Our trip met with many obstacles in our very short stay in Nairobi. On arrival at NBO my wife suffered a medical incident that left her feeling weak and uncertain. After addressing the issue sufficiently to allow her to continue, we found that our travel agent arranged transport had failed to arrive but we quickly found a taxi and set course to the hotel. Upon arrival, the reception team who had had received a request from our agents to contact them immediately upon arrival took control and put us in touch. Expecting to receive an apology for the lack of transport, I was surprised to be informed that our safari tent and camp in the Mara had been swept away in the floods. Reception immediately assured us that my wife would receive any medical intervention required and that the hotel would do all that they could to assist us. Given the circumstances, as my wife was feeling fit enough to travel, we decided to return home. Communication with the airline proved difficult due to the flood so the hotel arranged a taxi to take me to their offices in Nairobi which appeared to have closed down. Nevertheless, I managed to contact my brother in the uk who did an excellent job and acted as our agent with the airline who met all our expectations and arranged transport on their next flight. As we left the hotel that evening for the airport, we were sent on our way with best wishes from Joseph, whose actions reinforced our determination to be back in The Norfolk and Kenya as soon as we can. Traffic was as bad as I have ever experienced in Nairobi and our trip along the Expressway was at snail’s pace. On approach to the toll booths at the airport, our hotel provided limo was hit sideways on by another car. Our driver was totally not at fault and must have been shocked but after checking that we were ok he dealt with the matter quickly and professionally and we made check in with plenty of time. We have contacted the hotel to provide witness statements on the accident should they require. He did a great job. Apologies for the long review but it was quite a saga and I hope that it shows that, when the chips are down, you need professional friends on the ground to give you the help that you may need. We certainly did and the resolution was achieved far quicker than we could even have dreamed of from our insurers. On return to the UK my wife’s condition deteriorated and after 24 hours she was taken to hospital and, indeed, remains there today. The service that she has received has been exceptional and the causal infection has been diagnosed and she is expected to make a full recovery. I dread to think of the outcome should our speedy return had not been achieved. That is in no way a slur on the Kenyan medical services rather a feeling that you always feel better on home ground! Thanks Fairmont, The Norfolk for your, not small, part in this incident.

Historic hotel used as the starting point for an African Safari. Conveniently located, staff is awesome, food is incredible. Has all of the amenities one could need.

Very poorly maintained Hotel, both on the rooms and general property facilities The service was terrible.. The dining experience awful As stayed the week before at Ibis Styles Westlands and also had a very bad expirience I woul recommend you to avoid ALL managed Hotels in Nairobi.. Go to Hyatt or Marriott instead

1- on the evening of April 07, there was a cockroach on my pillow and bed sheet. How could that be in a 5 star hotel ?!!! Is this really a 5 star hotel (maybe in terms of the overpricing and the aggressiveness in ripping of the clients only !). Such an issue should have been dealt with much more professionally, but it is clearly evident that there’s a very serious management issue at this hotel . (Later I got a letter from an assistant front office manager whom I never met nor known , and they left me a plate having 2 biscuits …. lol) 2- there was a big mosquito in my room same night also although I never opened any window ! someone came later that night and brought me a mosquito repellant, but that was only after I ordered it ! Why wouldn’t that be installed right from the beginning before the problem shows up , like in any decent 5 star hotel ??!! 3- the internet was horrible in my room (and in so many areas all over the hotel). I had to buy a local line to use hotspot as I can’t do without internet . This is an additional expense which I wouldn’t have to bear if the hotel provided a decent internet ! 4- some lights in the room didn’t work . 5- the tv stations were horrible ! There was almost nothing to watch . I mean all five star hotels have cables and have international tv stations with HDs and new remote controls (the remote controls in the room were very old ). 6- the furniture in the room wasn’t clean. I had to put a towel to be able to sit on the chair near the table to finish my evening work , because the chair was filthy . 7- I had to go to the reception for 07 times to reset my key(more than once every day) , although I do not keep it near any electronic devices at All. That was a mess . I hope that in the future we stay at hotels which don’t have the above problems. Finally , just as a word of fairness , some of the waiters and waitresses and first line employees (whom you generously tipped ) were very good and tried their best because they obviously had nothing to do with the mess and unprofessionalism that the upper management is held fully responsible for

I arrived at about 8 in the morning. I had no problem to check in except the registration of the name was a little difference. However the staff did not mention that the hotel would charge me additional fee of USD110.0 for my early arrival and check in. I only knew about that in a later stage. If I had known that I would not have checked in at once and just stayed in the hotel lobby or airport lounge for some hours. The problem was the hotel did not tell me the additional charge at the first place. It was very disappointing. After I checked in, I logged in the WiFi successfully. However I was very disappointed to find that the internet connection had been on and off all the time during my stay in the hotel. It was another unpleasant and embarrassing experience when I was using the internet for private and business purposes. How could a high rated hotel offer this kind of internet services!!! When having meetings in the hotel, another annoying matter occurred. No air conditioning had been setup and checked before the guests moved in. One more disgusting thing was the dust net of the air conditioner was found not to be cleaned up and dust was full on the net. It implied that the hotel management could not do well in the hygienic environment. Another proof was the discovery of mosquitoes and cockroaches in my colleagues’ rooms. The last thing was the staff usually couldn’t greet the guests in the first place. I always offered my greetings first and get some responses back. How could a high rated hotel had this kind of training to the staff! It must be the problem of the management! It had been my most unpleasant experience in the international hotels I stayed with. It was a shame on the hospitality business.