The booking mentioned a complimentary airport pickup or drop but the hotel email subsequently following booking confirmation mentioned that it would be chargeable. The hotel restaurant struggles with service, something as simple as a fresh juice or coffee takes ages to be served. The hotel front entrance which is facing the main road is permanently closed, so walking out of the hotel, you need to go down the basement at the back side of the hotel and then walk up a steep climb to reach the front entrance. ( Earlier, they used to keep the front entrance open for pedestrians).

I like the place as it is very clean, well organised and well interior design. Staff are very friendly and helpful.

Regarding the airport transfers, I had reserved accommodations that indicated on Booking.com that round-trip airport transfers were included in the package. However, when I reminded the reception about my transportation to the airport, I was unexpectedly told that I needed to pay 20 USD. This was disappointing since the transfers were supposed to be included in my package. While it may seem like a minor issue, it was quite frustrating.

The staff are exceptionally good. From the security to the receptionist and kitchen were absolutely good. At the kitchen, Divine was great. Always available to provide any meal you want. The breakfast is continental and has everything available. The hotel gives you a very good view of the city at night. What a beautiful view. City center is very close to the hotel. It takes us about 20minutes walk from the hotel to the city center. I will sure come back to M Hotel.

The efficiency of pickup at the airport was impressive, my flight was at 3am and we ve landed 20min in advance, and I was surprised that the driver was already outside waiting and was free as well. The breakfast had loads of varieties from local to international dishes. The service overall was friendly and approachable. They provide in town activities as well, I just went and booked pottery making, and cooking experience with locals at the reception, how efficient! Was worth the price and enjoyable. I would really recommend it for people traveling for tour purposes as I ve enjoyed it.

Everything was perfect. Staff is really helpful and kind. We got un upgade of the room and the room was spacious with two balconies. Breakfast is so delicius with a variety of food.

The only bad thing (but not significant to the rate) is that we washed and ironed our clothes and when we picked it up it was with stains. It was all muddy because of the trakking and possibly couldn't be cleaned but they should have mentioned it. But as I said, it doesn't lower 10 stars rate.

Location was ideal, serene and peaceful. Breakfast was good ...Jackson used to make us a special ginger and lemon tea and we had cake delivered every night to our rooms with out turn down service. Excellent hospitality!

Food should always be piping hot from the kitchen and it wasn't peppery enough( our preference i guess) nothing Akabanga chili oil can't solve...otherwise nothing to complain.

The buffet breakfast was delicious. The location was excellent as it is not far from the city centre. It is within walking distance, but it's much quicker by motorbike taxi. The pool bar is well-located. There is an excellent view of Kigali at night. It was an excellent place to chill and relax, especially at night.

The area around the pool bar is not being maintained properly compared to the other hotel facilities

The rooms are really comfortable and spacious and well serviced. Location really central between city centre and Kigali Convention Centre. Great facilities

Their pre-arranged shuttle connection was terrible. Collected 40 minutes late on arrival and departure delayed by 20 minutes, yet still expected to pay for the "Service". Wi-Fi not that stable. Tea and coffee facilities great, but no plug for the kettle by the facilities - had to move a cupboard and plug in the kettle on the floor

Breakfast was nice but a little more options should be added.

The gym isn't so good. Wifi does not work at the gym, and it is on the lowest floor. For a lady, I felt a bit insecure since my wifi was off. Anyway, it served its purpose for the time I used it, but really, wifi for guests should be extended to that area.

The staff are amazing right from I checked in. Especially, after I checked out, I realized I forgot quite a few important stuff in the room. I called the lady receptionist and she immediately helped me check. With the housekeepers and receptionists’ effort, everything was intact. Wonderful. Grateful.