Checked in 13 Sep 2023 and checked out on the 17th. Excellent service. All the staff were cheerful and helpful. We made the most ridiculous requests but they always went out of their way to meet our requests. The rooms were clean and well maintained. Nice grounds, nice ambience. Safe and secure. All round excellent hotel. I would definitely stay here again when next I visit Kigali. And yes the Mongolian dinner was a hit!

In the mornings the shower is #Uncontrollable. One minute the water is too hot, the next minute it’s too cold. The rooms are decorated decently, the staff is mostly helpful. But!!! The prices charged for rooms and food are exorbitant with much newer lower priced facilities nearby like the Marriott and the Sheraton Four Points. Both offer more modern better quality accommodation at a much better value!

What a great experience. Compared to my other experiences in international hotels in the area I was pleasantly surprised. Staff are extremely professional and friendly. Great levels of communication from all levels. Food choice and quality was great with many choices of seating areas. The location is quiet enough and sound proofing between rooms is also very good. Rooms are tastefully decorated to a good level. Beds are comfortable and the TV has enough choice to please most. My only criticism was the communication around booking, which is still unanswered, as are the telephone numbers advertised on the website. The checkin process was very slow due to lack of staffing, not efficiencies of the staff at the counter.

Very nicely designed and well maintained. Breakfast was buffet and the selections were varied and tasty. Service at dining and room also very good, although it is better to dine at the formal dining room rather than your room. Unfortunately, I didn’t get a chance to try the pool, though looks grand. I only had 1 night to stay and I stayed in a standard room

I had dinner in this serene hotel and I totally loved it. The staff were so courteous, polite and helpful. Their customer service is so much on point. The hotel has a good ambience and the location is great. I will love to revisit on my next trip to Kigali.

Lovely hotel, top class with great amenities, conference, spa and gym. Wonderful pool area surrounded by a beautiful garden. Staff is friendly. Restaurant buffet with assortment of international and local cuisine. ATM on site. Smoking allowed in designated areas. Vegan food available. Local and international drinks on offer. Very clean all round.

Everyone is friendly and helpful, and the people at the restaurant go extra mile to take care of your needs! The music in the washroom is relaxing and the smell is awesome, I mean! Everything is perfect! The view and music piano at night is magnificent what everyone would ask for after a long day of work! I basically can’t wait to have a staycation and experience it all! I was wowed!

I visited the place and was very excited about everything delicious meal, customer care and much more, big up guys I really appreciated

I enjoyed my short stay. However, the service was rather slow, from the initial reservation, check-in, and check-out. I would recommend they have fewer staff at the front desk rather than the many, yet simple processes took longer than necessary.

wonderful hotel ever!!!!! i gave you full stars (5) because you are the best ever! last night was wonder nice rooms , nice pool, cool services and all things is available

This place is wonderful. The rooms are gorgeous and clean and the pool area is exotic and beautiful. The hotel is practically in the city center and the buffets here are legit. There's an array of freshly squeezed exotic juices and the entrees are all very delicious and high quality. Can't recommend enough!

ZERO STAR. I had a confirmed booking, and made sure to call to confirm there will be a driver to pick me up from the airport, and I was told the driver is waiting for me as soon as I get out of the airport. I got out of the airport, and the driver was outside holding a sing with two names (MINE NOT INCLUDED). The driver told me he couldn’t take me, when I asked him how I’ll get to the hotel he rudely told me to get a taxi. I called back the hotel to ask why the driver was not taking me, they acted surprised, and told me to take a taxi as well. I was confused if I was talking to the same staff that had reassured they had transport arranged for me just before I got out of the hotel. The driver was rude, and the receptionists were nonchalant about not booking my transport! Will never book Kigali Serena again, and only recommend it to those who want a taste of mediocrity, and to interact with untrained staff.

The location is so much accessible. It is near the road but at a quite place that is so classic Services are flawless as staff there is always busy for clients. Rooms are moderate

Definitely a place I would recommend business travelers. Great food, premium location.

A beautiful 5 star hotel. It host a number of recreational facilities and gym. It's ideal for families with children and toddlers. It's located at the leafy suburbs of Kigali city.

lack of customer service of Easter, the receptioniste! She needs to learn to respond client s questions.

It's a wonderful place and hotel that have all the possible things to submit yo a client

Lovely hotel and in particular the pool area. Staff very helpful and friendly and food is good. Central location makes it easy to get around and only 30mins from the airport

This is hands down the best hotel in town. Their breakfast buffet is to die for and their tandoori style chicken is absolutely amazing. Don’t forget to try a tree tomato!

Visited for a birthday spa treat given by my family. Spa experience was awesome. I would single out Prisca and Hannah. BUT this was ruined by Pendeza salon who did a terrible job. The two ladies were clueless. I stayed from 5:45-9:30pm (Salon only) and left with horrible nails. I would NOT recommend the salon. I don't mind paying SERENA rates for SERENA standard of service.

This service was a disappointment. We had an event at their conference center. They went heavy on the AC, and asking for it to be resolved was a long experience. We had a 6-hour event and they never came to turn down the AC. The meal that we were served after the cold event was the most bland meal I have ever eaten in any establishment. They had variety, but it felt like they ran out of spices and seasoning. The dessert made up for that disappointment. Great location, beautiful hotel and impressive conference facilities. Just the AC thing and the meal.

5 star expérience,+ if you need a haircut you can go to the hair saloon deodaste will take very good care of you.

Was there over for graduation and the service was great, prompt and quality. The hotel 🏨 is located in a nice place in town that is very clean and quickly accessible

Good environment, services delicious meals and great conference rooms and bed rooms.

Very good breakfast and dinner. Nice staff. The room and water system was a bit outdated. Good stay.

Such a good wholesome hotel with a FABULOUS lunch buffet on a Saturday!! Highly recommended. The bbq was insanely good!!! The rooms are generous and lush. They deliver on a 5 star promise. Best 5 star property in the city. Traditional and well run with a western breakfast as well as a great selection of local food.

Among the Top destinations in Kigali, good restaurants, good rooms, nice view, good service. The restaurants have diverse menus. The price is affordable but a bit higher than other similar places.

My 2nd Serena location after spending a couple of nights at Serena Goma 3 months ago. I chose Serena Kigali specifically and was not at all disappointed. The rooms are excellent, the staff fantastic, and the breakfast buffet delicious. My room service meals during covid quarantine also left nothing out. I am going back in a few weeks and looking forward to it again

The hotel continued to maintain the culture as Kigali Serena hotel, the colour, mood and the environment, still the same, but updated and you can't tell. This is so amazing.

Nice hotel and staff. The first stay it took over 3 hours to convince the staff to move me to a room with working AC and that took multiple escalations through hotel management. A week later I was back and this time it took 3 different rooms before there was a room with working AC. 4 other parties in my group had the same issue over both stays. While I'm chalking the lack of mechanical maintenance up to Coivd staffing impact it should not take hours and escalations to switch rooms in an uncrowded hotel.

It was terrible Everyone there seemed so confused, had us walking around for like 20 minutes before they could seat us. Terrible service, they were rude and just wasted our time. I'd suggest you stay somewhere else

The worst food we had in Africa during our 17 day trip. The service was sub par and the bartender couldn’t make a simple classic cocktail. I would never stay here again.

Great hotel! Very nice rooms and food. AMAZING service! My server for lunch, Enock, was in training. He was so friendly and attentive. I appreciated his service!

It's located in a secure location, close to many offices and other hotels. Food was good too although with dessert, they vous add more to the menu. Very friendly staff too. Loved it

Just got served by Enok the trainee. He gave us fantastic service. Would love to see him at the hotel again. Murakoze!

Very nice hotel Clean .beautiful . Lunch buffet is excellent. Courteous staff ,eager to assist

Beautiful lunch buffet and dinner good stuff and ambiance for all ages - swimming pool plus gym are amazing. Highly recommend it

I was in a room with the AC not going for 3 days and the front desk staff refused to do nothing about it. I had to ask for the supervisor to get a change of room. The supervisor was very nice and my family and I was moved immediately. Breakfast is delicious but the staffs have a nasty attitude however the staffs at dinner are friendly and well trained. Ask for Angel and Enock.

Great stay and averagr service. The room was a little dusty but was cleaned and carpets were not cleaned after the last guest departed. It was attended to at my own request from the service staff on the floor. Overall cleaning needs to be attended too! Dining room floors were slippery from oil or food residue and the cutlery and Crockery need to be cleaned separately from vessels containing eggs as all the Dining items smell strongly of egg. It's very unpleasant for vegetarian.

The hotel location is great, close to many nearby amenities and the city centre. Very clean and spacious rooms, the restaurant is great with a wide variety of local and international cuisine.

Not what I would consider a 5 star hotel. Room needs major update. Main chairs had stains on them. The wall next to the bed and bathroom walls had stains as well. Tub was dirty and shelf inside the shower was broken. Mini bar was empty and no coffee or tea options inside the room. Buffet was decent and staff were nice. I didn’t use the pool facility so can’t comment on that.

Serena Kigali always contributes to an enhanced experience in Kigali. Location is good service is kind and attentive, rooms are excellent and the pool area is a gem. Prices are comparable to hotels that do not provide half the service.

I had a very bad experience there. It's not worth paying so much money to this hotel. 1. I checked in at 10:30pm on Saturday. The receptionist said that the room was not ready. At the end I waiterd for 10minutes at the lobby, and I cannot believe why the room is not ready at 10:30pm. 2. I dit not have hot water and needed to call the maintenance guy three nights in a row. On the third night, I asked the hotel to change the room and they said there is no availability. They asked me to change the room at 11:00am on the following day. Next day, I went to the reception and they had no idea on what I talked with the reception the day before. A lady was reluctant to give me a new room. At the end, the manager gave me a new room, but it was so tiring. 3. I used a restaurant next to the pool. The risotto was too salty and even I found a hair in the dish..... This is a 5-star hotel and expensive. I was very dissappointed at staying there.

We stayed at the Kigali Serena Hotel for a week in July 2022. We had a very positive experience at the hotel. The rooms were very clean and comfortable, the breakfast buffet was outstanding and the fitness room was well equipped. The hotel is well staffed and they were very helpful to us. When our luggage was lost by our airline, the hotel manager called the airport to assist in resolving the problem and to ensure the hotel driver was able to pick-up our luggage. I highly recommend the Kigali Serena and would stay at this hotel again if I am in Kigali.

I always look forward to any occasion taking me to this hotel; from a simple meet-and-greet to a high-end function, disappointment has never been on the agenda. The staff are professional, the GM himself will go the extra mile to work out any wild desire you might come up with. Definitely worth a five-star ranking!

Five stars for what may be the nicest hotel in Kigali. Nice location (try and get a room facing the pool), pretty roooms, great staff and tremendous breakfast buffet. After that, didn’t want dinner buffet and a la carte choices weren’t very good.

My stay at this hotel was like a movie. From the amazing personnel, to the wide variety of food, the pool, the clean rooms, had even a salon, gym…..my mind was blown. My first time in Rwanda was memorable. Thank you Hillary!

Really disappointed and I used to love this hotel. we had book massages for 3 people. They call us the day of the appointment to ask us to come later because someone was sick. When we arrived as they asked, they say someone in their staff had book it for only one person, even though they took the name of each person and confirmed the booking twice. Strangely we saw two people beign registered just before us without any reservation. They call us at the time of the appointment when we we’re already there and had to cancel everything, not even one gesture or excuse from the staff. Even though the restaurant and the atmosphere of the hotel is very nice, the service and organisation is not at the same level. Be careful to double or triple check everything you book, staff is not reliable