bottled water ($7.00 US for the small Avia bottle and ironically the larger bottle costs less). Nice large pool good for lap swimming but opens later in the morning around 8 AM. The breakfast buffet has absolutely everyrthing with a full selection of foods and pasteries, nothing lacking. The hotel layout is a little maze-like with a central courtyard and requires some thinking to find your room but plenty of staff around to help you orient yourself to the whole facility. I was turned around a bit each time I tried to return to my room. the pool is somewhat remotely located, not within the central courtyard. I can't imagine any disappoint with this hotel, not even for the most discriminating.

Room Tip: Might ask for a room closer to the front lobby with easier access and less maneuvering within the ma...
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  • Stayed February 2013, traveled with friends
    • 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.
Richard K, General Manager at Fairmont The Norfolk, responded to this review, March 15, 2013
Dear Paulyduckduck,

Thank you for taking the time to write a positive review in regard to your recent stay at Fairmont The Norfolk.

I was delighted to see that you enjoyed your stay with us here at the hotel. Thank you for your feedback in relation to our beautiful rooms, excellent breakfast and helpful staff.
I apologize that you were not able to access our pool which now opens same time as our gym - 6:00am daily.

Once again, thank you for recommending Fairmont The Norfolk to fellow reviewers and we look forward to welcoming you back in the near future.

Best Regards,
Richard
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542 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
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (128)
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English first
Geneva, Switzerland
Top Contributor
114 reviews 114 reviews
36 hotel reviews
Reviews in 33 cities Reviews in 33 cities
52 helpful votes 52 helpful votes
3 of 5 stars Reviewed February 26, 2013

This is a fine hotel, though not worth the prices they charge. And they charge for everything. Service is uneven. Some staff go the extra distance while others seem bored. Service by the pool is particularly easy going. The breakfast buffet - again not cheap - is served until 1000 though it seems staff stop replenishing things about 0900. We had to ask three times for a glass. Overall, for a hotel charging $300+ a night, it falls short of the mark. There is nothing wrong here, but I didn't get the impression that they were trying all that hard.

  • Stayed February 2013, traveled as a couple
    • 2 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 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, March 5, 2013
Dear Wrightone,

Thank you for your feedback regarding your recent stay.

I note that our service delivery fell short of your expectation and I apologize for this shortcoming. I will look into pricing of our menu and share your service comments with the Restaurants Manager and Executive Chef in order to ensure service satisfaction of our guests in the future.

Your review helps us to identify the areas we fell short of your expectation and we take every measure to correct each area.

Hopefully you will give us another opportunity to serve you again and regain your trust.

Kind Regards,

Richard
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London, United Kingdom
Reviewer
5 reviews 5 reviews
Reviews in 3 cities Reviews in 3 cities
7 helpful votes 7 helpful votes
5 of 5 stars Reviewed February 24, 2013

I have been staying at the Norfolk regularly, say between five and ten times a year for the past eight years.
Since Fairmont took over it has become world class
in terms of comfort and above all service, which is exceptional, with genuine hospita
Ity and welcome from all staff.The rooms are spacious and comfortable, the grounds are a real oasis in a busy city, and the food and beverage choice is outstanding, the lunch buffets great and Tatu would give many high end steak restaurants in SA, London or New York a good run for their money.there is an ethos of continuous improvement and a real energy about how the staff go about their work.I have stayed in other so called high end hotels and Nairobi and they are WAY off the pace compared to the Norfolk.
I apcannot believe some of the negative comments belwo, thankfully they aroe in the minority, but some people love to moan.I have stayed here enough timekeeping sto say it is excellent
, and CONSISTENTLY excellent. Well done everyone.

Room Tip: 1937 block is where it's at !
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  • Stayed February 2013, traveled on business
    • 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 1
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, February 27, 2013
Dear Steven P,

Thank you for choosing Fairmont The Norfolk as your preferred Hotel of choice. We greatly appreciate the time you took to share your detailed and valued feedback with us.

It was a pleasure receiving your compliments about our rooms and services. I have also noted that you had an opportunity to dine in our restaurants and you had a memorable experience.

It is our goal to consistently offer superior service and satisfaction to our guests.

We look forward to another opportunity to be of service to you.

Kind Regards,

Richard
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Nairobi, Kenya
Senior Contributor
23 reviews 23 reviews
13 hotel reviews
Reviews in 6 cities Reviews in 6 cities
12 helpful votes 12 helpful votes
4 of 5 stars Reviewed February 15, 2013

The rooms built in the colonial era are very spacious and very serene. The enviroment is very calm and freindly. Their meals are fabulous and especially the buffy due to the many varieties. The hotel is vey proximity to the city centre of Nairobi and one can walk comfortably for shopping to the city centre.

Room Tip: Their old original rooms are more spacious than the new once.
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  • Stayed December 2012, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Toronto, Ontario
Senior Contributor
36 reviews 36 reviews
10 hotel reviews
Reviews in 13 cities Reviews in 13 cities
27 helpful votes 27 helpful votes
4 of 5 stars Reviewed February 6, 2013

We were a group of twenty people who spent two days here before we headed to the Maasai Mara to help build a school and then a few days on Safari. This hotel definitely lives up to the Fairmont name. It has nicely appointed rooms, a lovely dining area and a bar/lounge with beautiful art and decor. Spa facilities were also available, although we didn't have time to try them out. The staff was wonderful and the service was top notch. Yes, it is a bit pricey, but that is expected at this level of accomodations.

The only thing that I did not like is that breakfast was included in our trip but we were given a 'bill' to sign off on when we ate. When I questioned the wait staff, they said we didn't have to pay the bill, but still had to sign off on it. I was a little worried that we would have to pay for this on check out, but turns out it was in fact covered. Nice hotel for a pass through, but I enjoyed the luxury tents in the Maasai Mara much better.

Room Tip: Ask for a room over looking the beautiful gardens.
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  • Stayed August 2012, traveled with friends
    • 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
    • 5 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.
Birmingham, Michigan
Top Contributor
80 reviews 80 reviews
20 hotel reviews
Reviews in 28 cities Reviews in 28 cities
54 helpful votes 54 helpful votes
3 of 5 stars Reviewed February 4, 2013

Full disclosure: My wife and I and close friends were on a 15 day safari to Amboseli, Masai Mara,
Serengeti, and Ngorongoro. Nairobi is where we arrived and where we departed. When we do it again, we will go through Arusha and directly into the bush. The Norfolk has history in its colonial sense and all that, but this place is tired, the food marginal, the service more rude than not, and it's in the middle of a very intense city where I personally did not want to linger. We fell in love with the African bush, its tented camps and lodges, its incredibly kind and warm people, and the indescribable magic that is Africa. The Norfolk and its location is not inspiring in any way.

  • Stayed October 2012, traveled with friends
    • 3 of 5 stars Value
    • 2 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 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, February 13, 2013
Dear MLP50,

Thank you for staying at Fairmont The Norfolk and for your recent review on TripAdvisor. All guests’ comments are important to us and we appreciate your candid feedback.


We have shared this with the relevant departments for immediate action and we are sorry to learn that your experience did not live up to your expectation.

We would appreciate for you to get in touch with us directly by emailing kenya.reservations@fairmont.com so that we can welcome you back and ensure that your next stay with us is seamless.

We look forward to welcoming you back to Fairmont The Norfolk.

Kind Regards,

Richard
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Senior Contributor
25 reviews 25 reviews
17 hotel reviews
Reviews in 21 cities Reviews in 21 cities
17 helpful votes 17 helpful votes
5 of 5 stars Reviewed February 1, 2013

We stayed at The Norfolk twice during our 5 week African tour and both times were amazing. We thought it was a peaceful oasis away from the hustle and bustle of the city. It certainly lives up to the Fairmont standards. We had 2 wonderful meals in Tatu restaurant and we couldn't fault the food or service, everything was just perfect! We would definitely stay at The Norfolk again!

  • Stayed January 2013, 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.
Richard K, General Manager at Fairmont The Norfolk, responded to this review, February 13, 2013
Dear Kim T,

Thank you for your review and for continuing to choose Fairmont The Norfolk for your travel.

We are very happy to hear that you find not only the quality of our award winning restaurant exceptional, but that your find out general facilities accommodating.

We look forward to seeing you again 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 Business Hotel in Nairobi
#8 Romantic Hotel in Nairobi
#10 Family Hotel in Nairobi
#11 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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