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“Nice hotel needs work”
Review of The Grand Hotel

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The Grand Hotel
Ranked #6 of 31 Hotels in Nuwara Eliya
Certificate of Excellence
Reviewed December 28, 2012

Rooms have a very bad musty feel. We are in the supposedly (last year) newly renovated wing on the third floor.
Wanted a double or a least King bed got too singles. Housekeeping did bring them together for us, however it had to be done in the centre of the room in front of the night stand, which took half the space of the room.
This mornings buffet breakfast was ok.. Asked two people for Soy milk, they looked at me as if I was crazy... Eventually asked a manager whom had to check with the kitchen (he himself had no idea what I was talking about) and his reply was no.
Asked for a poached egg and again ???!!!! Blank look on the cooks face so I opted to go with an omelette... Which I may add was pretty good.
Not sure what the rest of our two night would bring..... I would suggest to at least research Soy milk and poached egg... As every hotel we have been too around this beautiful country carried it as standard. For the record should managers read this Soy milk is an alternative to those that are lactose intolerant and for breakfast it would mean having cereal and in your coffee or hot chocolate..

One final thing the check in procedure was somewhat un-orthodox but... Pleasent all the same. Would have been better if we were told that someone would be with us in a moment to check us in whilst we relaxed in the lobby and enjoyed some complimentary warm face towels and veggie soup... :) and extremely puzzled faces, as when we did try to make our way to the front desk we would politely be escorted to our seat.. Lol. After clearly asking why we relaxed. :))

Room Tip: Ask for King size bed before and at check in. And you must get a room on the new wing 3rd floor.
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  • Stayed: December 2012, traveled as a couple
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1  Thank Randolf W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manager_Grandhotel, Manager at The Grand Hotel, responded to this reviewResponded January 1, 2013

Dear Guest, Whilst thanking you for your review, we are sorry to hear that your stay with us was not pleasant and enjoyable as it ought to be. We have taken your comments about the rooms very seriously and have already taken steps to "air " the rooms better, on days when we experience continuous wet weather. As for Soy milk, I must admit we did not have it in-house at the time of your request, however, we now have it, and will continue to carry it. Our Executive Chef has also educated the staff on the importance of catering to lactose intolerant individuals. We sincerely thank you for bringing this to our notice. Poached eggs are being served in our restaurant, and the difficulty you faced, may have been caused due to a case of mis-communication. We earnesty hope you would give us another opportunity to serve you. Best wishes from all of us at Grand Hotel, Sincerely, Resident Manager.

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1,386 - 1,392 of 2,119 reviews

Reviewed December 27, 2012

It is great place to stop while visiting the hill country. Excellent service. It looks and feels like old colonial place which hosted many generations. Great the grill food. Croissants are the best in Sri Lanka, and it is first palatable espresso I had for the first time in 4 days in Sri Lanka.

Stayed: December 2012, traveled as a couple
1  Thank ITanya
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manager_Grandhotel, Owner at The Grand Hotel, responded to this reviewResponded December 29, 2012

Dear Guest, Thank you for your review we are happy to know that you enjoyed your stay with us. Our Chefs and the Food & Beverage team are constantly being trained to be consistent in what they produce so that, travelers will be able to experience international favorites such as Croissants and Espresso's made and presented as they ought to. Please do visit us to experience the new dining options and other activities we have on offer. Thank you and wish all the very best for 2013. Sincerely, Resident Manager.

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Reviewed December 23, 2012

On first sight-a beautiful war looking hotel. Lot of wood work. Great Christmas decoration.
Problems
1. Check in service is bad-They forgot about us waiting
2. The first room stank. On asked for a change-they got a room spray. Still wanted a change and to their credit they did change it
3. Rooms are very small and washrooms too
4. Very basic washrooms for a 4 star hotel. Dustbins with no lids. Leaking kettles
5. Every door in the hotel room be it the outside door or the washroom door would get jammed and would have to be jimmied open by the staff-and i mean every door-we had booked 3 rooms and faced problems everywhere
6. Creaking floors
7. Didnt like the food either

The staff was friendly though. Overall a disappointment.

  • Stayed: December 2012, traveled with family
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2  Thank PavethraP
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 19, 2012

We stayed at the hotel in April 2012 whilst on a 4 week holiday with my wife's mother, father, brother, sister in law and neice. In all we had 6 adults and 2 children under the age of 8 travelling together. We had travelled up from Kandy, and after a long bus trip arrived at the "Grand" Hotel at about 5.30pm for our overnight stay. All room bookings had been made, confirmed and paid for prior to our departure from Australia and on arrival we expected to be shown 3 rooms, each with a double bed and two of the rooms to have a single bed for the children. Well imagine my surprise when shown to the room we see 3 single beds in two of the rooms and 2 single beds in my father and mother in-laws room.

This was not what we had paid for I immediately rang reception and advised them of this. I was told that they will look into it and 30 minutes later received a call and the conversation went something like: Hotel - Sorry sir but we do not have any rooms with double beds only King beds. Me - We paid for double beds!!!! Well then give us a room with a King bed!!! Hotel - Sorry sir but the hotel is fully booked and we do not have any rooms with King beds available. me - Thats not my problem, I booked and paid for a room with a double bed and thats what I want. Hotel - let me have a look sir.

By now it was about 6.30 and the children were tired and hungry and we just wanted to shower them and get ready for dinner. I had not heard anything so decided to go to reception and see what was happening. I sat down there for about 1 hour waiting for someone to do something or say something that would help and nothing (not even an apology or an offer to refund to compensate for the single beds in lieu of double beds). I ended up in the Managers office giving him a peice of my mind about his hotels booking policy (apparently even if you book and pay for your room prior to arrival you do not get allocated a room until arrival, so if you arrive late in the afternoon there is the potential that you will not get what you booked because late bookings during the day may come in and take the rooms!!!!! WTF!!!!).

We ended up staying in the room, which was dark and musty. The bathroom was old and disgusting.

The Buffett was passable, given that we were tired and hungry.

Overall an old hotel with lots of history, but the service and bookings system is terrible and I would not recommend staying here. We have not even received an apology from the hotel for the stuff up and inconvienience or any offer of compensation.

Room Tip: Make sure you get what you book and pay for. Take documentation with you showing what your room sho...
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  • Stayed: April 2012, traveled with family
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3  Thank Richard M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manager_Grandhotel, Manager at The Grand Hotel, responded to this reviewResponded December 29, 2012

Dear Guest, We are very sorry to hear that your stay with us in April earlier this year was a disappointment. Since your post appeared we have been talking to many of our staff and managers, trying to recollect the series of events mentioned. Although, we could not get much information on your stay, please do accept our apologies for not living upto the standards usually associated with our hotel. Problems regarding room allocation are certainly not common, and we more often than not, provide for guest preferences regarding type of room and bed. However, we are taking your review very seriously and have taken steps to avoid such situations. In the meantime, we humbly request you to visit us again and allow us to provide the level of service we are now known for. Thank you for reviewing us, and best wishes for the New Year from all of us at Grand Hotel. Sincerely, Resident Manager.

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Reviewed December 19, 2012

We spent 2 days of our 11 days in Sri Lanka, in this Olde hotel, great architecture, food and service. Pity the weather outside was not conducive for trips out of town. But enough to do inside the Hotel. Ideal place for unwinding, with many areas to just to "sit around", dining and drinking options great. The only downside is the approach to Nuwara Eliya from on misty and rainy day can be difficult. Otherwise a must visit. Do not miss getting your hands on The nw Grand Hotel book, very informative and well reseached.

  • Stayed: December 2012, traveled as a couple
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1  Thank dayan j
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manager_Grandhotel, Manager at The Grand Hotel, responded to this reviewResponded December 22, 2012

Dear Guest, Many thanks for your review. It is always a good idea to stay for a minimum of two days, as it allows you to enjoy the tranquility of Nuwara Eliya. We will shortly open our tea lounge with a variety of teas, which will be yet another area within the hotel. So, thanks once again, and best wishes for the season. Sincerely, Resident Manager.

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Reviewed December 19, 2012

We stayed here for two nights. The hotel is old. But very well preserved. And superbly located.
Our room was very spacious and catered to our every need.
All the staff - with no exception - were superbly attentive and friendly.
The breakfast and dinner buffets were extensive, with a good selection of traditional Sri Lankan and international dishe.
The hotel is located outside the Nuwara Eliyah town centre, but within easy walking distance of the centre, Victoria Park and also the golf course.
The hotel's gardens are superbly manicured and a real haven. The gardens wrap around the hotel, but ask for a room facing the main garden in front of the hotel as the views are superb!

  • Stayed: December 2012
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Thank Ribbie_001
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manager_Grandhotel, Manager at The Grand Hotel, responded to this reviewResponded December 20, 2012

Dear Guest, Thank you for reviewing our resort. Your decision to spend two nights with us is indeed a wise one, as it has allowed you to absorb and appreciate the variety of experiences the Grand Hotel offers. Nuwara Eliya itself has many attractions which would warrant 4 to 5 days or even more depending on what your interests are. Hope you had an enjoyable tour of Sri Lanka and do visit us again. Thanks and best wishes for the season from all of us at the Grand.Sincerely, Resident Manager.

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Reviewed December 12, 2012

My wife and I spent 2 nights in this Olde World Hotel in Nuwara Eliay and would certainly recommend this hotel to any fellow travelers.The wooden paneling and the old charm of the place was very calming to us when we were running around the country.The food served in all their restaurants was first class, all the staff were amazingly attentive and only wanted to look after us to the best of their ability.The gardens were fantastic and we really enjoyed all topiary around the grounds. Overall a very comfortable hotel and a visit into the past times gone by.

Room Tip: Rooms overlooking the gardens is a bonus
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  • Stayed: November 2012, traveled as a couple
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Thank AilbheDublin
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manager_Grandhotel, Manager at The Grand Hotel, responded to this reviewResponded December 14, 2012

Dear Guest. Thank you for your kind words about the resort and the service we offer. To satisfy each and every guest is what we strive for on a daily basis. Yes, the tranquility of Nuwara Eliya is indeed an ideal antidote after a round trip of the various parts of Sri Lanka. It is great that you decided to spend two days at our resort, unfortunately many visitors plan for only one day, which does not allow one to appreciate all that this hill station has to offer. In the meantime, we will stay committed to improve our property, the food and the service, so that travellers like yourself can truly have an enjoyable stay. Thanks once again and hope to see you again. Best wishes for the season. sincerely, Resident Manager.

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Additional Information about The Grand Hotel

Address: Grand Hotel Road, Nuwara Eliya 22200, Sri Lanka
Location: Sri Lanka > Central Province > Nuwara Eliya
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Wheelchair access
Hotel Style:
#6 Luxury Hotel in Nuwara Eliya
Price Range: $202 - $300 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — The Grand Hotel 4*
Number of rooms: 154
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Also Known As:
Grand Hotel Nuwara Eliya

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