I stayed at Roca Golf for 3 nights and at first, I was impressed by the building which seemed new. The food was great, and the amenities such as the gym, spa, and bar overlooking the golf course are some of the attractions of the hotel. The rooms were neat and usually clean.
However, the service is among the poorest if you are a frequent traveler in East Africa. One night coming back from a trip upcountry, we wanted to have dinner at the terrace overlooking the pool. We were told that it is prohibited to eat food outside, only drinks were allowed. If we wanted to order, we had to go upstairs in our rooms and order from there. Interestingly, nobody had informed us of such thing! Nevertheless, the previous night, I had spotted some clients there but may be it was because the color of skin! But what shocked me, was on my last day when I checked out and left my luggage with my jacket at the reception because we had to go catch up a late lunch with some business partners only to find out on my way back that my jacket had disappeared and the staff didn't even bother to apologize. So as I write down, I am not sure if I will recover my jacket!!!!
A hotel such as Roca should not have rules and regulations as if it's a monastery where clients are treated like monks but even it does, better be informed than being surprised at the last minute. It doesn't make sense to have one of the best facilities in town with the worst service. Much as the staff behaved friendly trying to explain to us the "do's" and "dont's", I had the impression that the management of the hotel doesn't listen to clients' complaints because when we asked to speak to the food and beverages manager, he or she sent us a waiter.
I am going to be coming to Burundi often for business but I am not sure if I will stay at Roca again!
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