I'm writing this review, and giving 1 star to hopefully get the hotels attention. There were many great things about this hotel, but some truly unacceptable, deplorable issues that occurred.
Upon first arrival you are greeted by bellmen and bell staff who do a fantastic job of greeting you and collecting your bags. The check in process was smooth and efficient and we were even walked up to our room by a front desk manager, showing us all aspects of the hotel and our room. This is where the management service and quality stopped, abruptly.
We quickly changed into our bathing suits and headed down to the pool, it had been too many hours in the car for our daughter and she needed out. Upon entering the pool you notice odd double sized stairs that are awkward to walk up and down. Upon further review I realized that these are an architectural design to fill with flower pots, there are other normal stairs around the same area; the hotel has apparently not chosen to maintain the flowers. I watched as one guest misjudged the steps and almost fell down them. The entire pool area is surrounded in polished stone, marble? This is a horrible idea near a pool, the smoothest surface one can imagine in a wet area made for a couple of slips and near falls by me and my daughter full out falling three times, luckily none serious. Finding a chair to sit in we ordered drinks and appetizers. Quickly upon receiving our drinks we noticed a lot of ants and decided to move as we saw an old dropped ice cream and cone behind the table. We explained this to the staff, but no one ever went to the table to see or clean while we were in the area, as I left much later it was still there. Once our food arrived the ants were the least of our problems, Crows began attacking to get our food, fighting them off we looked to the pool staff to assist us in moving or shooing away the birds and they simply stood around watching us. Only after my wife had to walk up to them and yell at them did they assist in any way, holding our food behind the bar while we were away from the table.
And this is the issue, not so much the wait staff, but the management. During all of these pool events, ants, birds, slips, stumbles and falls, there were three to four managers (I Assume based on their outfits) all in a glassed in room overlooking the pool area. They were all sitting around a computer doing something, YouTube, Training, Inventory, something; but they were also looking out at the events talking to each other, but doing nothing about any situation. I have worked for years in all types of the hospitality industry, Restaurants, Hotels, Management, Staff, etc... And I can tell you that as a manager who sees guests get up and move tables, you ask why. Seeing guests fighting with birds and no staff assisting you ask why, seeing guests slip, stumble, fall you immediately assist, whatever your department. You also remember that "Perception is Reality" and when guests see you and perceive you to be doing nothing that is their reality. To me it looked like a bunch of guys hanging out watching online videos. As I Said they may have been doing real work, but being in view of the guests they should be working for the guests. My wife wanted me to confront them there, but knowing that four of them would all stand together and not care or take any action I felt it would be best to wait for checkout and the standard "How was your stay?" and then I could discuss it separate from the event. That question was never asked, there was no concern for how my stay was or how my experience was, simply, pay your bill and have a nice day. I have had other reviews on trip advisor where I explain my bad experiences, but mention how management discussed the situation and is looking into it. Not here.
My experience is that the managers are more interested in being managers, having the title, walking around in a suit and shaking hands. They are not interested in hospitality or guest service, they are interested in themselves. Except the first manager he seemed to be genuinely interested in showing us the hotel.
The rooms were nice and comfortable, a bit small though. The lobby was busy with tourists having tea so it felt like a bus terminal.
I am sure many others will stay here and have a fantastic experience and rave about the hotel, I probably would have too if I hadn't gone to the pool, saw and experienced what I did, and watched staff sit around. I can not recommend this hotel to anyone based on my experience though.
- Official Description (provided by the hotel):
- The Kingsbury Colombo, located in the heart of Colombo city by the banks of the great Indian Ocean, is s really an ode to the golden age of grace and elegance. There are 229 rooms and suites in this regal edifice and all of them face the sea. The Kingsbury Colombo is also business and leisure central with shopping, entertainment, dining, Colombo Stock Exchange, foreign & local banks, World Trade Centre, historical sites as well as recreational parks being just a across the road. The Kingsbury is also just five minutes from the Colombo Central Bus Stand and the Colombo Fort Railway Station. The Kingsbury experience will be a personalized, respectful one where patrons will be treated like royalty in keeping with the promise of bringing back 'good-old fashioned' hospitality. The Kingsbury's Restaurants include The Ocean - seafood restaurant, Harbour Court - international cuisine restaurant, Yue Chuan - Chinese restaurant, The Kings - lobby bar, The Pool Café, The Gourmet Station - patisserie and the epicenter of Colombo night life - Sky Lounge. A fully-equipped gym, spa and 24-hour Business Centre and the Executive Lounge with personalized butlers and concierge services add to the pleasures and comforts of The Kingsbury, Colombo. ... more less
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