Queen’s hotel in Kandy is one of the oldest and a heritage hotel. It is located within close proximity of the city centre and all major landmarks are just a tuk-tuk away. The hotel lobby provide a rich feel of the Queen’s era with age old but nicely maintained elevator. The furniture around the lobby area, the walkways and the rooms you a feel of using the elegant antique. However………………….
Facing the Kandy Lake and Temple of the Sacred Tooth Relic, we thought this would be one of the best places to stay until we experienced it first-hand. The stay was OK but many a times we were forced us to rethink about our decision of choosing this hotel. The dilapidated conditions of the rooms and in specific the not-so-clean washrooms make you feel uncomfortable as soon as you pass through the lovely hotel lobby to enter your allocated room. Another notable instance was finding ants and cockroaches in the breakfast lounge and the worst was to actually see one running through the buffet. When we discussed this with the hotel management, the customer relationship manager (CRM) never turned up to even offer an apology. We could feel the embarrassment on the face of the Catering Manager who was gem of a person offering us a kind apology and free food which we humbly declined. The checkout experience was another nightmare. Given that we wanted to discuss the matter with Duty Manager, we waited for almost 2 hours for the gentleman to introduce himself whilst we were initially made to understand that he is off-site (and this gentleman was roaming around all the while and then said he is the engineer cum duty manager). The CRM was too busy elsewhere to even speak over the phone.
An important KPI while rating a hotel is “hygiene” both within the rooms and the eating places and also how courteous the “staff” is. Unfortunately, Queen’s hotel disappointed us when it comes to the hygiene standards and apart from the “Catering Manager” the staff interactions were not so pleasant as well (the fact that the CRM didn’t even speak with us).