Rwanda Development Board (RDB) announced the temporary closure of Château Le Marara hotel in Karongi District on Monday, July 21, after a probe into allegations of poor service.

The hotel was found to be operating without a tourism operating licence and the closure order took immediate effect, the RDB said in an announcement on Monday evening.

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The decision follows complaints from some customers who attended a wedding ceremony at the lakeside hotel in early July and later accused its management of poor service, negligence, and a lack of accountability in refunding guests for what they described as the hotel’s "own failures."

ALSO READ: RDB probes into poor service claims at Château Le Marara hotel

The dissatisfied customers said they raised concerns about the quality of food and the overall service with hotel management but were either ignored or put on indefinite hold.

After the claims circulated on social media, RDB chief executive Jean-Guy Afrika told The New Times on July 15 that a probe into the alleged poor service at Château Le Marara had been launched to establish the facts of the matter, adding that any decisions would be made according to tourism laws and regulations.

The hotel management also filed a complaint with Rwanda Investigation Bureau (RIB), accusing the client who used their services between July 3 and 6 of blackmail and failing to pay bills. They also alleged that the client had threatened the hotel with defamation. RIB told The New Times on July 16 that they were reviewing the case.

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Monday&039;s announcement cites the tourism law, which requires hotels and other hospitality businesses to have a valid Tourism Operating Licence and grants the RDB the authority to suspend or close non-compliant establishments.

"RDB hereby orders the immediate closure of Hôtel Château Le Marara,” read part of the announcement posted on X.

"Following an investigation, the facility was found to be operating without a Tourism Operating Licence, in clear violation of national tourism regulations."

It notes that, effective July 22, the hotel is no longer authorised to operate.

"Any attempt to continue operations beyond this date will constitute a breach of national law and may trigger further enforcement action. Reopening will only be considered upon successful completion of the Tourism Operating Licence application process and full compliance with applicable regulatory requirements," the statement warns.

According to RDB, all tourism and hospitality operators are reminded that holding a valid Tourism Operating Licence is a legal obligation.

The licence serves as a guarantee of minimum safety, service, and operational standards necessary to protect both visitors and the industry at large.

"RDB remains fully committed to upholding the integrity, safety, and professionalism of Rwanda’s hospitality sector.