Kigali Serena Hotel

給我們的房間配了一個户外大陽台，朋友的房間雖然沒有陽台配了一個會客廳，比普通標間舒服很多，酒店前台很熱心，幫我們預約了去國家公園的司機，去的時候通過郵件預約接機的服務也很好，早餐自助很豐盛，晚餐我點了烤豬排，相當美味，小費包含在餐費中。美中不足的是回程預約了酒店到機場的車後司機問我們要了60刀，而前台之前跟我們説衹要35刀。

早餐很豐盛

Staff was friendly & helpful. Rooms very spacious, clean & comfortable! Breakfast buffet was very delicious & plentiful! Beautiful Country!

Let me tell you , Serena has lost its flair! The place is so unappealing , shower that doesn’t work, services that are poor and unfortunately the staff are kind but don’t know anything ! The rooms have a sewer smell that they cannot do anything about. The facility is run down. I think it’s great for conferences but to enjoy the hotel as a traveler you will be wasting your money. It’s highly priced with nothing to show for it :( The staff at the spa is rude ah what a nightmare! We had to check out early and go to another hotel! Wi-fi doesn’t work.

This hotel is a notable landmark in Kigali and Rwanda. I was really looking forward to staying here and paid around $250 for one night. I arrived around 15:00, which is well after the check-in time, and ended up waiting over 30 minutes for my room card. The Front Office staff was quite slow and kept asking when I had made my reservation. During the wait, nothing was offered—not even a glass of water. Finally, after 30 minutes, I got my room card, only to find the room was dirty and not the one I had booked. Frustrated, I went back down with the porter, Steven, who was the only friendly face I encountered, and he helped me get a bigger room. The way the situation was handled was not very professional. We had dinner at the hotel’s buffet, which was decent, but I expected at least a complimentary or discounted meal as an apology for the inconvenience. The pool area is beautiful, but the rooms are in need of some maintenance. I regret that my stay was unpleasant, and I hope the hotel can address these issues and provide better training for the Front Office staff.

Our stay at the Kigali Serena Hotel was fantastic. Both dinner and the breakfast buffet at the restaurant were excellent. The accommodations were spacious and comfortable. The team provided wonderful service and we loved the surprise rose petals in our room for our honeymoon. Having access to the pool and spa facilities was a great bonus after long overseas travel. Would highly recommend!