Mountain View Hotel & Apartment — Hotel in Kigali City

Not recommendable!!!!

A dispute about their fraudulous customer policy ended almost in the manager locking me up in the compound and ordering his security guard to attack me. I felt very threatened in this moment and feared for my life.

I stayed at the Mountain View Hotel from 12/05 - 13/05/2025 and booked the accommodation via booking.com. The dispute started with the manager denying a hotel service that has been advertised on booking.com (see picture attached). They advertise their hotel with a free shuttle service that I wanted to use in order to be brought to the airport. The manager rejected my request and argued that I had to stay at least two nights at the hotel in order to be eligible to this service. Nothing of what he stated has been advertised at the broadcasting of the hotel.

I insisted of the free shuttle. After he still denied, I paid my expenses for my food and drinks and refused to pay the costs for the accommodation and indicated to him that we are going to settle this dispute via booking.com. My credit card serves at booking.com for safety and security reasons. Him not interested in finding a solution, advised his security guard to lock the gate and approach me. I had to run in order to make it outside the hotel compound and had to scream for help that the guard was not attacking me.

After people from the area getting interested in this case the manager agreed to call a taxi and the hotel paying for it. When the taxi driver was arriving the manager still tried to fool me as he advised the taxi driver in kinyarwanda that he will be paid by me at the airport. The manager is called “Gaspar.“ After I asked the taxi driver state in English in front of the hotel that the hotel is affording the ride to the airport and recorded this on video, I approved to pay the bill for the hotel. Even there the manager tried to trick me and instead of $44,73 he put $49,30. Fortunately I noticed and complained again. All was observed by members of the stuff, especially the security guards, guests and locals. Unfortunately no police was in the area.

I felt very intimidated by him. The stay of the hotel was in general bad and overshadowed by a hotel party that was going until 01:30 AM with unbelievably loud music and usage of microphone. I choose Mountain View Hotel in order to have a calm night before my flight back to Germany. The manager just smiled at me and called it „difficult“ to calm the drunk crowd.

This man is obviously not up for the task of managing a hotel. I hope that your entity takes this complaint seriously. I like Rwanda and have been here many times, but this behavior is absolutely unacceptable. Actually it is fraud when you advertised a service that you are actually constraining with an intransparent hotel policy.

I highly recommend NOT to stay in this hotel in order to avoid similar experiences with this disastrous hotel management. One of my worst hotel...

I booked this hotel because of the good reviews, room description and photos. Also the location is very convenient to the genocide memorial - a 15 minute walk. Otherwise the location was not great with respect to restaurants and convenience stores. The free airport shuttle turned out to cost $25USD because we stayed only one night. The one bedroom apartment turned out to be a shared living space with 3 lockout bedrooms each with bath - kind of like a nice college dorm. There was no one in the other 2 rooms so we had the living space to ourselves but the kitchen was stripped bare- no appliances, no serve ware, no kettle, no glasses. So we went up to bar to buy bottled water but they didn’t have any so we had to walk to pool bar. The apt was clean but the sliding glass door would not close and the toilet leaked. There was AC but we couldn’t figure out how to use it so we opened windows. The bar/meal service was slow and convoluted. They didn’t have any diet sodas. Dinner (soup & a salad) took 2 hours and there was only one other occupied table who had already eaten and just sat there for 2 hours playing with their phones. Breakfast also took an hour even when we told them up front we had to eat fast to meet our driver. We weren’t even served coffee until we waited 30 minutes. And we were even the only...

I booked one of their 2 bedroom apartments for just under a week and had a very comfortable stay. The hotel was very clean and the staff were attentive and very professional. The beds were comfortable and the living area had everything we needed. The kitchenette had all the things you would expect to enable you to self cater should you choose to. The hotel is well located for getting to local places of interest and the hotel minibus was always available to take you where you needed to go for a reasonable fee. My arrival was very early and departure was very late but I was allowed to check in and check out according to my flight times unlike most hotels that have rigid check in and check out times. The shower did run hot and cold at times due to other people using water but this was a minor irritation. The breakfast was delicious and well presented. This is not the Sheraton, it is a budget hotel, but for the price I paid I was pleasantly surprised at the overall standard of this hotel. I would...