Hera Hotel Kampala

customer service

nothing

I wish the TV settings in my room were in English instead of Chinese.

The cleanness was good. SPA was good.

The breakfast should be served as buffet which really saves on time and gives one’s choice. We felt the cost was a little higher compared to many hotels in Kenya and Tanzania

Location and Staff at restaurant were ok

The bed mattress were tough

All but one staff person was great. Merab, Gloria, the ladies and gentlemen in the sauna service areas between 8-11pm were exceptional. The buffet breakfast was fair however guest are serviced a menu to regulate how much they eat as the “continental “, breakfast claim. Isn’t buffet, it’s a preset menu served from the kitchen. The meals that were DELICIOUS!! Rolex #1 Margarita pizza #2 Penna Pasta & Grilled Chicken #3 I would have preferred buffet breakfast. Merab and front desk receptionist ladies were exceptional. I worked for years at the Ritz Carlton Lenox in Atlanta, I trained exceptional service and fine dining, she is exceptional quality because her service is personal and takes steps to be authentic and gracious while anticipating the needs of customers. The Guard & Bellman were very good as well. Very kind and respectful. They check on us each time we went out to be sure we knew where we going and to offer to get us SafeBoda or to provide directions. The hotel has an air conditioned shuttle for cost that dropped us to the airport. Great driver who told a few more details about Kampala as we departed. We really like the gentleman.

3 things: 1. My only comparison that made me kinda unhappy was that our incidentals bill was enormously higher by nearly twice as much as we had spent at hotel 4 others hotels 3 in in Uganda & 1 in Nairobi of hotels of similar quality for the same eating habits and buying behavior. 2. The hotel had no tea service in room. And the restaurant closes at 10pm or 11pm. 3. There was a clerk that didn’t offer me as a guess the best option for service and proceeded to withhold a pay option taking nearly 10usd in what she called “transfer trade in value”! This was disappointing when she should have offered us to pay at the register where card or usd are happily taken. (Customers should not feel unsafe or taken advantage from within a hotel that is made for service.) BONUS: I toured this hotel two days before I booked to ensure that the gym facilities, sauna & steam rooms would be operational before I would book. On my tour I was told that they were clearing it so I could see them but they were working. The entire 7 days that I was there the steam was working but the sauna room was under a full renovation. How to address these concerns? 1. Market research of industry standards. Twice the cost is so offensive to customers to discover at the end of trip that the bill exceeds the budget with the same buying behavior. (No drinking, no parties, no room service) simple dinners, & lunches and occasional cappuccinos, and pastries) 2. Offer Tea & Coffee service they are a standard accommodations for hotels of Hera’s caliber. 3. Ensure customers needs and options are met first. Confusion and underhanded dealings are not admirable business practices. Be sure clerks are properly trained. 4. Be sure amenity’s that are promised are available. Had they told the sauna was out, I would not have booked. Because I was leaving a hotel that did not deliver its promise therefore I would not book another to feel the same Way. I feel that I was somehow beat by this experience.