Infinity Hotel Kampala

The hotel offers a tranquil escape, with its signature swimming pool and lush garden areas providing a calm and relaxing environment amidst the city's hustle. This makes it an appealing choice for couples seeking a romantic getaway, families looking for a fun and secure place for their children, and business travelers who appreciate a peaceful setting for remote work. Many guests highlight the attentive service and the hotel's central location as key advantages. However, feedback on room maintenance and cleanliness is notably mixed. To ensure a smooth stay, it is advisable for guests to thoroughly inspect their assigned room upon arrival and to confirm their booking directly with the hotel, as some instances of overbooking have been reported. The hotel's highly praised pizza also stands out as a culinary highlight.

Facilities & Amenities
Guests frequently commend the hotel's array of facilities, particularly the inviting swimming pool, which is described as long, clean, and a great spot for relaxation. The vibrant bar area is also a popular feature, offering a pleasant atmosphere, good Wi-Fi for remote work, and a large screen for entertainment. For those seeking rejuvenation, the spa services, including a steam bath and sauna, receive positive mentions for providing excellent massages. While some rooms include a kitchenette, guests note that these often lack essential utilities, though staff are generally responsive in providing them upon request. Rooms are equipped with a kettle, tea bags, sugar, and milk, adding convenience. It is important to note that rooms typically feature fans rather than air conditioning.

Cleanliness & Room Comfort
Feedback on cleanliness and room comfort is varied. Many guests appreciate the spacious rooms and the overall tidiness, with some describing the beds as exceptionally comfortable and soft, ensuring a restful sleep. The soundproof windows are also noted for effectively reducing external noise levels. However, a significant number of reviews highlight concerns regarding room maintenance. Issues include dirty or worn towels, dusty surfaces, poorly maintained bathrooms with mold, poor drainage, and even missing shower doors leading to flooding. Some guests reported rusty brown water from showers and unreliable door locks. Additionally, the absence of air conditioning in rooms, relying solely on fans, was a point of contention for some, as were occasional reports of ants and squeaky beds.

Dining & Food Quality
The hotel's dining options receive generally positive feedback, with the breakfast often described as superb, hearty, and offering a good variety, though some found it poorly presented with dry bread. The pizza is a standout item, frequently praised as "out of this world" and freshly prepared, making it a highly recommended choice. Guests also enjoy the generous portions and tasty selections available for lunch and dinner. The restaurant and bar areas are noted for their pleasant ambiance, providing a nice place to relax and enjoy meals and drinks. However, a few guests mentioned a lack of menu variety and that the dining area itself could benefit from an update, with some furniture appearing old and worn.

Location & Accessibility
The hotel's central location in Kampala is consistently highlighted as a major advantage, offering excellent accessibility to various parts of the city. Guests appreciate its proximity to the main road in Muyenga/Kabalagala, making it convenient for both travel and exploring local attractions. It is situated near the vibrant Ethiopian village on one side and the more gentrified diplomats area on the other, providing diverse cultural and dining experiences. While the area can experience congested roads during the day, the hotel itself is described as a quiet and calm oasis. Some guests noted disruptive noise from a nearby school in the mornings. Its convenient position also places it close to a hospital and a popular shop.

Staff & Service
Staff at the hotel receive highly mixed reviews. Most guests praise the friendly, professional service, describing employees as accommodating, courteous, and always ready to assist with a smile. Many highlight the attentive service and staff helpfulness, contributing to a positive experience, with some even receiving a free late checkout. The option for room posting for charges is also appreciated. However, a notable number of reviews report instances of unprofessional service, including staff being unaware of procedures, exhibiting rudeness, or even demanding money. There are also mentions of mismanagement, particularly concerning overbooking issues that led to guests being turned away despite confirmed reservations. This stark contrast in feedback suggests an inconsistent customer service experience.

Additional Information
The hotel generally maintains good security measures, providing a sense of safety for guests during their stay. A significant recurring issue, however, is overbooking, where guests with confirmed reservations have been turned away upon arrival, leading to considerable inconvenience and frustration. This suggests a need for improved booking management. On a more positive note, the hotel offers a convenient POS payment system, allowing guests to pay using their Visa cards. Many guests found the hotel to offer good value for money, especially for short stays, given its facilities and location. Some guests also noted that the restaurant cashier occasionally returned less change than due, an issue that guests should be mindful of.