A tourist complains about poor customer care in One Love Club Hostel, Kigali

Editor, I am writing to complain about the One Love Club Hostel. My partner and I arrived in Kigali on the 31st of last month and asked the lady at the reception for a double room with hot water. I do not remember the lady’s name but she was friendly and helpful. After completing the required paperwork we went to the site restaurant and ate. Upon returning to our room we discovered that the toilet did not flush and was leaking over the floor. Upon closer inspection I found two large cockroaches behind the WC. After killing the cockroaches I tried to wash my hands but the tap was very stiff and once turned on was almost impossible to turn off again. Rather than use the wash hand basin we decided that it would be more practical to use the shower whereupon we discovered that the hot water was not working. Whilst unpacking I sat on the end of the bed facing into the room and the slats supporting the mattress partially collapsed. No mosquito net was provided so we erected our own. In the morning we were horrified to wake up and find that the inside of the mosquito net was crawling with nymph stage cockroaches. I found at least ten on the mosquito net and several more in the actual beds. At this point we were feeling very cheated and decided that given the appalling conditions it would be appropriate to withhold half of the money being asked for the room, which was $20. We got up and went straight to reception where we met a smartly dressed man in a suit. We politely explained the list of defects and problems we had encountered and he immediately said that the room was under renovation and should not have been let out. I then said that in view of the conditions we were only prepared to pay half of the advertised rate of 20,000 Rwf. He replied that it was not his fault that somebody else had let the room out and said ‘I need the money’. He then insinuated that we were just trying to avoid paying. He then became more abusive saying ‘you whites never want to pay... all muzungus are the same... you can afford to stay in any hotel’. At this point we were concerned for our safety and agreed to pay the full amount. After more abuse the door was finally opened and we were allowed to pass. We hope, that by highlighting the issues encountered, positive action will be taken. Thanks and keep up the good work, Richard Kuziara, Oxford, England, rich_abroad@hotmail.comStefanie Michor, Vienna, Austria, stefanie.michor@gmail.com

Opinions

A tourist complains about poor customer care in One Love Club Hostel, Kigali