In the past few months I and my work colleagues have stayed several times at the Norfolk and I consider myself as knowing the property pretty well. The Front Desk staff has consistently delivered a rather sloppy service, the quality of the service would totally depend on who checked you in and who the duty manager was at the time of your arrival. Most of the time the duty manager is nowhere to be seen so if you face an issue the front desk staff member is not able to deal with, it will take a long time to escalate to a supervisor. The worst experience I had was last week during Christmas: the lady who checked me in insisted in allocating a room I was absolutely not happy with (again, I know the property pretty well). The Duty Manager, Mr. Mututi (I think) came after she called him and instead of helping, he was downright rude. His tone of voice and overall demeanor was bossy and almost aggressive. Totally inappropriate behaviour. I felt really appalled and decided not to argue.
Another major issue is the security at the hotel. After the WEsgate attacks one would think the security has stepped up. Beware that this is not the case. After business hours, say late at night or early in the morning, virtually anyone can enter the hotel. I usually check out very early from the hotel (at around 5am) and the front desk stay can be seem sleeping around the lobby couches or behind the counter. The security checks at the door are spartan. The terrace restaurant opens to the street, no one on watch.
In a nutshell, rude service and questionable security at the Norfolk. Fairmont's senior management has much work to do!