Kigali Serena Hotel

The Staff was very friendly, efficient, and professional!

His clean

Nothing.

I checked in early and was charged for that but I was not able to use the room. The bathroom was dirty, moldy everywhere (walls, floor) with soap scum everywhere. Instead of offering to change my room immediately, they decided to clean and were using cleaning products with toxic fumes floating in the air. I was eventually moved to another room and was charged additional fees for the room. I noticed that on my bill. When I raised that, the lady claimed the room was bigger. Very poor customer service. I will not recommend that hotel.

Breakfast and gym

Overall was fine, food wasn’t bad too

Some staff were nicer than others , a bit expensive

Beautiful on the outside. Good breakfast. Lovely staff. Good location. After our first disappointing night with the mattress, the receptionist was kind enough to change it to a double bed mattress.

Our room felt outdated, worn, and had an unpleasant smell. The bathtub and toilet were dirty, which made it impossible for me to take a bath. After I brought this to the staff’s attention, the cleaner removed the stains the following day. However, the entire bathroom still smelled strongly of mould. We had booked a double bed, but it seemed unavailable. Instead, two single beds were pushed together without a proper top mattress, which wasn’t ideal for a couple.

Serena - as usual Luxury and comfort. Full value for money.

Nothing as Such.

The good environment

All good

Vriendelijke staff. Perfecte housekeeping. Receptie s avonds laat en snachts. Zeer snel en efficient.

Dinner beneden. Geen aangenaam kader. Vaak koud en veel lawaai.

Pool and spa

Location is not walkable.