Fairmont Mount Kenya Safari Club

The grounds and staff of the resort are fabulous! Jacinta in housekeeping went above and beyond to help us feel welcome. This place is amazing!

We had a fantastic long weekend. The landscaping across the entire estate was particularly impressive - congratulation to the gardeners. The staff: very friendly, well-trained and attentive. Very good variety of activities on offer. The lunch and dinner buffet was a pleasant surprise because we love vegetables, and there was a wide selection, all prepared with great care and attention to detail – these weren’t just simple veggie side dishes. All in all, it wasn’t cheap, but it was well worth it.

Amazing Ambience, views and Exceptional services

The buildings and grounds couldn't be more beautiful and well kept and there's definitely a strong sense of history in the surroundings. You feel the presence of a day gone by, both good and not so good, with giant tusks ordorning the lobby area. Our river area room is very comfortable and well appointed, with a great veranda overlooking the forest, large rock fireplace and super clean, albeit a bit elderly with the 70's furnishings. The Mt. Kenya Wildlife Conservancy Center on the property is a gem! Great welcoming staff and bunches of animals in residence. The challenge here is hospitality skills and training -- there's a ton of formalities and attitude, without the skills/training to back it up. Just about every staff interaction (check in, restaurant, etc.) has been way more complicated then it needs to be and process is obviously way more important than making sure the guest experience is easy and the primary focus. We sat outside our room for an extended period until it could be "inspected", but the inspector never showed up ;) The room had some nuts/fruit on the table, which they removed because "they were meant for a guest with a higher level of Fairmount loyalty rating" (im paraphrasing) -- seriously! The food experience has been rough -- ordered a burger, which came raw and the redo was cold with ingredients we asked not to include, (watch out if you have food allergies). None of this is the Fairmount standard. Bottom line -- greatness is in reach with a stronger focus on operational excellence and making the guest experience the top priority.

Rooms were very good and the staff were great!