Fairmont Mount Kenya Safari Club

Professional and friendly staff. Cozy cottages with most of the amenities a couple would need. Very clean. Value for money. Great location in the forest.

We recently had a truly remarkable stay at the Fairmont, and I can recommend it highly enough for families. Traveling with three children, including an infant, can often be a challenge, but the team at Fairmont made it feel effortless. From the moment we arrived until the moment we checked out, we felt genuinely welcomed and exceptionally well taken care of. A few specific team members deserve special recognition for making our stay so seamless: * Jacqueline Karaba (Reservation Manager):Jacqueline was instrumental in the planning phase. She ensured our room arrangements were perfect for a family of our size, accommodating our needs with the infant with such grace and efficiency. Her professionalism and attention to detail set the tone for the entire trip. * Nelly (Hostess):Every time we entered the dining area, Nelly greeted us with a warm smile that made us feel right at home. She was incredibly patient and attentive to our children, ensuring we had the best seating and everything we needed for a comfortable meal. * Tobby (Chef): The culinary experience was a highlight of our stay. Chef Tobby went above and beyond to cater to our family’s tastes, even preparing special options that were perfect for the little ones. The quality of the food was outstanding, and was deeply appreciated. It is rare to find a luxury hotel that balances elegance with such heartfelt hospitality toward families. The staff truly understood our needs as parents, allowing us to actually relax while the children were happy and safe. The children activities were amazing too, they had so much fun. We left with wonderful memories and will certainly be returning. Thank you to the entire Fairmont team for an incredible holiday!

A truly luxurious hotel offering the very best accommodation, setting, facilities, service and hospitality. The icing on the cake (and those were delicious too) is the opportunity to view wildlife on site. Take a tour of the orphanage and see lions, monkeys, cheetahs, antelope, hyena and even a rhino and a leopard. Or book a horseback/walking tour of the conservancy and get right up close to giraffes, buffalo, rhinos, wildebeest, antelope and golden zebras in their natural habitat. Our walking tour guide, Kinyua, was charming and knowledgeable - we felt safe and secure at all times and learnt a great deal. It was truly the experience of a lifetime.

This is a must stay when going to Mount Kenya. The hotel/resort is beautiful with plenty of activities right on the property to include horse back safari, golf, fishing, etc. The staff is super friendly and accommodating. Location is convienent to Ol Pejeta Conservancy for Safari Tours. Must stay IMO

Dear General Manager, I am writing to formally express my deep disappointment with the way my reservation and billing were handled during my recent stay at Fairmont Mount Kenya Safari Club from 1st to 3rd October 2026. As a guest who has been visiting Mount Kenya since the 1980s and who particularly loves Room 101 for its beautiful views, I expected a much better experience, especially during my birthday weekend. Unfortunately, what should have been a beautiful and memorable birthday celebration was overshadowed by the conduct of members of your reservations team, who turned an internal booking error into an unnecessarily stressful and embarrassing experience for me. Before I address the concerns, I would like to recognise the members of your team who delivered exceptional service and reminded me of the standards I have come to associate with Fairmont. TEAM MEMBERS WHO DESERVE RECOGNITION * Angela – Food & Beverage: Absolutely amazing, always smiling, professional and welcoming. * Muchiri – Food & Beverage: Professional, prompt and consistently excellent in service. * Hassan – Bar: Extremely professional while serving the delicately prepared dawa cocktails. His hospitality was outstanding. * Rael – Spa: She planned my three days of spa visits exceptionally well. She shared the pricing in advance, discussed expectations with me, and even checked whether I had arrived safely and was received well. I was particularly grateful for the care she took to understand my spa expectations and ensure I left without the body issues I had experienced previously. * Rachel – Food & Beverage: Warm, kind and genuinely welcoming. * Muhoro – Golf Cart Tours: He made exploring the property effortless and shared its beautiful features with such enthusiasm that, despite this not being my first visit, he made me feel as though I was discovering it for the first time. * Natasha: As professional and smiley as ever. She is consistently wonderful, and her standards never seem to change. * Beatrice: Warm, welcoming and thoughtful, and she remembered me, which I appreciated. * Aileen – Reservations: She was warm and helpful even when the booking dispute arose. She tried to investigate the matter but appropriately recognised that it required escalation to the reservations manager. * Denis – Check-out: Very efficient and quick at check-out, despite being alone on duty. These team members deserve recognition for their professionalism, warmth and commitment to hospitality. They demonstrated exactly what a Fairmont guest experience should feel like. THE RESERVATIONS ISSUE THAT RUINED MY BIRTHDAY WEEKEND My concerns relate specifically to Beryl, Yvonne and Jackie, whose handling of my booking and the subsequent rate dispute was unacceptable. Beryl was my original point of contact when I requested a quotation for my stay. I was subsequently informed that she had made an error in the quoted rate and that she was no longer part of the reservations team as of 2nd October. However, I had met her at the property on 1st October when I arrived to address a separate concern about rudeness over the telephone, which I had already reported through the official WhatsApp line and email. Before arriving, I had specifically called to clarify what was expected of me regarding the invoice and any outstanding payment. I was clearly advised by Beryl that I only needed to top up KES 25,000. Imagine my surprise when, just before my birthday and again on the evening of my birthday, I began receiving demands from Jackie and Yvonne that I pay an additional amount that brought the requested top-up to KES 62,000, on the grounds that an error had been made by Beryl and that management had instructed that I pay the difference. I made it clear that I had relied on the quotation and subsequent payment instructions provided by your own team. If an employee made an error while preparing or communicating a quotation, I would reasonably expect the hotel to investigate the circumstances and resolve the matter internally, rather than place the burden on a guest at the last minute. On the evening of 2nd October, I informed Yvonne, the reservations manager, that I would not pay the additional amount under those circumstances. I found it particularly distressing that this matter was being pursued during my birthday celebration instead of being handled discreetly and professionally. On 3rd October, Jackie repeated the demand for payment. When I requested that she contact her superior or allow me to speak with the manager on duty, she refused to facilitate the escalation and insisted that she was the person I should speak to, suggesting there was nobody else to whom the matter could be escalated. I found this response wholly unsatisfactory and difficult to reconcile with the management structure and service standards expected at a property of Fairmont’s standing. The situation escalated to the point where I had to raise my voice at reception to make it clear that I would not pay the disputed amount. Following further discussion, Jackie indicated that the additional amount being demanded would be removed from my invoice. This raises a serious question: if the additional amount could ultimately be removed, why was I subjected to repeated demands, unnecessary pressure and embarrassment in the first place? WHY THIS MATTER IS SO DISAPPOINTING I understand that errors can happen in any business. What distinguishes an exceptional hospitality establishment is how those errors are managed. I had sought clarification before arriving, communicated with your team and relied on the information provided to me. I should not have had to spend my birthday weekend defending myself against a booking error that I did not make. The handling of this matter demonstrated a lack of ownership, poor escalation procedures and an alarming disregard for the guest experience. The timing made it particularly upsetting, as my birthday should have been an opportunity to relax, celebrate and enjoy the property I have known and loved for decades. I also find it concerning that an issue reportedly arising from an internal quotation error was allowed to become a confrontation at reception, rather than being resolved through a calm, private and appropriately managed conversation. WHAT I EXPECT FROM MANAGEMENT I would appreciate a direct response from you as General Manager addressing the following: 1. A formal explanation of how the booking quotation error occurred and why I was subsequently asked to pay KES 62,000 when I had been advised that my outstanding top-up was KES 25,000. 2. Clarification of the hotel’s policy on honouring quotations and payment instructions communicated to guests, particularly where an internal employee error is involved. 3. An explanation of the conduct and decisions of Beryl, Yvonne and Jackie, including why the issue was pursued repeatedly during my birthday weekend and why my request for escalation was not facilitated. 4. Confirmation of my final invoice and account balance, including written confirmation that the disputed additional amount has been removed and that no further payment is outstanding in relation to this dispute. 5. An explanation of the corrective measures that will be taken to prevent another guest from experiencing a similar situation. I would like to emphasise that this complaint is not intended to diminish the excellent work of the many members of your team who served me so well. In fact, their efforts made the contrast with the reservations experience even more disappointing. I have been visiting Mount Kenya since the 1980s, and my affection for the property is longstanding. I continue to return because of the setting, the views from Room 101 and the hospitality I have historically associated with the establishment. That history is precisely why this experience was so upsetting. I do not believe that a loyal, returning guest should have to endure such treatment, least of all during a birthday celebration. The Fairmont name carries expectations of excellence, discretion, accountability and gracious hospitality. My experience with the reservations team fell considerably short of those expectations. I expect a prompt, substantive response directly from you as General Manager, rather than a generic acknowledgement or a referral back to the same team whose handling of the matter prompted this complaint. I hope you will treat this matter with the seriousness it deserves and help restore my confidence in an establishment that has been part of my Mount Kenya experience for so many years.