The Serena Hotel has two restaurants; the Pearl of Africa and The Lakes. I rather think some customers are confused as to which one they've been to as some of the reviews below are definitely for The Lakes. So, as it doesn't appear to have its own entry, my review is also of the Lakes, which is the buffet restaurant opening out onto the water feature.
When spending time in Kampala, we visit this restaurant, usually twice each week, as it's simply the best I've found in Kampala. It's not cheap! 60,000 for the buffet or 100,000 on Seafood Night. That's akin to what you would pay in a Central London restaurant.
But, the food is generally very good and there is always a good choice of African and International dishes. Service is great. One night my steak was inedible. I thought I'd have a problem, as complaints in restaurants in Uganda
are never dealt with as efficiently as one would expect in Europe (including this very same restaurant last year - but that's another story). My partner tried the steak also and confirmed to me that it was awful. The waiter initially didn't know what to do, so he did what all waiters do in such circumstances - nothing at all. So, when he came to collect the plates, I told him again that the meal was inedible. He fetched the manageress who listened sympathetically and took the plate away. Shortly after, she returned to tell me that she had tried my steak and so had the chef (that's called 'going the extra mile') and the verdict was...? They both agreed it was inedible. I was offered another which I declined. Alternatively, I was told I wouldn't be charged for it and could help myself to a free dessert from the buffet (I was dining a la carte that evening). And, furthermore, our guest, who was also dining a la carte, could also have a free dessert. Now that's what I call dealing with a complaint to the customer's satisfaction. Amazing, and a first for Kampala.
We went back to the restaurant on the following Wednesday, which was African Night. Food and service were both excellent and this restaurant remains our number one choice when visiting Kampala. We went there four times in our two week stay in the city.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.