Kigali Serena Hotel

We only stayed here one night, but we were pretty impressed. Large, clean, comfy room. Friendly and helpful staff. We ate at the buffet restaurant for dinner and breakfast. All great. The pool reminds me of Honolulu. This is Kigali?

Probably the best place I've been so far. The view is enticing, their brunch is the best and has such a wide variety that it is impossible not to feel included then their service is on top. Very mindful of their customers, very attentive. Honestly it is so great.

This place is a Shangri-la amongst the hustle-bustle of Kigali. Rooms are spacious, the food is very good (especially the Indian cuisine), the services (like massage, haircut, and pedicure) are excellent, and the view of the pool and garden is lovely. We really enjoyed our stay!

I had an excellent stay at Kigali Serena. The service was consistently good, with a special mention to Angel from Customer Service who went above and beyond to assist. The staff throughout the hotel were friendly and professional.The breakfast spread was impressive, offering a wide variety of delicious options to start the day. The hotel represents great value for money and is perfectly located for both business and leisure travelers.While the Maisha Spa was a bit underwhelming and could use some improvements, this did not detract much from the overall experience.In summary, Kigali Serena is an excellent choice for anyone visiting Kigali.

I previously left a one-star review after an extremely disappointing experience at Serena Hotel, where a cockroach was found on the salad bar. When I raised the issue, the manager was dismissive, and the server responded rudely. Rather than addressing the issue sincerely, the hotel responded with what appears to be a generic, AI-generated apology. I even ran their comment through an AI detector — it was clearly not a human-crafted message. They provided an email for a “proper apology,” but after reaching out, I have yet to receive any response. This shows a lack of accountability and genuine care for their customers. What’s even more troubling is what happened after my review. I noticed that before my post, reviews were infrequent — typically one or two every few months. But immediately after my one-star review, a sudden surge of five-star reviews appeared, which seems suspicious. It’s not difficult to have staff or affiliates post glowing reviews to suppress criticism, and it’s unfortunate that the hotel seems more concerned with its online image than its actual service quality. To add to that, the hotel rooms are outdated, and despite being in clear competition with newer establishments like Marriott, the level of service and quality does not justify the high pricing. My friend and I paid 55,000 RWF for a meal that was grossly overpriced considering the experience and the standards of hospitality in Rwanda. We had hoped Serena would offer a luxury experience worth returning to. Unfortunately, this experience has convinced me, my family, and my friends to take our business elsewhere. I sincerely hope the hotel chooses to prioritize genuine guest care over digital reputation management.

Definitely more business than cultural. Still very comfortable, very quiet a/c, and rooms with decks out to a beautiful central pool. The breakfast buffet has everything!! The staff were very helpful and efficient. Make sure to put out a Do Not Disturb as housekeeping likes to get an early start.

The cleanliness and service at this hotel are truly exceptional. I felt both at home and treated with the utmost care, just like family! The spacious room provided comfort beyond expectation, and every request was met with prompt and high-quality service. The hotel menu offers a wide selection of fresh, delicious meals at an impressively affordable rate for a five-star establishment. Having stayed at Serena with my family on three previous visits to Rwanda, my latest experience reaffirmed my choice. Without a doubt, I will be returning.

We checked in and out of this hotel 3 times during our Rwandan tour. It is efficient, very comfortable and the staff are friendly and helpful. Whilst it lacks the charm of smaller establishments, it is an excellent base from which to explore Rwanda. The rooms are well apportioned, there is a complimentary mini bar and good food at the restaurant. The one or two issues we had were quickly attended to. Minus one star because it's impossible to sleep in because the breakfast music is blaring from 6h00. I don't see the need for any music at breakfast, and it's rubbish music (think cheesy elevator or "Please hold, your call is important to us" type music"). Secondly, they provide an inadequate creamer instead of fresh milk for coffee. I did not try to call for milk, so I don't know if they will accommodate a request for some.