Excellent

The location of Lake Kivu Serena Hotel, especially with the beach on the Lake, and the facilities, especially the pool, are highlights. The friendliness and helpfulness of the staff in general also made for a memorable stay.

A few quirks during our stay took away from a higher rated experience, including refusal by serving staff during dinner at Upstairs Restaurant to provide meal choices from the a la carte menu, and insisting that only the buffet option (the most expensive, at $30) was available (highly irregular for an international establishment such as Serena...); and being presented with a bill at check-out for two family rooms already paid for in full in advance. Both matters were, however, resolved quickly by supervising staff, to their credit. Perhaps the misunderstandings were as a result of a language barrier, and could be resolved by some more focused training? It would also be nice if the beach could be cleaned earlier in the morning (e.g. before 09:30) to enable enjoyment of the beach front atmosphere earlier in the morning without the previous day's dirty dishes and rubbish lying around.

Friendly staff and very helpful and cateous.

Need to improve English communication for waiters, this was a barrier at times. Drinks were very expensive. Food not that bad.

clean

nothing

The location is great, the equipment, swimming pool and the breakfast are amazing. The room is comfortable, especially the bed.

The person welcoming me when I checked in was a bit cold and rushing. The room could have been bigger for the price and would need a refreshment/ more African vibes decoration like in the other Serena hotel. It would be great if the staff could inform us better about the different activities in the region

Everything. It is a great hotel.

The wall to wall floor carpets in the corridors and rooms are stained.

The premises nice and clean

it’s very open and easy access and the location is beautiful - staff were lovely

nothing

Breakfast buffet was amazing, very friendly and attentive staff, clean and relaxing pool area. Very good wi-fi connection wherever you are in the hotel.

Rooms had a very old feel, no fridge, few electricity plugs in the room. The wellness was limited to massage options. ( no sauna, spa) boat rides the hotel offered were overpriced, better to use local boats at the dock.

Lovely grounds with swimming pool and beach area right on the edge of Lake Kivu Comfortable bed and large room Excellent choice at breakfast

The room price is very high for Rwanda

The location in front of the lake Kivu. Rooms are confortables. Good food

I liked everything

Everything

Nothing

The beach, the boat trip. But especially time with my family.

Amenities are quite old. Hotel doesn't emphasize on what activities can be done in or around the hotel.

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the property was absolutely perfect and in a great location

There was nothing wrong with the property. In fact, it was so popular that there were parties every day except the first that I stayed. if you like peace and quiet, go on a weekday.

Breakfast was amazing as always. Great selections including gluten free ones and lots of fresh fruit. The a la carte menu was also amazing and the chef made a mean pepper steak, medium-rare, just the way I asked.

Communication on COVID requirements was not so clear. It was not obvious from their site whether we would need COVID tests before arrival or if there were exceptions for vaccinated people.

The security is great more than anywhere I have been in Africa. Breakfast buffet was tasty and many options of dishes to pick from, the location of the hotel is perfect! The lake and the beach is right at the hotel, staff, is great and helpful too . Most housekeeping staff are nice too and knew their job.

I didn't like the fact that I did not find the fridge inside the room that I paid for, but the problem was solved after I mentioned it to the staff.

The breakfast was excellent, the staff help us to understand the rulers of the Hotel. Only reception and booking office was confusing about our online book but they arrange and we appreciated

The time for checking out should be extended because 11:00 sometimes the people are still on breakfast it would be better to add another horse so that the people can enjoy breakfast and relaxing if they have only one day