We stayed here two nights as part of our Kuoni tour of Sri Lanka. It was a last minute change by Kuoni as the original hotel was being refurbished.
In summary it is a 3 star hotel pretending it is a 5 star hotel.
I will explain why below:
Check-in was not personalised, our guide had to do the necassary paperwork, normally this is done by the guest relations staff. We asked about the dress code and were advised it was smart casual in the restuarant, when we dined we observed guests dressed in shorts and tee shirts. The hotel does not enforce it's dress code.
The room was a good size, though it had a 3 bed made up in it and we had to ask for this to be removed. There was a nice balcony with great views over the hills. Rooms are in a seperate block from the main hotel and involved a 100m walk each time to get there. It's layout is not suited to those with walking disabilities.
There is wifi in the public areas and not the rooms, so one had to walk the 100m to get internet access.
The main restuarant offers a buffet style service, there was a good selection of food on offer. Though the orange juice at breakfast was orange squash.
On our first night we presented ourselves at the restuarant for dinner. We were shown to our table, no explaination was given to us on how we should get our food, we had to ask.
We were approached at our table and asked if we wanted drinks, we had to ask for the drinks menu. the waier had to go and get them, he should have had these with him when he asked for our drinks order. The drinks took a long time to arrive after we chased our waiter for them.
It seems the staff were not aware of standard hotel procedures on serving guests in the restuarant, either lack of training or procedures. Either way it was a management issue. The duty restuarant supervisor was visible but ineffective more creating a show rther than managing the serving staff.
On the second day we returned to our room at 3.00pm to find the room had not been cleaned, we had to ring to ask fo it to be cleaned.
All in all it was a disappointing hotel to stay in with poor service and de-motivated staff.
When I checked out I was asked about my stay, first time I had been asked during the stay, something the restuarant supervisor should be doing to ensure his staff are performing correctly.
I complained about the poor service, the receptionist said the rights words an dasked me to fill out a survey. I refused as I had no confidece that there was an effective system to monitor guest comments. If there was all the above problems would have been resoved before we arrived at the hotel.
We will not stay at this hotel again and hope Kuoni change back to the original hotel for Kandy.
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