Ordinarily i'd have given this place 3 stars... reasonable rooms, pretty setting, friendly and facilitative staff... though I would also note more attention to detail is required and some signs of uncleanliness in the rooms and public places need to be looked at..
However, I found the attitude of management to be completely inappropriate and unacceptable, and thus even this 1 star is too much..
Long story short:
Arrived at the airport where the hotel were contractually obliged by an international conference to provide a shuttle transfer... the shuttle had decided to depart with others from my flight rather than wait an extra 5 minutes for me.. i sat patiently for an hour in the airport waiting for it to come back, without complaint.. when the shuttle returned, the person in charge of the shuttle transfers asked me to wait another hour for guests from another flight to come in.. i refused... after some heated discussions, he finally gave me the transfer..
On the day of departure, i had arranged the day before with reception for the shuttle at a certain pre-agreed time.. when i reached reception, no sign of a shuttle.. i sat and waited 30 minutes without complaint.. with no shuttle still, and with no information about when the shuttle would arrive, i spoke to reception and asked to see the manager, as i found this unacceptable..
The person who i had had heated discussions with at the airport came to see me - i am not sure if he was the manager or who he was... when i raised my complaint, i was subjected to name-calling and accusation... 'you are not a nice person', 'you do not understand how things work here', 'you were already too demanding when you arrived', 'you have no respect for Rwanda', etc... and no reason or information about the shuttle...
A 'customer relations' official then came soon after.. much more polished, but the message was essentially the same - shut up, sit down and just wait...
Finally, the shuttle left 50 minutes later than the pre-arranged time..
It seems, therefore, that the attitude of this hotel is that its customers are actually its servants, at the hotel's beck and call.. that their customer's time is not of value... that reasonable complaints are not tolerated...
As such, I would never stay at such a hotel again, irrespective of any other consideration.