The closure, which followed customer complaints about poor service and negligence during a wedding ceremony in early July, surprised many, who questioned how a hotel that had been in operation for years could continue without proper authorisation.
At the time of the announcement, RDB warned that if the hotel continued operating beyond July 22, 2025, it would be in violation of national laws, a breach that could attract heavy penalties. The agency further explained that reopening would only be considered once the hotel had fulfilled all requirements to obtain an operating license in the tourism sector and complied fully with the relevant laws.
The revelation that such a prominent establishment lacked a valid operating license shocked the public, given that the hotel was well-known and had been welcoming guests for some time.
Speaking to IGIHE, Irène Murerwa, Chief Tourism Officer at RDB, explained that the situation was not unusual, pointing out that Rwanda’s 2014 Tourism Law allows investors to begin their projects while still working toward fulfilling conditions for an operating license, depending on the type of investment.
She clarified that beginning operations does not automatically mean an establishment is licensed in the tourism sector.
“In this case, the issue is not complicated. Registering an investment is simple and can be done online within six hours. But the key question is: what type of investment is it? A hotel, a restaurant, a nightclub, or apartments? The license granted depends on the category, and in their case, they were operating without ever applying for the proper license,” Murerwa said.
She added that although RDB was aware of the hotel’s investment activities, the owners had not completed all requirements needed to secure a tourism license.
“Anyone could see their doors open and assume they were licensed. Of course, RDB knew about them, just as we know many investors. We don’t close businesses the moment they open. We first conduct visits, hold discussions, and agree on timelines. Some investors fulfil requirements quickly, while others encounter delays. That was the case here,” she explained.
According to Murerwa, after an establishment begins operations, RDB reviews whether it meets the standards required for its specific category of tourism business.
“When challenges are communicated, we listen and allow time to address them, because our role is both regulatory and developmental. But once the grace period expires and compliance is still lacking, then closure becomes necessary,” she said.
Murerwa confirmed that Château le Marara had been inspected several times and was repeatedly reminded of what it needed to comply with. However, despite discussions, the hotel continued to report difficulties in meeting the legal requirements.
“We visited them and held discussions. But at some point, it became clear they were not treating the requirements with the seriousness of legal obligations. People wondered how such a well-known hotel, recognised by the community and local authorities, could lack RDB approval. The truth is that while they had the right to invest, they did not have the license to operate in the tourism sector,” she said.
Currently, investors registering in the tourism industry are required to fulfil up to 22 conditions, in addition to specific requirements depending on the category of business. These include registering the investment, employing qualified staff, and adhering to hygiene, safety, and environmental standards, among others.
While she did not disclose which specific requirements Château le Marara had failed to meet, Murerwa emphasised that any failure to comply constitutes a violation of the law.
“In tourism, there are many conditions to meet. If out of more than 20, you have fulfilled only five, you are still violating the law. While much attention is on Château le Marara, many other establishments have not met all conditions, and these cases must equally be reported to the authorities,” she concluded.
According to RDB officials, an establishment may be suspended for several reasons, such as employing workers without contracts—which is prohibited by law—or when clients suffer health complications due to non-compliance with required standards.
By law, RDB may grant an establishment a grace period during which it continues to operate while working to meet the required conditions. However, if follow-up inspections reveal ongoing non-compliance and no valid justification is provided, the institution risks suspension.
Murerwa explained: “There are instances where, for example, an employee mistreats a guest. That alone does not immediately warrant closure. In such cases, we conduct visits, issue warnings, and give time for correction. But if a client suffers health complications because the establishment failed to meet hygiene or safety requirements, then it becomes a serious matter, and closure is enforced immediately.”
She emphasised that closure is not necessarily permanent. Once the owner fixes the violations and meets all required conditions, they may request reopening. The application is reviewed through an inspection by a joint team from RDB, the Police, and other relevant agencies. If the team confirms compliance, the establishment is granted a license to resume operations.
Currently, a tourism operating license issued by RDB costs 80,000 Rwandan francs, although the fee may change in the future as part of an ongoing legal review process.
Château le Marara is located in Karongi District, on the shores of Lake Kivu.
RDB clarifies the reasons behind the closure of Château le Marara.
A month has now passed since Château le Marara was ordered to close its doors
