Dear Marara

The recent suspension of operations at Château le Marara hotel has made headlines across Rwanda. The Rwanda Development Board (RDB) announced on July 21, 2025, that, effective July 22, 2025, the hotel’s operations have been suspended. This action follows an investigation which revealed that the hotel was operating without a valid license.

This crackdown comes after the hotel was in the spotlight on social media following a high-profile wedding involving prominent figures. The wedding of Hajj. Shadadi Musemakweri, CEO of Gorilla Motors Ltd and Gorilla FC, and Uwera Bonnette was held at Château le Marara, where attendees reportedly encountered poor service. Allegations included power outages, lack of security, unaddressed issues during the event, hygiene problems, pricing inconsistencies, breach of contract, and substandard services.

In response, the hotel’s management took legal action, accusing the couple of threatening defamatory and fraudulent acts to avoid paying owed fees.

Dear Marara, Here are key pieces of advice from the public:

1. Hire experienced and knowledgeable staff: Ensure staff are well-trained, professional, and capable of providing quality service. Proper staffing reduces service failures caused by incompetence.
2. Prioritize customer satisfaction: Remember “the customer is king” and “the customer is always right.” Address customer complaints promptly and sincerely, even if it costs more initially, to build loyalty and reputation.
3. Address issues immediately: When problems arise, quickly acknowledge and resolve them. Apologize to customers on the spot, show genuine concern, and implement corrective measures swiftly.
4. Learn from customer feedback: Treat complaints as opportunities to improve. Openly investigate, apologize for mistakes, and make necessary changes based on feedback.
5. Invest in quality service and event planning: For large events, organize with top professionals, negotiate deals, and prepare thoroughly to meet guest expectations and avoid complaints.
6. Be transparent and communicative: When issues occur, publicly acknowledge mistakes, apologize, and explain steps taken to fix them. Transparency helps protect reputation.
7. Prepare for crisis management: Develop a plan in advance for handling service problems, including assigning responsibilities and having a communication strategy.
8. Show humility and courage: Publicly apologize when mistakes happen, demonstrating care and commitment to service quality—this enhances trust and credibility.
9. Continuous employee training: Regularly train staff to maintain high standards of service and improve guest experiences.
10. Focus on long-term reputation: Exceptional service and prompt responses to issues are essential for maintaining customer trust and loyalty in the hospitality industry.