I would like to thank Liban Mugabo for his article published in this newspaper on July the 14th.
As you may know, a guest who complains is a guest who comes back!!This was mentioned in my books and I was happy to report to my students at the time I was lecturer in a hospitality and management school in my country abroad.
What you said is true and I totally agree with you to a certain point.
Meanwhile let me point out that “Laico Hotels & Management Company” took over only 6 months ago and we cannot take responsibility for the state of the building taking into consideration the history since it was “Le Méridien”, then “Windsor” and last but not least “Accor.”
of the main objectives of “Laico Hotels & Management Company” is to make this hotel a jewel in the beautiful city of Kigali.
We are actually working on a long term program to re-train all our staff and I apologise if during this training period they are not yet getting it quite well!
It is our intention that this part of the service will improve.
Recently, together with my team, we took the decision to reduce prices for our lunch and dinner buffets as well as drinks and this is already applicable and printed.
At the swimming pool, we have replaced all sits, tables and umbrellas and we have introduced drinks, ice cream and BBQ snacks to the pool side at modest prices too. New furniture (tables & chairs) for the terrace has been ordered and should arrive in the coming weeks.
We have also introduced “Le Café” a coffee shop in our lobby next to the very popular and well known bakery.
Myself, as the general manager, I only started mid march of this year and all these new things I have introduced are for the benefit of our valuable guests.
I can assure you that many more changes are due and I invite you personally to meet me to introduce myself and discuss with you about these issues.
Concerning your comment of new entrant in a foreign country, allow me to be precise that “Laico Hotels & Management Company” is an African company managing actually a total of 12 properties located in 8 African countries and I invite you to visit them through our web site www.laicohotels.com
Once again I thank you for your message and enquiries. This shows us your interest for things that need improvement and this will help me and the company I am representing to bring lots of changes in a near future.
I would be very happy to meet you at “Laico Umubano” and I am looking forward to hearing from you soon.