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“Unacceptable attitude”

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Stipp Hotel Kacyiru
Ranked #42 of 49 Hotels in Kigali
Reviewed 20 November 2013

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.

  • Stayed: November 2013, travelled on business
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1  Thank Adam_in_Africa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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10 - 16 of 37 reviews

Reviewed 20 June 2013

Definitely a good experience in terms of staff, customer service, food quality and the room which was spacious and well looked after. Overall, the manager was also helpful and engaging. Overall, a good experience.

Room Tip: Go for the AC room which is bit spacious than the normal ones.
  • Stayed: June 2013, travelled on business
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Thank AfricanGenesis
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 18 May 2013

Due to a flight cancelling we were given this hotel by the airline.
There we came at 4 a.m. as a family with two children (2 and 10 years old).
- rather old Hotel
- our room was far away (even we had to cross a street) from reception, dining room, pool and other facilities
- smelly rooms with no moskito net
- Internet worked not properly in the rooms
- no flexibilty with times of breakfast
- asked for help with moskito net and internet and was kindly disregarded (no replay!)
- manager was not able to give me 1000 RWF (about less than 2 $) for telefon because of limits given by the airline. I had to struggle to have contact with the airline, which gave me more than I had asked.
- swimming pool seems to be nice but with some dangerous and broken surroundings
- the bill was uncorrecct (they asked money for drinks we didn't have) so I didn't sign
- in spite of being in the centre of Kigali you have to walk very far to go to town
- in general too expensive

  • Stayed: May 2013, travelled with family
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3  Thank Franz G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 7 May 2013

Was booked here in transit and so stayed one night. The room I was given had three double beds in it so there was little room for maneuver. So for example the kettle is in the bathroom. I had room service and ordered fillet tilapia which came dry with vegetables and a room service charge of $

The decor is dated and the pillows rather hard although the linen appeared clean. The keycard for the door was temperamental and beeped as if an alarm had been set off- did not manage to figure why during my short stay. Kigali is hilly so one expected to have terraces in the garden,
how ever the steps need to be better lit at night.

The pluses: Internet in the bedroom. Breakfast had a lot of fresh fruit, one could order it cooked but there was little choice in terms of juices.

Room Tip: Ask to see the room before you accept it.
  • Stayed: May 2013, travelled on business
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Thank Kufunda
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 4 January 2013

It's too expensive. The rooms are small and the beds seem to be made of marble. Barely slept the two nights i was there. The food, on the other hand, is amazing. They have a great chef -- though the food is also quite pricey. It's in a very beautiful part of Kigali, but they should cut their prices by about 40 percent.

  • Stayed: January 2013, travelled solo
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Thank tbkisi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 8 July 2012

I have stayed at this hotel on several occasions. The reception staff are always friendly and welcoming and any problems usually get resolved.

The rooms are satisfactory albeit dimly lit. The bathrooms are large and the shower great but could do with some general maintenance. Some rooms have better internet connectivity than others due to a fairly ad-hoc method of router locations and the internet generally works well and is adequate and free.

The restaurant staff struggle with English but are keen to assist. The food is well presented and whilst the quantity is good - the quality is not great. Many of the things are seriously overcooked.

The hotel has a good swimming pool but limited facilities for sitting around it. There is a spa/health centre which is a little difficult to use since the staff speak no English at all - but the massage is excellent and very resonable priced.

Room Tip: The hotel is split across two areas. Walking to the 2nd area whilst only a few mins - will prove irr...
  • Stayed: July 2012, travelled on business
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2  Thank David B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 10 June 2012

Please check my review under STIPP HOTEL ( 2 words) as they are the same Hotel. Thankyou.

  • Stayed: May 2012, travelled as a couple
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2  Thank Wellmax229
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Stipp Hotel Kacyiru

Address: Boulevard de l'Umuganda, Kigali, Rwanda
Region: Rwanda > Kigali Province > Kigali
Amenities:
Restaurant Room Service
Hotel Style:
Ranked #42 of 49 Hotels in Kigali
Number of rooms: 50

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