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Avis sur Kigali Serena Hotel

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

Avis

9,2

Merveilleux

Note des voyageurs de 10 (Excellent), d’après 79 avis sur 117." "
Note des voyageurs de 8 (Bien), d’après 24 avis sur 117." "
Note des voyageurs de 6 (Satisfaisant), d’après 8 avis sur 117." "
Note des voyageurs de 4 (Médiocre), d’après 6 avis sur 117." "
Note des voyageurs de 2 (Horrible), d’après 0 avis sur 117." "

9,4/10

Propreté

9,4/10

Personnel et service

9,0/10

Équipements

8,8/10

Infrastructures et conditions de l’hébergement

8,4/10

Écoresponsabilité

Avis

10/10 Excellent

ABDOU

Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Très satisfait
Magnifique hotel
Séjour de 3 nuits en mars 2019
Réponse de General Manager le 30 avr. 2019
Dear Abdou, Thank you for taking time to review our hotel. We constantly strive to meet and exceed our guests expectations and it is therefore delightful to note that you had a pleasant stay with us. We appreciate your feedback and look forward to welcoming you back to Kigali Serena Hotel. Warm Regards Daniel Sambai

8/10 Bien

jh, Bruxelles

Les points forts : Propreté et personnel et service
Hôtel correct pour Kigali. Calme, joli jardin. Petit déjeuner ok.
Séjour de 4 nuits en mai 2018
Réponse de General Manager le 29 mai 2018
Dear Guest, Thank you for taking time to review our hotel and we are delighted that you enjoyed your stay with us. We look forward to hosting you again during your next visit to Kigali! Kind Regards Daniel Sambai

8/10 Bien

maryvonne

Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Chambre correcte. Hôtel calme. Petit déjeuner moyen. Wifi bas débit
Séjour de 21 nuits en février 2018
Réponse de GM le 31 mars 2018
Dear Maryvonne, Thank you for taking time to review our hotel and we are delighted that you enjoyed your stay with us. We have noted your comments on the WiFi internet speeds and we will relook at the bandwith in order to improve on the same. We appreciate your feedback and look forward to hosting you again soon. Warm Regards Daniel Sambai General Manager

10/10 Excellent

CORINNE, LIBAN ET CONGO BZV

Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
CLIMATISATION A RENOVER AINSI QUE LES TELEVISIONS
TRES JOLIE HOTEL MAIS POURRAIT MIEUX FAIRE POUR UN 5 ETOILES COMME PAR EXEMPLE METTRE UNE CORBEILLE DE FRUITS. CHANGER LES CLIMATISEURS DES CHAMBRES PAR DES SPLITS PLUS RECENT ET FAISANT MOINS DE BRUIT ET LES TELEVISIONS PAR DES ECRANS PLAT ET INSONORISER UN PEU PLUS LES CHAMBRES CAR ON ENTTEND TOUT CE QUI SE PASSE DEHORS ET QUAND IL YA DE LA MUSIQUE CEST ENCORE PIRE. En dehors de sa les chambres sont propres, la salle de bain aussi mini bar impeccable, et l'hôtel est bien situé . Très bel Hôtel

10/10 Excellent

Kevin

Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement
Lovely lovely place
Séjour de 6 nuits en mars 2024

10/10 Excellent

Monica

Everything about this hotel was fantastic - the food, the spa services, the staff. 10/10
Séjour de 2 nuits en février 2024

8/10 Bien

Katherine

Les points forts : Propreté et personnel et 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.
Séjour de 4 nuits en novembre 2023

10/10 Excellent

ELLENOR

Voyage en couple
Les points forts : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
Nice outdoor pool.
Séjour de 2 nuits en août 2023

8/10 Bien

Kentaro

Séjour de 3 nuits en mai 2023

4/10 Médiocre

Sarah, Toronto

Voyage en couple
Les points forts : Personnel et service
Les points faibles : Propreté et infrastructures et conditions de l’hébergement
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.
Séjour de 1 nuit en mai 2023

8/10 Bien

Voyageur vérifié

Voyage d’affaires
Les points forts : Propreté, personnel et service, confort de la chambre
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..
Séjour de 5 nuits en avril 2023

10/10 Excellent

Greg

Les points forts : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
Séjour de 2 nuits en février 2023

10/10 Excellent

Emerson, Jackson

Voyage en famille
Les points forts : Propreté, personnel et service, équipements
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

Séjour de 1 nuit en novembre 2022

10/10 Excellent

Julia

4/10 Médiocre

Voyageur vérifié

Voyage d’affaires
Les points faibles : Infrastructures et conditions de l’hébergement
Not a 5 star hotel
Dated, old, not even close to a 5 star hotel.
Séjour de 2 nuits en octobre 2022
Réponse de Daniel Sambai General Manager le 1 nov. 2022
Thank you for taking time to give us candid feedback following your recent stay with us. We noted the areas of shortfall . We sincerely appreciated your feedback and we hope you will afford us another opportunity to be of service to you in the future. Warm Regards Daniel Sambai General Manager

10/10 Excellent

David

Voyage d’affaires
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Séjour de 2 nuits en octobre 2022
Réponse de Daniel Sambai General Manager le 1 nov. 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

Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Séjour de 1 nuit en août 2022

10/10 Excellent

Paul

Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Séjour de 1 nuit en juillet 2022

8/10 Bien

Patrick

Voyage d’affaires
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Séjour de 2 nuits en mai 2022

10/10 Excellent

Arthur

Voyage d’affaires
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
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!
Séjour de 2 nuits en janvier 2022
Réponse de General Manager le 22 janv. 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

Les points forts : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
.
Séjour de 2 nuits en novembre 2021
Réponse de General Manager le 16 nov. 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 Bien

Johannes

Séjour de 1 nuit en août 2021

6/10 Satisfaisant

Wen Jie

Séjour de 2 nuits en janvier 2021

8/10 Bien

NYIRARERWA

Séjour de 1 nuit en décembre 2020

4/10 Médiocre

Voyageur vérifié

Les points forts : Propreté et infrastructures et conditions de l’hébergement
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!
Séjour de 1 nuit en février 2020

6/10 Satisfaisant

Impyeong

Voyage d’affaires
Les points forts : Personnel et service et confort de la chambre
살짝 낡은 비싼 호텔 ㅋ
로비가 좁고 낡은 느낌입니다. 수영장은 예뻐요. 근처에 메리엇 호텔이 더 좋긴 해요. 살짝 비싸지만. 호텔 주변은 깔끔하고 안전합니다. 스텝들은 친절합니다.
Séjour de 4 nuits en février 2020

8/10 Bien

Voyageur vérifié

Les points forts : Propreté et personnel et 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.
Séjour de 3 nuits en janvier 2020

8/10 Bien

Voyageur vérifié

Les points forts : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
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.
Séjour de 1 nuit en janvier 2020

10/10 Excellent

Veronica

Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
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.
Séjour de 1 nuit en janvier 2020

10/10 Excellent

Voyageur vérifié

Les points forts : Propreté et personnel et service
Pleasant ambience and affravtive pool Good food alternatives
Séjour de 3 nuits en janvier 2020

10/10 Excellent

Veronica

Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
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.
Séjour de 2 nuits en décembre 2019

10/10 Excellent

Voyageur vérifié

Voyage d’affaires
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Serena Hotel - Kigali
excellent Property and amazing and very courteous staff. A jewel in the Serena chain.
Séjour de 3 nuits en décembre 2019

10/10 Excellent

Temwa

Voyage d’affaires
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Had an amazing time at the hotel
Séjour de 1 nuit en décembre 2019

8/10 Bien

Kristin

Voyage d’affaires
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Séjour de 6 nuits en novembre 2019

10/10 Excellent

Voyageur vérifié

Voyage d’affaires, Voyage en couple
Les points forts : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
From the time we arrived, to the time we left, the staff and amenities were top notch. I would definitely recommend the Serena.
Séjour de 4 nuits en novembre 2019

10/10 Excellent

Voyageur vérifié

Voyage en famille, Voyage en groupe
Les points forts : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
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.
Séjour de 2 nuits en août 2019
Réponse de General Manager le 2 nov. 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

Voyageur vérifié

Les points forts : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
Séjour de 1 nuit en septembre 2019
Réponse de General Manager le 2 nov. 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 Satisfaisant

N.K

Voyage d’affaires
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement
The standard rooms are poorly maintained. Shower not working or heating up
Séjour de 2 nuits en août 2019
Réponse de GM le 16 août 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

Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Séjour de 2 nuits en juin 2019
Réponse de GM le 18 juin 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

Voyageur vérifié

Séjour de 3 nuits en mai 2019
Réponse de GM le 18 juin 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

Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
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.
Séjour de 4 nuits en mai 2019
Réponse de GM le 18 juin 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

Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
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
Séjour de 5 nuits en avril 2019
Réponse de General Manager le 30 avr. 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

Voyage d’affaires
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement
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
Séjour de 4 nuits en avril 2019
Réponse de General Manager le 30 avr. 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

Voyageur vérifié

Voyage d’affaires
Les points forts : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
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.
Séjour de 5 nuits en avril 2019
Réponse de General Manager le 30 avr. 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

Voyageur vérifié

Les points forts : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
A wonderful place to get to after 33 hrs of traveling. Excellent staff in all areas.
Séjour de 1 nuit en avril 2019
Réponse de General Manager le 30 avr. 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 Médiocre

Voyageur vérifié

Voyage d’affaires
Les points forts : Propreté
Les points faibles : Personnel et 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.
Séjour de 1 nuit en mars 2019
Réponse de General Manager le 19 mars 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

Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
I always stays here when visiting Kigali, close to Marriott where our meetings are
Séjour de 3 nuits en février 2019
Réponse de General Manager le 19 févr. 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

Dirk

Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Séjour de 2 nuits en février 2019
Réponse de General Manager le 19 févr. 2019
Dear Dirk, Thank you for taking time to review our hotel and i am delighted that you had a pleasant stay with us. We look forward to welcoming you back to Kigali Serena Hotel.

10/10 Excellent

Susan

Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Séjour de 1 nuit en janvier 2019
Réponse de General Manager le 19 févr. 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