Fairmont The Norfolk 5 つ星

お客さまの声 (確認済みレビュー アコーホテルズ) 4.6/5 815 件のレビュー

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00200, PO Box 58581, 00200 NAIROBI, ケニア

説明

ホテルのその他の情報

  • 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

当ホテルの客室

ホテル所在地

Fairmont The Norfolk

00200, PO Box 58581
00200 NAIROBI
ケニア

GPS:-1.278337, 36.815827

電話番号
ファックス +254 20 2216796

アクセスと交通機関

ホテルサービス

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敷地内
  • プール
  • レストラン
  • 車椅子でのご利用に対応
  • フィットネスセンター
  • Wifi
  • エアコン
  • バー
  • 会議室
  • 全館禁煙
  • ルームサービス
建物付近
  • 駐車場

お客様のご意見

お客様のご意見

実際の宿泊者100%の認証口コミ

詳細はこちら

確認済みレビュー アコーホテルズ  4.6/5  815 件のレビュー

トリップアドバイザーの評価  4.3/5  1,694 件のレビュー

2025エクセレンス認証

Perfect stay at the Norfolk. Definitely recommend.

トリップアドバイザーの評価 5.0/5

KimmyandDan トリップアドバイザー認証口コミ

We had a fabulous stay at the tail end of our twelve day safari. The service was attentive and impeccable, everyone was so lovely. We had great conversations with the waiters at Cin Cin bar (thank you Isaac for taking care of us so well). The hotel is beautiful, it has an amazing history and heritage in Nairobi, which is part of why we wanted to stay here. Our room was clean and comfortable, and serviced everyday with a turn down at night. The pool is heated and we swam in it everyday of our stay, with plenty of daybeds to lay out on. The restaurants (Tatu and Lord Delamere terrace) are both great for different reasons. Tatu for a bit more fine dining (I made a separate review in how lovely our meal was here) and Lord Delamere for breakfast and a more casual diner. I'd definitely recommend The Norfolk as it has charm, heritage, and incredible staff. Plus its central location makes it an easy spot to get to the Museum and other locations.

Omelette

トリップアドバイザーの評価 5.0/5

Syprian O トリップアドバイザー認証口コミ

I had some experience on good food service and great adventures. They are the best ever serving places I ever visited in.

Dear Mr. O, Thank you for your wonderful feedback regarding your experience with our food service. We are thrilled to hear that you enjoyed your time with us and consider us among the best. Your compliments will surely inspire our team to continue delivering great service. Kind Regards, Mr. Russel Storey Cluster General Manager & Fairmont The Norfolk Team

Best experience

トリップアドバイザーの評価 5.0/5

Wanja J トリップアドバイザー認証口コミ

Alphonse and Sam were so good with bartending to the guests . Overall had an amazing experience. Salute to Evelyne and Pauline for organizing the event . Food ,drinks , atmosphere 10/10

Dear Wanja J, Thank you for your wonderful review! We are thrilled to hear that you had the best experience, and we will certainly pass along your compliments to Alphonse, Sam, Evelyne, and Pauline for their exceptional service. We appreciate your feedback and look forward to welcoming you back. Kind Regards, Mr. Russel Storey Cluster General Manager & Fairmont The Norfolk Team

Worst Experience at any Fairmont

トリップアドバイザーの評価 1.0/5

Jain J トリップアドバイザー認証口コミ

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!

トリップアドバイザーの評価 5.0/5

ravdl トリップアドバイザー認証口コミ

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

との提携 TripAdvisor

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