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“5 star prices but 2 star value for money” 2 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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Special Offer
3rd Night FREE
Ranked #13 of 130 Hotels in Nairobi
Certificate of Excellence
London, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
“5 star prices but 2 star value for money”
2 of 5 stars Reviewed February 4, 2014

We had high expectations for the Fairmont Norfolk in Nairobi and chose it as one of our honeymoon hotels following a safari.
Can't fault the cleanliness and service with a smile but unless you are here on a corporate visit do not expect to be looked after.
A five star hotel with wifi at a cost of nearly £12 ($20) per day. 3 and 4 star hotels in Nairobi offer free wifi these days so this was a surprise to us.
The only way to get around this charge is to become a member of the Fairmont Presidents club (thanks to a member of restaurant staff who at least let us know about this) which involves filling in paper forms. Surprising given we are now in 2014, not 1994! A poor customer experience.

Breakfast is not included and will set you back £21 ($30) per day.
We were allocated a cabin sized room over-looking a car park and main road despite paying £192 per night and could only move rooms by upgrading - a further £36 per night.

We were advised a manager would come and speak to us about our experience - no one came.

We felt the Fairmont Group have really let us down and would question staying in any of their hotels in future.


  • Stayed February 2014
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 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 7, 2014
Dear blink79,

Thank you for choosing Fairmont The Norfolk and we highly appreciate your kind feedback.

Please join our Fairmont President’s Club online via http://www.myfairmont.com to enjoy free WiFi during your next visit to any of our Fairmont Hotels & Resorts worldwide.

We also apologize that our Manager did not make it to meet you to speak about your experience as promised. We hope this will not deter you from staying with us and our Fairmont Hotels & Resorts worldwide.

We hope to welcome you again in the near future!

Best 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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624 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
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Portuguese first
  • Russian first
  • Spanish first
  • Turkish first
  • Any
English first
Safwa, Saudi Arabia
Level Contributor
75 reviews
47 hotel reviews
common_n_hotel_reviews_1bd8 69 helpful votes
5 of 5 stars Reviewed February 3, 2014

Stayed here for one night last month for the second time, first visit was in August 2012 and for one night as well, while waiting for safari flight to the Mara. This time, it was even better, got a better room being a member in the president's club and complementary internet connection, hotel staff are all super friendly, enjoyed the in-room dinning as well and for the second time! loved the breakfast also in the morning , plenty of choices. Check-in and check-out was also very smooth. Always first choice if I ever come back to Nairobi and had to spend a night or two there....

  • Stayed January 2014, traveled solo
    • 4 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 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 7, 2014
Dear Malnaser,

Thank you for your great feedback and we are glad you chose us. We look forward to continue making your stays in Nairobi memorable.

Best regards
Richard
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Sugar Land, Texas
Level Contributor
91 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
5 of 5 stars Reviewed February 1, 2014

This is great property. We stayed her prior to our Safari with Micato and after the Safari. What a great place to stay after our 18+ hours of travel from the US. The room was very comfortable - great bed. The breakfast buffet was outstanding. After 14 days in the bush - it was a great place to come back to to freshen up - have a great meal before heading back to the US. Highly recommend staying here when you are in Nairobi.

  • Stayed March 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
    • 4 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 7, 2014
Dear Burke S,

Thank you for staying with us before and after your Safari, we are glad you had a wonderful time on both stays.

We appreciate and are grateful for the encouraging feedback as we look forward to hosting you again in the future.

Best regards
Richard
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Montreal, Canada
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 stars Reviewed January 26, 2014

We only spent a little while here as we were off to go on safaris but what little time we spent we certainly felt the Fairmount Polish. The rooms were spacious and clean and the staff was most helpful and kind and Patrick went out f his way for us. Kenyan hospitality at its best!

Room Tip: Allow a lot of time to get from Nairobi airport to the hotel and vice versa. Traffic is a nightmare!
See more room tips
  • Stayed September 2013, traveled as a couple
    • 4 of 5 stars Value
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Cleanliness
    • 4 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 7, 2014
Dear belleg47,

A big thank you for this great review!

We will make sure to pass all your comments to our team and are already looking forward to your next stay with us!

Best regards
Richard
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Nashville, Tennessee
Level Contributor
40 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
5 of 5 stars Reviewed January 26, 2014 via mobile

Stayed one night after my long flight. Very beautiful hotel, the service and mood was like that if the 30's. Everything you could ask for. My only regret is that I get not get to stay longer. The grounds breath taking. Staff top knotch.

  • Stayed January 2014
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 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.
Kampala, Uganda
Level Contributor
73 reviews
30 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
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
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sydney, Australia
2 reviews
common_n_hotel_reviews_1bd8 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
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 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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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
#13 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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