Fairmont The Norfolk 5 stars

Customer review rating (ALL Rating) 4.6/5 799 reviews

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Fairmont The Norfolk - Image 1
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00200, PO Box 58581, 00200 NAIROBI, Kenya

Description

Hotel extras

  • Convenient location for both sightseeing and business, minutes from the city center

  • Convenient location for both sightseeing and business, minutes from the city center

  • Tranquil tropical garden setting with a heated outdoor pool and spa

  • Unique dining options from the iconic historical Terrace to a stylish organic steak house.

  • 10 well-appointed meeting spaces, including an elegant ballroom

Our accommodation(s)

Hotel location

Fairmont The Norfolk

00200, PO Box 58581
00200 NAIROBI
Kenya

GPS:-1.278337, 36.815827

Telephone
Fax +254 20 2216796

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service
Near the property
  • Car park

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.6/5  799 reviews

TripAdvisor Rating  4.3/5  1,689 reviews

Certificate of excellence 2025

Worst Experience at any Fairmont

TripAdvisor rating 1.0/5

Jain J TripAdvisor review

Dear Russell, ​I am writing to formally express my extreme dissatisfaction with my recent stay at Fairmont The Norfolk, which concluded on January 3rd. ​I arrived at property immediately following a six-night stay (December 25–31, 2025) at the Fairmont Mara Safari Club. My experience at the Mara was "unforgettable" and among the "best days of my life," defined by "impeccable service," "genuine smiles," and "absolute grace" from every staff member. Attaching the email i sent them the moment i left hotel for you to see the contrast. The staff there does not have NO word in their dictionary. Exemplary stuff... ​Unfortunately, the service at The Norfolk was a 1/10 by comparison. The stay was nothing short of pathetic due to the following: ​Verbal Harassment and Aggression: A Front Desk Executive had the audacity to call my room to argue with me in a raised voice simply because I inquired about the status of a delayed request. This confrontational behavior resulted in a distressing scene in the lobby and is a complete violation of Fairmont’s "effortless hospitality". Apparently being sarcastic is being abusive at Fairmont Norfolk. God help the staff and hotel. I confronted the person at lobby that's when she realised the messed with wrong person for wrong thing. Her words quote verbatim - '' It's just half an hour'' for sending a person to check why AC was not working in the room. 4-5 hours to resolve a basic ac issue. Dull and Unresponsive Staff: Unlike the Mara team, who possessed "contagious enthusiasm" and "cheerful energy," your staff was dull and lacked basic engagement. Gross Service Inefficiency: Basic requests, such as a tablespoon, took 20 to 30 minutes to fulfill. At the Mara Safari Club, the team "always managed to provide whatever food we were craving at any time" with total efficiency. ​Infrastructure Failures: The Wi-Fi was non-functional throughout my stay. Despite complaining approximately 20 times, the issue was never resolved. The AC complaint was lodged to check at around 11.30 only to be fixed around 2-3 pm. ​At the Mara, I felt "at home" due to the team's "warmth and efficiency". At The Norfolk, I felt harassed and ignored. Furthermore, I must highlight the complete lack of knowledge and professionalism regarding the hotel’s own policies. My booking through Hera explicitly included a $100 daily Hotel Credit. However, the staff’s handling of this benefit was both confusing and patronizing. ​Lack of Transparency: At check-in, there was no clear briefing on where the credit could be applied. Instead of a seamless experience, I was forced to repeatedly ask whether it covered food, beverages, or spa services. Inconsistent Policies: The staff’s responses were contradictory. Initially, they claimed it was strictly an F&B credit excluding the alcoholic drinks. When I corrected them—noting it was a 'Hotel Credit'—they eventually conceded, but acted as though they were 'doing me a favor' rather than honoring a confirmed booking benefit. Arbitrary Restrictions: Most egregiously, I was initially told it could not be used at the Spa, despite 'Hotel Credits' typically covering all on-property outlets. This is a clear violation of the terms provided via my booking agent. I eventually decided not to spoil my vacation anymore and not use the credit for spa. ​Being treated with such 'notorious' and dismissive behavior is unacceptable. A guest should never have to argue with staff to receive the benefits they have already paid for. ​Given that this stay was a total failure of brand standards and caused significant distress, I am requesting compensation for my stay. I had intended to "gladly recommend" Fairmont properties to friends and family based on my time in the Mara, but this experience has severely damaged my trust in the brand. We as a tourist visit not to gain bad experiences. This one experience has compelled us not to advise our friends (at least 10 of them) who were/have booked Fairmonts in kenya. Because of 1 hotel all 3 have to suffer beyond repair. Further will inform in the group of our travel agents (FORA Advisors) as well who bring most of the traffic to Fairmonts in Kenya. ​I look forward to your prompt response regarding this issue. ​Regards

Dear Nomad, Thank you for taking the time to share your detailed feedback regarding your recent stay at Fairmont The Norfolk. We are truly sorry to hear about your disappointing experience at Fairmont The Norfolk, especially following your enjoyable time at Fairmont Mara Safari Club. We sincerely apologize for the distressing interactions you encountered with our staff, which are not reflective of our commitment to effortless hospitality. It is concerning to hear about the delays with your requests and the issues with the air conditioning and Wi-Fi. Please know that your feedback regarding service inefficiency and staff engagement has been noted, and I appreciate your candid observations. Regarding the daily Hotel Credit, we apologize for the confusion and lack of clarity during your stay. It is our intention to provide a seamless experience, and we regret that this was not the case for you. We will ensure that the team communicates clearly on how the credits should be utilized and we will ensure that this feedback is addressed. We value your input and take your concerns seriously. Thank you for your understanding, and we hope for the opportunity to restore your faith in our brand. We look forward to welcoming you back for a more memorable experience. Kind Regards, Mr. Russel Storey Cluster General Manager & Fairmont The Norfolk Team

Customer review rating 2.5/5

Jason K. Couples - Confirmed reviews ALL

First room very noisy. Second room had bed bugs although staff said they were mosquitoe bites. Clearly not

Dear Mr. K., Thank you for your feedback regarding your recent experience at our hotel. We are pleased to hear that you found our staff friendly. However, we sincerely apologize for the issues you encountered with the noise and the condition of your room. Your concerns are important to us, and we will take them into consideration and make the necessary follow-ups to ensure it does not happen again and for future improvements. We look forward to welcoming you back for a more memorable experience. Kind Regards, Mr. Russel Storey Cluster General Manager & Fairmont The Norfolk Team

Customer review rating 4.5/5

Dinara G. Couples - Confirmed reviews ALL

A lovely historic hotel with an excellent bar and restaurant. The heated pool was a real highlight!

Dear Ms. G., Thank you for your wonderful review! We are thrilled to hear that you enjoyed our location, friendly staff, and the amenities, especially the heated pool. Your kind words about our bar and restaurant are greatly appreciated. We look forward to welcoming you back soon. Kind Regards, Mr. Russel Storey Cluster General Manager & Fairmont The Norfolk Team

Customer review rating 5.0/5

Maureen M. Couples - Confirmed reviews ALL

All staff were very helpful . Room was clean .

Dear Ms. M., Thank you for your kind review. We are pleased to hear that you had a good stay and appreciated the helpfulness of our staff as well as the cleanliness of your room. Your feedback is truly valued, and we look forward to welcoming you back soon. Kind Regards, Mr. Russel Storey Cluster General Manager & Fairmont The Norfolk Team

Customer review rating 5.0/5

Sheila W. Families - Confirmed reviews ALL

8 of us family members returned to Kenya 50 years after leaving. We chose the Norfolk as it was a favourite when we lived here

Dear Ms. W., Thank you for your wonderful feedback regarding your recent stay with us. It is truly heartwarming to hear that you and your family chose Fairmont The Norfolk to celebrate such a significant milestone. We hope to welcome you back again in the future. Kind Regards, Mr. Russel Storey Cluster General Manager & Fairmont The Norfolk Team

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Other web-users rate our hotel

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