Golden Tulip Canaan Kampala

I am the travel consultant who made the booking at the Golden Tulip Canaan Kampala for Mr Mark Sithole in 12 out 14 September 2025. When the client checked out yesterday, 14 September 2025, he was advised that his reservation was unpaid. Our afterhours consultants were contacted by the person from Mr Sithole's company who had made the booking with me. The voucher and receipt indicating that successful payment had been made on the booking portal used, Trip.com, was not sufficient to convince Shewit, the receptionist at the hotel, when sent. She insisted on receiving the card details. I advised her on the phone that the card bed been debited and that the She absolutely refused to check the client out, in spite of having received the proof of payment, and the fact that the client was now running late for his onward flight, and she insisted on receiving payment, again. I advised her that 1. the virtual credit card had expired 48 hours after issuance (issued Thursday 11 Sep) and had been already been debited/processed. She was most unreasonable! I also contacted Khim at Trip.com who confirmed that payment had been received by them. Khim promised to call me back and did not. To date I have not received an email or further communication from her either. This booking was handled really badly. The client paid for this booking (duplicate payment therefore) so he could leave the hotel. He missed his flight. We now require that Trip.com process the refund to our client, Mr Sithole, today and forward confirmation thereof today.

nice hotel

I stayed at Golden Tulip Kampala for 19 nights (21 July – 9 August). While the rooms were comfortable, the overall experience was disappointing. Breakfast: I asked multiple times for Arab-friendly options. The hotel said they would provide them but never did. Eventually, we agreed on chapati, and while it was nice of them to offer it, it was never ready on time — I had to wait 30 minutes every day and ended up late for work. Service & Staff: Very inconsistent. Some staff were polite and helpful (special thanks to Shawit and Tiegsti), but others were rude and unhelpful. Maintenance: Ongoing problems. My AC took 3 days before they finally moved me to another room. A leaking sink took 3–4 days of repeated complaints before it was fixed. Laundry: Very poor. Shirts returned wrinkled multiple times. When I asked for a button to be sewn (and provided the button), they used the wrong one, argued with me, then eventually fixed it — but returned the shirt dirty. The hotel has potential, but the lack of reliable service and poor maintenance made my long stay stressful. For a Golden Tulip, I expected much more.