Name: Kigali Serena Hotel
Address: KN 3 Ave, Kigali, RW

10/10

Exceptional

07 Jul 2026

Hardeep

Wonderful service especially the staff at the restaurant. Emma NK served us daily and was extremely helpful, attentive, and kind. Wonderful stay and would highly recommend it.

Friends

10/10

Exceptional

29 Jun 2026

Igor

Excellent property for staying in Kigali after long flights and before gorilla trekking.

Friends

10/10

Exceptional

20 Jun 2026

Recoldemon

The Kigali Serena was perfection!!! The staff and principles were friendly and went above and beyond to make my stay the best possible

Self

10/10

Exceptional

05 May 2026

Faisal

Clean room and polite staff

Self

10/10

Exceptional

13 Apr 2026

Molly

It is always a pleasure to stay at the Serena. Your staff is superb!

Partner

10/10

Exceptional

22 Mar 2026

D J

An oasis in the central CBD area of Kigali, with diverse menus and good service

Self

10/10

Exceptional

13 Mar 2026

Thomas

Great place with a great location and good pool area. Good breakfast and the service is good allover

Partner

10/10

Exceptional

23 Feb 2026

Agatha

Yes

Partner

6/10

Pleasant

07 Feb 2026

STEFAN

Property and room a little dated
TV did not work
Staff very friendly
Very good breakfast

10/10

Exceptional

31 Jan 2026

James

Excellent

10/10

Exceptional

20 Jan 2026

Jerome

Such a warm friendly staff, stunning pool area. Wonderful buffet breakfast with custom egg dishes. For lunch or dinner the poolside restaurant has a nice variety and is delicious.

Leisure Self

8/10

Excellent

18 Jan 2026

Mark

Nice large pool, great breakfast and attentive staff.

Leisure Partner

10/10

Exceptional

06 Jan 2026

Jerome

Impeccable: wonderful staff, cleanliness immaculate , friendliness, comfort and an awesome breakfast buffet.

Leisure Self

8/10

Excellent

25 Dec 2025

Peder

We had an excellent stay, except for the lack of hot water on the day of arrival. They kept telling us that the hot water will be back in half an hour, but I think it took
10 hours before we could take hot shower after travelling for 24 hours.
After that we had an amazing stay. The hotel is located a short walk from the city centre and is absolutely worth a visit.
The staff are friendly and very polite. The food is mainly good except for a bad experience with an entrecôte that was not tender at all. The pepper steak was marvellous. All in all we had a marvellous stay. 👍😎

Partner

10/10

Exceptional

24 Dec 2025

Ntunga

Excellent customer service

10/10

Exceptional

23 Dec 2025

Sosan

Grand hotel. Staff are excellent. Room are clean but need some updates and maintenance works

Leisure Family

8/10

Excellent

21 Dec 2025

Afonso Mario

Please heat the pool

Business Self

8/10

Excellent

11 Dec 2025

Oscar

The staff were courteous and the room was very clean.

Business_and_leisure Partner

10/10

Exceptional

08 Nov 2025

Chirag

Great stay with lovely views

10/10

Exceptional

07 Nov 2025

Omar

10/10

8/10

Excellent

03 Nov 2025

Jason

good

Business_and_leisure

8/10

Excellent

28 Oct 2025

Domenico

No time for that

Business

10/10

Exceptional

15 Oct 2025

Gerard

Excellent in all respects all the staff are lovely well done

Leisure Partner

10/10

Exceptional

23 Sep 2025

Linda

Room was amazing. Robes, slippers, rain shower, oversized bath towels. Spa available. Dining room for breakfast and dinner was fabulous. Had the best steak I’ve had in a long time.

8/10

Excellent

15 Sep 2025

Nadine

Nice

10/10

Exceptional

10 Sep 2025

John

Gym

4/10

Poor

12 Aug 2025

Robert

The room was very substandard for a hotel of this category. Lack of hot water, coffee machines that have no outlets to plug in… more importantly, I forgot a phone charger and despite my repeated calls to find it, the staff always promise to call me back, however, it did not happen. The staff at the breakfast area were very nice though. Despite this review, I doubt anyone will contact me.

Leisure

10/10

Exceptional

25 Jul 2025

Laura

This hotel really feels like an African hotel. Its beautiful decor, friendly staff and delicious breakfasts are the best of Rwanda. It might not be as modern as some of the large chains but I definitely will be back.

Business Self

10/10

Exceptional

25 Jul 2025

Marion

Serena Kigali is always a sure bet. The staff is friendly, the rooms are clean and big, and the breakfast options are plentiful.

Business

10/10

Exceptional

14 Jun 2025

Robert

Friendly and helpful staff. Good food.

10/10

Exceptional

04 Jun 2025

Jonathan

Great all the way around

Business Self

10/10

Exceptional

28 May 2025

Deborah

Love this hotel! Great rooms, wonderful pool area and tables overlooking the pool. Very chill and peaceful.

Business Self

4/10

Poor

16 Mar 2025

Yakup

Very Bad Front Office Staff

This hotel is a notable landmark in Kigali and Rwanda. I was really looking forward to staying here and paid around $250 for one night. I arrived around 15:00, which is well after the check-in time, and ended up waiting over 30 minutes for my room card. The Front Office staff was quite slow and kept asking when I had made my reservation.

During the wait, nothing was offered—not even a glass of water. Finally, after 30 minutes, I got my room card, only to find the room was dirty and not the one I had booked. Frustrated, I went back down with the porter, Steven, who was the only friendly face I encountered, and he helped me get a bigger room.

The way the situation was handled was not very professional. We had dinner at the hotel’s buffet, which was decent, but I expected at least a complimentary or discounted meal as an apology for the inconvenience.

The pool area is beautiful, but the rooms are in need of some maintenance. I regret that my stay was unpleasant, and I hope the hotel can address these issues and provide better training for the Front Office staff.

Business

10/10

Exceptional

01 Feb 2025

Andrea

Great customer service and beautiful pool and spa.

Business_and_leisure Partner

10/10

Exceptional

13 Jan 2025

gail

Flight delays and lost luggage resulted in a 4AM check in. The staff was extremely helpful!

Leisure

10/10

Exceptional

07 Jan 2025

SOMORIN AHMED

Great gym, and a wonderful pool. The service was great everyone was attentive and ensure all your needs were meet. I would definitely stay again.

Business Partner

10/10

Exceptional

03 Dec 2024

Noel

Very professional staff

Business_and_leisure Family

8/10

Excellent

09 Nov 2024

Boubacar

Location

Business Self

4/10

Poor

20 Aug 2024

Michel

I’ve stayed at other Serena hotels which are excellent. This location is not a 5 starts hotel but it is charged as a 5 star hotel. The rooms are small and the service is average. This particular location should be charged and considered a 2 or 3 star hotel at the maximum.

Leisure Partner

10/10

Exceptional

27 Jun 2024

Priscilla

5 star quality service

10/10

Exceptional

23 Mar 2024

Kevin

Lovely lovely place

10/10

Exceptional

21 Feb 2024

Monica

Everything about this hotel was fantastic - the food, the spa services, the staff. 10/10

Leisure

10/10

Exceptional

19 Feb 2024

Charles

Great feeling

Self

8/10

Excellent

28 Nov 2023

Katherine

The restaurant Milima was superb, exceptional variety and abundance. Hotel staff were friendly and professional. Room while spacious showed signs of age and lack of attention to detail. Cracked lampshade, 2 lamps not working, telephone disconnected, no coffee maker until Day 3. All things were rectified once notified. Not what I expected from 5 star hotel.

Leisure Self

10/10

Exceptional

31 Aug 2023

ELLENOR

Nice outdoor pool.

Leisure Partner

4/10

Poor

10 May 2023

Sarah

The staff are friendly and willing to help. The room was nice, but very dated. The shower has spots of mould on the walls, there is a ton of caulking to help it from leaking, but it still leaks, and the shower head was broken. That would be fine… except it was clear the room that not been completely cleaned. There was leftover food in the mini fridge, plastic Tupperware in the drawers, and dirty cotton swabs on the floor.

Leisure Partner

8/10

Excellent

03 May 2023

Verified traveler

A bit out-of-date

The service was good, breakfast great and the rooms were very large, but definitely out-of-date. The shower in particular was quite bad, the water never got very hot and sometimes was barely warm. The rest of the room was also a bit dated..

Business

10/10

Exceptional

28 Dec 2022

Emerson

Even though built years ago, still a great hotel! Quality construction and appointments. Spacious rooms and bathrooms … at least room 338 was! Food excellent in restaurant.

Leisure Family

10/10

Exceptional

17 Jan 2022

Arthur

My top choice when visiting Rwanda!

The Kigali Serena is a fabulous place to stay when visiting Rwanda. They have fantastic customer service, rooms are very clean, and they have a lovely lounge/patio seating area by the pool when they often have live music. They have one of the best breakfast buffets in all of Rwanda so don’t skip breakfast!

Business

10/10

Exceptional

08 Nov 2021

castro

.

Leisure Self

4/10

Poor

26 Feb 2020

Verified traveler

It was a nice hotel but beware they charge $35 USD for an airport shuttle which I thought was free. I called from the airport and they said they would send someone in 20 mins. One hour later I called back and they said oops, someone is coming in 20 mins. She said I could take a cab but I said I didn't want to have to pay for it and would rather wait if it was free. The next day at checkout there was a 35USD charge. Very frustrating that it isn't listed online and that she didn't tell me that when I called. They were not helpful at the front desk with fixing this concern or getting a manager despite my request. I also paid the driver 20USD because I thought it was free and he took me to the genocide museum and waited for me outside for an hour. So I paid $55 USD for that airport transfer! :( Not happy!

Leisure Self

8/10

Excellent

21 Jan 2020

Verified traveler

Good staff, pool area and breakfast. Definitely needs some upgrading as it shows it’s age. USB ports in the rooms would be great and the beds have seen better days. I could feel the springs digging into my hip. Lots of repairs needed with knobs, cabinet doors coming apart when you touched them. Could be an awesome hotel but not 5 star or worth the money as it currently stands.

Leisure

8/10

Excellent

17 Jan 2020

Verified traveler

The air-conditioning in many rooms is not adequate. I love this hotel and have stayed there many times over the last ten years. But have noticed that other friends who stay there are leaving due to the problem of poor A/C in the rooms.

10/10

Exceptional

09 Jan 2020

Veronica

Fantastic Stay

Well-maintained and beautiful property. U-shaped building with a lagoon-like pool area in center. Comfortable and clean room and bathroom, with generous-sized products, bathrobes, and slippers. Fantastic staff that responds in very timely manner. Breakfast is a spread of Western, Indian, and African items, with a made-to-order egg station. Also had an outstanding thick and juicy T-bone steak, available on à la carte menu, as well as through room service. Had a fabulous massage in the spa, and sauna and jacuzzi available to guests at no extra charge. My husband and I also had side-to-side pedicures in the salon, which include a 15-minute full leg exfoliation and massage that put my husband to sleep. This will now always be our home in Kigali.

Partner

10/10

Exceptional

06 Jan 2020

Verified traveler

Pleasant ambience and affravtive pool
Good food alternatives

Leisure

10/10

Exceptional

04 Jan 2020

Veronica

Better than the Ritz

Beautiful and well-maintained property, with rooms looking onto a central, lagoon-like pool area. Amazing breakfast buffet with every type of cuisine imaginable, and cooked to order eggs. Every day they managed to serve the sweetest pineapple imaginable. Comfortable room, great bathroom with plentiful products, large bath towels, bathrobes and slippers. I had a wonderful one-hour relaxing massage in the spa, whose facilites, such as sauna and jacuzzi, are available to all guests. We also had side-by-side pedicures in the salon that included--at no extra charge--full leg exfoliation and massage for about 15 minutes, which put my husband to sleep. We also enjoyed the thick, juicy, and tender T-Bone steaks. Can order off the menu, or from room service. All staff is well-trained in politeness and hospitality and looking after the needs of guests, and all requests are satisfied in a very timely manner. For example, our room got really hot one night, we called the front desk at 11:00 p.m., a technician arrived promptly, checked it out, and went on the roof and got the AC fixed in minutes. Stay here if you want to be pampered.

Partner

10/10

Exceptional

25 Dec 2019

Verified traveler

Serena Hotel - Kigali

excellent Property and amazing and very courteous staff. A jewel in the Serena chain.

Business

10/10

Exceptional

22 Dec 2019

Temwa

Had an amazing time at the hotel

Business

10/10

Exceptional

10 Nov 2019

Verified traveler

From the time we arrived, to the time we left, the staff and amenities were top notch. I would definitely recommend the Serena.

Business_and_leisure Partner

10/10

Exceptional

06 Sep 2019

Verified traveler

Comfortable hotel in the central area of Kigali. Our room was very quiet even though it was just above the restaurant. They have a pool which was not very clear so we didn't use it. Front desk service was good; restaurant staff, especially at the breakfast restaurant was excellent! Breakfast buffet was excellent as well, lot's of choices.

Leisure Family

6/10

Pleasant

09 Aug 2019

N.K

The standard rooms are poorly maintained. Shower not working or heating up

Business Self

10/10

Exceptional

25 May 2019

Cynthia

Boutique Vibe

I decided to take a detour and spend a few nights in Kigali to see the city that everyone is talking about. The hotel was lovely and luxurious and relaxing. No complaints. I enjoyed the food and the cozy boutique vibe (versus the \"conference-business meeting central\" feeling I got at other hotels) I felt safe walking around the area, taking taxis, and enjoying local restaurants as a solo female traveler. I was only there a few nights, but I hope to be back for a longer holiday in the future.

10/10

Exceptional

23 Apr 2019

ENRIQUE D

Kigali Serena Outstanding

Quality of accomodations and overall facilities were exceptional. Staff were exceptional and well trained. Couldn't ask for better. Restaurant exceeded expectations

10/10

Exceptional

22 Apr 2019

Ali

The staff, breakfast and room were great. The hotel was one of the best hotel in the country and the breakfast has variety of food. The staff were friendly and helpful

Business Self

10/10

Exceptional

22 Apr 2019

Verified traveler

The serenity. However, I consider the in house entertainment available in adequate. Save for a solitary pianist in the lobby downstairs there was nothing much by way of entertainment. The engagement of a band by the hotel at least two times in a week should be considered.

Business Self

10/10

Exceptional

04 Apr 2019

Verified traveler

A wonderful place to get to after 33 hrs of traveling. Excellent staff in all areas.

Leisure

4/10

Poor

15 Mar 2019

Verified traveler

Unable to serve breakfast in restaurant or room before 630am.I had to leave at 615am.Hotel refused to give copy of bill as they said they had not been paid.

Business Self

10/10

Exceptional

12 Feb 2019

S

I always stays here when visiting Kigali, close to Marriott where our meetings are

10/10

Exceptional

28 Dec 2018

Verified traveler

Best hotel in Kigali. Room is spacious. Food was delicious and staff are very friendly

6/10

Pleasant

23 Dec 2018

Verified traveler

Great stay but...

I enjoyed my stay except for a couple of things. This was a business trip and I need to iron stuff stuff for meetings except the hotel did not have a steam iron which by now is considered a regular iron. I didn't know that nonsteam irons are still made. The interest was weak which made communication (email, whatsapp, etc.) very frustrating. There were some days when cable channels did not work. Other than those issues, the staff were extremely courteous and friendly.

4/10

Poor

06 Dec 2018

Verified traveler

The staff attitude and some facilities not 5 stars

Hotel is old. Staff is cold and smile is a commodity. I got stuck in the lift and had to bang to get myself out - it was scary. Same breakfast. Pool area is beautiful and gym are good. Housekeeping keep coming every other hour and gets into your room to check - no privacy.

8/10

Excellent

05 Nov 2018

Verified traveler

Responsive staff, lovely amenities, wonderful breakfast, comfortable bed, welcome basket of fruit. AC did not work well at all and shower leaked and fridge did not get cold. Room service was prompt and accurate and food was good. Good internet

10/10

Exceptional

02 Nov 2018

Seamus

Another enjoyable dtay

Always enjoy the Serena. Great hotel.

10/10

Exceptional

19 Aug 2018

Edmond

Amazing experience, state of the art gym, hotel Mercedes Chauffeurs very professional and all staff served us with a smile. Highly recommend. Breakfast too was yummy, eft us totally spoilt for choice. Kudos Serena Kigali

10/10

Exceptional

25 Apr 2018

Verified traveler

Good hotel with excellent ambience. Looking forward to stay in there soon in my trip to Kigali.