Africa-Press – Rwanda. The Rwanda Development Board (RDB) has launched an inquiry into allegations of poor service delivery at Château Le Marara, a hotel in Karongi District.
The claims were raised on Monday, July 14, by some customers who attended a wedding ceremony at the lakeside hotel. They accused the hotel management of poor service, negligence and a lack of care for refunding guests over “its own failures.”
“We are aware of the case and are currently gathering all relevant details to establish the full facts of the incident,” RDB chief executive Jean-Guy Afrika, wrote in response to questions by The New Times on Tuesday afternoon. ”
Any decisions taken will be fully aligned with Rwanda’s tourism laws and regulations.”
One of the customers, who said she was attending her sister’s wedding at the hotel, posted on X, saying: “It’s heartbreaking to see a business refuse to take accountability for its own failures. Especially after demanding full payment before the events and promising top-tier service. Unfortunately, what we got was the complete opposite.”
The unsatisfied customers said they raised their concerns about the quality of food and the whole service with the hotel management and were ignored or put on indefinite hold, which added to the frustration.
They said they had to hire another generator because they couldn’t rely on the hotel to provide stable electricity.
Karongi District Mayor, Gérald Muzungu, told The New Times that an RDB team is assessing the claims regarding the hotel’s alleged poor service, adding that the district is waiting for the results.
The hotel management and its lawyer did not respond to The New Times requests for comment.
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