Kigali Marriott Hotel

Comfortable and pleasant stay. Very responsive and helpful hotel staff.

Good hotel and very clean

Where to begin. The warmth and smiles of the hotel staff was evident throughout our stay. Emmanuel checked us in promptly and provided us with a beautiful room that was spotless, comfortable and well stocked with towels, shampoo, water etc. And the bed was so comfortable with lovely linens you hate to leave it. We were escorted to our room by Benon, a charming young man who familiarized us with our room and its features and was most helpful throughout our stay. Our breakfast staff were equally warm and charming sitting us promptly, offering hot drinks and directing us to the plentiful buffet. My order for an omelette was delivered quickly and as ordered. To summarize - outstanding staff, excellent bar service, thank you Eugene, many food choices and a meticulously maintained room … who could ask for anything more! P.S. Do have dinner at the hotel’s Italian restaurant Cucina. You’ll find our review there too.

This is an immaculate property with very attentive staff. The food options, whether breakfast buffet, room service or restaurant were all varied, and delicious. The decor and lighting were eye catching and the high lobby ceiling overlooking the dining below and outside areas were exquisitely executed. Fantastic property.

Not too many choices for “luxury” hotels in Kigali, therefore this hotel may not have any impetus to improve on its shortcomings. Service was very poor and oftentimes the staff were inept at answering basic questions or following simple instructions. Requesting a double shot of espresso in cappuccino at breakfast for one member of our party but not others led to utter confusion for the server. The boiled eggs were so overdone that their yolks were through and through grey. Servers taking our orders did not know the difference between soft, medium, or hard boiled eggs. I had to return an omelette because the cheese inside had not even melted and it was taken off the pan. Every question was met with a blank look. Housekeeping was equally odd - the bathroom had two towels and a bar of soap in the name of amenities. When asked for more towels, at 10am, housekeeping rang our bell at 10pm with the towels! The next morning, at 7am our bell rang again with a staff member asking if we have any laundry. Ridiculous. Also, while we were out for the day, the room was supposedly serviced, but I’m not sure how, because amenities (like towels) were not replenished and the bathroom was still in the same state as when we left it in the morning.

It had to be at this hotel for all places to be robbed. I left my phone in my room charging thinking it would be safe while I go have breakfast. I was weirdly unwell that afternoon, so when I got back to my room, I took a nap and when I woke up is when I realised that my phone was missing. I asked around from my coworkers, thinking I had left it in the conference room, but to no avail. Later, I remembered that I actually left it on charge. Spoke to security and all I can say was they gave me the worst service ever! I felt like I was alone, a foreigner in a country with nowhere to begin to find it. I really hoped they could at least see CCTV footage of the last person to enter my room but guess what? The CCTV doesn't work. If you value your safety, don't stay here.