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CityBlue Hotel & Suites, Embassy Row
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Reviews (38)
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Reviewed May 24, 2014 via mobile

Room 210, 18-24th May 2014

Reasons for dissatisfaction
1. Bed was rock hard. Utterly uncomfortable. It took several requests to staff to do something about it. Eventually they added a duvet to the rock hard base, which made no difference. My pregnant wife had no choice but to sleep on the sofa for most of the week
2. Mosquito net was too small for the bed, and was therefore useless. After repeated requests to do something about it, nothing was done. The inevitable result of this was multiple mosquito bites sustained to my body during the night
3. Safe was broken. It took 5 requests over a period of 3 days to hotel staff to look into it, until they conceded it was broken and that it needed replacing
4. Shower cubicle floor was severely cracked and needed urgent replacing
5. The direct aspect of ground floor room 210 on to the carpark meant that we needed to keep curtains permanently closed if we wanted any privacy at all
6. Kitchen staff's comprehension of the English language was very poor. They should not be picking up the phone to guests. They did not seem to understand what the items were on the menu, nor did they possess a basic professional telephone manner
7. Food was of a low standard. Much of it reheated rather than cooked from fresh. The only edible item that we had was the chicken and avocado sandwich, the rest went back to the kitchen half-eaten
8. Constant noise of traffic was unpleasant. The large glass doors of the room should be double-glazed, as a minimum
9. The door was very difficult to close properly for the lock and key to operate. It needed to be taken to pieces and realigned in the sliding groove
10. Lighting in the bedroom and bathroom was very dim
11. There was no dressing mirror
12. The insistence from the lady manager that a cab to the Serena hotel cost RWF10000 on the basis that 'hotel cars' are more expensive was preposterous. They were the same cars whose drivers charge RWF5000 (max) for the same journey. We did not appreciate this kind of 'sharp practice' from a hotel manager
13. There are hundreds of shards of glass in the flower beds and grass verges alongside the walkway leading to reception. This is extremely dangerous for young children who may slip, and should be cleared immediately
14. This hotel passes on to the customer the 4% bank charges for using a visa debit card.. which means that the price you see is not the price you pay. Having stayed in hundreds of hotels across the world I have never seen such a policy..



Good things
1. Front of house staff are polite
2. Waiters/waitresses are professional
3. Shower-heads are good
4. The new towels were excellent
5. The cleaning lady was excellent
6. Security was excellent

Additional Notes:
1. If the above comments were taken into account then this hotel could become a good 3 star hotel. As it stands I would certainly not recommend this hotel to friends or colleagues given the many other options of places to stay
2. Having prepaid for 7 nights we felt we had no choice but to remain for this period, but then relocated to accommodation in Kimihurura which was much much better and almost half the price..

Stayed: May 2014
3  Thank njd123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
City_Blue_Hotel, Manager at CityBlue Hotel & Suites, Embassy Row, responded to this reviewResponded May 26, 2014

Dear Guest,

Greetings of the day!

Many thanks for sharing your experience on this forum; it was a pleasure to be your host.

Though we regret about the inconveniences you faced during your stay with us, we are glad we could make up for the inconveniences with our other services. We want to assure you that your concerns have been noted and your next visit will be bereft of any such hassles. We would also like to assure you that this was one off occurrence and hope that your experience does not deter you from visiting us in the future.

We thank you again for your patronage and review. Do allow us to serve you better next time.

Best Regards,
Ranjhana Dhingra

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 3, 2014 via mobile

This little home of class it he perfect hotel for a nice quiet stay in Kigali. The food is 5 star quality with a nice selection to choose from. Their Bistro restaurant and bar lounge has an awesome view of Kigali with superb service and large bar with good ambience.

Stayed: May 2014, traveled with friends
1  Thank BevMudeshi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
City_Blue_Hotel, Manager at CityBlue Hotel & Suites, Embassy Row, responded to this reviewResponded May 6, 2014

Dear Guest,

We thank you for checking-in with us and sharing your review on TripAdvisor. It is a delight to know that your overall experience with us was memorable. We strive to extend a hassle-free stay experience to guests with a range of world-class amenities and flawless service. We appreciate your kind words regarding the service provided by our associates and have shared the same with them. It is nice to know that you were impressed with our dining options and ambience and we look forward to your continued patronage.

Thank you for your custom, we await your next visit soon.

Best Regards
Ranjhana Dhingra

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 18, 2014

I'll be quick on this one. Hotels in East Africa, including Rwanda tend to be pricier. We paid around $75 per person for a 2 bed suite here. We were on ground level without air-conditioning. Bathroom big but a bit odd with few amenities. Staff closets were through a hallway window and created noise late at night and early in the morning. Internet unreliable especially at night and only in our living room. Good satellite TV service, however, and a small fridge was available, though we did need to plug it in and adjust the settings for it to cool down. Space used rather oddly.

Breakfasts were big and hearty, though eggs often overcooked unless instructed carefully. Waiters/waitresses had huge smiles and went out of their way to deliver great service. Salaries are terrible in Rwanda so always consider a small tip if you enjoy the servers. Also feel free to ask them for tips, but please don't ask they or other staff what kind of ethnic Rwanda they are. This is illegal to discuss there, and can make situations turn awkward quickly. We didn't do it, but I've seen it happen. A full bar is also available, though you may ask about the source of the ice or stick to wine and beer.

Location is quick to the Genocide museum and Primate Safari company for paying the rest of your bills. They can arrange local drivers for the usual overcharged price to take you anywhere. About 10 minutes to the city center and Mille des Collines.

Kigali is a nice, if sleepy town. The City Blue URBAN is considered to be in the best location for site seeing, but this one was good enough for our needs. As an American, being near the US embassy was a benefit, though I never felt hassled or unsafe in Kigali or Rwanda as a whole.

CityBlue will take care of you on your stay - enjoy Rwanda.

Room Tip: Ask not to be on ground level and make sure you request a plug-in fan for those who like a cooler room at night.
  • Stayed: February 2014, traveled with friends
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
3  Thank Zach F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
City_Blue_Hotel, General Manager at CityBlue Hotel & Suites, Embassy Row, responded to this reviewResponded February 19, 2014

Dear Guest,

We thank you for staying with us at CityBlue Hotel, Embassy Row, Kigali and sharing your feedback with us on TripAdvisor.com.

We are glad that your stay with us was relaxing and comfortable. We thank you for appreciating the services and facilities at the hotel and are glad that you were satisfied with it. It is pleasing to know that you enjoyed the breakfast at the hotel and we will share with our team in the kitchen of the same. We are also happy that our location could add value to your stay. However, we regret the inconvenience you faced while staying with us. We will look into the concerns that you mentioned and will inform the relevant departments to take appropriate action. We will also share your experience with our associates which will motivate them to continue performing to the best of their abilities.

We will look forward to your next visit and thank you for your patronage.

Warm wishes
Godfrey Odinga, General Manager
CityBlue Hotels Rwanda
+250 733 999 995
godfrey.odinga@citybluehotels.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 9, 2014

Large room, clean, comfortable, free wifi, friendly staff in the restaurant. Breakfast selection is very limited but we had some good food in the evenings.

Some eccentricities - for example I twice left my luggage in storage while staying outside Kigali to be told on my return, both times, that I could not access my luggage as it was locked away and the man with the key was out. The second time returning hot and tired, in need of a change of clothes, I could see my case through an open door but they insisted it wasn't mine. Eventually I had to barge into the room and grab it. When adding the 4% local sales tax they added 104%, more than doubling the bill. I tried to explain percentages. Eventually I asked the receptionist to call one of their colleagues and the colleague agreed with me. I could go on but these oddities were only a small part of the experience of what was for the most part a pleasant stay.

Room Tip: Big rooms at the front are good
  • Stayed: January 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
1  Thank 20Nicolas16
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
City_Blue_Hotel, Manager at CityBlue Hotel & Suites, Embassy Row, responded to this reviewResponded February 10, 2014

Dear Guest,

We thank you for staying with us at CityBlue Hotel, Embassy Row, Kigali and sharing your valuable feedback on the TripAdvisor portal.

We are glad that your overall stay with us was an enjoyable and comfortable one. We are pleased to know that you found the rooms spacious, clean and comfortable. We thank you for appreciating our associates and will share your feedback with them. However, we regret the inconvenience that you faced while staying at our establishment. We have informed the relevant departments and will take the corrective measures at the earliest.

We hope that you visit us again so that we can serve you with excellence.

Best Regards
Ranjhana Dhingra

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 15, 2013

Located in a safe and serene location a few yards away from the President's Office and with a number of embassies and INGOs nearby, this hotel is an ideal destination for travelers who value quality service and quietness.
The service by the all time respectful & helpful staff is commendable and with most fluent in French, English, Kiswahili and the local language Kinyarwanda.
Orange Courts restaurant serves international cuisines with the food always freshly prepared and one is spoilt for choice especially with tropical fruits, salads, fresh water fish and the all time Rwandan rich taste highland tea & coffee.

Internet is available via WiFi and the signal impressively strong at no extra fee.

Most rooms are spacious but a few standard single rooms are somehow tiny but neat and all fitted with DSTV.

Room Tip: If you like to enjoy the cool breeze and magnificent view of the neighborhood, ask for rooms with a balcony.
  • Stayed: November 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank Lucas M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
City_Blue_Hotel, Sales and Marketing Manager at CityBlue Hotel & Suites, Embassy Row, responded to this reviewResponded December 3, 2013

Dear Guest,

Thank you for checking-in with us and sharing your wonderful stay experience on TripAdvisor.

Surrounded by an illustrious neighborhood, CityBlue Hotel, Embassy Row, Kigali, is indeed one of the most sought after hotel among business and leisure travelers. We believe in greeting guests with a smile and professional hospitality and our associates are elated that they could leave a positive impression on you. Also, we are glad you enjoyed the freshly brewed coffee and a healthy breakfast at Orange Courts Café, Bar and Grill.

Your review has been instrumental in uplifting our spirits and motivates us to continue with our efforts in making the stay of our patrons a memorable experience.Once again we thank you for such a valuable feedback and look forward to your continued visits.

Best Regards,
Ranjhana Dhingra

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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