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Beoordelingen van Lake Kivu Serena Hotel

4 out of 5
Lake Kivu Serena Hotel
Gisenyi Rwanda, Gisenyi

Beoordelingen

8,6

Uitstekend

Gastenscore: 10 - Uitstekend. 41 van 79 beoordelingen" "
Gastenscore: 8 - Goed. 26 van 79 beoordelingen" "
Gastenscore: 6 - Redelijk. 7 van 79 beoordelingen" "
Gastenscore: 4 - Matig. 4 van 79 beoordelingen" "
Gastenscore: 2 - Ontzettend slecht. 1 van 79 beoordelingen" "

8,8/10

Netheid

8,8/10

Personeel en service

7,4/10

Voorzieningen

8,6/10

Staat van de accommodatie en faciliteiten

8,6/10

Milieuvriendelijkheid

Beoordelingen

10/10 – Uitstekend

DOMINIQUE

Reisde met familie
Positief: Netheid, personeel en service, staat van de accommodatie en faciliteiten en comfort kamer
1 nacht verbleven in december 2019
Reactie van Duncan op 12 feb 2020
Thank you Dominique for the review

8/10 – Goed

Magdalena, Rotterdam

Positief: Netheid, personeel en service en staat van de accommodatie en faciliteiten
Uitstekend hotel, goede service, slechte matras
Goed hotel, mooi gelegen aan schoon strand. Heel mooi zwembad. Kamers goed in orde, maar matras bed echt niet. Was doorgezakt wat niet acceptabel is voor dit prijsniveau. Zelfs in heel goedkope hotels in Rwanda waren de matrassen beter. Uitstekend ontbijt. Kwaliteit eten a la carte zou beter kunnen bij een hotel van dit niveau.

10/10 – Uitstekend

Catriona, Newar

Reisde met partner
Positief: Netheid, personeel en service, voorzieningen en staat van de accommodatie en faciliteiten
The Serena Hotel in Lake Kivu was lovely. We had a great room with a lake view. Since we traveled with a guide we did not use any of the extra guest services but we did take a boat ride out to the Nyamyumbo hot springs which was quite an experience. The opposite of a hotel spa! Staff were very pleasant and accommodating. I would recommend this hotel!
2 nachten verbleven in december 2023

10/10 – Uitstekend

David

Positief: Netheid, personeel en service, staat van de accommodatie en faciliteiten en comfort kamer
1 nacht verbleven in november 2023

6/10 – Redelijk

YOUKYOUNG, New Orleans

Reisde met een groep
Positief: Personeel en service, voorzieningen
Negatief: Netheid
Great lake view, beautiful landscape and relaxing place. It was a nice stop after hiking Volcano National Park. The property is a bit outdated. Carpet and chairs in our room had lots of stains. Bathroom door was dusty, but shower (hot water & pressure) was good.
1 nacht verbleven in september 2023
Reactie van Herman op 1 okt 2023
Dear Youkyoungthank you for the feedback we thank you for giving us the opportunity to be of service to you.We have process to replace all room carpets following next month.Best regardsHerman.

10/10 – Uitstekend

Nick, Quebec

1 nacht verbleven in juli 2023

10/10 – Uitstekend

Murithi

Reisde met familie
Positief: Netheid, personeel en service en staat van de accommodatie en faciliteiten
Enjoyed the stay on the serene , quiet and scenic environment. The service and hotel dining is great
2 nachten verbleven in juli 2023

10/10 – Uitstekend

Georgia

4 nachten verbleven in juni 2023

10/10 – Uitstekend

Cyril

1 nacht verbleven in april 2023

8/10 – Goed

David

Zakenreiziger
Positief: Netheid, personeel en service, staat van de accommodatie en faciliteiten en comfort kamer
1 nacht verbleven in maart 2023
Reactie van Herman op 19 apr 2023
Thank you for taking time to give us feedback.

10/10 – Uitstekend

Claude

Reisde met familie
Positief: Netheid, personeel en service en staat van de accommodatie en faciliteiten
The staff are really good. They provide high level customer care.
3 nachten verbleven in februari 2023
Reactie van Herman op 19 apr 2023
Thank you very much for your constructive feedback

8/10 – Goed

Adeola

Reisde met een groep
Positief: Netheid, personeel en service, voorzieningen en staat van de accommodatie en faciliteiten
Would recommend
3 nachten verbleven in februari 2023
Reactie van Herman op 19 apr 2023
We are glad you had a memorable stay.Best wishes

10/10 – Uitstekend

Paul

Positief: Netheid, personeel en service, staat van de accommodatie en faciliteiten en comfort kamer
2 nachten verbleven in oktober 2022

8/10 – Goed

Michal

Reisde met familie
Positief: Personeel en service
Negatief: Staat van de accommodatie en faciliteiten
Hotel is run down with most in-room amenities in bad shape. Food was decent
2 nachten verbleven in juli 2022
Reactie van Herman op 17 jul 2022
Dear Michal, Thank you for your review and feedback, We have taken note of your concerns and rest assured we shall action on them. Best rgards, Herman- Hotel Manger

10/10 – Uitstekend

Rosemarie Jeanne

Positief: Netheid, personeel en service, voorzieningen en staat van de accommodatie en faciliteiten
Everything was as expected from a 4 to 5 star hotel.
4 nachten verbleven in maart 2022
Reactie van Herman op 17 jul 2022
Dear Rosemarie Thank you so much for your rating we do appreciate. Best regards Herman

8/10 – Goed

Aderemi

Zakenreiziger
Positief: Netheid, personeel en service, staat van de accommodatie en faciliteiten en comfort kamer
Nice and comfortable
1 nacht verbleven in december 2021
Reactie van Sales & Reservation. op 8 jan 2022
Thank you for considering to stay with us and hopefully we can host you again in the future.

8/10 – Goed

Geverifieerde reiziger

Positief: Netheid, personeel en service, staat van de accommodatie en faciliteiten en comfort kamer
Always love the Serena, especially for the pool + beachfront and excellent breakfast. Rooms are a bit dated (small, older TVs and AC units) but they recently updated to new mattresses and all rooms have balconies. Also the grounds are beautiful!
1 nacht verbleven in januari 2021
Reactie van Duncan - General Manager op 11 jan 2021
Dear Valued Guest I take this opportunity to first of all thank you for choosing to stay with us. it was an honor to serve you. I sincerely thank you too for sending us this great review and we are delighted that you loved our location and did enjoy your stay. We can't wait to host you once again. Thank you

10/10 – Uitstekend

Alexander

Positief: Netheid, personeel en service, staat van de accommodatie en faciliteiten en comfort kamer
1 nacht verbleven in februari 2020
Reactie van Duncan op 29 feb 2020
Thank you Alexander for the great review. We are glad that you had a nice time.

10/10 – Uitstekend

Geverifieerde reiziger

Reisde met een groep, Reisde met familie
Positief: Netheid, personeel en service, voorzieningen en staat van de accommodatie en faciliteiten
The staff were courteous, very solicitous, and helpful at every turn. Perched on the lake, the location of the property is superb.
1 nacht verbleven in februari 2020
Reactie van Duncan op 12 feb 2020
Dear Valued guest Sincerely thank you for having chosen to stay with us on your last visit to Gisenyi, Rwanda. We thank you too for having taken your time to review us and we are glad that you loved our location and enjoyed the great customer service from the staff. Thank you and welcome back. Regards Duncan - Hotel Manager

2/10 – Ontzettend slecht

Raz, Goma

Reisde met partner
Negatief: Netheid, voorzieningen en staat van de accommodatie en faciliteiten
There is nothing in the rooms listen in the booking list. Even not a hairdryer or a toothbrush available in the bathrooms.
1 nacht verbleven in december 2019
Reactie van Duncan op 12 feb 2020
Dear Raz Thank you for having been our guest and more so taking your time to review us. Indeed we do provide hand dryers in all our guest rooms normally placed on the dressing table drawer. Tooth brushes are provided on request. Apologies for the inconvenience caused and we shall take our time to orient you better on our room facilities next time you visit us. Kind regards General Manager Reghards

10/10 – Uitstekend

Geverifieerde reiziger

Reisde met partner
Positief: Netheid, personeel en service, voorzieningen en staat van de accommodatie en faciliteiten
Staff very helpful and supportive. Special the receptionist called Love she was magnificent and very supportive. Breakfast was excellent variety of different types of food and excellent taste. All the staff were excellent and excellent location with private beach. The hotel required to be upgraded to modern style
2 nachten verbleven in december 2019
Reactie van Duncan op 17 dec 2019
Dear Our valued guest; We thank so much for giving us an opportunity to be of service to you. We are grateful for the positive feedback and indeed your suggestions on improving the product will be followed through. Thank you and welcome back. Duncan - Manager

8/10 – Goed

Geverifieerde reiziger

1 nacht verbleven in oktober 2019
Reactie van Herman op 17 jul 2022
Thank you for your review we appreciate you taking time to review. Best wishes Herman- Hotel manager

4/10 – Matig

Geverifieerde reiziger

Negatief: Personeel en service
It was loud the two days I was there . Music blaring from 730 am until 830 pm. It’s not a place to go if you need down time like I did
2 nachten verbleven in augustus 2019

6/10 – Redelijk

Geverifieerde reiziger

Reisde met een groep
Positief: Netheid, personeel en service
Place is ok stay overnight but nothing special. Location is nice.
1 nacht verbleven in augustus 2019

4/10 – Matig

lionel

Positief: Staat van de accommodatie en faciliteiten, comfort kamer
Negatief: Netheid, personeel en service
serena
The hotel is perfect but the restaurant is not clean have been ill all the 2 days due to the food intoxication certainly fish not fresh
2 nachten verbleven in augustus 2019

10/10 – Uitstekend

Geverifieerde reiziger

Positief: Netheid, personeel en service, staat van de accommodatie en faciliteiten en comfort kamer
Super !
Exzellentes Hotel mit europäischem Top-Standard mitten in Afrika. Saubere Zimmer, alle Annehmlichkeiten und mit das beste Frühstücksbüffet ever. Ein toller Aufenthalt.
1 nacht verbleven in juli 2019
Reactie van Herman op 17 jul 2022
Great. Danke Schon.

10/10 – Uitstekend

Jill

Positief: Netheid, personeel en service, staat van de accommodatie en faciliteiten en comfort kamer
Cant wait to come back!
What a great spot! Three nights = total relaxation. Gorgeous room (upgraded to a suite!), fabulous pool, great breakfast included and wow was Leon Munyeshuri a super accommodating front desk assistant manager. Thanks for making the stay truly unforgettable!
3 nachten verbleven in juli 2019
Reactie van Duncan op 14 jul 2019
Dear Jill Sincerely thank you for the great review and feedback. We are glad that you loved our location and facilities especially our Executive Suites. We look forward to hosting you once again in future. Thank you Duncan - Manager

10/10 – Uitstekend

Geverifieerde reiziger

1 nacht verbleven in mei 2019
Reactie van Duncan op 14 jul 2019
Thank you so much for reviewing us. Appreciated. Duncan - Manager

8/10 – Goed

Geverifieerde reiziger

Reisde met partner, Reisde met familie en kleine kinderen
Positief: Netheid, personeel en service, voorzieningen en staat van de accommodatie en faciliteiten
The property and staff were very good BUT the mattresses and pillows were not.....it’s too bad because everything else was good especially the food. Maybe they will get enough negative reviews about their mattresses to do something
2 nachten verbleven in mei 2019
Reactie van Duncan op 1 jun 2019
Dear Valued Guest We thank you for the feedback. We are glad you were greatly satisfied with our food and service delivery. We take note of your comment on our mattresses and management will look into this with the sole motive of ensuring this kind of inconvenience is not experienced by any other guest visiting the hotel. Thank you and welcome back Duncan - Hotel Manager

10/10 – Uitstekend

Jack

Positief: Netheid, personeel en service, staat van de accommodatie en faciliteiten en comfort kamer
Will go again
I had a great time and was extremely well looked after, Duncan the GM offered an upgrade which was very welcome. Leon and Loce at the Front Desk were also eye helpful assisting me with scanning and copying of documents. Philbert in the restaurant was most attentive along with all of his colleagues - all in all a great stay and well worth it.
3 nachten verbleven in mei 2019
Reactie van Duncan op 14 mei 2019
Dear Jack It was a pleasure hosting you and we are grateful you enjoyed your stay. Thank you for reviewing us too and definitely looking forward to be of service to you once again in future.

8/10 – Goed

Arista

Positief: Netheid, personeel en service, staat van de accommodatie en faciliteiten en comfort kamer
Wonderful lakeside view
The hotel was real nice, clean, room spacious and we had an excellent seaside view. The room was clean and serviced well. The bed was really soft so be warned for those with back issues. The checkin was excellent. Service at restaurant was really slow.
1 nacht verbleven in april 2019
Reactie van Duncan op 14 mei 2019
Thank you Arista for the feedback well received. We are glad you were impressed with our facilities and location. Thank you for having chosen to stay with us and rest assured the issue of slow service in the restaurant shall be addressed with immediate effect. Thank you

10/10 – Uitstekend

Charles, Geneva

Positief: Netheid, personeel en service, staat van de accommodatie en faciliteiten en comfort kamer
Amazing Experience
It was really amazing experience. Friendly environment and an excellent location by the beach on lake Kivu. Very clean with many amenities, including fast internet.
1 nacht verbleven in april 2019
Reactie van Duncan op 2 mei 2019
Dear Charles We appreciate your feedback and review of our property. Grateful that you not only loved our location but was impressed by the level of cleanliness and quality of amenities. Thank you Regards Duncan - Hotel Manager

10/10 – Uitstekend

TK

Reisde met partner
Positief: Netheid, personeel en service, voorzieningen en staat van de accommodatie en faciliteiten
Fantastic holiday...quite exclusive! Perhaps opprtunity too access a broader market. Staff all very very friendly, very enthisiastic, welcoming and very hospitable throughout. Rooms and general environment spotless.
3 nachten verbleven in maart 2019
Reactie van Duncan op 29 mrt 2019
Dear TK Thank you for a heartwarming review of our property and customer care standards as experienced while staying with us. We always endeavor to provide unmatched hospitality and it gives us unparalleled joy when customers leave our premises completely satisfied. We can't wait to once again be of service to you...always welcome. Thank you

10/10 – Uitstekend

Geverifieerde reiziger

Positief: Netheid, personeel en service, staat van de accommodatie en faciliteiten en comfort kamer
Paradisiaque
Le personnel est adorable et le cadre idyllique... Sérénité dans un cadre luxuriante. Les proches abords de l’hôtel sont animés et pittoresques.
3 nachten verbleven in februari 2019
Reactie van Duncan op 29 mrt 2019
Dear Paradisiaque Thank you sincerely for the great review...we are more delighted that you loved our location and indeed were impressed with our service delivery. We always strive to go beyond meeting our guest expectations to create memories. We hope that you will soon pay us a visit once again. Thank you Regards Duncan - Hotel manger

10/10 – Uitstekend

Geverifieerde reiziger

Positief: Netheid, personeel en service, staat van de accommodatie en faciliteiten en comfort kamer
Nice hotel, a bit dated. Not too much else near by other than the Lake, which was beautiful.
2 nachten verbleven in februari 2019
Reactie van Duncan op 29 mrt 2019
Dear Valued Guest Thank you for your patronage. We are glad that you found time to review us and sincerely thank you for your honest feedback. Indeed plans are at an an advanced stage to have a face lift for the property and we are all excited about it. We look forward to be of service to you next time you visit Gisenyi.

8/10 – Goed

Geverifieerde reiziger

1 nacht verbleven in februari 2019

10/10 – Uitstekend

Geverifieerde reiziger

Positief: Netheid, personeel en service, staat van de accommodatie en faciliteiten en comfort kamer
Sehr freundliches und aufmerksames Personal. Sehr gutes und reichhaltiges Frühstück. Das Abendessen hat mir nicht sehr geschmeckt.
3 nachten verbleven in januari 2019
Reactie van Duncan op 29 mrt 2019
Dear Valued Guest We appreciate your time and willingness to offer us feedback on your recent stay with us.We are grateful that you enjoyed and loved the variety of items in our breakfast offer. We also have taken note of your feel about our dinner and indeed we will always strive to ensure complete guest satisfaction in all areas while staying with us. Thank you for choosing to stay with us.

6/10 – Redelijk

Geverifieerde reiziger

Positief: Netheid, comfort kamer
Negatief: Personeel en service
From having stayed at several different serena locations and seeing the very nice pictures online we thought the serena hotel was a no brainer for our stay on lake kivu. When we arrived we were surprised to find an old looking place that clearly had it’s prime time in the 70’s (green carpeted floors, dark wood everywhere) in short is was not the modern inviting place we had expected. Besides the look the room was clean and fairly comfortable, but be careful not to close the balcony door behind you when you step out as it has no outside door handle and we locked ourselves out on our own balcony. Awkward. The pasta I ordered for dinner was more salt than pasta, the eggplant spinach dish was pretty good. The service is slow, I went to the bar to ask for a towels for the pool and waited 30 minutes just to find out they brought them to my room even though they saw me at the pool, why woul I want them to my room? Same happened with bottles of water. The pool seems like no one ever uses it, some tiles on the floor of it are broken, the longchairs definitely date back to the 70’s as well and the pool table must have been out of service since then too. We made the best of our stay but this hotel was definitely a bit of a dissapointment.
2 nachten verbleven in januari 2019
Reactie van Dlewa op 1 feb 2019
Dear Orbitz We sincerely thank you for having taken your time to review us. In deed the detailed feedback is important to us since it goes along way in helping us amend where we fall short in our service delivery. Please rest assured that all issues mentioned above will be acted upon gradually to improve on our guest experience in future. Lastly I take this opportunity to thank you for having been our guest and we do apologize for the inconvenience caused. Thank you Regards Duncan

8/10 – Goed

Geverifieerde reiziger

Positief: Netheid, staat van de accommodatie en faciliteiten
2 nachten verbleven in januari 2019
Reactie van Duncan op 8 jan 2019
Thank you for staying with us. Regards Duncan

6/10 – Redelijk

Geverifieerde reiziger

Positief: Netheid, comfort kamer
Negatief: Personeel en service
Could do with a facelift, however location is great and facilities good. Service is ok for Rwandan standards but not for a 4star hotel
2 nachten verbleven in december 2018
Reactie van Duncan op 8 jan 2019
Dear Valued Guest Sincerely thank you for having chosen to stay with us. We are more delighted that you were impressed with our location and facility. In deed we have taken note of the areas mentioned which did not meet your expectations and promise to work on them to better our clients stays in future. Thank you Regards Duncan

8/10 – Goed

Zoe

Positief: Netheid, personeel en service, staat van de accommodatie en faciliteiten en comfort kamer
Wonderful relaxing spot on Lake Kivu
Lovely hotel with beach lake front or pool to relax by. We really enjoyed our stay here and would highly recommend this spot after hiking the rainforest. The staff were really helpful and the breakfast overlooking the pool was excellent. The food and alcohol for lunch or dinner was expensive and on our first night we were encouraged to have the buffet which was disappointing.There are many other places to dine in the village and I would encourage you to try those - Tam Tam bar is where the locals go and is fun, walking distance from the hotel. We really enjoyed our time here and in fact booked an extra night.
3 nachten verbleven in november 2018
Reactie van Duncan op 8 jan 2019
Dear Zoe We are grateful for your detailed feedback. We are delighted that you loved our property and it's location. Your opinion on the food/alcohol prices too is noted and management will look into it to with the aim of making a little bit customer friendly. Sincerely thank you for having chosen to stay with us and we look forward to another opportunity to be of service to you in future. Kind regards Duncan

4/10 – Matig

Didace, Kigali

Reisde met familie
Positief: Netheid
Negatief: Personeel en service
Poor service at check in and check out. The AC is too loudl. Poor breakfast
1 nacht verbleven in november 2018
Reactie van Duncan op 8 jan 2019
Dear Didace Thank you for your valuable feedback which I trust will go along way in informing us on how to better our service and offers in future. We look forward to hosting you on your next visit to Gisenyi. Kind regards Duncan

8/10 – Goed

Rachel

Positief: Netheid, personeel en service, staat van de accommodatie en faciliteiten en comfort kamer
Overall good
Dinner was amazing with fantastic service. However check in receptionist was quite rude - he asked if we had proof of payment, as though he didn't believe we had a reservation, even though it was in their system.
1 nacht verbleven in september 2018

8/10 – Goed

Frederic

Positief: Netheid, personeel en service en comfort kamer
Avslappende opphold
Hvis du bil slappe av eller vil jobbe i ro, er dette hotellet noe for deg. Nesten alt er på plass: strand, restaurant, komplett afrikansk frokost 👍 og top serviceinnstilt personal. Overraskende at jeg ikke har noe å klage på:).
4 nachten verbleven in augustus 2018

8/10 – Goed

Geverifieerde reiziger

Positief: Netheid, staat van de accommodatie en faciliteiten en comfort kamer
Good location and comfy beds, but pricey
Great location and comfy beds. The prices are pretty high for what you get and there are other nice places to stay with more affordable prices.
1 nacht verbleven in mei 2018

10/10 – Uitstekend

Geverifieerde reiziger

Positief: Netheid, personeel en service, staat van de accommodatie en faciliteiten en comfort kamer
By far the best hotel in the city. Everything is top notch. Still not worth the money imo. Location is great.
1 nacht verbleven in maart 2018
Reactie van Aimee op 11 mei 2018
Dear Sir/Madam, Thank you for your feedback; we really appreciate it and hope to host you in the near future regards, Aimee

4/10 – Matig

Marc Olivier

Positief: Personeel en service, staat van de accommodatie en faciliteiten en comfort kamer
Beim Abendbuffet habe ich mir eine Nahrungsmittelvergiftung eingeholt, was bei einem solchen Hotel nicht tolerierbar ist.
2 nachten verbleven in december 2017
Reactie van aimee op 25 jan 2018
Dear Marc, thank you for bringing this to our attention and really sorry about what happen to you. could you please, if possible, tell us what was the menu of that day so that we check with the chef to avoid such inconvenience. regards, Aimee

8/10 – Goed

Marko

Positief: Netheid, personeel en service, staat van de accommodatie en faciliteiten en comfort kamer
Six nights in Gisenyi
We stayed six nights in Serena Lake Kivu. Atmosphere was unique, since you are able to relax on a private beach and watching a beautiful Lake Kivu and DRC's mountains on the other side of a lake.
6 nachten verbleven in december 2017
Reactie van Aimee op 23 jan 2018
Dear Marko, Thank you for the comment and hope to host you once again in the near future. Regards, Aimee

10/10 – Uitstekend

Not Provided

Positief: Netheid, personeel en service, staat van de accommodatie en faciliteiten en comfort kamer

10/10 – Uitstekend

Ulla

Positief: Netheid, personeel en service, staat van de accommodatie en faciliteiten en comfort kamer
It was a little oasis! Beautiful!