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“Luxury in the heart of the city” 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 (Nairobi Central Business District)   |  
Hotel amenities
Ranked #12 of 103 Hotels in Nairobi
Costa Mesa, California
Contributor
11 reviews 11 reviews
8 hotel reviews
Reviews in 10 cities Reviews in 10 cities
10 helpful votes 10 helpful votes
“Luxury in the heart of the city”
5 of 5 stars Reviewed January 15, 2014

We stayed just two nights here (barely over a day), but it was so lovely. We checked in around 2:30 am from our flight and the staff was so helpful and warm as if it weren't the middle of the night. We were shown to our spacious room that had a tv, air conditioning, a view of the courtyard, a safe, and an amazing en suite with a huge tub and a separate walk in shower. The hotel had a great breakfast on the terrace in the morning complete with a made to order egg station and waffle station along with everything thing else you can imagine for breakfast! The pool looked great, although we didn't get in. The gym (free for guests) was pretty well equipped...cardio machines, some weight machines, a bench, filtered water machine and towels given upon checking in. We also had dinner at the restaurant 'Tatu' that is in the hotel. We didn't have reservations, but there were plenty of tables available. The food was really amazing and the chef even prepared a little taster for us. I enjoyed braised beef and we split a crispy shrimp starter as well...everything just perfect. At the end we were allowed to approach the chefs and thank them for the delicious meal. The hotel is located just a short walk from the city center and although we didn't walk around at night, during the day we felt safe to walk about.

  • Stayed December 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 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 24, 2014
Dear Jklawhorn,

Thank you for your review.

On behalf of our team, I would like to thank you for your wonderful and heartening appreciation of our services and cuisine and the fantastic rating.

It is inspiring to know that you enjoyed our services and our colleagues and I are looking forward to welcoming you back again in the 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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463 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 (105)
Date | Rating
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  • Dutch first
  • English first
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  • German first
  • Italian first
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English first
London, United Kingdom
Top Contributor
69 reviews 69 reviews
25 hotel reviews
Reviews in 28 cities Reviews in 28 cities
31 helpful votes 31 helpful votes
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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West Vancouver, Canada
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
9 helpful votes 9 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
Top Contributor
73 reviews 73 reviews
7 hotel reviews
Reviews in 21 cities Reviews in 21 cities
33 helpful votes 33 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
2 reviews
4 helpful votes 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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Contributor
13 reviews 13 reviews
7 hotel reviews
Reviews in 9 cities Reviews in 9 cities
8 helpful votes 8 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
Reviews in 2 cities Reviews in 2 cities
2 helpful votes 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.
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Additional Information about Fairmont The Norfolk

Address: Harry Thuku Rd, Nairobi 00200, Kenya
Location: Kenya > Nairobi > Nairobi Central Business District
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:
#5 Business Hotel in Nairobi
#8 Romantic Hotel in Nairobi
#9 Luxury Hotel in Nairobi
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — Fairmont The Norfolk 5*
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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