We stayed at this hotel for one night on full board with our two children. We are a local/expat family of four. I called a month in advance to book our room. The hotel was running a special through HSBC offering 50% off for locals and Expats. I gave all information for our family at the time of booking, and requested a top floor from. A final, nett, price quote was given with a reference number and we were promised the room we requested. Just to be safe, I called the hotel up a few days before we arrived and once again reminded them that we wanted a top floor room.
When we arrived, as my husband was parking the car, I was promptly greeted by a girl from the front desk and she requested my passport. She assumed, as I am American, that I was a tourist. I explained that we were a local family and she showed us to a bench at the back of the lobby. We proceeded to sit and watch as tourists were seated in a different section near the desk, served welcome drinks and we were offered none. After some time we were given our key and directed to a ground floor room. We told the attendant that we requested an upstairs room, and we had to wait for them to sort that out. When they came back a guy from the front desk spoke with my husband and informed him that we had failed to inform them of our 7 year old son, and the price would go up due to his room supplement. I was totally annoyed and told him that it made no sense why I would inform of my 12 year old son and not the other one. Then he said my 12 year old is charged as an adult, which is a blatant lie because it says 13 and up on the website. I said it's your mistake, we are not paying any more. He said okay and showed us to our room. We had booked for a triple and were taken to a double. I was so pissed at this time that I just gave up and requested another bed. After a few minutes another front desk guy showed up at the door arguing about the rate. My husband said we will pay what we agreed and not a rupee more, or we will go. The guy said okay never mind and left. At that point my husband called hsbc and informed them of the situation. The lady at hsbc said they had other complaints.
So, the room was okay. Not bad. But not a triple. The beach is lovely and the hotel is well laid out. The food was fantastic and the dining staff was great, and that's what the two stars are for. But the front desk, awful beyond belief. There were always a crowd of them standing around doing nothing, or smoking by the pool bar. Totally unprofessional. We checked out quickly and without any problems other than that we were charged for a triple instead of the double we actually stayed in, but I was so sick of it by this point that I just paid the bill.
The real kicker came when we were just about back to Colombo and the phone rang. It was the hotel calling to inform us that they had neglected to charge us for a beer we had at lunch and could we please go to their bank in Colombo and deposit the money for it. I mean, can you imagine? Calling us over an 180 rupee bottle of Lion Lager? We laughed ourselves all the way home!
They are rude, scammy, and unprofessional. I would go for a meal, but nothing else.
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