The Rwanda Development Board (RDB) and the Private Sector Federation (PSF) have stepped in to address the situation surrounding Château le Marara Hotel, which has been under heavy criticism on social media for offering services that allegedly do not match its elegant exterior.
On Tuesday, this hotel, which is considered one of Rwanda’s upscale establishments dominated social media discourse after an image circulated showing food that was reportedly served during a wedding event held at the venue.
The story gained momentum following claims made by guests at the wedding of Uwera Bonnette and Hajj Shadadi Musemakweri, the CEO of Gorilla Motors Ltd and Executive Chairman of Gorilla FC. The wedding was attended by well-known Rwandan personalities including Miss Rwanda 2020, Nishimwe Naomie, and her siblings.
Miss Naomie wrote on X (formerly Twitter), expressing disappointment with the hotel’s poor service and stating that instead of acknowledging its mistakes, the hotel was being defensive.
Miss Naomie: “We had a very bad experience at Château le Marara, and instead of taking responsibility, they decided to act proud and arrogant. I honestly don’t recommend it.”
Josine Queen, a sister to Uwera Bonnette (the bride), also posted a long message detailing the issues experienced at the hotel. She claimed that her sister had fully paid to book the hotel for the entire weekend from July 3rd to July 5th at a rate of $220 per night per room, under the claim of a “discount”, yet later they found out that the standard rate per room was $200.
She went on to say that problems began during the White Dinner Party, a welcome event where guests dressed in white. She explained:
“Guests had traveled all the way from Kigali, most hadn’t eaten anything yet we were met with very poor service. Half of the tables weren’t even given water or any drinks for over an hour.”
She listed further issues, including a power outage, and mentioned that the hotel lacked a backup generator. Communication was also a problem, as they were allegedly ignored and at some point, the hotel manager blocked the number of the bride’s elder sibling who was trying to reach out for assistance.
Regarding the food, she said things got even worse. She claimed that the breakfast which was charged at 35 USD per person contained insects, and that the milk served was spoiled, with one person reportedly vomiting after drinking it.
People reacting to this situation online shared a photo of the food served at the event, with many stating that it did not resemble what one would expect from a five-star hotel. The image showed plates of food that appeared to lack quality and presentation.
Former Miss Rwanda 2016, Mutesi Jolly, also shared the image and wrote: “Whoever is in the kitchen must be a usual cook, not a chef. What nonsense is this?”
The CEO of the Rwanda Development Board, Jean-Guy Afrika, confirmed that RDB started an investigation into the matter. In a statement to The New Times, he said:
“We are aware of the complaints regarding this hotel and are currently gathering detailed information to collect sufficient evidence.”
RDB also responded to Josine Queen on X, stating: “We’re sorry to hear about your experience. Please be informed that RDB is looking into this matter and is committed to resolving it appropriately.”
The Head of Tourism at the Private Sector Federation, Habineza Edson, also confirmed that PSF had received the complaint and was actively following it up. He said they had already been in contact with the owner of Château le Marara and would be conducting an on-site assessment, adding that a date for this visit had already been set.
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