When I was searching for a reasonable Hotel for the weekend this seem to be a choice as good as any. I initially intended to stay there for the whole weekend but it wasn't supposed to be.
When I reached there, which was already late evening and after sunset I realized that I actually knew the location right next door to Kampala's best Nightclub (The Guvnor) which doesn't make it such a choice location inside an Industrial Area next door to a Club. However, I decided to give it a try and probably even go clubbing in the night but still before I checked in I had a look at the room which was massive!
So, I checked in unpacked and went downstairs to have a drink and possibly get something to eat. That's where the surprise package that I had booked started unraveling. First it was almost impossible to get a Long Drink Glass at the Bar - but the waitress succeeded in borrowing one from the Casino next door. Perhaps one may think I'm fuzzy but I just don't like having my Rum & Coke from a whisky tumbler. Anyway that was just the beginning. The next surprise came when I asked for the location of the Restaurant - there is none (remember this is a ***Star Hotel at $ 120 a night) but I was offered a take away menu from some Indian chain restaurant nearby. Surprisingly I did get quite good food probably faster than if I would have gone to any Restaurant.
So having had my Drink and a good Meal I decided to go to my room and enjoy a movie until its time for the Club. Much to my surprise all the nice big flatscreen had to offer me was one (1) channel only! So I called the Reception which eventually answered to asked where all the other Satellite Channels disappeared to and was told that the channels could only be changed from their Control Room..!
Anyway, I asked the Lady to change for a movie channel which she obliged - unfortunately she called my back 5 minutes later to tell me that it appears the Hotel had not renewed their monthly subscription and she's unable to change to the channel I wanted.
Disappointed as I was I decided for a shower but although the housekeeper turn the water-heater on when I moved into the room 2 hrs earlier there was no hot water - just not my lucky day...... Anyway a cold shower is even more refreshing and why should I allow a lousy Hotel allow to spoil my Saturday evening mood - no way!
Coming back from the Club some hours later of course I have to use the bathroom and nearly burnt myself with the HOT water that had suddenly decided to arrive when I tried to wash my hands but don't worry I got compensated for that. When I woke up in the morning there was NO Water at all and once it started flowing it was so dirty that it was not usable in any way. However, by then I had already made up my mind to check out when I saw the dirt accumulated over at least 25 years underneath and behind the bed I had slept in that night.
Hungry as I was I still ordered for Breakfast - I honestly shouldn't have. The choice available was English Breakfast. I said I don't want Baked Beans with it and the answer was - well we don't have any - so no problem. It took 30 Minutes for my English Breakfast to arrive. It comprised 2 slices of Toast, no butter, no Jam and a SPANISH Omelette.....
I actually quite like Spanish Omelette but that wasn't what I wanted and certainly not what I had ordered. I asked for Coffee and was told there is only Tea.....
It took me 5 more minutes to pack my bag and check out NEVER to return.
Oh by the way I was able to negotiate a discount and paid $ 90 instead of 120.
I spent a night at the hotel. It has spacious rooms with a clean environment, well attended to in cases their needed arose of anything, excellent customer care right from the receptionist and room service as well as it's closeness to the city centre. I enjoyed my night and i wished i would extend my stay but i had business to accomplish .The rates were just fine with me and before i left the following day,i had my best breakfast just as i needed it .Keep up
My team and I arrived in Kampala in the early morning hours and checked TripAdvisor for a list of hotels near our appointment later that day. Our driver was familiar with the Taj Mahal Hotel and took me and my team there. The young lady at the reception counter was polite and quoted me a reasonable rate. So, I booked four rooms.
The problems began as soon as we checked in to our rooms at about 5:00 AM.
I had absolutely no water pressure in my room. Ended up taking a much-needed shower under a trickle. Another room had a non-working AC. Later that morning I reported these problems. I was told that they were aware of the shower problem in my room — and yet they put me in that room and told me nothing about the problem! I was moved to another room. I was also promised that the AC problem with another of our rooms would be resolved.
My new room had water pressure but no hot water. I called the front desk. As it turned out the water heater switch for my room was in the adjacent room, giving me absolutely no control over whether I had hot water. I asked why I had not been informed about this and all I got was an apology.
As for the room with no AC — still nothing on day two. This was followed by electrical problems that shut off power to our section of rooms. More inconvenience. The power was restored sometime after we departed for our morning appointment.
I again expressed my concern to the staff. They promised that they would work on the problems. Repairmen tried in vain to fix the AC. When we returned to our rooms we were surprised to find two of the doors open with repairmen going in and out. All of our stuff was totally exposed. When we asked if they had a pass key one repairman said it was not needed and showed us how he had opened the doors without a key card.
The ease with which the door locks could be picked was alarming. To make matters worse, I noticed that the door to my room had no strike plate, making it even easier to pick the lock with any credit card.
Proposed solution by staff: We can move you to another room. My reply: Again? I did not book a stay here to play musical rooms.
On day three I arrived to a clean room with no towels in my bathroom. None! I told one of the staff that all of these little frustrations added up and were keeping them from going from good to better. Still nothing resolved with AC. Plenty of apologies and "I am so sorry. We are working on it." Sorry, yes. Solutions never materialized.
I decided to look for another hotel for my team while I was in town. I arrived back at the Taj Mahal and told the staff that my team and I would be checking out. When asked why, I reviewed the litany of problems. I was again told that they were working on resolving my concerns and that they would be happy to move us to other rooms, thus further inconveniencing my team.
When I said that we were moving to another hotel, I was told I would have to pay a late check-out fee. I was somewhat shocked. I explained to the desk clerk that I had not even come close to receiving services commensurate with what I had paid for the rooms and was in disbelief that she was now gouging us even more. She did not budge and said I would have to pay the late check-out fee.
I expressed my profound disappointment concerning our stay and then paid for our rooms, including the late fees. I left completely disappointed, frustrated, and dissatisfied. The entire experience reminded me of the old proverb that cautions, “You can get wool from sheep every year but you can only skin them once.” I certainly felt skinned!
I travel extensively, and I do mean extensively — more than 200,000 air miles annually. I stay at hotels of every range around the world. I have had some disappointing experiences but none that frustrated me to this degree. I have never in my life written a bad review but felt this was my only recourse for what I had experienced at the Taj Mahal.
My team and I checked in to the Fairway Hotel and Spa for the remainder of our stay in Kampala. We were immediately treated with the highest courtesy and even received a rate lower than I expected. My entire team felt relieved and happy that we had moved.
I understand that others have had a better experience at this hotel. Unfortunately, I am not among them. I have reported accurately what happened and caution prospective guests to weigh their own decision about whether to stay at the Taj Mahal Hotel and Casino. They must ultimately decide if that is a gamble worth taking.
I stayed there for 10 nights a few months ago and can't believe I ever stayed anywhere else. The rooms are spacious and soooo clean. The service is amazing and attend to you immediately. Laundry service was cheap. The bathrooms were 5 star standard. The room has pretty much all you need. I am not into the whole casino thing but the location is so great. You can walk to most places etc. I am having my wedding in uganda this december and all my guests are travelling from everywhere so Taj Mahal came to mind. Hoping for the same amazing service and great rate. We will need 3 huge rooms for 16 nights. Either way, this hotel is amazing.
Stayed for one night after overbooking at the Speke hotel ended up there at 2 am after late flight and no hotel room at Speke which I had booked months ago and reconfirmed.
The receptionist was great the room more like an apartment and not much atmosphere but did well for us.
It is close to their casino so be careful can be noisy and not Central the
At was why I had booked the Speke.
The breakfast was ok and the waiter was lovely.