Four Points by Sheraton Kigali

The hotel was great, but the staff was AMAZING! Everywhere we went in the hotel, the staff was kind, helpful and so very welcoming. Breakfast was excellent and the room was very clean and comfortable.

Stayed there for two nights and the staff was amazing! Helpful in finding me restaurants and a private car. I left for a few nights and needed a place to take a shower before our long flight to America and they allowed me to come back over and shower. Staff was very nice and the breakfast was the best breakfast buffet I have ever had. Price was great too!

Loved this place! Staff was amazing and the breakfast buffet was delicious! Room was very clean!

What was a lovely stay was turned sour upon checkout when our group was overcharged for drinks from the evening before. We were a group of 24 staying overnight celebrating a 70th birthday within our group. Our tour leaders selected a fair priced bottle of Prosecco & instructed wait staff to give each person a celebratory toast. The wait staff poured 5 bottles of the most expensive champagne from the wine list without consultation with the tour leaders. Upon checkout this morning we were charged an additional US$700 even with hotel staff admitting fault that they did infact give us the incorrect alcohol. This is a grave mistake & no guest should have their drinks mixed up and then made to pay for the hotels mistake. We were heading to the airport & security refused to let us leave until the matter was sorted. The duty manager accepted fault but also tried to charge us further by entering the incorrect value in the EFTPOS terminal & also tried to record the card details. Deplorable behaviour from such a well respected brand of hotel. Sadly this left us with such a dissatisfied end to what was a wonderful holiday including a fabulous stay at Four Points Arusha.

Hotel staff scammed our group of 24 guests. Staff served our guests a completely different grade of champagne for a birthday toast than the bottle and brand that was requested. They also filled to the absolute top of the flutes so the bottle would only fill 4 glasses forcing our group to increase the number of bottles requested. In the morning they served us with a bill with a $700 variance and refused to let us leave despite admitting their mistake. They adjusted and corrected the receipt and then entered the initial amount into the EFTPOS machine and asked us to tap. We refused and inserted the card only to see the original amount entered. After requested the right amount to be entered, they blocked the exit with security so we could not leave, for using us to pay otherwise we would miss our flight. Dishonest, pathetic, and a smear on the Four Points by Sheraton brand. The Duty Manager, Ntwali was so unprofessional and dishonest, trying to write our credit card number on a piece of paper. We book customers right across Africa without any issue. I advise all guests and agents to avoid this specific hotel in Kigali. Terrible if this happened to our guests in our absence. Just so disappointing. We expect this behaviour on the street, not on the reception counter of Four Points.

SCAM ALERT for employees at this hotel - travelers and Agents beware! We are a tour operator travelling with a group of 24 guests from Australia. Our group was subjected to a scam. Hotel staff served our 24 guests the most expensive bottles instead of the specific bottles we ordered and also deliberately filled all glasses to the absolute top so the bottles would be insufficient for the celebratory toast forcing us to purchase additional bottles. The bill should have been $150 USD and instead we were charged $700 USD. The staff admitted their fault and adjusted the receipt. When I went to pay for the adjusted amount, Ntwali, the duty manager asked me to tap the card. I refused and asked to insert the card so the entered total would appear. Only to confirm my suspicion as he had added the full amount into the machine. Once I pointed it out, he tried to write my credit card number on a piece of paper on the table. I put a stop to it, after which he said we had to pay the bill otherwise we would not be allowed to leave. Several witnesses observed the initial alcohol selection along with the deceitful game they were playing on reception. This kind of behaviour is common and expected in lower grade hotels but is completely different unacceptable from Four Points Sheraton. We book many guests across the chain. AVOID this hotel and stay at other hotels. This is the worst behaviour in hospitality and staff members involved should be terminated for this dishonest behaviour. It’s damaging the Four Points brand. My whole group will be writing a review on this and we will be communicating this to all travel agencies and wholesalers across Australia, New Zealand, Sweden, US, UK that we work with. No agent wants to subject their customers to this kind of scam.

NEVER AGAIN. The experience here was good until check out. We were part of a large group and we were not allowed to leave until we paid an inflated bill. The staff admitted they had made a mistake with our extras (serving us much more expensive wine than we had ordered - bottles we were never shown), but insisted we pay. Some more dodgy stuff going on with transactions when the erroneous bill was paid (we had to in order to make our international flights). Rude. Unprofessional. Immoral. So different to the rest of our trip through Tanzania and Rwanda. AVOID THIS ONE

A big thanks to the whole staff for the excellent service and the warm welcome: Queen K, the good team from the front office and the excellent team of the FP Social (Jean-Jacques, Eric, Peace and all the team).

The Four Points by Sheraton was a great place to stay in Kigali. Our room was very quiet, clean and the bed was comfortable. The taxi service is convenient to get into town and the drivers were all very nice. The Brew Pub was our favorite restaurant there and our waiter Emmanuel was outstanding! Every staff member was so kind and helpful, we did not have one bad experience. We would definitely stay here again!