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“Lovely property with sketchy service”

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Era Beach by Jetwing
Ranked #8 of 23 Hotels in Galle
Certificate of Excellence
Singapore, Singapore
Level 6 Contributor
101 reviews
47 hotel reviews
common_n_hotel_reviews_1bd8 130 helpful votes
“Lovely property with sketchy service”
Reviewed February 7, 2012

This is a truly lovely hotel, located right on the beach. It appears to be run by a small, closely knit team. The General Manager is charming. The chef is very accommodating. The junior members of the team, although willing, are in need of more training though.

Having had a negative experience at a nearby property, we stopped by to look at the hotel a few days before our stay. I wanted to check that our rooms would be adjacent and that we would not be kept awake by traffic noise. I ordered a birthday cake for my son. I was guaranteed that everything would be fine.

On our return to check in, ours rooms were not adjacent, as promised. I was told that the property was fully booked and that it was impossible to place us right next to one another. When I expressed my displeasure, the impossible was doable again.

The rooms have been nicely decorated, although the window from the bedroom into the bathroom was an interesting feature (fortunately, they have fitted a blind). If your privacy is important, you need to know that the rooms are glass fronted on a corridor along which all guests pass (there are curtains fitted).

The pool, bar and restaurant areas are lovely but service is incredibly slow. I ordered drinks about half an hour before sunset and they arrived just as the sun was going down. When using the pool, there were no pool towels available, and there was nobody around from whom we could request some.

The restaurant was excellent. The menu was varied and the food was of very high quality. The birthday cake that we ordered was delicious. This is one area in which the service was absolutely up to scratch.

We requested a takeaway breakfast for an early whale watching trip and were told that it would be provided. However, no such breakfast was prepared for us next morning,. The only person on duty appeared to be the night watchman and he had no idea what I was talking about.

Check-out seemed to take forever. Not only did it appear that only the Assistant Manager could deal with it, he had to use a calculator to tot up our bill and race around the hotel chasing up receipts. They do not appear to have installed a computer system. This was not a major issue for us as we had lots of time on our hands, but if you were racing for an excursion or flight, you really should allow a LOT of time.

I understand that this property was taken over by Jetwing last year and accept that it takes time to iron out any issues. I'm not sure how long it will take.

Room Tip: Opt for a sea view room; it;'s worth the price difference.
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  • Stayed January 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Trunkix4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jetwinghotels, General Manager at Era Beach by Jetwing, responded to this review, February 16, 2012
Dear Guest,

We are happy to hear about your trip to Jetwing Era Beach and your positive comments towards the property itself. We always encourage feedback from our guests, whether it is positive or negative. These comments go a long way in helping us to identify the weak areas and work on them for better standards in the future.

As you know, we at Jetwing took over this property very recently. As with taking over any new property and bringing it up to the level we expect has its set of obstacles to overcome. It is a long organized process that takes a bit of time to implement fully. The service levels you were not satisfied with, I am happy to tell you are being worked on at the moment. The systems and procedures as well are being analyzed to find the best possible systems for Jetwing Era Beach. This will ensure great service, and high levels of efficiency in all areas of the hotel.

On behalf of the team, I apologize for the shortcomings you experienced during your stay at the property, but with all the hard work being put in to Jetwing Era Beach, we have no doubt it will go on to function at the standard we expect it to in the near future. We invite you to come and enjoy the Jetwing experience when your travels bring you back to Sri Lanka.

Sincerely,

Robert Claesson
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
  • Sleep Quality
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  • Value
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Traveler tips help you choose the right room.   Room tips (92)
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English first
Colombo, Sri Lanka
Level 2 Contributor
8 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed January 10, 2012

We enjoyed a good weekend at Era beach, staff was very friendly & helpful. Nice, small relaxed place. The beach is not that great with the reef, but it was clean & good to walk. Food was good and they prepared certain meals according to our requests, so the fact that there were few options in the menu was not a problem. Of course it took a long time to prepare the meal. So we gave the order and went later according to the time they asked ask to come but still we had to wait for about 15mins.

Apart from that it was very disappointing that some of the room facilities that have been mentioned were not available.
According to the facilities mentioned in the website the following were missing.

*telephone in bathroom (Never missed it)

*Mini bar (There was no fridge available, fortunately I didnt bring a bottle of Wine)

*DVD/CD player (Really missed this. Actually I made the reservation mainly because of this as me and my wife love to relax watching movies, specially as it was the rainy season, we wanted to come to Era Beach to celebrate our anniversary bcz of this. At least it was not raining in the morning otherwise it would have been 2 horrible days inside the room.)

*Tea/ Coffee making facility (It wasnt available, so we had to request for it. We got only tea bags & sugar as coffee & creamer were not available)

Considering value for money it was fine as we got a discounted rate (as locals).

Room Tip: Ground floor rooms seems to be better & cheaper.
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  • Stayed November 2011, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank PP79
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jetwinghotels, General Manager at Era Beach by Jetwing, responded to this review, January 19, 2012
Dear Guest,

Thank you for taking the time to leave us a review. We are glad you enjoyed your stay at our little seaside hideaway. The charm of Era is its personalized service. Due to it being such a small cozy hotel, it allows our staff to devote their undivided attention to al our guests. Making your meal just the way you want it is our pleasure and Chef Kumara is always eager to satisfy your taste buds by adding some exotic twist to age old recipes.

Thank you for bringing to our attention the discrepancy between the facilities mentioned online and the facilities offered in the rooms. We have identified the mistake on the website and it will be corrected immediately. We apologize for any inconvenience caused.

It was our pleasure having you stay with us and we do hope you will hop on the southern expressway and visit us again in the very near future. We promise to have a DVD player ready and waiting!

Sincerely,

General Manager.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Perth, Australia
Level 5 Contributor
80 reviews
53 hotel reviews
common_n_hotel_reviews_1bd8 71 helpful votes
Reviewed January 10, 2012

After getting off to a bad start with our 5 night booking, we ended up having 4 very enjoyable days. Having booked 8 months in advance and having our Sri Lankan travel agent go to the property and pick the 2 middle upstairs rooms for us, we were terribly disappointed to be told they had double booked our rooms (we were 2 couples) for the first night but we had 2 rooms downstairs. They were not good rooms, tiny, noisy being off the lobby, poorly fitted etc etc.

Management to their credit tried very hard to appease us and we did have a fabulous meal thrown in the first night.

The message here is book the top floor rooms and do not stay in the 2 lobby rooms as they are really bad. Top floor rooms are big and beautifully appointed and have sensational views.

Service is a bit sloppy but after staying at Ceylon Tea Trails, anything would appear sloppy. The staff were gorgeous and never stopped smiling or trying to be helpful, nothing that couldn't be fixed with a bit of training. We were on holidays, had no plans other than to do nothing, had no kids to worry about so it really didn't matter to us whether the food came in 10 minutes or 1 hour.

The location is great, the beach isn't that nice but again we were happy to sit and watch the waves roll in while sipping on a beer or cocktail.

Our only concern would be whether the room had been double booked as the reservation system seems a bit unreliable. It seems that reservations are done through Jetwing Lighthouse in Galle and they really need to sort that one out as with only 6 good rooms out of 8, your holiday could well be ruined.

Room Tip: Book the upstairs room, downstairs garden rooms maybe but not the lobby rooms
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  • Stayed January 2012, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank worktotravel010
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jetwinghotels, General Manager at Era Beach by Jetwing, responded to this review, January 19, 2012
Dear Guest,

Thank you for posting a review on Trip Advisor. Let me begin by apologizing for the slight mix up at the start of your stay. Though we would like to think that our reservation system has been streamlined to ensure that such errors do not occur, due to the involvement of multiple parties, complications do occasionally arise.

I am happy that you did not allow this to take away from the overall stay at Jetwing Era Beach. It also means a lot to us that you took the time to leave us this great review. Thank you!

It was an absolute pleasure being your host while you explored the southern coast of this amazing country. Please do visit us again soon.

Sincerely,

General Manager.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sri Lanka
Level 4 Contributor
36 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed January 8, 2012

We had a very pleasant stay at ERA beach. wonderful setting and very homely. Albeit, we only stayed for one night, the staff was very cordial and friendly. what they lacked in service was made up for the extra mile they went to help you make your stay very comfortable.

nice place to relax and enjoy. however the rooms lacked the TV connections, which was a dissapointment.

  • Stayed October 2011, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Shenie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jetwinghotels, General Manager at Era Beach by Jetwing, responded to this review, January 19, 2012
Dear Guest,

Allow me to thank you for your recent stay in our lovely seaside hideaway. Being such a small property, it is easy for our team to give each guest their utmost attention and it is always a pleasure when our own unique style of hospitality is recognized and appreciated by our guests.

We are sorry for the inconvenience caused due to the television connection. The issue was with the service provider and it has since then been fixed.

We do hope you will visit us again soon for a longer stay. We promise you will not be disappointed.

Sincerely,

General Manager.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
York, United Kingdom
Level 3 Contributor
10 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed December 19, 2011

We had high expectations of this hotel. Anyone would, seeing the photos. And you can't take away from it the fact that the location is stunning. Set on an archetypal tropical beach, with palm trees and waves pounding and with real working stilt fishermen just down the bay, it is a dream setting.

However, we were upset by the standard of the hotel. Here are the pluses and minuses as we found them:

Plus: we had a spacious room which looked stylish (although wasn't very practical). We had good balcony space with 4 chairs and a table. We did in fact have probably the best room in the hotel, I think.

Very big plus: the chef was amazing. You would pay a lot of money for food like this. He could turn his hand to anything, from 12 dish Sri Lankan curries to perfectly cooked tuna steaks and New Zealand lamb chops all presented like something off Masterchef. We never had a poor meal in all our time there.

Plus: the setting, as described above.

Now for the minuses:

The hotel's ethos appears to be one of personal service. This mantra was repeated several times - we were told that we were to ask and our needs would be met. Unfortunately we did ask and they weren't. In reality this meant: no tea / coffee making facilities in the room, instead you could ring for a cup of tea but it would cost you about £2 each time; no newspapers provided, we asked four times before one appeared; there were several bulbs out in our room when we arrived - some never were replaced, including the one over the shower, meaning showering in the dark.

Although the room looked stylish there was virtually no storage space, the only wardrobe (which wouldn't take a long skirt / dress) was actually in the bathroom and there were no shelves or drawers. There were many many light switches, so many we never got the hang of them, but even so it was far too dark to read (the hotel did provide a standing lamp when we asked - and tea making facilities as well). Our room was serviced in the evening only sporadically - four nights out of seven - it was all a bit hit or miss. There was no information available on the local area, we asked for a map or information on Galle but in the end we were told they didn't have any. If we had wanted to take any trips we would have had to go to the Lighthouse hotel to take them, quite a trip and we had to pay our own fare to get there.

There was an extensive bar menu of cocktails but I tried twice to have a Pina Colada (both times no coconut milk) and then a Cosmopolitan (which eventually arrived but there was no-one available initially who knew how to make it). There had been a storm the week before and the steps down to the beach had been washed away. So it was a big jump down to the beach, not possible for everyone, especially as the wall was covered in sharp wire. But the steps weren't replaced all week we were there. Also there were only two sun umbrellas which were pretty much broken and 9 sun beds (for a potential 16 guests). The latter didn't matter as there were only 2 or 3 rooms occupied while we were there.

Whilst we were there we witnessed several couples arriving and then leaving presumably because they didn't think it was up to standard.

We have travelled with Jetwing 5 times now and this is the poorest experience we have had. We stayed at Blue, their hotel in Negombo, at the start of our holiday. That is not as costly a hotel but it is far better equipped and run. Jetwing, you really need to get a grip on this property. It could be wonderful but you don't seem to have grasped what is needed yet.

Room Tip: The two end rooms upstairs are the biggest and have most balcony space
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  • Stayed December 2011, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Yorkies65
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jetwinghotels, General Manager at Era Beach by Jetwing, responded to this review, January 3, 2012
Dear Guest,

I am truly sorry to hear that your recent stay at Jetwing Era Beach was less than satisfactory. I am indeed troubled to hear that so many things went wrong during your visit and allow me to personally assure you that every comment mentioned has been investigated by me personally and corrective action has been taken at every avenue possible.

Since Jetwing Era Beach’s initiation into the Jetwing Family last year, we have been working hard to bring its service standards up to which Jetwing Hotels are renowned for. I am truly sorry we were unsuccessful in that attempt during your stay with us. I thank you for taking the time to write such a detailed description and the fact that you have mentioned the aspects which appealed to you, means a lot to us. I shall give Chef Kumara a pat on the back next time I see him.

We have pondered allowing coffee making facilities in the room but decided against it as we felt that providing freshly brewed coffee to the room was more personal. However, we are now considering reverting back to in room facilities due to guest feedback such as yours. This will be changed in the coming days. Also steps have been taken to ensure that copies of at least two newspapers are kept at the hotel daily.

As I inquired into the matter, it was brought to my attention that many of the maintenance issues you faced, including broken umbrellas, faulty sun-beds, steps to the beach and light bulbs were due to the storm which occurred a week prior, knocking out power for the region for over five days. Jetwing Era Beach had been closed due to this issue up to the day prior to your arrival and many of the repairs were still ongoing at the time. We hope that you can find it in your heart not to hold this against us, along with my personal assurance that these matters were already addressed when I visited the property upon reading your review.

We have also identified a lack of bar knowledge amongst some of our junior barmen and I thank you for bringing this matter to our attention. Extensive cocktail training has been scheduled for these individuals commencing from January. In the meantime, a senior barman will be sent daily to Jetwing Era Beach from Jetwing Lighthouse to oversee operations.

It is my humble wish that you will return to Jetwing Era Beach at some point in the coming year to find that we were in fact sincere in our promises of rectifying the mistakes made during your stay and to experience firsthand that all your comments were indeed addressed and improved upon.

Sincerely,

General Manager.
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Colombo, Sri Lanka
Level 4 Contributor
44 reviews
27 hotel reviews
common_n_hotel_reviews_1bd8 47 helpful votes
Reviewed October 31, 2011

I had to call 3 different numbers to make a reservation! When I called the number listed on the website, I was told to call the Colombo office, they in turn directed me back to ERA. The person who answered the phone this time around told me the manager would call back in an hour. A day passed with no call back. When I called back, Amila told me to call the Lighthouse hotel, who handle reservations for ERA!
The hotel itself is beautiful. Great setting, saltwater pool, nice but rather overpriced bar. The garden was in a total state of neglect, I was told they would be re-doing the garden in a few weeks. This is my third visit to ERA and it has never looked so bad.
The food while excellent was limited in quantity (refills or replenishments were hard to come-by) and it took ages between courses (set menu). As we had young kids, we specifically asked for meal service at certain times (we made it a point to tell the staff what time we wanted each meal served. At dinner we told them what time we wanted breakfast the next day, during breakfast, we told them what time we wanted lunch, dinner etc.,). However despite advanced notice, meals were always late, resulting in kids falling asleep at the dinner table. We ended up having to get snacks from outside (Nico’s down the road has a great restaurant) to tide us over.
The pool needed a bit of extra attention as well.
My friends and I had taken 4 rooms, each of us had to make multiple request for room service. One of our friends had accidentally left behind some of his computer accessories, despite several phone calls the hotel never followed up, each time they told him “they are checking with housekeeping”.
ERA is still a great hotel and we would go back, however we do hope they fix the service issues.

  • Stayed October 2011, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank LocalMachang
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jetwinghotels, General Manager at Era Beach by Jetwing, responded to this review, December 1, 2011
Dear Guest,

Please accept our humblest apologies regarding the confusion with Reservations. Since Era Beach’s initiation into the Jetwing Family almost a year ago, we have been constantly striving to improve all aspects of the service to the standards Jetwing Hotels are known for. With the popularity of Jetwing Era Beach rising over the last few months, the reservations department has been moved to Jetwing Lighthouse with the anticipation of providing all inquiries with prompt and consistent service. Not changing this in the Jetwing Era Beach website was an oversight on our part and we thank you for bringing that to our attention. It will be fixed immediately.

Please pardon the delay in food service. The five course set menu takes 40 minutes to serve completely (from started to desert) as all orders are prepared fresh. We understand that this is not at all child friendly. Please allow us to recommend ordering from the special kids menu in the future.

We have personally looked into the matter of the computer accessories and none have been recovered at the premises. We are sorry if this was poorly communicated to you.

We do hope you will visit Jetwing Era Beach again as we are sincere in our claims of constantly striving to improve our quality of service and to find that all your suggestions were indeed addressed and improved upon. Thank you for the review on Trip Advisor and we hope to welcome you back soon.

Sincerely,

General Manager
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Milan, Italy
Level 5 Contributor
52 reviews
39 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed September 2, 2011

in this house you really feel at home: there are a few rooms and they are never all occupied, so the staff, always friendly and smiling, is always at your disposal.
Our room was on the ground floor, very spacious, with a large bathroom. The only detail to underline is that the windows have no glass, only shutters, and should always be kept closed during the day.
The restaurant serves very good dishes, and the chef is always at your disposal for every need. The service, however, is very long (more than half an hour to get breakfast !!!).
The hotel overlooks the sea, where unfortunately you can not swim because of strong waves. The saltwater pool is beautiful and perfect, however.

  • Stayed August 2011, traveled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
3 Thank ElaeSteve
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jetwinghotels, General Manager at Era Beach by Jetwing, responded to this review, December 1, 2011
Dear Guest,

Thank you for taking the time to post a review on Trip Advisor. Having only eight rooms, here at Jetwing Era Beach, we love the fact that we can shower our guests with our undivided attention.

Our kitchen and restaurant is ever keen on catering to your every culinary fancy. Since all food is prepared fresh to order, we approximate 20 – 30 minutes are required to serve a piping hot, fresh meal.

We do encourage our guests to place the breakfast order the previous night so that we can have everything prepared by the designated time. Please accept our apologies for keeping you waiting and we hope you were not too inconvenienced by this.

Thank you for visiting us. It has been our pleasure hosting you and we hope you’ll drop in again
soon.

Sincerely,

General Manager.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Era Beach by Jetwing

Property: Era Beach by Jetwing
Address: 834 Galle Road, Talpe, Galle, Sri Lanka
Location: Sri Lanka > Southern Province > Galle District > Galle
Amenities:
Beach Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Swimming Pool Airport Transportation
Hotel Style:
#2 On the Beach Hotel in Galle
#7 Luxury Hotel in Galle
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Era Beach by Jetwing 4*
Number of rooms: 7
Official Description (provided by the hotel):
With beautiful views and a tranquil environment, unwind listening to the therapeutic sounds of the Indian Ocean. This outstanding place, offers pure relaxation and luxurious understated elegance and comfort. Throughout its expanse, in architecture and in choice of furniture and fittings, a strong Dutch influence prevails, giving you a glimpse of a historic past. Just a few seconds walk through the garden and find a pristine stretch of the beach with golden sands and turquoise sea. ... more   less 
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Also Known As:
Era Beach Hotel Galle

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