Terms of Reference (ToR) for Provision of Hotel Services to WaterAid Rwanda

1. Background:

WaterAid Rwanda (WARw) works with implementing partners and government to plan and implement inclusive and sustainable access to clean water, sanitation, and hygiene (WASH). WARw also seeks to influence the policy change through government and other key WASH stakeholders to secure and protect the right of poor people to safe, affordable water and sanitation services. 

WARw is an NGO implementing programs and activities that require reliable hotel services for staff, consultants, partners, and stakeholders. These activities include meetings, workshops, training, and conferences held at national and regional levels.

To support effective implementation of these activities, WARw seeks to engage qualified hotels/service providers to deliver accommodation, conference facilities, and airport transfer services on a framework or as-needed basis.

2. Objectives of the Assignment

The objective of this ToR is to identify and contract reputable hotel service providers who can deliver high-quality, cost-effective, and timely services, including:

• Accommodation for staff and guests
• Conference and meeting packages
• Airport pick-up and drop-off services

Scope of Services

a) Accommodation Services

The service provider shall be responsible for:

• Providing clean, secure, and well-maintained rooms (standard and deluxe room)
• Providing breakfast and optional meal plans (lunch/dinner)
• Ensuring reliable utilities (water, electricity, Wi-Fi)
• Offering laundry services
• Ensuring compliance with health, safety, and security standards

b) Conference and Meeting Services

The service provider shall provide:

• Conference and meeting rooms of varying capacities.
• Standard conference packages, including hall-hire, Audio-visual equipment (projector, screen, microphones, flip charts)
• Stationery (notepads, pens)
• Tea/coffee breaks and meals as required
• On-site technical and logistical support during events
• Flexible room set-ups (U-shape, classroom, theatre, boardroom, etc.)

c) Airport Transfer Services

The service provider shall:

• Provide reliable airport pick-up and drop-off services
• Use roadworthy, insured, and well-maintained vehicles
• Ensure professional, licensed, and courteous drivers
• Ensure punctuality and safety of passengers.

3. Duration of the Agreement

The agreement shall be for an initial period of one (1) year, renewable subject to satisfactory performance.

4. Deliverables

The service provider shall:

• Confirm bookings in a timely manner
• Provide services as requested and per agreed standards
• Submit accurate invoices supported by booking confirmations and service details
• Maintain consistent service quality throughout the contract period.

5. Service Standards and Compliance

The service provider must:

• Maintain high standards of hospitality and customer service
• Comply with national regulations related to hospitality, transport, health, and safety
• Respect confidentiality and professionalism when hosting WaterAid’ employees and guests.
• Demonstrate commitment to safeguarding, non-discrimination, and ethical conduct
• Comply with RDB rating standards for 3, 4, and 5- star ratings.

6. Areas of operations

We are inviting hotels operating in Kigali, Bugesera, Nyamagabe, Nyagatare, Kirehe, Huye, Karongi, Rubavu, Rwamagana and Musanze Districts to submit their applications.

7. Eligibility and Qualification Requirements

Interested service providers must:

• Be legally registered and licensed to operate
• Have proven experience in providing hotel and/or conference services
• Demonstrate capacity to deliver services as required and provide references from previous or current clients
• Mention the hotel rating (3,4- and 5-star as per RDB)

8. Evaluation Criteria

Proposals will be evaluated based on:

• Compliance with the ToR
• Quality and range of services offered
• Cost competitiveness
• Experience and references
• Location and accessibility

9. Confidentiality

All information shared by WaterAid Rwanda during the course of this engagement shall be treated as confidential. 

10. Safeguarding

• The service provider will sign and abide by the WaterAid safeguarding policy and code of conduct.
• The service provider will report all incidents, suspicions or allegations relating to Safeguarding to the Safeguarding Focal Point immediately (no later than 24 hours).
• Mismanagement of a safeguarding incident is grounds for termination of this agreement.

11. Submission Requirements

Interested service providers should submit the following requirements through WARwanda@wateraid.org by 23th Sept 2026:

• Company profile including the full description of services offered
• Rate card as per table below, (accommodation, conference packages, transfers)
• RDB registration certificates
• At least 3 References or recommendations letters
• VAT registration certificate and recent tax clearance certificates.
• Any other additional services offered.

Rate card table:

Disclaimer:

WaterAid Rwanda will contact only shortlisted applicants for further negotiation; If not required, only the selected candidate will be notified.

Note:

WaterAid has zero tolerance for all forms of harassment, discrimination, abuse and bullying, especially pertaining to children and vulnerable adults. Consultant(s) will be required to commit to adhere to WaterAid’s safeguarding policies & code of conduct. Consultant or consultancy firm will ensure all staff on the project sign up to safeguarding policies as required. The consultant(s) will be required to support district and community level structures in understanding and implementation of safeguarding policies.