Very bad service for a five stars hotel. Far too overpriced for what you get. Building’s charme is erased by huge groups of one-night tourists (very loud ones). Our personal belongings where badly damaged by the staff careleness without any serious compensation. All together, a mess! Sri Lanka is full of amazing charming hotels, stay elsewhere!

Beautifull Bawa’s building in an amazing setting

Stayed in February 2024

It’s a bit tired.

The Geoffrey Bawa architecture and location is super.

Stayed in January 2024

We didn’t like the service at all. At the breakfast and dinner workers were asking if we are enjoying or not every other minute, and were disturbing us right in the middle of our meal. But when we needed their help and service (like water and tea) it was very hard to find and ask them. They tried to give us chargeable bottled water when we asked normal free one. The first, second day we asked to repair the curtain rolls in the bathroom, but in three days nobody came and repaired it.

The hotel area is very green, feels like you are in the jungle. The hotel seems spacious, the room is clean, however very old.

Stayed in January 2024

The reception staff did not meet my expectations. It took over 1 hour to check in. Then they tried to overcharge my room by 600usd, saying taxes and service charges are added. It clearly said in my booking that everything was included and even broke down the price. I had upgraded to a room with Jacuzzi, it did not work the first night. They came to fix it and were done 23:30. I told reception the next day that I wasn't happy that I spent 100usd extra for the Jacuzzi and it's not working. They did not offer me anything at first, I had to convince them... In the end they said I could get free breakfast, they could light some candles and give a fruit platter. Later in the day they said no candles do to fire safety. When I got in to the room they put 6 flowers in the Jacuzzi, the water was cold and it looked pathetic. On check-out they said the free breakfast was never promised to me. Easy fix would've been to say sorry sir, put a bottle of wine in the room/pay for dinner/drinks. Instead I fought my way to a 15% discount on what I spent there...which was close to nothing...

The waiters and housekeeping employees are so attentitive and service minded.

Stayed in January 2024

Unhygienic Uncomfortable Very poor value for money Outdated Not even close to a 5 star hotel

Staff were generally very friendly Nice view

Stayed in January 2024

Windows sooo dirty it block the views, food average, not many vegetarian options, everything is old even pillow covers as if it hasnt changed since it was first built.

Bawa's amazing architecture, pools and views, big comfy bed, friendly staff

Stayed in January 2024

We can't go out on the balcony because many monkeys come.

architecture

Stayed in January 2024

Looks very old

Beautiful architecture

Stayed in January 2024

Too expensive for what it is: old rooms that need renovation, rooms are small and some do not have a view. The buffet restaurant looks like a canteen. Only one outside seating possibilities (the bar). Restaurants are both completely inside. Staff is inefficient, booked two rooms via booking.com, but the hotel had reserved 4. Sometimes we needed to wait one hour for our food/drinks. This is far from a five star hotel. This was the worst hotel experience during our trip through Sri Lanka.

Nice location in the Forrest Great views

Stayed in January 2024

Feels a bit old and things like the bathrooms felt grubby… For the price you pay it’s not worth it however the actual hotel and location make up for it

Amazing location, amazing hotel…

Stayed in December 2023

This was my 5th stay at Kandalama. My wife and I stayed 3 nights as part of our honeymoon trip. I have to say I'm disappointed at the drop in standard of this once truly 5 star hotel which now unfortunately relies on the brand rather than the service. The location is excellent, sublime, breathtaking. But the service and quality have dropped off sharply. There is not a single occasion where we haven't had to ask for something at least 3 times. Whether it be bags being brought up, a cup of tea at breakfast, a drink or housekeeping. As is common in Sri Lanka there's a surplus of staff loitering but none of them seem to know the answer to questions or requests without escalation which takes time. I think the issue here is staff training, a lack of care and a lack of attentiveness. This isn't a language barrier issue either, I speak fluent Sinhalese. The quality of the room is adequate but dated and smaller in comparison to other similar price point hotels. The beds were creaky and uncomfortable. For such a large hotel I would expect more than 16 sun lounges between it's 3 separate pool areas which became a game of chance whenever we visited the pool. Overall Heritance Kandalama is no longer a 5 star hotel in our opinion. I'm sad to say that, after so many visits here, it's a 4 star at best. At the end of the day you're paying for something you're not receiving. There are many other hotels in the area that now have superior service and a guest experience and this will be our last stay at Heritance Kandalama.

The view, serenity and location are unbeatable, and I think the value in this hotel leans heavily on this. The food is fantastic as usual with great variety in the buffet and a special cave dinner which we cannot fault that was a highlight in our stay, highly recommend!

Stayed in January 2024

Priced too high for what you get

The setting and staff were friendly

Stayed in December 2023

Hotel is very big, quiet old and outdated. Room was spacious and nice, just everything very outdated. It was busy during holidays season and it was quiet bad managed the amount of guests. Long time to check-in / check-out. When we came for dinner - there were no tables available . They told us to come back 15 min later, we came half an hour later - still no ready table. Buffet big choice, but quality of food was not good neither for dinner or breakfast. Would not recommend hotel a short stay.

The only thing I liked about the hotel - was the view. Beautiful pool area.

Stayed in December 2023

Rooms very dark and not great lighting. The service was terrible, over an hour wait on robes, towels, ice and anything you order to your room. We weren’t really accommodated as a family, on the second night we were moved into interconnecting rooms but in comparison to all other resorts we stayed at in Sri Lanka where the staff went above and beyond, the service here was less than average. Very disappointing as this place was recommended by multiple people. Not worth the money and definitely not 5 star!

The setting was unique and nicely designed around the views and natural environment. The buffet was great!

Stayed in December 2023

The hotel is enormous but the common parts eg the bar and lobbies are a little sparse and gloomy. The rooms are a little tired and the AC is VERY loud! You’re paying for the amazing views, if it wasn’t for these I would say the hotel is very over priced.

Outstanding views, friendly staff, beautiful pools, great buffet food for breakfast and dinner.

Stayed in December 2023

The rooms need work. Better cleaning and modernisation. The hairdryer was nasty. The shower head needed de-scaling. In the morning, the shower water was not hot enough The windows need to be cleaned and condensation free. We waited a long time for our tea at breakfast and then when it came it was over stewed.

The environment was amazing, the views, wild life all incredible. The building was impressive. The pool was lovely. The buffet food was good. Staff were very polite.

Stayed in December 2023

Front desk staff could be friendlier. Property feels old, lacks maintenance. Like many hotels, a light or 2 not working.

Beautiful surroundings. Great breakfast.

Stayed in December 2023

The facility is old.

Good location and environment. Art piece of the building

Stayed in December 2023

The food is average and the atmosphere was poor! If you are staying for the experience of location then it is worth it but other than that it's an average hotel.

The room was lovely, bed was really comfy and the bathroom was great. Nothing outstanding but it was nice. The location is amazing, the infinity pool is stunning and the views are fantastic.

Stayed in December 2023

2 pools were either out of use or not fit for use. The remaining infinity pool was superb but if busy would not be sufficient.

Amazing architecture and friendly staff.

Stayed in December 2023

Our room was disappointing and it didnt feel that clean.

Loved the architecture but felt rooms and dining rooms could be spruced up a bit.

Stayed in December 2023

The food and drinks were overpriced and the buffet was always cold and not that great.

The property is set in a stunning location that is unlike anything I have ever experienced

Stayed in November 2023

The shower cubicle door won't close and water leaks out to the bathroom. Some fittings of common toilets were falling apart. It appeared that overall upkeeping of the hotel was lacking. It was disappointing to see the poor maintenance of such valued property with outstanding history and reputation.

The architecture, design and the effort taken to conserve the environment. Peaceful location overall and so many places to relax within the hotel premises.

Stayed in October 2023

The room did not have any plug points to charge our mobile phones

The location was superb. Loved the views from our room and bathroom

Stayed in November 2023

Room facilities

I enjoyed buffet and restaurant. But for 98,000lkr we paid, room facilities are not enough. Staff is really good. Enjoyed environment there and traditional Srilankan food as we came Srilanka after a long time. Nice place

Stayed in September 2023