Fairmont The Norfolk 5성

고객 평점 (ALL 평가) 4.6/5 798 리뷰

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Fairmont The Norfolk - Image 1
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Fairmont The Norfolk - Image 4
00200, PO Box 58581, 00200 NAIROBI, 케냐

호텔설명

호텔 추가 정보

  • 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

숙박

호텔 위치

Fairmont The Norfolk

00200, PO Box 58581
00200 NAIROBI
케냐

GPS:-1.278337, 36.815827

전화
팩스 +254 20 2216796

호텔 접근 및 교통

호텔 서비스

체크인 시간 : 부터 - 체크아웃 시간 : 까지

호텔 인근
  • 수영장
  • 레스토랑
  • 휠체어 이용 가능
  • 피트니스 센터
  • Wi-Fi
  • 에어컨
  • 바
  • 회의실
  • 100% 금연 호텔
  • 룸 서비스
호텔 인근
  • 주차장

고객 리뷰

고객 리뷰

100% 인증된 실제 투숙객 리뷰

자세히 보기

ALL 평가  4.6/5  798 리뷰

TripAdvisor 평가  4.3/5  1,689 리뷰

2025으뜸 시설

Worst Experience at any Fairmont

트립어드바이저 평점 1.0/5

Jain J TripAdvisor 인증 리뷰

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

Fantastic city tour courtesy of the Fairmont Norfolk!

트립어드바이저 평점 5.0/5

ravdl TripAdvisor 인증 리뷰

We worked with Eston, the tour coordinator, to book a driver / guide for a city tour for a free day in Nairobi. Duncan, our driver and guide, was absolutely wonderful! He drove us around the central business district to start, highlighting key landmarks and historic buildings. Then, he helped us hunt down an ATM that would work for us. Next up was a visit to the top of the KICC Tower, one of the tallest buildings in Nairobi, for a marvelous view of the entire city. After that, we visited the Nairobi National Museum as well as the attached snake and reptile park - lots of interesting anthropological, cultural, and environmental info. We closed out the day with a delicious lunch and some souvenir shopping at a local mall. Throughout the day, Duncan entertained us with a very pleasant conversation and lots of facts about Nairobi and Kenya. His obvious enthusiasm for his city and country were contagious, and we got a very special first impression of Nairobi. Thanks to Duncan for facilitating such a great day!

Dear Ravdl, Thank you for taking the time to share your delightful experience during your recent stay with us. We are thrilled to hear that you enjoyed the city tour arranged by our team and that Duncan made a wonderful impression with his expertise and enthusiasm. It is always our aim to provide guests with memorable experiences, and it is gratifying to know that your day exploring Nairobi was filled with highlights and engaging conversations. We appreciate your kind words regarding our services and will be sure to pass on your compliments to Eston and Duncan. Thank you for choosing Fairmont The Norfolk, and we hope to welcome you back to Nairobi in the future for more wonderful adventures. Kind Regards, Mr. Russel Storey Cluster General Manager & Fairmont The Norfolk Team

Fabulous experience and great steak

트립어드바이저 평점 5.0/5

Mobile23987848456 TripAdvisor 인증 리뷰

Chef Davis the Toma Hawk steak out of this world. Just fabulous! Tevin his service too was amazing can’t put it in words! #Great experienced

Dear Mobile23987848448456, Thank you for your wonderful review! We are thrilled to hear that you had a fabulous experience, particularly enjoying the Tomahawk steak prepared by Chef Davis. It is delightful to know that Tevin's service made your visit even more memorable. Kind Regards, Mr. Russel Storey Cluster General Manager & Fairmont The Norfolk Team

Lovely oasis in the heart of Nairobi.

트립어드바이저 평점 4.0/5

Catherine S TripAdvisor 인증 리뷰

This hotel is steeped with history and is located in the heart of Nairobi. Built in the ‘30’s it boasts old world charm with current amenities. An excellent spot to lay one’s head while enroute or in town for a few days.

Dear Catherine S, Thank you for your wonderful review! We are thrilled to hear that you found Fairmont The Norfolk to be a lovely oasis and appreciated its historical charm combined with modern amenities. It is gratifying to know that our hotel served as an excellent spot for your stay. Kind Regards, Mr. Russel Storey Cluster General Manager & Fairmont The Norfolk Team

Great stay

트립어드바이저 평점 4.0/5

PermanentTourist75 TripAdvisor 인증 리뷰

I brought my friend for Festive High Tea and an overnight stay as part of her birthday celebrations. I’d only mentioned it in passing but the staff sang happy birthday when the high tea was brought out which was nice. I booked the high tea for 1pm and we were slightly late, being seated at around 1:15pm. The high tea actually arrived at our table at 2:40pm so we were waiting for 1hr and 25 mins for it to come which was not great. However, we weren’t in a rush and when it did arrive it exceeded my expectations. The presentation was superb and the food was absolutely delicious. We used the pool which is over looked by 1970’s architecture buildings. The pool itself was nice and warm and a decent size. We had a nice swim. We had a twin room and the beds were slightly larger than an average single but not quite a queen size. They were really comfortable and I had a great nights sleep. The shower leaked water from the door where the seal didn’t quite meet the wall and the floor towel was soaked when I got out, but inside the shower it was great! Nice hot water and decent pressure. Had a drink and a light meal (still full from high tea!) in the evening at Cin Cin bar and the service was amazing. The staff were great, service was fantastic and overall we had a great time. Little things didn’t stop us enjoying the ambiance, the setting, the food or the facilities. Bed was amazing and would stay here again.

Dear Permanent Tourist, Thank you for taking the time to share your experience from your recent stay with us. We are delighted to hear that you enjoyed the festive high tea celebration for your friend's birthday, and we appreciate your kind words regarding our staff's efforts to make the occasion special. We sincerely apologize for the delay in serving your high tea. While we are pleased that the presentation and taste met your expectations, we are continuously striving to enhance our service efficiency. Additionally, we regret to learn about the leak from the shower door. Your feedback is important to us, and we will be sure to address these concerns to improve our guest experience further. It is wonderful to know that you found our beds comfortable and that you enjoyed the pool and bar service. We look forward to welcoming you back for another enjoyable stay in the future. Kind Regards, Mr. Russel Storey Cluster General Manager & Fairmont The Norfolk Team

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그 외 웹 사용자 평가 등급

  • 151 리뷰 9.3/10 위치
  • 312 리뷰 7.4/10 객실
  • 591 리뷰 9.2/10 서비스
  • 23 리뷰 2.3/10 인터넷 가격
  • 205 리뷰 8.8/10 편의 시설
  • 170 리뷰 8.5/10 분위기
  • 90 리뷰 9.7/10 조식
  • 58 리뷰 6.9/10 청결도

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