I'll start by setting the context: I'm an expat who lives in Rwanda and works regularly with hotels and restaurants as part of my job,
I have stayed overnight here, made bookings for guests here, arranged meetings here, and stopped by on the weekends for lunch and to use the pool. Overall, I am NOT impressed. The only thing preventing it from being "terrible" is the fact that they have an intimate pool area and good lunch. Everything else is pretty awful.
During my stay, I had laundry done, and a number of items were not returned to me. I complained twice, and both times I was told that no one knew where my clothes were. No offer to pay for them or any sort of discount on my room. Also, the bathroom was bizarrely laid out, and the mini fridge was locked when I arrived, so I had to have someone come up to the room and unlock it.
When I had guests stay there recently, they were arriving in the middle of the night, so we went to pre-check them in so that when they arrived they could go straight up to their beds. It took 2 HOURS for them to figure it all out (there were only 3 guests).
Recently, we booked a room for a large meeting. One day before the meeting they called and said they cancelled our booking because a larger group needed the room. Totally unprofessional!
Whoever is managing this hotel needs to take some basic hospitality and customer service courses because it's a joke!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.