The Rwanda Development Board (RDB) has launched an investigation into complaints raised by clients who reported dissatisfaction with services at Château Le Marara, a hotel located on the shores of Lake Kivu in Karongi District.
The allegations emerged after a wedding ceremony held at the hotel on Monday, July 14, 2025.
Guests who attended the event claimed the hotel treated them disrespectfully, offered subpar services, and failed to conduct itself professionally as a hospitality establishment.
Some said they were promised top-tier services, only to be met with the opposite upon arrival.
One attendee wrote on platform X:
“It’s sad to see a business refusing to take responsibility for its mistakes after being fully paid in advance and promising premium services that were never delivered.”
Clients also said they were forced to find their own generator, as the hotel could not provide sufficient electricity. When they raised concerns about food and general hospitality, the hotel management allegedly ignored them or redirected them to unhelpful contacts.
While RDB confirmed it is gathering all information related to the matter to establish the truth, the management of Château Le Marara chose to file a complaint with the Rwanda Investigation Bureau (RIB), claiming that some of the complainants failed to fulfill their own obligations, including payments for services consumed.
Jean-Guy Afrika, Director General of RDB, told The New Times that
“Any decision taken will comply with the tourism laws and regulations of Rwanda.”
The Mayor of Karongi District, Gérald Muzungu, confirmed that they are waiting for the results of the ongoing investigation, emphasizing that the case is being treated as urgent.
