We stayed at the Fairview for two nights so we could attend my friend's wedding. Being from the States, we are constantly told about how unsafe it is for tourists to visit Kenya and that petty theft is common, even in the nicest hotels. However, we couldn't be more wrong.
I left my sunglasses in the hotel room while we attended the wedding. When I returned that night, I couldn't find them anywhere and, as much as I didn't want to, I began to assume the worst. When we asked the staff about the occurrence, they were understanding, though skeptical.
Upon returning home, I had an email from Linda, the assistant manager, following up about my sunglasses. She offered to reimburse me for the item as well as offered extensive apologies. To my embarrassment, the sunglasses were tucked away in my boyfriend's bag--they were found upon our return home.
This incident showed me just how professional and caring the staff at the Fairview is. Not many hotels anywhere in the world would take the time to follow up with a customer about an incident like this, let alone offer to reimburse the traveler for the item. We loved our experience in Kenya and were, clearly, safe the entire time.
That incident aside, the hotel is stunning. There are several restaurants on the premise that feature delicious food, and the acres of stunning and lush gardens make it truly a beautiful place to stay. Aside from the incident, I loved our stay, and now that we know it was a fault on our end, I would only be too happy to return there one day.
I hope that tourism in Kenya continues to blossom, as it's a beautiful country filled with wonderful people. Thank you to the Fairview for reminding me what customer service is really about--and reminding me to keep an open mind when traveling. While it's still important to make smart choices and travel safely, I was wrong to make assumptions about where I was.
- Official Description (provided by the hotel):
- Fairview Hotel is owned and operated by the City Lodge Hotel Group. It is Nairobi's most popular four star hotel comprising of 127 rooms (with some five star rooms!). Our product offering is designed for the business traveller with various room types set in five acres of beautiful gardens. Our room rates include bed, breakfast, wifi and all taxes. We are situated 2 kilometers out of the Nairobi central business district on Upper hill. ... more less
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- Also Known As:
- Fairview Hotel Nairobi