Frequently Asked Questions

You can make a reservation through multiple channels: book directly on our website for the best rates, call us at +250 798 696 529, email [email protected], or contact us via WhatsApp. We recommend booking at least 7 days in advance during peak season (June-September, December-January) to ensure availability.

We offer flexible cancellation terms:

• Free cancellation: Cancel up to 48 hours before check-in for a full refund
• Late cancellation: Cancellations within 24-48 hours incur one night's charge
• No-show: Full booking amount will be charged

Check-in: From 2:00 PM onwards
Check-out: Until 11:00 AM

Early check-in and late check-out are available upon request, subject to availability. Late check-out until 2:00 PM is charged at 50% of the room rate, and after 2:00 PM is charged at the full night rate. Complimentary luggage storage is available if you arrive early or need to leave bags after checkout.

Yes, we require a deposit of 30% of the total booking amount to confirm your reservation. The remaining balance is due upon check-in. We accept payment via credit cards (Visa/Mastercard), mobile money (MTN, Airtel), bank transfer, or cash in Rwandan Francs, US Dollars, or Euros.

We offer a variety of room types to suit different needs and budgets:

• Standard Rooms: Comfortable accommodations with essential amenities
• Deluxe Garden Rooms: Spacious rooms with garden views
• Superior Comfort Rooms: Enhanced comfort with premium amenities
• Premium Suites: Luxury suites with private balconies and stunning Lake Kivu views

All rooms include: free high-speed WiFi, air conditioning, ceiling fan, flat-screen TV, private bathroom with 24/7 hot water, premium toiletries, quality bedding, mini bar, in-room safe, wardrobe, telephone, and daily housekeeping. Premium suites offer additional features like private balconies with lake views, separate living areas, and upgraded bathrooms.

Yes! Complimentary high-speed WiFi is available throughout the entire property, including all guest rooms, restaurant, bar, and common areas. The connection is reliable and suitable for video calls, streaming, and work purposes.

Yes, we offer free on-site parking for all guests. Our secure parking area is monitored 24/7 and has ample space for cars, motorcycles, and larger vehicles. Access is available at any time during your stay.

We offer a wide range of activities including:

• Kayaking & canoeing
• Sunset boat cruises
• Swimming & beach time
• Fishing expeditions
• Yoga & meditation
• Spa & massage services
• Village cultural tours
• Nature hikes & bike tours

We recommend booking activities at least 24 hours in advance to ensure availability, especially during peak season. You can book through our concierge team at reception, by phone, or when making your room reservation. Some activities like kayaking and swimming are available on a walk-in basis, but tours and special experiences should be pre-booked.

Yes, all water activities are conducted with safety as our top priority. We provide life jackets, safety equipment, and basic instruction for all water sports. Professional guides accompany boat tours and fishing trips. However, guests participate at their own risk and should follow all safety guidelines. Children must be supervised by adults at all times near the water.

Absolutely! We welcome families and children of all ages. Our safe swimming areas, beach activities, and spacious grounds provide plenty of entertainment for kids. We can arrange extra beds or cribs in rooms upon request. Our restaurant offers a children's menu, and our staff is experienced in accommodating families. Parents are responsible for supervising their children, especially near the lakefront.

We accept cash (Rwandan Francs, US Dollars, Euros), credit cards (Visa and Mastercard), MTN Mobile Money, and Airtel Money. Foreign currency payments are converted at the prevailing bank rate on the day of payment. A security deposit may be required at check-in to cover incidentals.

Pets are not generally allowed unless prior arrangements have been made with management. Service animals are always welcome with proper documentation. If you wish to bring a pet, please contact us in advance to discuss specific requirements and any additional fees.

All indoor areas including guest rooms, restaurant, and common spaces are non-smoking. Designated outdoor smoking areas are available. Smoking in non-smoking areas may result in a cleaning fee of RWF 100,000. We appreciate your cooperation in maintaining a clean and healthy environment for all guests.

Yes, we offer professional laundry and dry cleaning services. Same-day service is available for urgent requests (additional charges apply). Simply place your items in the laundry bag provided in your room and notify housekeeping or reception. Pricing varies by item type.

In case of emergency, contact our 24/7 reception immediately by dialing "0" from your room phone or calling +250 798 696 529 from your mobile. Emergency exits and procedures are posted in all rooms. We have first aid available on-site and can arrange medical assistance if needed. Emergency contact numbers for local hospitals and police are available at reception.