Reception

Reviews of Fairmont The Norfolk

5 out of 5
Fairmont The Norfolk
Harry Thuku Road, PO Box 58581, Nairobi

Reviews

9.0

Wonderful

Rating 10 - Excellent. 103 out of 160 reviews" "
Rating 8 - Good. 38 out of 160 reviews" "
Rating 6 - Okay. 13 out of 160 reviews" "
Rating 4 - Poor. 4 out of 160 reviews" "
Rating 2 - Terrible. 2 out of 160 reviews" "

9.4/10

Cleanliness

9.0/10

Staff & service

9.0/10

Amenities

9.0/10

Property conditions & facilities

9.2/10

Eco-friendliness

Reviews

10/10 Excellent

Rico

Stayed 4 nights in Dec 2023

10/10 Excellent

Marie

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
The property and staff are first class. Suggest more sun lounges around the pool Would return in a heartbeat
Stayed 3 nights in Dec 2023

6/10 Okay

Stephen, Vero Beach

Travelled with family
Liked: Cleanliness
Disliked: Staff & service
This was certainly a grand dame 40 years ago when my wife first stayed at The Norfolk, but we found the place tired and the whole routine a bit sketchy. We were given a room that was not what we booked (booking specifically called for a King bed, but we received a Queen and the hotel staff tried to convince us that indeed the bed was a "King-like" bed). I was given two separate quotes for a car service, one twice the other, and both were a multiple of what Uber quoted for the same ride. I sat outside enjoying a cigar and a waieter asked me if i had an "extra cigar" for him. That's never happened to me anywhere. Also of note, the manager was quite welcoming until he saw we had a problem with the room and he then disappeared faster than you could imagine. Indeed it's a grand dame that has seen better days.
Stayed 1 night in Oct 2023

10/10 Excellent

Carl

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Awesome staff great room and pool
Stayed 2 nights in Sep 2023

10/10 Excellent

Alicia, Chicago

Stayed 8 nights in Sep 2023

10/10 Excellent

Carol

Stayed 1 night in Aug 2023

10/10 Excellent

reid

Stayed 3 nights in Jul 2023

10/10 Excellent

Leung Ka Man

Stayed 1 night in Jun 2023

10/10 Excellent

Gerard

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Fabulous hotel….
Stayed 1 night in Apr 2023
Response from James Macharia on 27 Apr 2023
Thank you Gerard. We are happy that you enjoyed your stay with us and we do look forward to hosting you again.Recommend us to friends and family :)

10/10 Excellent

Vivek

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Fantastic stay - charming, helpful and efficient staff, clean and comfortable resort with all the modern offerings a good hotel should have, set in an old world setting in the heart of town. If I can help it - will always stay here when visiting Nairobi.
Stayed 5 nights in Mar 2023
Response from James Macharia on 27 Apr 2023
Dear Vivek,Thank you for the sentiments. We greatly appreciate your patronage and look forward to hosting you in the future.Regards,

10/10 Excellent

Chris

Stayed 3 nights in Feb 2020

10/10 Excellent

Robert

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Relaxing oasis
Spent 4 days here after a busy 4 weeks traveling around Kenya and Tanzania. What a welcome treat to be pampered in this little oasis of comfort in the middle of Nairobi. Great service staff!!
Stayed 3 nights in Feb 2020
Response from Axel on 17 Feb 2020
Dear Robert, Many staying with us for four nights and for taking time to post your review. We always welcome feedback from our guests; more so when it is complimentary. It is a pleasure to note that you were pleased with your overall experience and especially appreciated the service from the team, appreciated us as an oasis of comfort in the middle of the city and that you enjoyed being pampered. We look forward to having another opportunity to host you Sincerely, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

2/10 Terrible

Christian, London

Travelled with partner
Disliked: Staff & service, property conditions & facilities
This is probably the worst Fairmont I've stayed in. The room was fine but the property itself was a little tired. The service was abysmal. In particular we have questioned why a 28usd charge was added to our bill when WiFi is included and not given an adequate response in a reasonable amount of time. I would recommend anyone looking for accommodation in Nairobi to look elsewhere to avoid disappointment.
Stayed 1 night in Feb 2020
Response from Axel on 13 Feb 2020
Dear Mr. Cook, Thank you for sharing your feedback and concerns We sincerely apologize for the disappointing experience during your stay with us. We have checked your booking again and would like to explain that once you log into the internet, it inquires if you would like to “continue online” or to “upgrade to the premium option”. One is logged into the internet only after making a choice. The “upgrade” option may have been selected in error. The charge of Kshs. 2,800/- (US$ 28) is our standard fee for 24hr use. We apologize that we failed to meet your expectations and would appreciate another opportunity to restore your faith in us. Sincerely, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

James

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
eat place
The Fairmont the Norfolk is an amazing wonderful old historic hotel. Wonderful place to stay in the heart of Nairobi. Amazing accommodations and helpful friendly service. A gem. Great food too. Looking forward to more nights here.
Stayed 1 night in Feb 2020
Response from Axel on 10 Feb 2020
Dear James, Thank you for giving us the opportunity to host you here at Fairmont The Norfolk and for taking the time to share feedback of your experience with us. We are delighted that you appreciated our history, location, facilities, helpful & friendly service and our delicious food. It is always a pleasure to hear of such occasions where we have met the expectations of our guest. It was a pleasure to host you and we look forward to welcoming your back in the not so distant future. Sincerely, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Verified traveller

Travelled with partner
Liked: Cleanliness, staff & service, amenities
Wonderful place, very atmospheric. Noisy room at night.
Stayed 5 nights in Oct 2019
Response from Axel on 20 Nov 2019
Dear Sir / Madam, Thank you for sharing feedback from your stay with us. The team and I are delighted to read that you found us a wonderful place and appreciated the ambience. We have also taken note your concern and would appreciate if you could let us know which room you stayed in so we can take remedial steps. Looking forward to welcoming you back soon. Sincerely, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Rae, Windsor, On

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Beautiful property in the city center with gardens and wonderful staff!
Stayed 1 night in Sep 2019
Response from Axel on 2 Oct 2019
Dear Mr. Rae, Many thanks for taking time to post your review. We always welcome feedback from our guests; more so when it is complimentary. It is a pleasure to note that you were pleased with your overall experience; especially our gardens and wonderful team. We look forward to having another opportunity to host you Sincerely, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Wendy, Seattle WA

Travelled with family, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Incredibly friendly and helpful staff. Great food.
Stayed 1 night in Sep 2019
Response from Axel on 9 Sept 2019
Dear Wendy, Thank you for taking the time to post feedback from your stay with us. It is always a pleasure to receive positive feedback and we are delighted to note that we met your expectations. We look forward to another opportunity to host you. Sincerely, Axel Hauser, General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Friendly and efficient staff. My home when I’m in Kenya.
Stayed 6 nights in Aug 2019
Response from Axel on 28 Aug 2019
Dear Sir/Madam, Thank you for taking the time to post feedback from your stay with us. It is always a pleasure to receive positive feedback and we are delighted to note that we met your expectations and that you appreciated our friendly & efficient team and consider us your home when you are in Kenya. We look forward to another opportunity to host you. Sincerely, Axel Hauser, General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Beautiful gardens, small rooms
The gardens and grounds were beautiful and well maintained. Lots of areas to spend time and relax. Service was great. Only issues were small rooms and bad views to the street in all standard rooms.
Stayed 2 nights in Jun 2019
Response from Axel on 17 June 2019
Dear Sir/Madam, Thank you for taking the time to review your recent stay with us. We are delighted to read that you had a relaxing and enjoyable stay with us and appreciated our beautiful gardens and great service. It is truly rewarding to get this confirmation that we are meeting our goals through your comments. We have also taken note of your concerns and will be sure to show you alternative rooms during your next stay with us. It was a pleasure to host you and we look forward to your return. Sincerely, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great stay
Loved the gardens and the grounds. The main restaurant was great and we enjoyed the breakfast. Charming bar. Everything was simple and straightforward. Only complaints are Tatu wasn’t great and room was very small.
Stayed 1 night in Jun 2019
Response from Axel on 17 June 2019
Dear Sir/Madam, Thank you for taking the time to review your stay at our property. We are pleased to read that you had a great stay with us and enjoyed the gardens, the ambience in the outlets and the service. Please however accept our most sincere apology for the lapses you have mentioned. Remedial steps are being taken to avoid such situations in future. We look forward to another opportunity for us to restore your faith in us. Sincerely, Axel Hauser General Manager Fairmont The Norfolk & Fairmont Mara Safari Club

8/10 Good

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We thoroughly enjoyed our stay. The grounds and service was very good.
Stayed 3 nights in May 2019
Response from Axel on 22 May 2019
Dear Sir/Madam, Thank you for giving us the opportunity to host you here at Fairmont The Norfolk and for taking the time to share feedback of your experience with us. We are delighted to note that you enjoyed your stay and appreciated our beautiful gardens and service from the team. We look forward to hosting you again in the near future. Sincerely, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

8/10 Good

Lynn

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Hmmmm
It’s generally good - no wow factor that I was looking for
Stayed 1 night in May 2019
Response from Axel on 17 June 2019
Dear Lynn, Many thanks for your review. The team and I are delighted to read that you had an overall good experience with us. We have taken note of your comments and look forward to another opportunity to host you. In the meantime, if you could let us know what we can do to improve your experience with us next time you stay with us; we would be most grateful. We do look forward to an early opportunity to welcome you back. Sincerely, Axel Hauser General Manager Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Apr 2019
Response from Axel on 26 Apr 2019
Dear Sir / Madam, Thank you for giving us the opportunity to host you here at Fairmont The Norfolk and for taking the time to share feedback of your experience with us. We are delighted to note that we met your expectations. We look forward to your return. Sincerely, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

6/10 Okay

Verified traveller

Travelled with partner
Liked: Cleanliness
Was very expensive for drinks and food. Service was a bit slow. Pool was great. Thoroughly enjoyed experience of staying at the famous Norfolk hotel
Stayed 3 nights in Mar 2019
Response from Axel on 2 Apr 2019
Dear Sir/Madam, Thank you for choosing to stay at Fairmont The Norfolk. We are delighted to read that that you enjoyed the experience of staying at "the famous" Norfolk Hotel; especially the pool and we look forward to the pleasure of hosting you again. Please accept our sincere apology for the shortfall experienced. Rest assured that we shall look into this issue. Sincerely, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Mar 2019
Response from Axel on 2 Apr 2019
Dear Sir/Madam, Thank you for sharing your feedback on Fairmont The Norfolk. The team and I are delighted to note that you enjoyed your stay with us and that we met your expectations. We look forward to another opportunity to host you. Sincerely, Axel Hauser General Manager Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Clark

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Best few hours in Nairobi's best hotel
At reception the sensitivity of the check in desk to our situation, short turn-around time. They suggested tea in the room, early morning and a double wake-up call. Everything worked seamlessly. A total professional operation that is still human and customer orientated. Rooms are English plugs but some have adaptors. Staff attentive, professional and you do not see them until you need them. The physical property is charming and has top security.
Stayed 1 night in Mar 2019
Response from Axel on 11 Mar 2019
Dear Clark, Thank you for taking the time to review your recent stay with us. We are delighted to note that your hotel experience was to your satisfaction and to note that you appreciated the facilities and the service from the team that was profession, personalized and attentive. The team will be delighted to note your comments. There is nothing more rewarding than a confirmation that we are meeting our goals through comments such as yours. It was a pleasure to host you and we look forward to your return. Sincerely, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Verified traveller

Stayed 4 nights in Feb 2019
Response from Axel on 1 Apr 2019
Dear Sir/Madam, Many thanks for posting your feedback on Fairmont The Norfolk. The team and I are delighted to note that you enjoyed your stay with us and that we met your expectations. We look forward to another opportunity to host you. Sincerely, Axel Hauser General Manager Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities
Stayed 4 nights in Feb 2019
Response from Axel on 1 Apr 2019
Dear Sir/Madam, Many thanks for posting your feedback on Fairmont The Norfolk. The team and I are delighted to note that you enjoyed your stay with us and that we met your expectations. We look forward to another opportunity to host you. Sincerely, Axel Hauser General Manager Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, room comfort
Very nice hotel with very good staff. Food was delicious also. Didn’t venture outside much as Nairobi doesn’t seem like the safest place but hotel makes up for that!
Stayed 1 night in Jan 2019
Response from Axel on 11 Jan 2019
Dear Sir/Madam, Thank you for your review on Fairmont The Norfolk. We are delighted to note that your hotel experience was to your satisfaction; especially the delicious food and the service from the team. The team will be delighted to note your comments. It is always a pleasure to note that our team have provide a wonderful service. We do look forward to welcoming you to the hotel once again in the near future. Sincerely, Axel Hauser General Manager Fairmont The Norfolk & Fairmont Mara Safari Club

6/10 Okay

Verified traveller

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 7 nights in Nov 2018
Response from Axel on 11 Dec 2018
Dear Sir/Madam, Thank you for taking the time to rate your stay with us. We are delighted to know that your overall stay meet your expectations. We look forward to hosting you again in the near future. Sincerely, Axel Hauser, General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, room comfort
A charming property with oodles of culture. Beautifully maintained jewel, a prized possession of Kenyan history. Some of the finishing of the interiors leaves a bit to be desired, else fantastic.
Stayed 1 night in Dec 2018
Response from Axel on 11 Dec 2018
Dear Sir/Madam, Many thanks for sharing feedback from your stay with us at Fairmont The Norfolk. The team and I are delighted to read that your overall stay was fantastic and that you appreciated the charm, culture and history of the Hotel. The team will be truly motivated by your comments. We have taken note of your comment and will look into this. We look forward to another opportunity to host you in the near future. Sincerely, Axel Hauser General Manager Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Nancy

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Fairmont The Norfolk is beautiful hotel with impeccable service.
Stayed 7 nights in Nov 2018
Response from Axel on 30 Nov 2018
Dear Nancy, Thank you for taking the time to review your recent stay with us. We are delighted to note that your hotel experience was to your satisfaction and that you appreciate the Norfolk as being beautiful. We are also pleased to read that you enjoyed impeccable service from the team. There is nothing more rewarding than a confirmation that we are meeting our goals through comments such as yours. It was a pleasure to host you and we look forward to your return. Sincerely, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Sverker

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2018
Response from Axel on 6 Nov 2018
Dear Sverker, Thank you for taking the time to rate your stay with us. We are delighted to know that your experience met your expectations and we look forward to hosting you again in the near future. Sincerely Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Lovely hotel complex. Nice casual restaurant. When I had to walk to a meeting nearby a staff member was assigned to escort me to ensure my well being.
Stayed 2 nights in Oct 2018
Response from Axel on 30 Oct 2018
Dear Sir/Madam, Thank you for choosing to stay at Fairmont The Norfolk and for sharing your feedback. The team and I are delighted to read that you enjoyed your experience with us; especially the lovely Hotel complex and the nice restaurant. We are also delighted to read that the team was of assistance. It is always a pleasure to hear of such occasions where the team meets the needs of our clients. It was a pleasure to host you and we look forward to your return. Sincerely, Axel Hauser General Manager Fairmont The Norfolk & Fairmont Mara Safari Club

8/10 Good

Verified traveller

Stayed 3 nights in Oct 2018
Response from Axel on 25 Oct 2018
Dear Sir/Madam, Thank you for taking the time to review your visit to Fairmont The Norfolk. My team and I appreciate your feedback as this confirms that you were pleased with your experience. We do look forward to welcoming you to the hotel once again in the near future. Sincerely, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 5 nights in Aug 2018
Response from Axel on 13 Aug 2018
Dear Sir/Madam, Thank you for taking the time to review your visit to Fairmont The Norfolk My team and I appreciate your 100% rating as this confirms that you were pleased with your experience. We do look forward to welcoming you to the hotel once again in the near future. Sincerely, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Loved it
Historic and beautiful hotel. Friendly and helpful staff. We loved it. Take cabs or Uber - don’t walk in this neighborhood
Stayed 5 nights in Jul 2018
Response from Axel on 13 Aug 2018
Dear Sir/Madam, Thank you for choosing to stay at Fairmont The Norfolk. My team and I appreciate your feedback and it is a pleasure to note that you were pleased with your overall experience and service in general; especially the history and beauty of the Hotel and the friendly, helpful team. We do hope that we will have the opportunity to host you at the hotel once again in the near future and look forward to it. Sincerely, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities
The Norfolk has a traditional feel but with completely up-to-date room interiors and facilities with an excellent gym and luxurious heated outdoor pool. All staff were very helpful and welcoming.
Stayed 1 night in May 2018
Response from Axel on 9 July 2018
Dear Sir/Madam, Thank you for taking the time to review your recent stay with us. We are delighted to note that your hotel experience was to your satisfaction and to note that you enjoyed Norfolk’s traditional feel with modern interiors and facillites. The team will be delighted to note your comments that they were helpful and welcoming. There is nothing more rewarding than a confirmation that we are meeting our goals through comments such as yours. It was a pleasure to host you and we look forward to your return. Best regards, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Quiet, elegant comfort and smooth service.
Stayed 4 nights in May 2018
Response from Axel on 30 May 2018
Dear Sir / Madam, Thank you for taking the time to write a review on Fairmont The Norfolk. My team and I appreciate your feedback and we are delighted to read that you were pleased with the quietness, elegance, comfort and smooth service during your stay with us. We do look forward to welcoming you to the hotel once again in the near future. Best regards, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Ray

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
A great place to layover post-safari
Great hotel and staff. Great security as well. I stayed here after a safari in Tanzania and it was a good way to regenerate post safari
Stayed 1 night in May 2018
Response from Axel on 28 May 2018
Dear Ray, Thank you for choosing to stay at Fairmont The Norfolk after your safari. You kind words area a welcome note for our teams who will be immensely proud and encouraged to hear your sentiments. We look forward to welcoming you back. Best regards, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
A charming and tranquil spot with excellent service.
Stayed 5 nights in Apr 2018
Response from Axel on 10 May 2018
Dear Sir/Madam, Many thanks for your review on Fairmont The Norfolk We are pleased to read that you appreciate the charm and tranquility of the Hotel and the excellent service. We do look forward to an early opportunity to welcome you back when in Nairobi for your next visit Yours sincerely, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
great secure and absolutely beautiful hotel
Two glorious days! Staff was fabulous - arranged for us to spend the day at the local National park.
Stayed 2 nights in Mar 2018
Response from Axel on 10 May 2018
Dear Sir / Madam Many thanks for posting a review on your two-day stay at Fairmont The Norfolk. We always welcome feedback from our guests and more so when it is so complimentary. Our team will be immensely proud to hear your comments. We look forward to welcoming you back in the not so distant future. Yours sincerely, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Saud, Riyadh

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
A gem in Nairobi
Really great staff and service culture. The TATU restaurant offer many choices of steak cuts,lamb and fish grills and above all a welcoming smiles and staff attitude.Thanks TATU staff and chef and to the front office and concierge staff for assisting us in safari arrangement.
Stayed 2 nights in Mar 2018
Response from Antoine on 16 Mar 2018
Dear Saud, Thank you for taking the time to share your feedback from your recent stay and more so on your patronage of Tatu Restaurant. Your comments regarding the many choices, welcoming smiles and staff attitude are very much valued.. As you know firsthand recommendations do go a long way in assuring our future visitors on the hotels services and facilities. We look forward to seeing you on your next trip to Nairobi! Best regards, Antoine Lhuguenot General Manager Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Xin

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Get in Nairobi
Wonderful stay here. Staffs are friendly and food from the restaurant are very delicious with reasonable price!
Stayed 1 night in Mar 2018
Response from Antoine on 16 Mar 2018
Dear Xin, Thank you for taking the time to write a review on Fairmont The Norfolk. My team and I appreciate your feedback and we are pleased to read that you enjoyed your visit; especially the friendly staff and our restaurants We do look forward to welcoming you to the hotel once again in the near future. Best regards, Antoine Lhuguenot General Manager Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great hotel, central, safe and enjoyable. Recommendable
Stayed 5 nights in Feb 2018
Response from Antoine on 27 Feb 2018
Dear Sir/Madam, Thank you for choosing to stay at Fairmont The Norfolk and for taking time to share your experience following your stay. We are delighted to note that your hotel experience was enjoyable. The team and I aim to meet our guests' expectations and there is nothing more rewarding than a confirmation that we are meeting this goal through comments such as yours. It was a pleasure to host you and we look forward to your return in the not too distant future. Thank you for your willingness to recommend us to your friends, family and future travellers.. Best regards, Antoine Lhuguenot General Manager Fairmont The Norfolk & Fairmont Mara Safari Club

8/10 Good

Verified traveller

Liked: Staff & service, room comfort
Fairmont the Norfolk, Nairobi
The hotel is situated in the University district of Nairobi not far from the museum. The hotel is lovely, with a very good restaurant and a bar that also serves food. There is a welcome heated pool. There are lots of repairs being done in various parts of the hotel. Lighting along the paths to the wings was very limited and a potential hazard given the slippery surfaces of the walkways and construction materials along the way. Our room in a further wing was quite dated, though very spacious. There were noise problems somewhere in the system that were quite annoying and forced our friends to relocate to another wing. The hotel mentioned that they were going to shut down that wing due to persistent issues with this. We did not experience that noise until the final night but it was significant.
Stayed 1 night in Nov 2017
Response from Peter on 19 Dec 2017
Dear Sir/Madam Thank you for choosing to stay at Fairmont The Norfolk. We appreciate your feedback and your kind words on our heated pool, the location of the hotel, our good dining options and delicious food. Please however accept our most sincere apologies for all the above-mentioned shortfalls experienced. This is not in keeping with the standards we are renowned for and this isolated experience does not exemplify what we can deliver. We would welcome an opportunity for us to restore your faith in us and experience the level of service we are accustomed to. Best regards, Peter Njenga Front Office Manager Fairmont The Norfolk

4/10 Poor

Serge from Canada, waterloo Ontario canada

Liked: Cleanliness, property conditions & facilities, room comfort
Internet was slow
The hotel is very historic but the Internet was slow at 100 kb per second, no free breakfast and you have to pay to print your boarding pass. All in all there are better business friendly hotels in Nairobi at a much more reasonable fair.
Stayed 4 nights in Oct 2017
Dear Serge, Thank you for choosing to stay with us and posting a review. The team and I are delighted to read that you appreciated the rich history of the Hotel. Please accept our most sincere apologies for the challenge you had with slow internet. We do complimentary internet which has a standard bandwidth and should you need higher speeds and bandwidth, this is available as well with a small surcharge. Alternatively as a frequent Fairmont client, you could enroll on the President Club programme for complimentary internet across all of our properties. We apologize that your rate was not inclusive of breakfast and wish to clarify that this depends on the package you have booked. We shall ensure that this is clarified upon check-in; in future. Once again, thank you very much for your feedback and we do hope you allow us an early opportunity to restore your faith in our product. Best regards, Moshi Perera General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Richard

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great choice in Nairobi
Great place to stay in Nairobi with a very good blend of historical interest and modern comfort. We've stayed here several times and very much like it.
Stayed 1 night in Aug 2017
Dear Richard, Thank you for returning to stay with us and taking the time to share your feedback from your stay. Your comments regarding our history and comfort are very much valued. As you know firsthand recommendations do go a long way in assuring our future visitors on the hotels services and facilities. We look forward to seeing you on your next trip to Nairobi! Best regards, Moshi Perera General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

2/10 Terrible

gary, sarasota fla

Liked: Cleanliness
Disliked: Staff & service, room comfort
Nice grounds. Otherwise terrible
Bad food poor service small room needs updated but was clean
Stayed 1 night in Sep 2017
Response from Moshi on 7 Oct 2017
Dear Gary, Thank you for taking the time to review your stay at our property and for sharing your concerns. We take all our guests’ feedbacks very seriously. We are disappointed to learn that you received poor service, and the quality of the room was not your expectation. We assure you that this is not our standard and would appreciate if you could provide us with more details in regard to the room and the outlet you dined at so we can check the food and the service. We have different categories of rooms and we invite you to have a look to see which you would prefer as they have different aspects and sizes with the history of the building making each room unique in its own way. We would welcome an opportunity for us to restore your faith in us and experience the level of service we are accustomed to as seen from the many reviews we have had. Best regards, Moshi Perera General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

10/10 Excellent

Harcharan, Manchester, UK

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice central location.
Wonderful experience. We spent a few days in Nairobi and chose this hotel as it was in the heart of Nairobi. We felt it would be easier to get to other places. The hospitality was great and everyone went an extra mile to make the stay memorable. The rooms were clean and comfortable. I would have preferred more choice of Indian food being a vegetarian but overall the food was great. Room service was quick and satisfactory. The taxi service attached to the hotel was again very good. We used the same driver for most of our stay and he also took us outside Nairobi as a trust had been established. His knowledge of the area and experience were very helpful. This made a difference. Overall a wonderful location, peaceful and very hospitable staff.
Stayed 5 nights in Jul 2017
Response from Moshi on 24 July 2017
Dear Harcharan, Thank you very much staying with us and for taking the time to give us your feedback. We do appreciate your positive comments regarding your stay with us and are especially glad to hear that you enjoyed the ambience, comfort, cleanliness, location and hospitality of the staff. Our menus try to offer a balanced international offering and we do provide that in our menus. However we would be happy to offer you some bespoke vegetarian food on request which our chefs would be happy to assist you with on a future stay. We hope you will stay with us again in the not so distant future. Best regards, Moshi Perera General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club