Hotel - Fairmont The Norfolk
Fairmont Hotel Fairmont Hotel

Fairmont The Norfolk

4.4/5 825 reviews
See on a map
  • The hotel has wifi WIFI/Internet Access
  • The hotel serves breakfast Breakfast
  • The hotel has a bar Bar
  • The hotel has a parking Parking
  • The hotel has a restaurant Restaurant
  • The hotel has air conditioning in rooms Air Conditioning
See rates
Best price guarantee How it works?
From
From 180.00 USD Non member rate
From 162.00 USD Member's rate Members’ Rate, join while you book
10.00P
Up to {{amount}}% extra off
Members’ Rate, join while you book
See rates

Services in the hotel and nearby

Check-in from 12h00
Check out up to 10h00

Services and practical information

Paying
  • WIFI/Internet Access
    • WiFi at the hotel
    • WiFi in your room
  • Parking
    • Private outdoor parking
    • Valet parking
    • Well-lit parking
  • Accessible bathroom
  • Air conditioned
    • Air conditioning
    • Automatic air control
    • Air Conditioning

Leisure and activities

  • Swimming pool
    • Outdoor heated pool
    • Outdoor unheated pool
  • Fitness centre
  • Well-being
    • Massage (Paying)
    • Sauna (Paying)

Catering

  • 3 restaurant(s)
  • 2 bar(s)

Business services

  • 10 meeting room(s)
  • Congresses/conventions
    • Congress center
    • Conventions hotel
See all services

Hotel location

Our rooms

All guest rooms are luxuriously furnished- have plush carpeting and deep velour soft furnishings. The guest rooms all have bedside lamps- dressing tables- and built-in wardrobes- besides luggage racks.Every room has a telephone and telephone directory- direct dialling facilities- a television linked to satellite dish- electrical mosquito repellent and air conditioning. Back-up generators in the hotel allow for 24-hour electricity

  • 170 rooms
    • Air conditioning
    • Emergency exit map
    • Automatic air control
    • Safe deposit box in room
    • Bathroom doors 32 inches wide
    • Telephone
    • Opening windows
    • WiFi in your room
    • Minibar
    • Shower
    • Sprinkler in room
    • Audible smoke alarms in rooms
    • Deadbolts and/or locks in rooms
    • Security peephole
    • Emergency info in rooms
Our rooms fittings

Our restaurants and bars

See all our restaurants
See all our bars
See all our restaurants and bars

Your meetings and events

d
4.4/5 AccorHotels Rating 825 reviews

Our guest reviews for Fairmont The Norfolk

100% genuine reviews from our guests

Find out more
Anonymous Families - 10/07/2018 AccorHotels certified review
« Great room and staff »

Enjoyed the stay. Room was great as was the staff, in particular in the communication prior to the stay.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr. B., Thank you for choosing Fairmont The Norfolk and for taking the time to share your feedback from your recent stay with us Your commentaries regarding your room, the communication prior to your stay are very much valued. Our colleagues aim to provide a truly unique experience and we are delighted that we were able to meet your expectations. Thank you again, and we look forward to seeing you on your next trip to Nairobi! Sincerely, Axel Hauser, General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

Thando Business - 10/07/2018 AccorHotels certified review
« Lovely »

Great food and services. Was not entirely impressed with the currency exchange process, but overall I enjoyed my stay.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Ms. K., Thank you for taking the time to post a comment on your recent stay at Fairmont The Norfolk. We welcome your feedback and we are delighted to read that you enjoyed your stay with us. We have taken note of your concern and would like you to know that we shall look into this in detail in order to improve the process. Sincerely Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

Tim H. Business - 05/07/2018 AccorHotels certified review
« A lovely and satisfying experience »

All staff bar none were polite and courteous and could'nt do enough for us. Particualr mention to Margaret at the bar with Stephen and alsoRoo and Brian in Tatu restaurant

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr. H. Thank you very much for taking the time to write a review on your Fairmont The Norfolk experience. We are pleased that you were happy with the service. We will share your feedback with the mentioned colleagues who will be delighted to note your comments. We look forward to welcoming you back. Sincerely, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

Gary Families - 05/07/2018 AccorHotels certified review
« Over the top »

Just wonderful

Mohamed A. Business - 04/07/2018 AccorHotels certified review
« Not pleasant »

1. A lot of mosquitos everywhere in the hotel. 2. Room service and food variety and quality was not good. 3. Complementary bottle of water is very very small. 4. I spent on room service and I didn’t get points in my loyalty card. 4. There is a lot of entertainments inside the hotel.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr. S., Thank you for taking the time to tell us about your experience at the Fairmont The Norfolk. I am sorry that your experience did not meet your expectations. Please allow me to express my sincerest apologies. At Fairmont, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we have taken the appropriate measures for all the concerns you raised. We appreciate you sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. To this end please contact my office (ev…) so that we can attend to this in person. Sincerely, Axel Hauser, General Manager, Fairmont The Norfolk& Fairmont Mara Safari Club

Anonymous Friends - 04/07/2018 AccorHotels certified review
« Fabbb »

It was great

Our hotel has responded to the review
Our hotel has responded to the review

Dear Ms. B., Many thanks for taking time to post your review. The team and I are delighted to read that you enjoyed your experience with us. It is always a pleasure to note that our team have provide a wonderful service. We look forward to hosting you again soon. Best regards, Axel Hauser, General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

Prof J. E. Solo - 04/07/2018 AccorHotels certified review
« Prof JC E. »

Very good stay only challenge for third time in a row I had challenges, despite confirmation by my travel consultant that all other expenses are guaranteed, I was informed that only bed and breakfast are paid for. Seems a communication challenge between your reservations and reception during check-in. Only to be informed during check-out that it was sorted. This will unfortunately lead now that I will have to investigate other accomodation options. Otherwise very good professional service and stay.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr. E., Thank you for taking the time to review your recent stay in our property. We are delighted that you appreciate our professionalism and the good service. We are however sorry to read about your disappointing experience. Please accept our apologies for the shortfall experienced which is well below our standards. Rest assured that the necessary action has been taken to ensure better communication among us. Once again, thank you for your feedback and we do hope you allow us an early opportunity to restore your faith in our product. To this end please contact my office (ev…) so that we can attend to this in person. Best regards, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

Anonymous Business - 03/07/2018 AccorHotels certified review
« Mrs. M.E. Claassens »

Fantastic

Our hotel has responded to the review
Our hotel has responded to the review

Dear Ms. M., Thank you very much for choosing to stay Fairmont The Norfolk and for taking the time to post the feedback of your wonderful experience with us. It's always rewarding to receive such positive feedback! We look forward to welcoming you back in the not so distant future. Best regards, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

Terry Business - 02/07/2018 AccorHotels certified review
« Truly 5-star experience »

Everything was great, except for the initial check-in experience. It was 7am in the morning, and they assigned me to a room that was apparently still occupied. It was awkward, but they quickly found me another room, and everything else worked out nicely afterwards. The restaurants in this hotel have really great food.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr. A., Thank you for choosing to stay at Fairmont The Norfolk and for taking the time to share your feedback. We always welcome feedback from our guests; more so when it is complimentary. It is a pleasure to note that the lapse experienced was rectified and you were pleased with your overall experience and service. 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. Best regards, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

Josephat M. Business - 02/07/2018 AccorHotels certified review
« Very very pleasant ! one of my best stays in a hotel. »

My stay was characteristically pleasant ! very good service, delicious meals and comforatble sleeps ! Very nice in deed.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr. M., Thank you for taking time to rate us. We are delighted to note that your hotel experience was made to be a memorable one at the Norfolk The team will be encouraged to note your comments as there is nothing more rewarding than a confirmation that we are meeting our goals through comments such as yours. It was a pleasure to have you staying with us and we do look forward to be of service to you again in the not too distant future. Best regards, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

Anonymous Families - 01/07/2018 AccorHotels certified review
« My favorite hotel in Nairobi »

I love the Norfolk Hotel. I have stayed there four times while in Nairobi and it is my favorite hotel. Nairobi is a chaotic and dirty city but when I come into the Norfolk I feel a sense of calm. The staff are familiar and remember me and the scent is of lemons. I hear birds chirping in the trees among the gardens. I love swimming in the pool. My only criticism is that the front desk people are not empowered to make decisions. I booked three nights in mid June and my confirmation stated that my rate included breakfast. The front desk person said she would have to contact the Fairmont online people to verify. BUT I HAD THE CONFIRMATION IN WRITING THAT BREAKFAST WAS INCLUDED! The next day I was charged for breakfast. Again I went to the front desk to find out why and they said it would be taken care of. On the second morning I asked the front desk if my breakfast was included and was told yes, but when I went to breakfast they said my name was not on the list. I brought the woman from the breakfast area to the front desk so they could tell her my breakfast was included. The woman was on the phone. Eventually it was taken care of. But why did I need to fight for having my breakfast when my printed form said it was included. This is not the service I expect from Fairmont. I love getting my animal on my sheets each night. However I love the hotel and will return.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Ms. R., Many thanks for posting a review on Fairmont The Norfolk The team and I are delighted to read that you appreciate the calmness of the Hotel and the amenity given at turndown. It is always a pleasure to note that our team have provide a wonderful service to enhance ambience of the delightful gardens you enjoyed during your stay. Please do however accept our most sincere apologies for the concern you raised. Thank you for bringing it to our attention. We assure you that we have re-trained our colleagues on this and we are certain that more attention to detail and proactiveness will be practiced. We look forward to your return. Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

Anonymous Business - 29/06/2018 AccorHotels certified review
« Disappointing room service experience and shower pressure and heat poor. »

Stayed in duplex room. Water pressure and water heat in shower was poor. Room service order took forever and I ended up rejecting it.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr. C., Thank you for choosing to stay at Fairmont The Norfolk and for taking time to share your concern as we believe this is the only real tool that allows us to constantly ameliorate our service and offerings. We are sorry to read about your disappointing experience. We assure you that this has now been rectified. We would welcome an opportunity for us to restore your faith in us and experience the level of service we are accustomed to. We look forward to welcoming you back. Best regards, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

John B. Friends - 28/06/2018 AccorHotels certified review
« Wonderful experience for room lodging »

Very nice room will accoutrements, beautiful serene garden, nice dinning choices, extensive lounge areas, and friendly bar.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr. B. Thank you for taking the time to rate us, following your recent stay with us. The team and I are delighted to read your feedback on the hotel’s facilities & service; and that we exceeded your expectations. We look forward to another opportunity to be of service to you, hopefully in the not too distant future. Best regards, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

Nate Business - 27/06/2018 AccorHotels certified review
« Poor service and aging facilities »

The A/C in the room was stuck on very cold and despite changing the temperature setting i was blasted with cold air for all 5 days. The water temp in the shower fluctuated from cold to extremely hot every time I took a shower and made showering an inconvenience. My two colleagues and I had dinner at Tatu one night. From the time we arrived until we finished was three hours. We told the server and night manager about the slow service and they only blamed the group sitting at the table next to us. They said their orders backed up the kitchen.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr. W., Thank you for taking the time to review your recent stay at our property. Please accept our sincere apology for lapses you experienced during your stay with us. It is disappointing to note and rest assured that we have reviewed all your concerns with the colleagues and leaders concerned and the necessary steps have been taken to ensure these do not occur again. We would value an opportunity to restore your faith in our property in your future visits to Nairobi. Best regards, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

Alik K. Business - 26/06/2018 AccorHotels certified review
« I really appreciate living in this Hotel »

1.Kind people for reception. 2.Good room service 3.Free Internet connexion available 4.Good assistance

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr. K. Kizimou, Thank you for taking time to post your feedback. We are delighted to note that your hotel experience from arrival to departure was to your satisfaction. The team and I aim to surpass our guests' expectations and nothing encourages us more than a confirmation that we are meeting this goal through comments such as yours. We look forward to hosting you in the not too distant future. Sincerely Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

Sandra Families - 25/06/2018 AccorHotels certified review
« Fairmont 'Light' Stay with more downs than ups »

While the hotel and grounds are beautiful, the experience lacked in many aspects, especially when it came to service and information. The room and view was nothing special, there was now President's Club greeting and the staff in the bar/restaurants seemed uncaring and very slow even for Africa. The tip of the iceberg was when a staff member presented our daughter with a small soapstone gift, which was broken already (as the lady mentioned right away). When our daughter asked for the missing trunk, assuming the lady who brought it to her had just dropped it, she didn't have the missing part. Why bother to do something like that. Concierge also gave wrong information for transfer times. Just not what you expect from Fairmont.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Ms. W., Thank you for taking the time to review your recent stay in our property. We are delighted to read that you found the Hotel and grounds beautiful. We sincerely appreciate you sharing your comments and concerns with us as this will assist us to improve our services. We are sorry that we failed to deliver our usual Fairmont experience by not paying attention to details. We assure you that this has been discussed in detail with the departments concerned and measures have been taken to ensure that this does not happen again. Should travel ever bring you back to this part of the world it would be my pleasure to handle your reservation personally (ev…) on your next stay in order to restore your faith and trust towards the Fairmont Norfolk. Sincerely, Axel Hauser, General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

Bw N. Couples - 20/06/2018 AccorHotels certified review
« Classic Hotel with Modern Covenience »

After more than 24 hours of travel time, the hotel was a welcome oasis. Top notch

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mr. n., Thank you for taking the time to give us feedback from your stay with us. We are delighted to read that you felt welcome at our classic, top notch hotel/oasis with modern convenience. We look forward to welcoming you back in the near future. Regards, Axel Hauser, General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

Elinor S. Couples - 19/06/2018 AccorHotels certified review
« Mrs Elinor S. »

Lovely experience, only issue was that it was far too short!

Our hotel has responded to the review
Our hotel has responded to the review

Dear Mrs. S. Thank you for choosing to stay at Fairmont The Norfolk. We also appreciate you taking the time to review your stay at our property and for sharing your feedback. We are delighted to read that your stay with us was a lovely experience. It was a pleasure to host you and we look forward to the next opportunity to be of service to you in the not too distant future; for a longer stay. Best regards, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

Jacqueline M. Business - 19/06/2018 AccorHotels certified review
« MRS »

the Norfolk was a good experience, the warm welcoming workers, the food, the bed all was very good

Our hotel has responded to the review
Our hotel has responded to the review

Dear Ms. M., Thank you for choosing to stay at Fairmont The Norfolk and for taking the time to share your feedback. We always welcome feedback from our guests and more so when its so complimentary. Our team will be immensely proud to hear your comments . We look forward to hosting you in the near future. Best regards, Axel Hauser General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

Kathleen Couples - 17/06/2018 AccorHotels certified review
« Wonderful old hotel in Nairobi, great service »

We spent 4 nights at the norfolk after some long flights from san francisco. It was a wonderful place to recover and see the sights of nairobi. All of the staff were wonderful! It was fun to sit in the bar and enjoy some gin and tonics, we loved the historic photos in the hotel. We had a signature suite and it was quiet and relaxing.

Our hotel has responded to the review
Our hotel has responded to the review

Dear Ms. M., Thank you for choosing to stay at Fairmont The Norfolk for four (4) nights and for taking the time to share feedback from your recent stay. Your commentary regarding the wonderful staff, the Cin Cin Bar, the historic photos in the hotel and your quiet and relaxing room are very much valued; Our colleagues aim to provide a truly unique experience, and we are delighted that we were able to exceed your expectations. Thank you again, and we look forward to seeing you on your next trip to Nairobi! Axel Hauser, General Manager, Fairmont The Norfolk & Fairmont Mara Safari Club

Our most recent 20 reviews
See more reviews

Web-users rating

Other web-users rate our hotel

Book this hotel
From
From 180.00 USD Non member rate
From 162.00 USD Member's rate Members’ Rate, join while you book
10.00P
Up to {{amount}}% extra off
Members’ Rate, join while you book
Best price guarantee How it works?
Not participating hotel As a {{fidelityCard}} member Free: become a member Le Club AccorHotels

When making a booking at this hotel:

  • I earn Status & Rewards points
  • I do not earn points
  • I can easily convert my HuaZhu Rewards points into Le Club AccorHotels points (and vice versa)
  • I can use my Rewards points
  • I cannot use my points
  • I benefit from {{fidelityCard}} advantages
  • I benefit from advantages
  • I do not benefit from advantages
  • I can take advantage of the Members' rate
  • I cannot take advantage of the Members' rate

Our other hotels nearby

See rates