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“Dining” 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 (Nairobi Central Business District)   |  
Hotel amenities
Ranked #12 of 103 Hotels in Nairobi
Somerset West, South Africa
Reviewer
4 reviews 4 reviews
Reviews in 3 cities Reviews in 3 cities
9 helpful votes 9 helpful votes
“Dining”
2 of 5 stars Reviewed February 22, 2014

Visited with an old Kenya friend who wished to eat at what he remembered as one of the finest and friendliest dining experiences in Nairobi
despite being told by myself and a number of Kenya residents that it has lost entirely any resemblance to what it was under Lohnro and Block we decided to have lunch
The Tatu restaurant was not open for lunch ,but were told we could eat on Tatu Patio,but was rather far from the lunch buffet and as such chose the Delamere Terrace
gone are the days when this was packed to the door every lunch time and evening -- we were the first to occupy a table and there were more staff than diners
it is like eating in a morgue --everything so clinical and minimalist and no atmosphere at all
we chose a table and waited over 5 minutes for our wine to arrive ,which was warm --another 5 minutes until we get a slightly colder bottle --another wait of over 5 minutes for the butter to be brought to the table --this despite a plethora of staff passing by --- I think all were chiefs and very few braves
The Buffet was Indian food and I could state categorically that I have eaten much better in many places around the world and in Nairobi itself --it was certainly no better
than 2 star
Now to get the bill --again a long lengthy wait for this to arrive and I asked to speak to whoever was in charge and told this person we were not happy with the service or for that matter wjth the food --and said we would always remember this as it used to be and with the standards now existing,it was little wonder that only some 5 tables of the 25 to 30 available were occupied

Shall not eat here again -- I visit Kenya 6 or 7 times a year and certainly will think twice about visiting the Norfolk again to eat .

  • Stayed February 2014, traveled with friends
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Cleanliness
    • 2 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 27, 2014
Dear John W,

Thank you for your detailed review.

We have noted all your concerns regarding our Indian cuisine and service delivery for our immediate corrective action.

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


Best regards,

Richard
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462 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
    3.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (105)
Date | Rating
  • Chinese (Simplified) first
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Portuguese first
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English first
Nairobi, Kenya
Contributor
19 reviews 19 reviews
Reviews in 3 cities Reviews in 3 cities
5 helpful votes 5 helpful votes
3 of 5 stars Reviewed February 20, 2014

We went here for like two hours as we had a friend of ours staying there.We had gone to drop him off after diner but decided to have a few drinks at the bar downstairs.It was quite empty apart from some ladies seated at the couches chatting.We were served by a friendly barman.The room was quite cosy and intimate for the evening.Not bad a place.

  • Stayed March 2013, traveled as a couple
    • 3 of 5 stars Value
    • 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.
London, United Kingdom
Senior Contributor
46 reviews 46 reviews
18 hotel reviews
Reviews in 19 cities Reviews in 19 cities
22 helpful votes 22 helpful votes
4 of 5 stars Reviewed February 5, 2014

I spent a day here after a week working in Nairobi. it is a lovely place and had a good night here with colleagues in the week. They do the colonial thing really well, could have put this hotel in Singapore easily. Food was great. I think the staff needed to feel like you were a resident and spending big bucks before they would give you attention which is a shame - I always think you can judge a place by how they treat ALL their customers not just the big spenders. Lack of free wifi and also staff were a bit snooty i.e. I didn't get bread or any attention during my meal while other tables were very attentively serviced. Having said that if i had the chance to stay I would take it next time, the rooms are pretty good value and good location in Nairobi.

  • Stayed January 2014, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Rooms
    • 3 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 Anne and Jonny,

I'm thrilled to know you were impressed with our outstanding service, clean rooms and great food.

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.

Should you find yourself back in Nairobi anytime soon, we'd love the opportunity to host you again!

Best regards
Richard
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London, United Kingdom
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
2 of 5 stars Reviewed February 4, 2014 via mobile

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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Safwa, Saudi Arabia
Top Contributor
68 reviews 68 reviews
43 hotel reviews
Reviews in 29 cities Reviews in 29 cities
47 helpful votes 47 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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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sugar Land, Texas
Top Contributor
69 reviews 69 reviews
15 hotel reviews
Reviews in 37 cities Reviews in 37 cities
29 helpful votes 29 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
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
4 helpful votes 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
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 > 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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