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Reviews of Kigali Serena Hotel

5 out of 5
Kigali Serena Hotel
Boulevard De La Revolution, Kigali

Reviews

9.2

Wonderful

Rating 10 - Excellent. 79 out of 117 reviews" "
Rating 8 - Good. 24 out of 117 reviews" "
Rating 6 - Okay. 8 out of 117 reviews" "
Rating 4 - Poor. 6 out of 117 reviews" "
Rating 2 - Terrible. 0 out of 117 reviews" "

9.4/10

Cleanliness

9.4/10

Staff & service

9.0/10

Amenities

8.8/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

10/10 Excellent

Kevin

Liked: Cleanliness, staff & service, property conditions & facilities
Lovely lovely place
Stayed 6 nights in Mar 2024

10/10 Excellent

Monica

Everything about this hotel was fantastic - the food, the spa services, the staff. 10/10
Stayed 2 nights in Feb 2024

10/10 Excellent

Charles

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great feeling
Stayed 3 nights in Feb 2024

8/10 Good

Katherine

Liked: Cleanliness, staff & service
The restaurant Milima was superb, exceptional variety and abundance. Hotel staff were friendly and professional. Room while spacious showed signs of age and lack of attention to detail. Cracked lampshade, 2 lamps not working, telephone disconnected, no coffee maker until Day 3. All things were rectified once notified. Not what I expected from 5 star hotel.
Stayed 4 nights in Nov 2023

10/10 Excellent

ELLENOR

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice outdoor pool.
Stayed 2 nights in Aug 2023

4/10 Poor

Sarah, Toronto

Traveled with partner
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
The staff are friendly and willing to help. The room was nice, but very dated. The shower has spots of mould on the walls, there is a ton of caulking to help it from leaking, but it still leaks, and the shower head was broken. That would be fine… except it was clear the room that not been completely cleaned. There was leftover food in the mini fridge, plastic Tupperware in the drawers, and dirty cotton swabs on the floor.
Stayed 1 night in May 2023

8/10 Good

Verified traveler

Business traveler
Liked: Cleanliness, staff & service, room comfort
A bit out-of-date
The service was good, breakfast great and the rooms were very large, but definitely out-of-date. The shower in particular was quite bad, the water never got very hot and sometimes was barely warm. The rest of the room was also a bit dated..
Stayed 5 nights in Apr 2023

10/10 Excellent

Greg

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Feb 2023

10/10 Excellent

Emerson, Jackson

Traveled with family
Liked: Cleanliness, staff & service, amenities
Even though built years ago, still a great hotel! Quality construction and appointments. Spacious rooms and bathrooms … at least room 338 was! Food excellent in restaurant.

10/10 Excellent

Reuben

Stayed 1 night in Nov 2022

10/10 Excellent

Julia

10/10 Excellent

David

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Oct 2022
Response from Daniel Sambai General Manager on Nov 1, 2022
Dear David,Thank you for taking time to review our hotel and we are delighted that you had a pleasant stay with us. We appreciate your compliments on Bar , Location and Pool. Once again, thank you and we look forward to welcoming you back! Warm Regards Daniel Sambai General Manager

10/10 Excellent

Brenda

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2022

10/10 Excellent

Paul

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2022

8/10 Good

Patrick

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in May 2022

10/10 Excellent

Arthur

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
My top choice when visiting Rwanda!
The Kigali Serena is a fabulous place to stay when visiting Rwanda. They have fantastic customer service, rooms are very clean, and they have a lovely lounge/patio seating area by the pool when they often have live music. They have one of the best breakfast buffets in all of Rwanda so don’t skip breakfast!
Stayed 2 nights in Jan 2022
Response from General Manager on Jan 22, 2022
Dear Arthur, We appreciate the time taken to compliment us following your recent stay with us. We are pleased to know our brilliant and friendly team, elegant and clean rooms and quality dining offerings (especially the breakfast buffet) enhanced your time with us. We were delighted to host you and look forward to welcoming you back to Kigali soon. Warm Regards Daniel Sambai

10/10 Excellent

castro

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
.
Stayed 2 nights in Nov 2021
Response from General Manager on Nov 16, 2021
Dear Mr. Castro, Thank you for taking the time to give us feedback following your recent stay with us. We are delighted you had an amazing time during your stay and that our staff's brilliant hosting particularly made your time with us memorable and comfortable. We are always striving to provide each guest with a unique experience and we are pleased to know our tailored hospitality made your time with us memorable. Once again, thank you for your feedback and we look forward to welcoming you back soon. Warm Regards Daniel Sambai

8/10 Good

Johannes

Stayed 1 night in Aug 2021

8/10 Good

NYIRARERWA

Stayed 1 night in Dec 2020

4/10 Poor

Verified traveler

Liked: Cleanliness, property conditions & facilities
It was a nice hotel but beware they charge $35 USD for an airport shuttle which I thought was free. I called from the airport and they said they would send someone in 20 mins. One hour later I called back and they said oops, someone is coming in 20 mins. She said I could take a cab but I said I didn't want to have to pay for it and would rather wait if it was free. The next day at checkout there was a 35USD charge. Very frustrating that it isn't listed online and that she didn't tell me that when I called. They were not helpful at the front desk with fixing this concern or getting a manager despite my request. I also paid the driver 20USD because I thought it was free and he took me to the genocide museum and waited for me outside for an hour. So I paid $55 USD for that airport transfer! :( Not happy!
Stayed 1 night in Feb 2020

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service
Good staff, pool area and breakfast. Definitely needs some upgrading as it shows it’s age. USB ports in the rooms would be great and the beds have seen better days. I could feel the springs digging into my hip. Lots of repairs needed with knobs, cabinet doors coming apart when you touched them. Could be an awesome hotel but not 5 star or worth the money as it currently stands.
Stayed 3 nights in Jan 2020

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The air-conditioning in many rooms is not adequate. I love this hotel and have stayed there many times over the last ten years. But have noticed that other friends who stay there are leaving due to the problem of poor A/C in the rooms.
Stayed 1 night in Jan 2020

10/10 Excellent

Veronica

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Fantastic Stay
Well-maintained and beautiful property. U-shaped building with a lagoon-like pool area in center. Comfortable and clean room and bathroom, with generous-sized products, bathrobes, and slippers. Fantastic staff that responds in very timely manner. Breakfast is a spread of Western, Indian, and African items, with a made-to-order egg station. Also had an outstanding thick and juicy T-bone steak, available on à la carte menu, as well as through room service. Had a fabulous massage in the spa, and sauna and jacuzzi available to guests at no extra charge. My husband and I also had side-to-side pedicures in the salon, which include a 15-minute full leg exfoliation and massage that put my husband to sleep. This will now always be our home in Kigali.
Stayed 1 night in Jan 2020

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service
Pleasant ambience and affravtive pool Good food alternatives
Stayed 3 nights in Jan 2020

10/10 Excellent

Veronica

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Better than the Ritz
Beautiful and well-maintained property, with rooms looking onto a central, lagoon-like pool area. Amazing breakfast buffet with every type of cuisine imaginable, and cooked to order eggs. Every day they managed to serve the sweetest pineapple imaginable. Comfortable room, great bathroom with plentiful products, large bath towels, bathrobes and slippers. I had a wonderful one-hour relaxing massage in the spa, whose facilites, such as sauna and jacuzzi, are available to all guests. We also had side-by-side pedicures in the salon that included--at no extra charge--full leg exfoliation and massage for about 15 minutes, which put my husband to sleep. We also enjoyed the thick, juicy, and tender T-Bone steaks. Can order off the menu, or from room service. All staff is well-trained in politeness and hospitality and looking after the needs of guests, and all requests are satisfied in a very timely manner. For example, our room got really hot one night, we called the front desk at 11:00 p.m., a technician arrived promptly, checked it out, and went on the roof and got the AC fixed in minutes. Stay here if you want to be pampered.
Stayed 2 nights in Dec 2019

10/10 Excellent

Verified traveler

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Serena Hotel - Kigali
excellent Property and amazing and very courteous staff. A jewel in the Serena chain.
Stayed 3 nights in Dec 2019

10/10 Excellent

Temwa

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Had an amazing time at the hotel
Stayed 1 night in Dec 2019

10/10 Excellent

Verified traveler

Business traveler, Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
From the time we arrived, to the time we left, the staff and amenities were top notch. I would definitely recommend the Serena.
Stayed 4 nights in Nov 2019

10/10 Excellent

Verified traveler

Traveled with group, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Comfortable hotel in the central area of Kigali. Our room was very quiet even though it was just above the restaurant. They have a pool which was not very clear so we didn't use it. Front desk service was good; restaurant staff, especially at the breakfast restaurant was excellent! Breakfast buffet was excellent as well, lot's of choices.
Stayed 2 nights in Aug 2019
Response from General Manager on Nov 2, 2019
Dear Guest, Thank you for taking time to review our property and we are delighted that you had a pleasant stay with us. We will share you review with the staff who will be very motivated by your feedback. Once again thank you and we look forward to hosting you again soon. Regards Daniel Sambai

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Sep 2019
Response from General Manager on Nov 2, 2019
Dear Guest, Thank you for taking time to review our property and we are delighted that you had a pleasant stay with us. We will share you review with the staff who will be very motivated by your feedback. Once again thank you and we look forward to hosting you again soon. Regards Daniel Sambai

6/10 Okay

N.K

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities
The standard rooms are poorly maintained. Shower not working or heating up
Stayed 2 nights in Aug 2019
Response from GM on Aug 16, 2019
Dear N.K Thank you for taking time to give us feedback following your recent stay with us. We apologize for not meeting your expectations in as far as the room maintenance is concerned and necessary corrective measures will be instituted. Sincerely Daniel Sambai General Manager

10/10 Excellent

Marlene

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jun 2019
Response from GM on Jun 18, 2019
Dear Marlene, Thank you for taking time to review our hotel and we are delighted that you had a pleasant stay with us. Your compliments will be shared with the team and look forward to welcoming you back to Kigali Serena Hotel. Warm Regards Daniel Sambai General Manager

10/10 Excellent

Verified traveler

Stayed 3 nights in May 2019
Response from GM on Jun 18, 2019
Dear Guest, Thank you for taking time to review our hotel and we are delighted that you had a pleasant stay with us. Your feedback will be shared with the team and we look forward to welcoming you back to Kigali Serena Hotel. Warm Regards Daniel Sambai General Manager

10/10 Excellent

Cynthia

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Boutique Vibe
I decided to take a detour and spend a few nights in Kigali to see the city that everyone is talking about. The hotel was lovely and luxurious and relaxing. No complaints. I enjoyed the food and the cozy boutique vibe (versus the "conference-business meeting central" feeling I got at other hotels) I felt safe walking around the area, taking taxis, and enjoying local restaurants as a solo female traveler. I was only there a few nights, but I hope to be back for a longer holiday in the future.
Stayed 4 nights in May 2019
Response from GM on Jun 18, 2019
Dear Cynthia, Thank you for taking time to review our hotel. We appreciate your compliments with regards to our food, "homely feeling" and general standard of the hotel. We were honoured to host you and look forward to welcoming you back to Kigali Serena Hotel. Warm Regards Daniel Sambai General Manager

10/10 Excellent

ENRIQUE D

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Kigali Serena Outstanding
Quality of accomodations and overall facilities were exceptional. Staff were exceptional and well trained. Couldn't ask for better. Restaurant exceeded expectations
Stayed 5 nights in Apr 2019
Response from General Manager on Apr 30, 2019
Dear Enrique D, Thank you for taking time to review our hotel and we are delighted that you enjoyed your stay with us. We appreciate your compliments on the quality of our guest rooms, restaurant and staff. We always aim to meet or exceed our guests expectations and we we work everyday towards that goal. Thank you again for your response and we look forward to hosting you again. Warm Regards Daniel Sambai

10/10 Excellent

Ali

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities
The staff, breakfast and room were great. The hotel was one of the best hotel in the country and the breakfast has variety of food. The staff were friendly and helpful
Stayed 4 nights in Apr 2019
Response from General Manager on Apr 30, 2019
Dear Ali, Thank you for taking time to review our hotel and we are delighted that you had a pleasant stay with us. We appreciate your compliments on our breakfast spread, rooms and staff. Once again, thank you for your feedback and we look forward to hosting you again in the near future. Warm Regards Daniel Sambai

10/10 Excellent

Verified traveler

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The serenity. However, I consider the in house entertainment available in adequate. Save for a solitary pianist in the lobby downstairs there was nothing much by way of entertainment. The engagement of a band by the hotel at least two times in a week should be considered.
Stayed 5 nights in Apr 2019
Response from General Manager on Apr 30, 2019
Dear Anonymous, Thank you for taking time to review our hotel and we are delighted to note that you had a pleasant stay with us. We usually have a band on Friday evenings by the poolside and another one on Sunday afternoons but we have noted your feedback and we will re-look at our house entertainment look at areas of improvement. Once again, thank you for your feedback and we look forward to hosting you again soon. Warm Regards Daniel Sambai

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
A wonderful place to get to after 33 hrs of traveling. Excellent staff in all areas.
Stayed 1 night in Apr 2019
Response from General Manager on Apr 30, 2019
Dear Anonymous, Thank you for taking time to review our property and we are delighted that you had a pleasant stay especially after your long hours of travelling! We sincerely appreciate your feedback and your review will be shared with all the staff. Once again, thank you and we look forward to hosting you again soon. Warm Regards Daniel Sambai

4/10 Poor

Verified traveler

Business traveler
Liked: Cleanliness
Disliked: Staff & service
Unable to serve breakfast in restaurant or room before 630am.I had to leave at 615am.Hotel refused to give copy of bill as they said they had not been paid.
Stayed 1 night in Mar 2019
Response from General Manager on Mar 19, 2019
Dear Guest, I would like to sincerely apologize for the bad experience you had during your stay with regards to the breakfast and also Expedia rates. Our breakfast is usually from 6:30 until 10:30am however, we have room service 24 hours and it is sad that this option was not offered to you. There is no excuse for this and we will review and take corrective action to avert a similar occurrence in future. I am meant to understand that your order was not With regardhandled and prepared correctly and for that I sincerely apologize. With regards to the copy of the bill, I will follow-up and revert because all Expedia bookings are usually billed directly to Expedia and they pay us without any problems at all. We appreciate your honest feedback and once again, my apologies for the inconvenience caused to you and please let me know when you are coming to Kigali next, so that we can see how best to make this up to you. Sincerely Daniel Sambai

10/10 Excellent

S

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
I always stays here when visiting Kigali, close to Marriott where our meetings are
Stayed 3 nights in Feb 2019
Response from General Manager on Feb 19, 2019
Thank you for taking time to give us feedback and we are delighted that you had a pleasant stay with us. We look forward to welcoming you back to Kigali Serena Hotel.

10/10 Excellent

Susan

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2019
Response from General Manager on Feb 19, 2019
Dear Susan, Thank you for taking time to review our hotel and we are delighted that you enjoyed your stay with us. We look forward to welcoming you back to Kigali Serena Hotel. Warm Regards

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Best hotel in Kigali. Room is spacious. Food was delicious and staff are very friendly
Stayed 1 night in Dec 2018
Response from General Manager on Feb 19, 2019
Dear Guest, Thank you for taking time to review our hotel. We are delighted that you enjoyed your stay and we appreciate your compliments on our spacious rooms, food and staff. We were honoured to host you and look forward to welcoming you back to Kigali Serena Hotel. Warm Regards

6/10 Okay

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great stay but...
I enjoyed my stay except for a couple of things. This was a business trip and I need to iron stuff stuff for meetings except the hotel did not have a steam iron which by now is considered a regular iron. I didn't know that nonsteam irons are still made. The interest was weak which made communication (email, whatsapp, etc.) very frustrating. There were some days when cable channels did not work. Other than those issues, the staff were extremely courteous and friendly.
Stayed 7 nights in Dec 2018
Response from General Manager on Feb 19, 2019
Dear Guest, Thank you for taking time to give us feedback following you recent stay with us. We have noted your comments on the irons and will ensure that we procure steam irons. We increased our internet bandwidth and this had greatly improved the speed of connectivity and also the TV channels were resolved. Once again, thank you so much for your comments and we look forward to hosting you again. Kind Regards

4/10 Poor

Verified traveler

Liked: Cleanliness, room comfort
Disliked: Property conditions & facilities
The staff attitude and some facilities not 5 stars
Hotel is old. Staff is cold and smile is a commodity. I got stuck in the lift and had to bang to get myself out - it was scary. Same breakfast. Pool area is beautiful and gym are good. Housekeeping keep coming every other hour and gets into your room to check - no privacy.
Stayed 5 nights in Nov 2018

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Responsive staff, lovely amenities, wonderful breakfast, comfortable bed, welcome basket of fruit. AC did not work well at all and shower leaked and fridge did not get cold. Room service was prompt and accurate and food was good. Good internet
Stayed 7 nights in Oct 2018

10/10 Excellent

Seamus

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Another enjoyable dtay
Always enjoy the Serena. Great hotel.
Stayed 4 nights in Oct 2018

10/10 Excellent

Shradha

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Oct 2018

10/10 Excellent

Edmond, Uganda

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Amazing experience, state of the art gym, hotel Mercedes Chauffeurs very professional and all staff served us with a smile. Highly recommend. Breakfast too was yummy, eft us totally spoilt for choice. Kudos Serena Kigali
Stayed 2 nights in Aug 2018
Response from General Manager on Aug 22, 2018
Dear Edmond, Thank you for taking time to review our property and i am delighted that you had a pleasant stay with us. We appreciate your compliments on our gym, chauffeurs and breakfast. Once again thank you and we look forward to hosting you again in the not too distant future. Kind Regards Daniel Sambai General Manager

10/10 Excellent

ERIC

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jun 2018
Response from General Manager on Aug 24, 2018
Dear Eric, Thank you for giving us such a high rating and we are delighted that we were able to meet and exceed your expectations. Please do not hesitate to let us know what else we can do to make your future stays with us more relaxing. Warm Regards Daniel Sambai General Manager

10/10 Excellent

Susan

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Jun 2018
Response from General Manager on Jun 22, 2018
Dear Susan, Thank you for taking time to review our hotel and we are delighted that you had a pleasant stay with us. Please do not hesitate to let us know what else we can do to make your future stays more comfortable. Warm Regards Daniel Sambai