Amazing friendly staff, they made the stay enjoyable, kudos to the whole team ( except one individual- read below :), facilities were also great and the room, spacious and comfortable.

The staff was generally good, friendly, helpful, professional, dedicated to making our stay, as comfortable and memorable as possible. There was however, one individual (member of the kitchen staff) who seemed to be the opposite, having loudly (louder than any of the other guests) his private conversation in front of guests. While it’s not a capital crime, I don’t think it meets the high standards Serena is aiming for.

The Serena downtown Kigali is a popular hotel in town, and it has a very good reputation for stay-cations. My wife and I decided to try this out for our anniversary, and it was a pleasant stay. We had a nice massage in their spa and poolside drinks and dinner. The next morning, the breakfast was a very nice spread, and the front desk was able to arrange a late checkout, which was very much appreciated.

The rooms seemed a little dated and worn, but were still comfortable. Service was alright, but not over the top for the price of the stay. Overall, there isn't much to complain about unless you want to nitpick at some things.

Very quiet, excellent breakfast buffet, very large and comfortable room. Great desk for work and internet fast and reliable

Very limited room service menu. Booked for a massage and facial for 2pm..I was told to get there early to use sauna first. I got there 1.20pm…not provided a towel or gown or shower cap…I sorted myself. I was told they would call me at 2pm, they did not. Begun my session at 2.20pm and ended at the scheduled time so I lost 20mins…

I liked everything the compound the breakfast and the staff are so friendly specially staff in ghe restaurant, however room service is poor I wanted coffee capsules that were not in gge room and I had to call four times before someone arrived with just two capsules after three hours waiting, I found this unacceptable from a high standard hotel like Serena, this of course will not stop me from coming back but just commenting for improvement,

Room service

This is a beautiful hotel with very large and comfortable rooms. Great bathroom. We had a balcony as we were looking over the pool. Breakfast buffet was delicious and dinner buffet was good if you like to eat dinner that way! Comfortable lounge to have coffee or light meals. The pool is huge and looks beautiful but it is very cold. Spa facilities are also beautiful.

Nothing!

The breakfast was complete and i liked dresh fruits and drinks. The morning group running was very nice experience for me. Also the gym and pool was very good. The location was very safe and near the main attractions

I wased asked for a two single bed but they only gave me a single big bed and as i was traveling with a colleague it was a little bit disturbing

The Mongolian barbecue on Friday was worth it. The reception service checking in and out was very prompt. The swimming pool area was very beautiful.

Perhaps the swimming pool could be heated on colder days/nights.

Beautiful room with pool view. Very clean & well stocked amenities. The staff is absolutely the best. Davis, the concierge manager, was kind & helpful to us in every way. He made our 2 night stay there perfect. The wait staff were all extremely courteous & welcoming.

I felt that the cost of the food & wines was a bit high.

Loved the breakfast, very great choices of food. It wasn’t a limited Buffett and the service was excellent! I love the customer service in total, food and environment great!

Whilst the customer service is great, there’s need to improve in the speed at which service is delivered. People order and it takes too long for it to be delivered. Happened to me and some of my friends.

Size of room, bathroom good, spacious, modern, good air conditioning, nice ambience.

Card machine initially refused card, balcony not private enough, wrong room allocated twice, check in a nightmare