Dear Guest , We are saddened to hear that your experience at the Grand was below your expectations and assure you that the senior management of the Hotel have gone in to the details of your post and will take remedial action. The reason behind the importance we are paying for your comment is simply because, firstly, the experience you have described is way, way below the standard we set ourselves and Secondly, because we do not get this kind of feed back very often. To treat every single guest as a VIP is articulated in our Mission statement and is communicated to all employees constantly, and as a hotel playing host to more than 450 guests on certain days, we have made a name for providing services , which very often exceed customer expectations. However, we are aware that there are areas where improvement is needed, and thank you for taking the time to tell us about some of them. Some of the negative feedback we receive is often due to the prices we command among the hotels in Nuwara Eliya, and the lack of an unrealistically flexible discount and child policy. Once again I thank you for reviewing us and do hope you enjoyed the rest of your stay in Sri Lanka. Yours sincerely, Resident Manager.