01 Sep

Dear Valued Guest,

We are delighted to welcome you and thank you for choosing Norfolk Towers Serviced Apartments for your stay.

Our commitment to service and guest satisfaction is our main concern.

We have tried to anticipate your needs, however, if there is anything that we have overlooked, have any additional questions or request please contact one of our team members.

We wish you a pleasant stay with us and enjoy your time in Nairobi and invite you to include us in your future plans when you visit the area again.

Arrive as a guest, depart as friend and return as family.


Account Statement

Payment can be made by cash, credit card or Bank Transfer upon or prior departure. Company chargebacks or cheque payments will only be accepted by prior arrangement.  Major credit cards are accepted including Visa, Mastercard, American Express, Diners Club or JCB. Please note, Visa or Mastercard credit card incur a service fee of 1.5%, American Express Credit card payments incur a service fee of 3.0%.


Jogo Kenyatta International Airport (JKIA) is about 25km away from the hotel and it takes 40-50 minutes by car. If you would like us to arrange for an airport transfer the reception team is more than happy to help you in this matter.

Apartment access

Upon check in, we provide you with an electronic key card for the apartment door. We can provide extra key cards for additional guests in a particular apartment. Upon check out kindly surrender the key card at the reception.

 Please note that there is a surcharge penalty of kshs. 1000/- per card for any lost.

Abandoned Items

The manager will remove any goods left in the common areas or vehicles parked without consent or abandoned on the common property. Such removal will be at the risk and expense of the owner of the vehicle.

Board Room, Meeting Rooms and Catering Service

We have meeting rooms that can sit up to 15 people available for your complimentary use subject to availability. Additional   amenities such as food and beverage service, writing pads, pens, bottled water, flipping charts and projectors can be availed at a fee. Kindly make a reservation for use of the room at the reception.

Should you require private catering in the apartment or any area designated for private use by residents (poolside, rooftop terraces or grounds) please contact the reception to make a reservation.

All charges must be settled promptly or may be signed to the apartment bill for settlement at the end of the month or upon check out.


Resident guests may not at any time, use the balconies or any other exterior premises to hang clothes or other items.

Please ensure you close the balcony door when you leave the apartment to avoid mosquitoes coming into the room. 

Baby cots

Baby cots are available upon request; please contact the reception for assistance. There is a one off charge for this service.


Is served in the restaurant from 6.00-10.00am weekdays and 7.00-11.00am weekends and public holidays.

Business Centre

If you would like to send an email, print or make a copy, please contact our reception team to assist you.

Car Parking

There are limited parking spaces for the apartments and for visitors within the complex.

Car Rental

Please contact reception for further information.

Check out time

The check-out time for all apartments 10.00am, seven days a week. Should you require a later check out time, please contact the reception. Late check-out is provided subject to availability. An additional charge will apply for this service. Luggage storage is available for your convenience at any time via Guest Services.

Concierge Services

Should you require assistance with hotel facilities, local attractions, bookings, transport, restaurant recommendations and reservations or any further information please contact the reception. We do not offer porter services at Norfolk Towers Serviced Apartments.

Dry cleaning and laundry

You will find a dry cleaning and laundry sheet detailing these services and applicable prices, on the shelf in your bedroom wardrobe, along with the collection bag. Simply complete the sheet specifying your request, place clothing items in the bag and leave in the apartment or at the reception prior 9.00am on the same day and charged directly to your room account.

“Do not Disturb”

In case you do not wish to be disturbed, please leave the “Do not Disturb” sign on the outside doorknob. If you do not want to receive any telephone calls, please inform the reception .Internal room-to-room calls cannot be prevented!

Fire Safety

The facility is fitted with variety of firefighting equipment in the apartment and public areas. However, for additional safety, please familiarize yourself with the fire alarm locations, exit routes, and the fire safety procedures.

Fitness Center & Swimming Pool

Our fitness room is located on the basement level and open daily for use by the residents with our compliments from 7am to 6pm. After hours, kindly pick up the key for the fitness center at the reception please be sure to return it after use. However, where residents wish to use the facilities for functions or events, prior arrangements must be made with the management at an additional fee.

Grocery Delivery

We are happy to fill up your refrigerator and cupboards. Just tell us what you wish for or refer to the delivery services information. For further information please contact our staff at the reception.   


Our housekeeping team is at your service at all times. Should you require an extra towel, an extra pillow or amenities please let us know. For extra cleaning service of your apartment please also contact the housekeeping team. Dial ”0” this may be chargeable.

*Please note that the housekeeping cleaning timings are from 9am to 3pm daily.

In room kitchen

All our apartments gave a fully furnished kitchen. If there is anything missing, please contact either housekeeping or reception. If you need explanation for using the equipment please contact reception.


High speed internet connection is available in every apartment. If you experience any problems with your connection please contact reception!

Iron/Ironing board

This is available in every room.

Ironing Service

We can provide you ironing service, please tick the appropriate box on the laundry list, found in your wardrobe.

IT Support

If you are having difficulties with your computer, internet connection, etc. Please contact the reception.

Linen Change

We change the linen every alternate day. Bed sheets washed daily in thousands of hotels in this world use gallons of water and tons of detergents. If you would wish to receive daily linen change, please call the reception! Help conserve the environment.

Lost and Found

All found items are stored in our housekeeping departments for 3 months. Please contact our reception team if you are missing something.

Linens and Toiletries

Each room is supplied with sufficient towels and bed linen for the maximum number of allowable guests. However, please feel free to contact the reception or housekeeping for additional towels or linen.

For our short term guests, we will provide complimentary toiletries as part of the daily housekeeping.

For our long term guests, we have provided starter toiletries to assist you get settled in. Continued supply can be provided at an additional fee.

Meeting Room

There is a meeting room at your disposal. For reservation purposes please contact the reception.

Mail & Message

Any mail or messages addressed to guests will be held at reception for collection at your convenience. For voice mail please consult your telephone guide

Maintenance and Alterations

The apartments have been completed to a very high specification. All residents are required to maintain their apartments and the exterior in good order and condition. No alterations will be allowed to the interior, exterior and balcony as this will alter the outer appearance of the scheme.

Safety Deposit Box

Instruction sheets for the in-room safes are placed above each safe in the closet. In case if any difficulties please contact reception for assistance. Kindly store all valuables monetary or otherwise in the safes and keep them locked.

Management will not be liable for any lost items.


No visitors (non-residents) will be allowed into the property after 6pm without security clearance (security team) and guest approval (front office)

All visitors after 6pm will be escorted by the night guard to the in-house guest apartment and handed over to the in-house guest as confirmation of the visit. 

Smoking Policy

Smoking is not permitted within Norfolk Towers Serviced Apartments. The premises have opted for a Non-smoking policy which applies to the public areas and ground floor facilities as well as in bedrooms.

*Please note that there is a surcharge of kshs. 5000/- for smoking in the apartment.

Solar Water Heaters

Each apartment has hot water supplied through a solar water heating system. In order to assist us conserve electricity, please switch on the backup hot water when needed and switch it off when not needed.


The in-room telephones are to be used to make internal calls only.

The following are extensions that you may find useful during your stay with us

0 or 100 – Reception                                  110 – Restaurant

0 or 746 – Housekeeping                            200 – Security Main Gate

Calling room to room: please dial * followed by room number.   


The television sets in your room are tuned to local channels and select international channels from the DSTV bouquet.


We provide complimentary utilities for our short term guests.

For our long term guests, a surcharge of kshs. 12,000 per unit, per month shall be levied to cater a service charge for utilities. 

Value Added Services

The following services are available at an additional fee:

  • Laundry and dry cleaning services (please refer to the laundry price list included in this information folder)
  • Grocery shopping
  • External restaurant delivery services
  • Taxi services.

Wake up calls

Not to miss your early start in the day, let us wake you up in the morning. Please contact reception to place your wake up call.

Medical Emergency

Please contact the reception immediately if you are feeling unwell. We may be able to arrange for a doctor for advice. In case of serious illnesses, we can arrange transport to the following major hospitals.

The Nairobi Hospital                                                    Telephone

Physical Address                                                          +254(020)2845000

Argwings Kodhek Road                                                +254(020)2846000

P.O. Box 30026-0100 Nairobi, Kenya                          +254(020)352101

E-mail                                                                             Mobile Lines                                          0722 204114, 0722 204 115                                                      0733 639301, 0733 639302 

Aga Khan University Hospital                                  Accident and Emergency

Physical Address                                                           Adult casualty Main Tel: (020)3662025

3rd Parklands Avenue                                                   Paediatrics Casualty Tel: (020)3662031

P.O.Box 30270-00100 Nairobi                                     Fax: 020 374 6309, 374 0729


 Gertrude’s Children’s Hospital                                   Mobile/Telephone Lines

Physical Address                                                          (020) 720 6000

34 Muthaiga Rd, Nairobi                                                0722898948                           

E-mail                                                                               0731344044