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“Still a good hotel”

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Cinnamon Citadel Kandy
Ranked #5 of 56 Hotels in Kandy
Certificate of Excellence
Reviewed May 12, 2012

We had stayed here 3 years ago and this stay was for one night but only a couple of days before the hotel was shutting for a major refurbishment. We were concerned this might affect our stay but the staff and food were as good as last time and the hotel was still fairly busy. The pool was looking a little dated and it would be a stunning location for an infinity pool so I hope this is included in the makeover! Do stay in the garden until dusk to watch the fruit bats flying down the river to their feeding grounds (there didn't seem to be so many this time but still worth seeing)

  • Stayed: April 2012, traveled as a couple
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1  Thank Olddownboy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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1,744 - 1,750 of 2,520 reviews

Reviewed May 10, 2012

The hotel is in a really good location with stunning views overlooking the river. We were lucky enough to have a room with a balcony out onto the gardens. We only stayed for one night & the pool looked so inviting when we arrived early evening after another tiring day of touring. Unfortunately as we didn't have long we didn't have time to use it.
Our room was lovely & spacious & we had a lovely big bath. Staff were all very friendly & helpful & checkin was very fast. Kandy seemed a lovely place but didn't have much time to explore unfortunately. Maybe stay here again when we return another time.

  • Stayed: February 2012, traveled as a couple
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5  Thank Sam F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 7, 2012

As we found with all hotels in the city areas, they sacrifice that 'personal' touch compared to the hotels in the more rural areas. Despite this, the room was clean and comfortable. The bathroom was well presented but we did get a few problems with mini ants. We had a balcony which overlooked the river and lawn area. Although we did not use the pool during our stay we observed it to be fairly busy with a good view of the river and jungle.
The buffett had quite a lot of variety, sometimes hygiene was not always observed, such as covering up some fruit and bread to prevent the flies getting on them. The food was tasty though. Most of the staff were very friendly, but as a white woman with blonde hair and blue eyes i did observed a lot of the younger waiters starring at me a lot which made me feel a little uncomfortable; i felt like i had to stick by my husband's side most of the time to combat this.

  • Stayed: April 2012, traveled as a couple
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1  Thank Banno27
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 3, 2012

This hotel is in an excellent location and is really quite lovely, however this is let down by the attidudes of staff and management.

We visited this hotel as part of an escorted tour run by Kuoni on an all inclusive basis.
On our first night there we were informed by the bar staff that they had run out of all inclusive drinks and that we could either only have beer or buy drinks. As you can imagine we were not amused - when you buy an all-inclusive holiday you pay extra up front for your drinks.
When the manager was confronted with this he went and spoke to the bar staff - and we waited and waited and waited - when we confronted him again he said "I've told the bar staff you can have what you want" --- but he hadn't had the courtesy to get back to us.

For the whole of our stay at this hotel it was as if we were second class citizens - the staff were very sullen with us and we had to sign for every drink.

The staff who collect your bags are also very rude if they think you have not tipped them enough.

The food was lovely and views from our room were stunning.
I would not recommend this hotel for all- inclusive

  • Stayed: April 2012, traveled with friends
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2  Thank bluemary1952
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheharaAnthony, Shehara Meadows, Public Relations at Cinnamon Citadel Kandy, responded to this reviewResponded May 17, 2012

Thank you for taking the time to provide feedback on your stay at Chaaya Citadel Kandy. We maintain strict standards on customer service and supplements. Please write to us on reservations@johnkeellshotels.com with details so we can investigate into this further. Thank you once again for your valuable feedback.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 2, 2012

We stayed here for about three hours before we had had enough. We had an old damp room with balcony doors that did not lock, we asked to move to another room and were told they had no other rooms. We offered more money and were given the same answer. So we tried to thick it out, we went to the bar area and found it to be dirty and grotty, we walked around the hotel and again found it to be dirty and generally unpleasant and old and tired. When we said we we were leaving they offered us another room! really? This was the worst hotel we stayed in or nearly stayed in in Srilanka

Room Tip: Don't bother find another hotel
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  • Stayed: March 2012, traveled as a couple
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2  Thank istanbultrip059
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheharaAnthony, Shehara Meadows, Public Relations at Cinnamon Citadel Kandy, responded to this reviewResponded May 17, 2012

Thank you for taking the time to write about your stay at Chaaya Citadel Kandy and highlighting the areas for improvement. Currently, Chaaya Citadel Kandy is undergoing refurbishment and will be reopening in the end of 2012.

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Reviewed April 30, 2012

This hotel was nice, again I would have no hesitation in recommending it, although it appeared to be busier than the Cinnamon Lodge (see my comments regarding the dining hall below).
The sleeping accommodation was nice, a large room overlooking the river. The bathroom wasn’t quite as nice, it was tiled in black tiles and wooden shower unit, which leaked slightly into the bathroom. The bed linen was nice crisp and white.
The communal areas were nice and overlooked the swimming pool. There were some nice areas outside, but unfortunately it rained during our stay up in Kandy so we couldn’t benefit from this.
The dining hall was busy and felt quite chaotic. The food dishes were not topped up as regularly and there were empty dishes which despite asking for them to be topped up, these took some time before they were. The kitchen staff didn’t appear to be able to cope with the level of food required for the volume of people which let the hotel down.

  • Stayed: February 2012, traveled as a couple
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Thank KymH
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed April 28, 2012

Luxurious hotel in romantic settings alongside the riverbank - excellent service, great food (especially breakfast) - we were looked after very well by the restaurant manager, Arshaad Buksh. Clean, spacious room. Will definitely stay here when next in Kandy.

Room Tip: Choose a room facing the riverbank.
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  • Stayed: April 2012, traveled as a couple
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1  Thank Rookie_10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Cinnamon Citadel Kandy

Address: 124 Srimath Kuda Ratwatte Mawatha, Kandy, Sri Lanka (Formerly Chaaya Citadel Kandy)
Location: Sri Lanka > Central Province > Kandy District > Kandy
Amenities:
Bar / Lounge Business Center with Internet Access Free Parking Restaurant Room Service Suites Swimming Pool
Hotel Style:
#1 Business Hotel in Kandy
#2 Luxury Hotel in Kandy
#3 Romantic Hotel in Kandy
#3 Family Hotel in Kandy
Price Range: $98 - $261 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Cinnamon Citadel Kandy 5*
Number of rooms: 119
Official Description (provided by the hotel):
Sweeping green hills, the longest river in the country, misty mornings and the fresh outdoors, are just a few things that naturally come together here to make the perfect holiday. Just 2 1/2 hours from the Sri Lanka's Capital City Colombo, Chaaya Citadel Kandy has reinvented itself taking into account the needs of holidaymakers around the world. Replete with a sense of history, serenity and majesty, the hotel offers guests the opportunity to experience the amazing Kandyan history, the culture and the arts that play a big role in the lives of the Sri Lankans. ... more   less 
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Also Known As:
Chaaya Citadel Kandy Hotel Kandy
Chaaya Citadel Hotel Kandy
Kandy Chaaya Citadel Hotel

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