Lake Kivu Serena Hotel

Hotels
8.7 (236 reviews)
Gisenyi Town , Gisenyi , RW

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Free
Children allowed

Facilities

Fitness facilities
WiFi available
Free WiFi
Parking
Free Parking
Non-smoking rooms
Air conditioning
Fitness center
Swimming pool
24-hour front desk
See all facilities

Review Highlights

Pros:
Friendly staff
Nice location
Beautiful pool area
Cons:
Previous complaints about cleanliness
High price point

Categories

Cleanliness
8.45
Mediocre management with cleaners not doing their job well, leaving doors open.
Service
9.45
Very friendly staff and high service level.
Location
9.45
Nice location with proximity to beach and attractions.
Room Quality
8.95
Rooms were generally comfortable with a nice view.
Amenities
8.45
Pool area is beautiful, but there were construction disturbances.
Value for Money
7.95
Perceived as expensive for the quality offered.
Food and Beverage
7.95
Limited dinner buffet options and food improvements needed.
Overall Experience
8.95
Overall positive experience with warm hospitality.
* This sentiment is summarized by AI based on user reviews.
Updated at: 2026-01-16 02:06

Property Description

Luxurious Accommodation
Lake Kivu Serena Hotel, just 3 km from Gisenyi, offers rooms with free WiFi, satellite TV, and private bathrooms. Some rooms even have a cozy seating area for relaxation.

Fantastic Dining Options
Indulge in delicious meals at the hotel's restaurant and unwind with a drink at the bar.

Convenient Amenities
With an outdoor pool, 24-hour front desk, and airport transfer services, your comfort is our priority.

Experience serenity by Lake Kivu and book your stay with us today!

Important information:

Please inform of your expected arrival time in advance. You can use the Special Requests box when booking, or contact the property directly using the contact details in your confirmation.
Guests are required to show a photo ID and credit card upon check-in. Please note that all Special Requests are subject to availability and additional charges may apply.
Payment before arrival by bank transfer is required. The property will contact you after you book to provide instructions.
A deposit may be required at the property.

Check-in and check-out hours:
Check-out: 11:30 AM
Airport code: KGL

Location

Guest Reviews

8.7
Based on 236 reviews
Cleanliness: 8.45
Service: 9.45
Location: 9.45
Room Quality: 8.95
Amenities: 8.45
Value for Money: 7.95
Food and Beverage: 7.95
Overall Experience: 8.95
A
ABOUOBAIDA ZAHER MAHMOUD • family_with_children • rw
10
I enjoyed
Pros:

Wow

Cons:

Nothing

2026-11-05 • via Nuitee
A
ABOUOBAIDA ZAHER MAHMOUD • couple • rw
10
2026-11-05 • via Nuitee
N
Nnenna • extended_group • ng
10
My stay was beautiful, exceptional, and great decision staying there
Pros:

The warm reception of all the staff, especially the Chef, who made sure we had exceptional meals, and always checked on us when we were eating to ensure that we were enjoying our food

Cons:

Nothing really

2026-11-03 • via Nuitee
N
Nkoyo • solo_traveller • ng
10
Exceptional Service! Very relaxing experience.
Pros:

Lake Kivu Serena Hotel in Gisenyi... where do I even begin?
From the moment I arrived, the experience was exceptional. The security personnel were professional and efficient, and the reception team made check-in incredibly smooth and welcoming, complete with a refreshing cold welcome drink.
The rooms were wonderfully comfortable, but what truly set this hotel apart was the outstanding customer service. Every single staff member went above and beyond with remarkable attention to detail. Honestly, I kept waiting for someone to drop the ball, but it never happened. Every member of the team was genuinely warm, attentive, and absolutely wonderful.
And then there's the food... oh, the food! If I could give it 11 stars out of 10, I would. Every meal was a delight and exceeded expectations.
The stunning lake views, the beautiful pool, the drinks, the snacks, and the overall atmosphere were simply perfect. Everything about this stay was memorable and exceeded expectations.
Lake Kivu Serena Hotel isn't just a place to stay; it's an experience. I can't recommend it highly enough!

Cons:

Nothing.

2026-11-02 • via Nuitee
W
Wanja • couple • ke
7
2026-10-25 • via Nuitee
A
Amogu • extended_group • ng
5
The staff were nice and helpful but the rooms (especially the bathroom) can be upgraded just a little bit
Pros:

The location was great.
The front desk team was super helpful and nice.
All the staff were quite warm
The breakfast was also pretty good too.

Cons:

Quite an old facility/structure, especially the bathroom.
We also saw 2 baby roaches in the bathroom which we escalated to the team and they handled the feedback quite well and promised to look into.

2026-10-24 • via Nuitee
A
Arun • solo_traveller • bw
9
2026-10-09 • via Nuitee
K
Karambi Cynthia • couple • gb
8
2026-09-19 • via Nuitee
B
Barwani • extended_group • om
9
Excellent location near Lake Kivu & excellent service
Pros:

The proximity to Lake Kivu

Cons:

Nothinh

2026-09-17 • via Nuitee
N
Nick Stock • family_with_children • gb
10
Exvellence on Lake Kivu
Pros:

Super location and staff

Cons:

Nothing

2026-09-09 • via Nuitee
A
ALAIN • couple • be
9
Pros:

Excellent hotel. Nothing to complain. Staff very friendly. To be recommended.

2026-09-07 • via Nuitee
H
Hans • solo_traveller • rw
10
2026-08-13 • via Nuitee
P
Paul • solo_traveller • rw
4
Poor Experience
Pros:

The setting os very good

Cons:

Waiting up to an hour for food to be served, food inconsistant. Service poor, staff not taking orders properly. Rooms not clean, what looked lime black mold in bathroom. Poor maintenance of hotel

2026-07-16 • via Nuitee
C
Carol Rugege • solo_traveller • rw
10
Lovely 3-Day Holiday at Lake Kivu Serena
Pros:

The breakfast buffet is always amazing, lots of variety! The pool is quite large and we basically had it to ourselves. The lifeguard gave my kids goggles and donut rafts. We had a wonderful time at the lake shore, enjoying the waves, and the gentle breeze. The staff were friendly and helpful. They set up on a big TV screen by the pool so we could have the world cup. The beds were super comfortable and the Air Conditioning worked well.

Cons:

Food from the restaurant was ridiculously expensive. The pizza was gross -- don't try it. The chicken wings were descent but I wouldn't order them again. The pasta carbonara with chicken was delicious. My kids loved it and the price wasn't too bad.

My room was supposed to have a lake view but we were on the side of the hotel. We could barely see it. I didn't complain or ask for a room change.

2026-07-11 • via Nuitee
S
Sherif • solo_traveller • gh
8
2026-05-04 • via Nuitee
G
Guy and Mandy • extended_group • nz
8
Location and people just great
Pros:

Lovely and amazing location. Staff are friendly and helpful. The food was great. Just a great experience

Cons:

Internet was slow and unreliable

2026-05-03 • via Nuitee
J
Johan Marie J • solo_traveller • be
10
Top hotel. Professioneel management. Vriendelijk personeel.
Pros:

Ruime kamers. Professioneel management. Vriendelojk personeel. Lekker eten.

Cons:

Weinig of niets.

2026-05-01 • via Nuitee
H
HON KAREKE MBIUKI • solo_traveller • ke
6
Pros:

Food , good choices

2026-04-24 • via Nuitee
K
ka'nyamolo • family_with_children • ke
10
2026-04-21 • via Nuitee
J
John Audu • solo_traveller • ng
10
Very wonderful place
Pros:

Everything was exceptional

Cons:

NIL

2026-04-16 • via Nuitee