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Reviewed July 6, 2012

Beautiful hotel with an air of elegance and past colonial grandeur. Breakfast spread amazing array of food. Staff very helpful and courteous although had to ask for service in the bar during cocktail hour. Rooms very spacious although beware of rooms in wing on left hand side of hotel. They back onto a service lane that was used by people throughout the night so broken sleep. Would definitely stay there again.

  • Stayed: July 2012, traveled solo
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Thank RobyNZ56
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 3, 2012

The staff were very helpful and friendly and helped us with all our queries, the Delamare Terrace was lovely (although the breakfast seemed quite pricey). The lobby/bar areas really have colonial grandeur as do the gardens, we only stayed in the un-rennovated rooms and they were a bit tired, but clean and large (very comfy beds). I would stay here again just because of the history of the place and I like that connection.

  • Stayed: June 2012, traveled as a couple
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Thank Jamesa7242
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management response:Responded July 10, 2012

Thank you for taking time to share your feedback. We highly appreciate your great comments about Fairmont The Norfolk and especially on our colonial grandeur and supportive staff. It is always a great pleasure to read that we are able to meet and exceed our guest’s expectations.

We look forward to welcoming you back at Fairmont The Norfolk.

Kind Regards,
Richard

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Reviewed July 2, 2012

Stayed two different times during our 2 week safari, staying in both the renovated and non-renovated rooms. Of the five hotels we stayed in, I rank this hotel #2. The renovated rooms are excellent, the non-renovated very good. Service in the restaurant was spotty, having to get up several times to find a waiter. Quality of food was ok. Business center always busy so was unable to use it. Gift shop had high quality items. Watch out for their laundry prices. A companion had a $250 bill for t-shirts, underwear, socks, and shorts.

Room Tip: Be sure and ask for a renovated room
  • Stayed: June 2012, traveled with family
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1  Thank 1happygolucky
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management response:Responded July 12, 2012

Thank you for taking time to share your feedback. We highly appreciate your wonderful comments about our renovated rooms and the gift shop. We have noted your concerns on our restaurant services and laundry prices which I have addressed with the rest of the team and we will take the necessary measures to rectify.

We look forward to welcoming you back at Fairmont The Norfolk.

Kind Regards,
Richard

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Reviewed June 27, 2012

Muted elegance, post-colonial grandeur this is not!

Drinks at Cin Cin is very similar to boarding Kenya Airways business class and being hassled by a faux-friendly crew all decked out in gaudy, fez-coloured nylon uniforms. They're up-selling booze that they don't drink "madame would you like to try the mooette?" Sorry, but I don't know mooette, is it some sort of milkshake? It seems the interior design of this once beautiful building was also decided by the cabin crew. It's very airport lounge - swirly brown and beige nylon carpets, buzzing red lights, cluttered "modern" angular furniture in all the wrong proportions. The cocktails are ok though, so long as you don't mind explaining that to four different members of the crew as everyone is so concerned about your Norfolk experience.

At dinner in Tatu, we sat next to the huge plastic illuminated screen that changed colour in sync with the little plastic candles on all the tables - so glam (if this was a retro 70s disco and not a pricy restaurant with a fading heritage). The Morendat steak is great but the accoutrements are straight from the shelves of Nakumatt at a 5000% mark-up. And there's something a bit sleazy about the black leather tablecloths... but our super enthusiastic waiter, who was very keen to get involved in our evening out, took his time to explain that these cloths are wipe-able and they also get buffed with chamois and polish once a week. Thanks for that. Later we learnt how to make a cafetiere of coffee; the waiter explained this to us in detail, in case we didn't know - "you take two soup spoons of coffee, do you know soup spoons?" Arrghh! Can I just savour these lovely home-made truffles in peace, please? The meal was a chore, we felt like counsellors employed to reassure the manager, his deputy, the chef and a few other bustling grinning waiters that yes, everything is fine, you're doing the right thing, it's ok, don't feel insecure... we disembarked swiftly.

Please - strip the walls of the orange tactile coating and ugly Moroccan-style goatskin lamps, tacked up in their hundreds. Let's get back to cool white walls, lofty ceilings, a roaring open fire and a staff that is attentively invisible.

  • Stayed: June 2012, traveled as a couple
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1  Thank esjaywilliams
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 22, 2012

Horrified by the moldy soap bar. Seems like they recycle the soap box and just replace the soap bar, despite the fact that the box is beat up, damp, and moldy. The mold then transfers from the box to the bar. We had this experience the last time we stayed here last week. Told them when we checked out and here we are with the same problem again. Such a displeasure and disappointment. Cannot believe a hotel that charges hundreds on dollars per night would shortchange on soap.

  • Stayed: June 2012, traveled as a couple
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1  Thank Yoda72
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management response:Responded June 26, 2012

Thank you for taking time to give us feedback on your recent stay with us.

It is most concerning to learn of the mouldy soap in your bathroom. I truly apologise that our bathroom facilities fell short of your expectation. I certainly understand how frustrating it must have been. This is certainly not in keeping with the level of service we strive to provide nor typical of this hotel.

Thank you for giving us this valuable feedback. We apologise for this shortfall as we discovered the soaps were stored in a damp place. We have made the necessary correction to this mishap.

We hope this will not deter you from staying with us in future and we look forward to welcoming you back to Fairmont The Norfolk.

Kind regards,

Richard

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