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“Exquisite service” 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 #11 of 120 Hotels in Nairobi
Certificate of Excellence 2014
Kampala, Uganda
Top Contributor
56 reviews 56 reviews
24 hotel reviews
Reviews in 20 cities Reviews in 20 cities
35 helpful votes 35 helpful votes
“Exquisite service”
5 of 5 stars Reviewed January 21, 2014

I should have posted this earlier. The rooms are clean and neat. The dinning and food great. I loved that I had a coffee french press in my room. And the coffee always tasted great. The ambiance is amazing. Staying there is pricey, but definitely worth it. Every time I went for breakfast, I was greeted by name, I travel quite some and I have not got that kind of treatment anywhere.

  • Stayed May 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
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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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)
Date | Rating
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  • Dutch first
  • English first
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English first
Sydney, Australia
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
2 of 5 stars Reviewed January 18, 2014

After a 5 week overland trip I was looking forward to a touch of luxury and this hotel was our splurge!
The room was clean and cool which was a welcome relief from the heat of Nairobi but it was really a business room, with a large desk and multiple line phone. I was disappointed that it had little privacy and no outlook - a function room of sorts looked directly into the room necessitating keeping the curtains drawn. It was not the colonial heritage hotel I had hoped for I could have been anywhere. The pool was a long way away from the room and wasnt anything to write about, so I won't. The cocktail bar had little ambience and the whole place was a letdown. With its history I was expecting a hotel along the lines of The Victoria Falls or the Bangkok Oriental. Not even close.
My main gripe is with housekeeping, however. I requested and was pleased to get a late checkout of noon. Great I thought.. breakfast in bed, a late snooze,a long shower and I'd be rested up for the long trip home to Australia. Not to be..I had a nice breakfast then ... Knock on the door 30 mins later to pick up the tray...10mins later "can we clean the room" (even though I'm checking out!) 15mins later " can we check the mini bar" , then 2 maintenance men to measure the bathroom then a second minibar request, the latter two after a do not disturb sign was put on the door so I could have a shower in peace.
My advice would be to look around and not waste your money here.

  • Stayed December 2013, traveled with friends
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 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 Janelle M,

Thank you for your review.

It was our pleasure to host you and we are pleased to hear that our clean rooms and breakfast exceeded your expectations.

We have noted the issue of interruption by our colleagues during your short stay and not meeting your needs, this has been addressed to my team and we will ensure that this type of incident does not re-occur in the future.

Your review has been constructive and candid to improving and enhancing our guest experience at Fairmont The Norfolk.

We look forward to hosting you in the future.

Warm regards,
Richard
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Moscow
Senior Contributor
24 reviews 24 reviews
17 hotel reviews
Reviews in 13 cities Reviews in 13 cities
14 helpful votes 14 helpful votes
3 of 5 stars Reviewed January 16, 2014

The Norfolk has certainly seen better days. Colonial charm has been replaced by bland tasteless decor in the common areas. We had booked a duplex suite which was tired, had a dirty shower, and were kept awake by the combination of a noisy air conditioner and a big generator or similar machine outside the room. On the plus side the staff were extremely helpful but even so we decided to stay elsewhere on our return leg through Nairobi.

Stayed December 2013, traveled as a couple
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Richard K, General Manager at Fairmont The Norfolk, responded to this review, January 24, 2014
Dear TravelGuruMoscow,

Thank you for your review.

It was our pleasure to host you at Fairmont The Norfolk. We are glad that you noted our excellent service.

We have noted all the concerns you raised for our corrective action.

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

Warm regards,
Richard
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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
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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London, United Kingdom
Top Contributor
74 reviews 74 reviews
27 hotel reviews
Reviews in 30 cities Reviews in 30 cities
40 helpful votes 40 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
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 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
132 reviews 132 reviews
10 hotel reviews
Reviews in 31 cities Reviews in 31 cities
66 helpful votes 66 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
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 Luxury Hotel in Nairobi
#10 Family 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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