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Fairmont The Norfolk
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Reviews (1,146)
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All reviewstatu restaurantlord delamere terracecin cin barcolonial eraold world charman oasisheated poolgift shopbeautiful hotelmasai marabreakfast buffet isbusy cityeast africasafari tripstandard roombusiness tripdowntown nairobi
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Reviewed 23 February 2014

Stayed overnight on my way to Amboseli National Park. The staff was outstanding and helpful in adjusting to the fact that the Travel Company had not made a reservation. Room was nice, clean and quiet--very relaxing. The bar area and the service outstanding; great place to relax after spending several days in the bush in Botswana. Security was good, and I felt fairly safe. Breakfast was one of the best on a 5-week, 6-country trip in southern Africa. I would have liked to experienced more of the ambiance, decor and furnishing of the original hotel, it opened in 1904, but was informed that the hotel burned twice. Updates from the original all in good taste and a very pleasant stay. I did use the business center to catch up on email since I had been off the "grid" for several days. Rhino Safaris was supposed to have made a reservation at this hotel, and they dropped the ball. Situation resolved after about 45 minutes to an hour after they called Italy, their home office--odd. They also did not meet me at the airport; not a good place to be without transport to the hotel.

  • Stayed: December 2013, travelled solo
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1  Thank Dionges1
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 reviewResponded 27 February 2014

Dear Diogenese1,

Thank you very much for your positive feedback.

We’re glad you enjoyed your stay with us and are definitely looking forward to hosting you at Fairmont The Norfolk and making your stay exceptional, once again.

Best regards,

Richard

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 February 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, travelled with friends
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2  Thank john w
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 reviewResponded 27 February 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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Reviewed 20 February 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, travelled as a couple
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1  Thank Serah M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 5 February 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, travelled on business
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1  Thank AnneandJonny
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 reviewResponded 7 February 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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Reviewed 4 February 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
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1  Thank blink79
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 reviewResponded 7 February 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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