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“CHARMING AND CUTE COLONIAL STYLE HOTEL” 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
London, United Kingdom
Level Contributor
82 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 45 helpful votes
“CHARMING AND CUTE COLONIAL STYLE HOTEL”
4 of 5 stars Reviewed January 15, 2014

Enjoyed our stay in this charming quaint boutique hotel. The architecture is unusual, very colonial, the service is pretty good, the food in their restaurant TATU is the best ever tried in Kenya. Their manager really nice and hands on. The chef at TATU is really talented, he created some amazing dishes. This was the best meal ever in Kenya. The hotel offered very good taxi service with good taxi drivers, and if dissatisfied, they make sure that you get value for your money.
Loved the brass band playing Xmas carols in the garden below our bedroom
Our bedroom was nice, but i would not say the best. The bathroom was not up to scratch, the shower was splashing water everywhere and the tap in the sink was dysfunctional, trickling water, we had to request maintenance quite a few times to have it repaired. The bar offered some nice freshly prepared cocktails and good quality nuts. My only gripe is that i had to wait few hours on end for extra hangers to come to the room upon arrival as well as the bathroom! otherwise, all was perfect in that place. I enjoyed the massage and spa at the Norfolk, but Rita at IL Moran was better in my opinion.

  • Stayed December 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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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, January 24, 2014
Dear Shermine54,

Thank you for your review.

It was our pleasure to host you at Fairmont The Norfolk. We are glad that you noted our standards and good value with excellent service. Thank you for your recommendation.

We are currently addressing the concerns you raised on the bathrooms.

We look forward to hosting you again in the near future.

Warm 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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621 reviews from our community

Traveler rating
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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
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  • English first
  • French first
  • German first
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English first
West Vancouver, Canada
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 stars Reviewed January 7, 2014

I came off a trip to Ethiopia, then a safari, to the Norfolk. It was paradise. We were warmly greeted at the door by a number of employees, checked in easily and had a wonderful and comfortable room - and bed. The staff were particularly helpful and friendly in all ways. We cruised in and out of the gift shop looking for a treasure, and they were so tolerant of our wanderings. We chatted with the General Manager who introduced himself to us and he also gave us many pointers about things of interest in Nairobi. The food was delicious and beautifully prepared. The gym had everything one needed. The only downside was that the pool over the years is now surrounded by high rises so there is no privacy there.

Room Tip: We had a lovely quiet room overlooking the inside garden. i can't compare it with others, but i...
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  • Stayed January 2014, 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 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, January 10, 2014
Dear Babuwicott,

Thank you for choosing Fairmont The Norfolk.

We have noted your valued comments arising out of your short stay in December 2013.

We look forward to welcoming you back soon.

Best regards,

Richard
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London, United Kingdom
Level Contributor
146 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 47 helpful votes
5 of 5 stars Reviewed December 30, 2013

Just had 2 days and nights at the Norfolk - old world charm and a fantastic setting. The staff could not have been more helpful expecially at at the Pool Restaurant and Cin Cin Bar. Breakfast (buffet) in The Lord Delemere Terrance was excellent and caters for all options (continenal to full english) and the steak I had for dinner was one of the best yet.

Room Tip: Slecet a room that overlooks the main courtyard
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  • Stayed December 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 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
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, January 10, 2014
Dear Richard J,

We are grateful for your review. We are happy that you found our rooms to be lovely. We are also pleased to know that you enjoyed the excellent service from our colleagues.

We look forward to welcoming you back soon.

Best regards,

Richard
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Switzerland
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
2 of 5 stars Reviewed December 29, 2013

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!

  • Stayed December 2013, traveled on business
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 2 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.
Richard K, General Manager at Fairmont The Norfolk, responded to this review, January 10, 2014
Dear Lemantraveller,

Thanks for sharing your feedback.

Kindly accept our sincere apologies for the inconveniences caused to you.
Kindly note that management’s objective continues to be consistent delivery of professional
service by ensuring that guests’ expectations are exceeded and giving value for money.

Please note that we have taken action on the matter you raised on security. We have also responded to you directly via e-mail.

We hope that this incident will not deter you from staying with us in the future.

Best regards,
Richard
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Level Contributor
16 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
5 of 5 stars Reviewed December 29, 2013

We stayed at this gorgeous hotel pre and post Safari. It was heaven with luxury linens, elegant baths, and excellent service. Porters and room service were fast and friendly. Breakfast buffet was exceptional for Kenya and dinner at Tatu was probably the best meal we had throughout our safari. I loved the fact that you can plug in your devices directly in the room without an adaptor.
Infinity edge pool was a delight and the central courtyard was lush. Location is not great for walking around but our Tour company always had a car available for us to go anywhere so that was not an issue for us. I highly recommend the Norfolk.

  • Stayed December 2013, 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 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, January 10, 2014
Dear itchyfootDallas,

Thank you for your review regarding your recent stay with us.

We are happy to learn that our quality of rooms, breakfast and courteousness of our personnel met your expectation, thus your memorable experience with our hotel.

We look forward to another opportunity to host you in the future.

Best regards,
Richard
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Warsaw, Poland
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
4 of 5 stars Reviewed December 29, 2013

i stayed at this hotel from jul 10 2013 to jul 12 2013. The rooms were really great, with excellent pool, and great room service. I liked the stay very much. Still, wasn't the best hotel during our safari trip.

  • Stayed July 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 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.
Columbus, Ohio
Level Contributor
88 reviews
30 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
4 of 5 stars Reviewed December 25, 2013

Make sure to see the different types of rooms as some are the size of a coat closet and some are like suites. Very comfortable beds, clean, great amenities. The internet is annoying that you have to keep logging on over and over during your stay. The service in the Delamere restaurant leaves something to be desired. While the choices of food are awesome, the wait staff needs to better trained to follow up. Service is slow and inattentive in this restaurant. Grounds are beautiful. Great pool and spa--good massage service--very well trained therapist for deep tissue massage.

  • Stayed November 2013, traveled on business
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 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.
Richard K, General Manager at Fairmont The Norfolk, responded to this review, January 10, 2014
Dear isfcmh,

Thank you for posting your review. We are always happy to receive feedback.

We are grateful that you found our rooms nice and comfortable and the health club services excellent.

We apologize for the internet inconveniences and the slow service in the Lord Delamere Restaurant which has since been addressed with the respective colleagues.

We look forward to welcoming you back in the near future.

Best 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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