Rwanda Investigation Bureau (RIB) has confirmed it received and is reviewing a case filed by Château Le Marara hotel management accusing a customer of damaging its reputation and brand.

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Some customers who attended a wedding ceremony at the lakeside hotel accused its management of poor service, negligence, and a lack of care in refunding guests over "its own failures." The unsatisfied customers said they raised their concerns about the quality of food and the overall service with the hotel management and were ignored or put on indefinite hold, which added to the frustration.

They claimed that they had to hire another generator because they couldn't rely on the hotel to provide stable electricity, among other claims.

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The hotel, through its lawyer Faustin Murangwa, filed a case to RIB accusing the customers of planning to harm its reputation, saying the customer in question actually owes it money.

"It is true that RIB has received the case on behalf of Château Le Marara, and it is currently under review for appropriate legal action. However, we are unable to disclose the details of the complaint at this stage,” RIB’s spokesperson, Thierry Murangira, told The New Times.

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A copy of the case filed by Château Le Marara hotel, which The New Times has seen but could not authenticate, outlines reasons for lodging the complaint against the customer.

It claims that the customer issued threats and defamatory statements, deliberately aimed at damaging the hotel’s business over the long term, as well as engaging in deceitful practices with the intention of avoiding payment of an invoice and demanding a refund.

How it all started

Château Le Marara Hotel entered into a contractual agreement to host a wedding ceremony between July 3 and 6, the hotel’s filed complaint reads.

The agreement included guest accommodation, traditional ceremonies, and the wedding itself.

All events took place and were conducted in accordance with the terms of the contract.

However, upon departure in July, the customer failed to settle the invoice totalling Rwf5.2 million for food and beverages consumed.

‘Threaten defamation as a tactic to avoid paying’

In an apparent attempt to avoid paying, the hotel management says, the customer began issuing threats, claiming to be a social media influencer who could damage the hotel’s reputation.

"On July 8, 2025, she acted on these threats by contacting our mutual clients and urging them to cancel their existing contracts with our hotel, in retaliation. She also made defamatory claims, stating that she was entitled to a 25% or even 40% reduction on the amount owed—despite having intentionally left without paying the full invoice of Rwf5,281,950.”

According to the hotel’s managers, as stated in the complaint, in an audio message dated June 1, the customer was heard arguing that "we allegedly launched a promotion with prices different from those stated in her contract.”

"This appears to be an after-the-fact excuse, as her contract had already expired. Her intention seems clear: to fabricate complaints and threaten defamation as a tactic to avoid paying, amounting to deception and extortion.”

The customer proceeded to publicly share these threats, the hotel said, including a letter they personally sent to the hotel dated June 25, along with audio recordings, which were then circulated on social media platforms, "portraying herself as an influencer with the clear goal of damaging our business and reputation.”

"These actions have already resulted in significant reputational and financial harm to Château Le Marara Ltd. We are now at risk of losing the owed funds through what we consider fraudulent behaviour,” adds the lodged complaint.

The hotel has requested that the customer and her accomplices, including those on social media, be investigated and prosecuted for blackmail and defamation, which continue to damage its business.

It also requested that the customer be compelled to pay the outstanding amount owed to Château Le Marara Ltd.

Meanwhile, Rwanda Development Board (RDB) has launched an inquiry into allegations of poor service delivery at Château Le Marara.