Please review our policies to ensure a smooth and enjoyable stay at Makutano Kivu Resort
Last Updated: January 3, 2026
How to secure your stay
Reservation Confirmation
All reservations must be confirmed with a valid payment method. You will receive a confirmation email with your booking details within 24 hours.
Booking Channels
Reservations can be made directly through our website, by phone (+250 798 696 529), email ([email protected]), or WhatsApp. Direct bookings receive our best rate guarantee.
Advance Booking
We recommend booking at least 7 days in advance during peak season (June-September, December-January) to ensure room availability.
Group Bookings
For group reservations of 5 or more rooms, please contact our reservations team directly for special rates and arrangements.
Flexible cancellation terms
Free Cancellation Period
Cancellations made 48 hours or more before the scheduled check-in date will receive a full refund of any deposits or advance payments.
Late Cancellation (24-48 hours)
Cancellations made between 24 and 48 hours before check-in will incur a charge equivalent to one night's accommodation.
No-Show Policy
Failure to arrive (no-show) or cancellations within 24 hours of check-in will result in a charge for the full booking amount.
Special Circumstances
In case of emergencies or extraordinary circumstances (medical emergencies, natural disasters, etc.), please contact us immediately. We will work with you to find a suitable solution.
Arrival and departure procedures
Standard Time: 2:00 PM
Early Check-in: Available upon request, subject to room availability (may incur additional charges)
Required: Valid photo ID (passport or national ID) and credit card or cash deposit
Standard Time: 11:00 AM
Late Check-out: Available upon request until 2:00 PM (50% of room rate), after 2:00 PM (full night charge)
Express Check-out: Available - settle your bill the night before
Luggage Storage
Complimentary luggage storage is available before check-in and after check-out at our reception.
Room Keys
Lost room keys will incur a replacement fee of RWF 10,000.
Accepted payment methods and terms
Accepted Payment Methods
We accept cash (Rwandan Francs, US Dollars, Euros), Visa/Mastercard, MTN Mobile Money, and Airtel Money.
Deposit Requirement
A deposit of 30% of the total booking amount is required at the time of reservation. The remaining balance is due upon check-in.
Additional Charges
Additional services (room service, laundry, activities, etc.) will be charged to your room and settled at check-out.
Security Deposit
A refundable security deposit of RWF 50,000 may be required at check-in to cover incidentals. This will be refunded upon check-out after room inspection.
Currency & Exchange
All prices are quoted in Rwandan Francs (RWF). Foreign currency payments will be converted at the prevailing bank rate on the day of payment.
Ensuring a pleasant stay for everyone
Quiet Hours
We observe quiet hours from 10:00 PM to 7:00 AM. Please be considerate of other guests and keep noise levels to a minimum during these times.
Smoking Policy
All rooms and indoor common areas are non-smoking. Designated smoking areas are available in outdoor spaces. Violation of this policy may result in a cleaning fee of RWF 100,000.
Visitor Policy
For security reasons, visitors must register at reception. Visitors are not permitted in guest rooms after 10:00 PM unless registered as additional guests (extra charges apply).
Children & Supervision
Children are welcome. Parents/guardians are responsible for supervising children at all times, especially near the lakefront, pool areas, and other potentially hazardous locations.
Pet Policy
Pets are not allowed unless prior arrangements have been made with management. Service animals are always welcome with proper documentation.
Environmental Responsibility
Please help us maintain our beautiful property. Dispose of trash properly, conserve water and electricity, and respect the natural environment around Lake Kivu.
Prohibited Activities
Illegal drugs, weapons, fireworks, and any illegal activities are strictly prohibited. Violation will result in immediate eviction without refund and may involve law enforcement.
How we protect your information
Information Collection
We collect personal information (name, contact details, payment information) necessary for reservation and service delivery. This information is stored securely and used only for legitimate business purposes.
Data Security
We implement appropriate security measures to protect your personal information from unauthorized access, alteration, disclosure, or destruction. Payment information is encrypted using industry-standard protocols.
Information Sharing
We do not sell, trade, or rent your personal information to third parties. Information may be shared only with service providers essential to your reservation (payment processors, etc.) or when required by law.
Marketing Communications
With your consent, we may send promotional emails about special offers and resort updates. You can opt-out at any time by clicking the unsubscribe link in our emails or contacting us directly.
Your Rights
You have the right to access, correct, or delete your personal information. Contact us at [email protected] to exercise these rights.
Cookies & Website
Our website may use cookies to enhance user experience and analyze website traffic. You can control cookie settings through your browser preferences.
Important safety information
Guest Responsibility
Guests are responsible for their personal belongings and any damage to resort property caused by themselves or their visitors. Use in-room safes for valuables.
Property Damage
Guests will be charged for any damage to rooms, furnishings, or resort property beyond normal wear and tear. Charges will be assessed at replacement cost.
Water Activities
Lake and water activities are undertaken at your own risk. While we provide safety equipment and guidelines, the resort is not liable for accidents during water activities. Children must be supervised at all times.
Medical Emergencies
In case of medical emergencies, contact reception immediately. We will assist in arranging medical care, but guests are responsible for all medical expenses. Travel insurance is highly recommended.
Emergency Procedures
Emergency exits and procedures are posted in all rooms. Please familiarize yourself with this information upon arrival. In case of fire or emergency, follow staff instructions and evacuate calmly.
Travel Insurance
We strongly recommend purchasing comprehensive travel insurance to cover trip cancellation, medical emergencies, and personal belongings.
Disclaimer: While we strive to provide a safe and secure environment, Makutano Kivu Resort is not liable for loss, theft, injury, or any incidents beyond our reasonable control. Guests participate in all activities at their own risk.
If you have any questions or need clarification about our policies, please don't hesitate to contact us
Makutano Kivu Resort • Rubavu (Gisenyi), Rwanda • 77W7+RQ Rubavu