Kigali Marriott Hotel — Hotel in Kigali City

Well wow, what an unpleasant experience, definitely NOT Marriott nor 5-Star Standard.

After a long day of travel we decided to book a night at the Marriot in Kigali. Myself, hubby and our 7year old. Made reservation via phone enroute to the establishment/hotel. Entrance from security was awkward & weird, them not knowing where to tell us where to go. We found parking on the furthest end of the parking area. It was raining at that point, we took our luggage out of the car...no assistance there...a Marriot employee walked straight passed us with an umbrella not even offering us cover ( myself and my 7 year old son), past numerous staff members not a single one offered assistance with luggage. We maybe did not look important enough...after a long day of travelling...

Entering the Hotel with our luggage we had to put all our luggage through a very small handbag scanner machine...bizarre to say the least, I asked if this was the normal process of checking in, which no one replied. We proceeded to the receptionist/reservation desk which needs welcoming training and also training on selling the right room to the right guest. Also info received is breakfast time, he pointed to the two different styles restaurants (Italian & A la Carte) and told us the spa is on B2, my husband asked if this is the only information we needed, they said yes and we went up to the room. We are 3 people, 2 adults and a child they gave us a twin room that is set up for 1 person (1x bathrobe, 1x towel, etc.) , 2 beds (three quarter beds) bare in mind we did not asked for a twin room, we only stated we two adults and one child. When we got to the room we were shocked, now after this we decided lets go eat dinner, we tired and hungry.....We decided to eat Italian.....well got to the Italian restaurant within the Marriot to find out they only open at 5pm....we were not informed that it was not an all day dining restaurant. At this point my husband has had it, so we decided to rather check out....we did not want see other rooms at this point we just wanted to leave and book at the Serena or Radisson. So while we were sitting on the couches awaiting check-out, the front office manager ( cant use his name for he did not introduce himself to us) rather chose to insult us by saying and assuming that the room rate was to expensive for us, and maybe we want discount, that's why we want to leave. We have never been insulted like that in our lives ever. Disgusted with our experience and treatment.

We were actually looking forward visiting the Marriot in Kigali, first try, never again. We will stick with the Serena, friendly and very warm from the security, straight through you feel the...

I hope someone in management sees this.

There are some policies you put in place that can endanger guests or make your hotel liable.

My sister checked into this hotel on Tuesday and I was having trouble reaching her. She had mentioned prior that she was unwell, so I was really concerned when I couldn't reach her on her mobile.

I called the hotel reception about 5 times telling them about the situation and how I didn't know her room number but had a video call earlier today and each time they would ask me repeatedly to spell the name ,so they can check then tell me the name was not on their system. No such person checked-in.

At some point I had thought something really bad had happened. I was confused and frustrated, also wondering if she another name to check in.

Then thankfully after 2 hours ,I was able to reach her.

I called the hotel reception back and asked them if my sister was there and this time mentioned her room number and magically she suddenly appeared on their system ,in fact the facility manager didn't even ask me to spell the name while she checked because, she knew my number due to the frequent calls I had made.

When queried her for lying, the facility manager had the nerve to tell me that for the privacy of the guest they can't confirm if the person was at the hotel.

I was livid. She lied to me repeatedly saying my sister wasn't even on the system... no name like that. I had almost involved the police.

What i she had slipped and fell ? And wasn't near her phone to call for help and couldn't get the hotel intercom? Then what?

You owe your guests a duty of care. Best thing you could have done was inform me the caller on the first call " I'm sorry we can't confirm if the person you've mentioned is staying with us for the privacy of our guests".

Then reach out to the guest and inform them,someone is trying to get through but has not been successful and you were calling to check if they're OK.

You may have just saved a life and please stop lying. That was...

I have been staying at the Kigali Marriott since 2018, and after my most recent one-month stay, I can confidently say that the hotel continues to exceed expectations in every possible way. The level of service, professionalism, and warmth from the entire staff truly makes it feel like a second home. A special shoutout to Ben Magambo, who does his work with such care and grace—always dependable and welcoming. His consistent professionalism sets the tone from the moment you arrive. In the Executive Lounge, Sharon is a bright light. Her warm, genuine smile and thoughtful service elevate every visit. She has a gift for hospitality that instantly makes guests feel at ease. At the front desk, Rana and Annah are outstanding. Their efficiency, attention to detail, and kind demeanor made check-in and all subsequent interactions smooth and pleasant. They always go the extra mile. The hostesses, especially Nadine, Sandra and Linda, embody everything you’d hope for in hospitality—professional, courteous, and sincerely welcoming. They, along with the rest of the team, make every guest feel like a VIP. At Soho, my coffee mama Muanayidi deserves special recognition. She made sure I always had my coffee, and starting my mornings with kindness and care. Her personal attention made each day feel a little brighter. I also want to express deep appreciation for my room attendants. Rosine, during this stay, was meticulous, thoughtful, and incredibly kind. On a previous visit, Peace provided equally exceptional service. Their attention to detail and personal touch made all the difference. Over the years, I’ve watched this hotel maintain the highest standard of service and hospitality. Every member of the team—from housekeeping to management—seems genuinely committed to making each guest’s stay memorable. If you’re visiting Kigali and looking for world-class comfort with a personal touch, look no further than the Kigali Marriott. It is, without a doubt, the best...