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“Heaven” 5 of 5 bubbles
Review of Hotel Mermaid & Club

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Hotel Mermaid & Club
Ranked #1 of 12 Hotels in Kalutara
Certificate of Excellence
Kenilworth, United Kingdom
Level Contributor
14 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
“Heaven”
5 of 5 bubbles Reviewed 26 May 2014

We stayed at the Mermaid 5th to 20th May
What a wonderful place. Great staff, nothing too much trouble. Very clean rooms, in fact the whole place was immaculate. Food excellent and lots of choice. Can't wait to go again.
Mary H. Kenilworth

Room Tip: We were downstairs opposite the pool and we liked this, if you want more privacy we suggest a 2nd or...
See more room tips
  • Stayed May 2014, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
5 Thank Mary H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (402)
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English first
Msida, Malta
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
1 of 5 bubbles Reviewed 25 May 2014

Stayed here for two weeks and was ill most of time from food eaten. No help at all from Hotel. I informed them I was ill but they were not bothered at all. When I could not get to meals I used from Mini Bar and was charged a fortune for 2 small packs of crisps and a chocolate bar !! Flies everywhere when you went to bar area - snacks only fruit and horrible cakes and so called dried sandwiches made from left over food !! Coffee left for hours so that it was so stewed you could not drink it - But all staff talked to me on last day waiting for tips !!! Never go again even if they paid me - disgusting and it ruined my first trip to Sri Lanka - this place should be closed for health reasons

  • Stayed May 2014, travelled solo
    • 1 of 5 bubbles
      Value
    • 2 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
6 Thank korcula
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Himaj J, General Manager - Marketing & Operations at Hotel Mermaid & Club, responded to this review, 29 May 2014
We refer to the reviewers comments. About the same time there were two other similar reviews. Allegations were diarrhea and vomiting. These are very serious allegations bordering on food poisoning and we decided to carry out a comprehensive investigation before posting our replies.

We have not had any similar incidents since commencing business since 1983.

Diarrhea/ loose stools can be due to consumption of food not agreeable to a person and will vary from person to person. This is the most common cause of diarrhea. Diarrhea arising from food poisoning is caused by contamination with pathogenic bacteria.

The outcome of the investigation is as follows;

1.In order to verify, we wrote to 13 guests via email who were staying during the same period to verify cases of possible diarrhea. There have not been adverse comments made by these guests about food.

2.In order to make verifications internally, we spoken to several of our staff members. During the period 6th to 12th May a very few guests have informed our staff of experiencing diarrhea/loose stools. When our staff had offered assistance, they have stated that it was minor and nothing serious and refused any assistance.

3.Since some reviewers claim that medication was obtained from the Beach boys, we also spoke to several Beach boys and the Beach boys informed that a very few guests informed of minor diarrhea/ loose stools. Beach Boys have not prescribed any medicine, but provided guests with a herbal remedy which is available off the shelf in many shops.

4.The Restaurant & Bar Manager had also spoken to a guest after receiving information from staff. Upon inquiring if assistance was required, guest had stated that it was minor and refused any assistance.

5.In order to verify from the booking sources of guests, we spoke all the Tour Representatives of the Tour Operators who visits the hotel to meet the guests. We have also spoken all Executives of the local agents who are locally handling Tour Operators. They have all confirmed that there have not been a single incident reported by in-house guests directly or through the foreign Tour Operator. This also confirms that there was no major issue.

6.The Chairman & Managing Director places a personally addressed welcome letter to all guests upon arrival. In the welcome letter the Chairman & Managing Director invites guests to contact the General Manager or any of the other Department Managers for any assistance. For convenience telephone extensions numbers of Managers are provided in the letter. No guest in the hotel had contacted the management to raise any issue pertaining diarrhea or vomiting.

All this confirms that there was only a minor stomach disagreement with a few guests which is common when consuming food that one is generally not used to.

We believe that the probable cause of diarrhea/ loose stools experienced by these few guests may have been due to spices and chili in some of the dishes or some other food that did not agree with them.

There were several other guests staying at the hotel and other recent reviews on TripAdvisor by guests who had stayed during similar periods have not had any such issues.

We categorically deny that there was any food poisoning caused by contamination with pathogenic bacteria.

The hotel is currently closed for a refurbishment. One the major activities amongst several other improvements is the upgrading of the kitchen and food service in order to qualify for ISO 22’000 Food Safety Certification, which is only awarded to a handful of resort hotels in Sri Lanka. We hope to obtain ISO Certification about September 2014.

Thank you
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
England
Level Contributor
7 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
3 of 5 bubbles Reviewed 24 May 2014

As everyone says, all the staff are fantastically friendly and helpful and I am not happy in having to criticize the hotel and possibly jeopardise their jobs but after reading the managers’ response to Kat Plumb, I must give my views. Not once in our 3 week stay did the manager introduce himself to us despite the reception staff recognising us from our previous visit, he stayed very aloof.
We did inform the hotel staff of being ill; the usual response was “have you eaten outside”(which we hadn’t). My wife was advised by the restaurant staff to drink black coffee with lime juice and what to eat or not. They were very helpful and kind to her (but apparently did nothing to inform the management?). My wife even lost weight while at the Mermaid which is a first. I was ill on two days, my wife for many days. My own cure for diarrhoea (Gin & Tonic) worked well so I carried on with the treatment for many many days. It is true that guests were getting a local remedy from beach boy Suresh. There was one day when everyone we knew was ill and in all 3 weeks there was not one person that we knew who was not ill with diarrhoea. I was not aware of anyone vomiting. The food especially the desserts and the bread should have been covered. Neither did we inform our representative; hygiene is the hotels’ responsibility.
We were very happy with the food in our first week but after that it became very repetitive and in our third week it became very difficult to get excited about lunch or dinner (breakfast never changes anywhere).
The waiters in the restaurant would stockpile glasses of beer at lunch and dinner so when you ask for a beer it has been sitting in the heat for too long and it’s not nice getting a warm flat beer, yuk!
The fresh bread in the mornings was lovely especially with the bacon, fantastic. There was never a queue for eggs at breakfast. If the chef did ask diners’ opinions he did not ask ours and when I did ask the chef to serve the mint sauce (which I hate) separately from the lamb at dinner, I was ignored.
My wife thought the aromatherapy was fantastic and excellent value for money.
We had great fun playing water polo and bowls, the animation team were fantastic. There were always plenty of sun-beds but all too often we had to wait for towels and mattresses. Why can they not be put outside where guests could help themselves?
The grounds were kept very clean and tidy but my lasting memory is the flies, possibly because of the time of year. Yes there was some mud by the pool but that was because of the rain, not the hotels fault. Likewise, the beach does not belong to the hotel. It is true that there was decorating in the bar on one or two days but it was never problem for us.
We were never approached by staff for tips.
As for Poya day, it is true that the hotel is not allowed to serve alcohol, but unlike other hotels there was no attempt to “help” guests “acquire” alcohol the previous day. They obviously saw it as an opportunity to make money out of all-inclusive guests who have already paid for their drinks. We were told by staff that if the police or the army did inspect the hotel, they would not be concerned with guests drinking alcohol. But it’s not just Poya Day, there is also Labour Day and our leaving day was also a “holiday” when no alcohol would be served.
Also it is not true that we were informed at the time of booking of Poya Day or any other “holiday” when alcohol would not be served. If I had I would have changed my holiday dates. I shall be taking this up with Mercury Direct.

  • Stayed May 2014, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
4 Thank Martin I
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Himaj J, General Manager - Marketing & Operations at Hotel Mermaid & Club, responded to this review, 29 May 2014
We refer to the reviewers comments. About the same time there were two other similar reviews. Allegations were diarrhea and vomiting. These are very serious allegations bordering on food poisoning and we decided to carry out a comprehensive investigation before posting our replies.

We have not had any similar incidents since commencing business since 1983.

Diarrhea/ loose stools can be due to consumption of food not agreeable to a person and will vary from person to person. This is the most common cause of diarrhea. Diarrhea arising from food poisoning is caused by contamination with pathogenic bacteria.

The outcome of the investigation is as follows;

1.In order to verify, we wrote to 13 guests via email who were staying during the same period to verify cases of possible diarrhea. There have not been adverse comments made by these guests about food.

2.In order to make verifications internally, we spoken to several of our staff members. During the period 6th to 12th May a very few guests have informed our staff of experiencing diarrhea/loose stools. When our staff had offered assistance, they have stated that it was minor and nothing serious and refused any assistance.

3.Since some reviewers claim that medication was obtained from the Beach boys, we also spoke to several Beach boys and the Beach boys informed that a very few guests informed of minor diarrhea/ loose stools. Beach Boys have not prescribed any medicine, but provided guests with a herbal remedy which is available off the shelf in many shops.

4.The Restaurant & Bar Manager had also spoken to a guest after receiving information from staff. Upon inquiring if assistance was required, guest had stated that it was minor and refused any assistance.

5.In order to verify from the booking sources of guests, we spoke all the Tour Representatives of the Tour Operators who visits the hotel to meet the guests. We have also spoken all Executives of the local agents who are locally handling Tour Operators. They have all confirmed that there have not been a single incident reported by in-house guests directly or through the foreign Tour Operator. This also confirms that there was no major issue.

6.The Chairman & Managing Director places a personally addressed welcome letter to all guests upon arrival. In the welcome letter the Chairman & Managing Director invites guests to contact the General Manager or any of the other Department Managers for any assistance. For convenience telephone extensions numbers of Managers are provided in the letter. No guest in the hotel had contacted the management to raise any issue pertaining diarrhea or vomiting.

All this confirms that there was only a minor stomach disagreement with a few guests which is common when consuming food that one is generally not used to.

We believe that the probable cause of diarrhea/ loose stools experienced by these few guests may have been due to spices and chili in some of the dishes or some other food that did not agree with them.

There were several other guests staying at the hotel and other recent reviews on TripAdvisor by guests who had stayed during similar periods have not had any such issues.

We categorically deny that there was any food poisoning caused by contamination with pathogenic bacteria.

The hotel is currently closed for a refurbishment. One the major activities amongst several other improvements is the upgrading of the kitchen and food service in order to qualify for ISO 22’000 Food Safety Certification, which is only awarded to a handful of resort hotels in Sri Lanka. We hope to obtain ISO Certification about September 2014.

Thank you
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, United Kingdom
Level Contributor
14 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
2 of 5 bubbles Reviewed 16 May 2014 via mobile

Stayed here for 2 weeks in May 2014. Although staff were friendly (although every single one hung around waiting for a tip on the last day) and the rooms were clean and cool, the food was extremely poor. Old meat, flies all over food, no air conditioning in restaurant so all fruits warm and no effort to cover these or desserts. Candles round these made the problem even worse. Uneaten food reused in different ways for days. Horrible dish concoctions. A La Carte menu nice but shame you have to pay for a decent meal... All people myself included had diarrhoea and sickness issues for pretty much the whole holiday. One day 7 people were throwing up at the same time and one party asked the beach boys for medicine. Disappointed that renovation work due to start when hotel closed on 20th may began early, so some days were spent listening to chainsaws for 8 hours or having people paint in bar whilst guests relaxing. Non inclusive cocktails supposedly containing Bacardi etc actually contained local spirits. Pool dirty. Beach filthy and covered in rubbish and dog faeces. Area around pool muddy. Flies everywhere all day, and most areas infested with ants. Service charge for putting a can of diet coke in fridge. Mini bar ridiculous. Entertainment poor. On Poya Day no alcohol in public though you can pay triple the price the day before for a bottle of local beer. Bottled water not used for supposed environmental reasons, but you could pay for it. Water from machines provided but warm and tasted awful after being put in old flasks. Will be complaining to our tour operator. If it wasn't for the sunshine and the people we met who felt exactly the same, it would have been a complete disaster, to the point where we and others were considering flying somewhere else. Cannot understand all the great reviews at all. Stay somewhere else and get your value for money!

  • Stayed May 2014
    • 2 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
2 Thank Kat_LDN0365
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dilip S, General Manager at Hotel Mermaid & Club, responded to this review, 21 May 2014
We thank the reviewer for their stay at Mermaid Hotel & Club and commending our staff.

The reviewers comments made on food is untrue. Our menu operates on a 3 week cycle to avoid repetition of food for long stay guests and we never recycle food. During the period the reviewer was staying with us, there were about 60 other guests staying with us and no guest had commented negatively on our food or beverage services. The reviewer had special food requests and all requests had been catered for by our Chef. Most guests who stayed during this period have very positively commented on our food and it's variation. We have not received any complaint of guests having diarrhea or vomiting and the reviewers allegations are untrue. The tour representative of the reviewer who visited the hotel is unaware of the issues raised by the reviewer or other guests.

We have made arrangements to close the hotel on 20th May 2014 for an upgrading, but we have not advanced the renovation work. The reviewer’s comment made on a sound of a saw was to remove a fallen tree at the entrance of the hotel and had nothing to do with refurbishment work been advanced.

A la carte is not included under All Inclusive entitlements and this information is clearly published in all tour operator information sheets as well as the hotels information sheets which are provided to guests. Furthermore all-inclusive package consists of locally produced alcoholic & nonalcoholic beverages. The additional services obtained from Mini bar or foreign liquor/wines is not included under All Inclusive. Further, an information sheet of the package entitlements of all inclusive is always given to all our guests on arrival for their easy references and entitlements on All inclusive is also provided by the tour operator.

By law all hotels are required to refrain from serving alcoholic beverages on Full Moon Poya days and this information too is provided by the tour operator at the time of booking.

Had the reviewer raised their concerns during their stay to the management or the tour representative, we could have rectified these issues.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
vavuniya
Level Contributor
122 reviews
75 hotel reviews
common_n_hotel_reviews_1bd8 57 helpful votes
5 of 5 bubbles Reviewed 13 May 2014

Not an impressive entrance but from the time you alight its great care shown to small detail that leaves a lasting memory.Free snacks throughout day time tastes well, well appointed bathroom with shaving mirror at a height to suit a midget to a giraffe and green soap,variation in meals while the stand out is the caring attention of the staff. Animators enthuse activity for all ages.Not much consideration for those under 6- water mark too high in the pool/no floaters and no video room.In my two days saw 3 kids under 4 years kept away from the pool which is a parents hazard.

Hotel is active till midnight since free booze is splashed around.The bar area needs a TV with sports channel for the silent tippler.

Room Tip: Avoid ground floor rooms unless you want the beach at your feet.
See more room tips
  • Stayed May 2014, travelled with family
    • 4 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
3 Thank ruvinivavuniya
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
London, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
5 of 5 bubbles Reviewed 12 May 2014

We returned from a week at the Mermaid hotel on 5th May and I cannot recommend this hotel enough. The staff at the hotel are brilliant and nothing is too much trouble for them, cheeky is one of the waiters and he such a nice guy who has taught himself English by reading books.
We had a deluxe room number 312 which was really nice and always kept very clean. The only 1 problem was that we found we had no hot water some days but our friends in the deluxe rooms 213 and 214 never had any problems with this.
The food is really good, always lots of choice and very tasty. We even booked the a la carte menu for the equivalent of about £20pp you get a 4 course meal in a beautiful setting. It's well worth the money!
The hotel is now closed for renovations, some of the communal areas where a little dated but are due to be updated with the renovation.
The hotel is really very good because of the staff, they work long hours and due to the Sri Lankan economy they get paid very little so a small tip here and there is a big help to them.
Finally I must mention suresh who is a beach boy selling excursions (he has a red Mohican). We contacted suresh before we went to Sri Lanka and he arranged a nice air conditioned minibus to collect us from the airport. We then booked all of our trips with him including whale and dolphin watching, an over night stay at the chandrika hotel near yala national park and then a safari and the elephant orphanage. Suresh and his friend Bobby are such nice people and very welcoming. The trips were brilliant and we cannot fault suresh at all for all the arrangements he made for us. We drank arrack on the beach with suresh whilst bobby played Buddhist music on his drum. We had such a good time! Please book your trips with suresh and you will not be disappointed! You can email him before you go sureshpushpakumara@yahoo.com
Also please visit Sidney on the beach who will give you a full body massage for one hour for 1000 rupees (£5).
Please remember that a little tip from us goes a long way to the Sri Lankans.

Room Tip: The deluxe rooms are very nice!
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  • Stayed May 2014, travelled with friends
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
5 Thank Emma D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ulverston, United Kingdom
Level Contributor
8 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
3 of 5 bubbles Reviewed 10 May 2014

This is definitely a 3* hotel in need of the facelift due for the reception areas in May. It's a bit stuck in the 70's decor wise. The rooms are clean but basic, and the stairwells and corridors are a bit gloomy but as with most reviews of the Mermaid, the staff work hard, are friendly and helpful, and always have time for a chat.

Food is generally good, especially if you choose the curries, served at breakfast, lunch and dinner. Especially good was anything 'tempered' with chillies...French beans, okra, pineapple. The desserts were pretty dreadful, as is often the case in hotter climes, lots of cloying sweet cakes or sloppy trifles, but the fresh fruit was lovely, as were the banana fritters!

The pool area sun loungers along the sunny top side are frequently reserved by towel placement in the early hours but if you are willing to have shade till the sun moves round you'd not struggle to get a spot. Loungers are also dotted through the grounds. Again, lots of reserving goes on and then people appear hours later.

The beach is great for an early morning walk to watch the local men fishing. The beach dogs will follow you a little way before returning to their comfy spots in the sand. The tides make swimming in the sea unpredictable. When we were there in March, six people were pulled from the sea by the thankfully observant beach boys.

Taking trips from the location of this hotel in Kalutara is always going to involve long road distances. We went to Kandy overnight, to Tissa on safari, again overnight, and had a very early 5am start to go whale watching from Mirissa. Be very clear with whoever you sort your trips with that you don't want your time wasting by factory visits to sell you gems, masks etc. We used the Hayes and Jarvis rep Richard for one trip, the hotel's taxi guy Mr Gamini for another, and Suresh off the beach (with the red Mohican) for another. Of all of them, the best organised and most tailored to our wishes was the one Suresh organised for us. We were accompanied by Silva who works for Suresh who was good company and looked after us well in Kandy. Suresh has a huge array of tours possible and extensive knowledge and contacts so that whatever you want to do, he can sort for it for you! We really loved the Galle Fort area for classy shops, cafes and restaurants.

One final recommendation is for the little gift shop opposite reception. I bought things in there rather than in shops during our trips because I found some items were a quarter of the price. A wooden mask costing 2,000 rupees in the hotel shop was 9,000 in Kandy. The clothing from the shop, cotton shirts and trousers, have been washed and worn plenty since coming home...no split seams or falling apart yet!

So, all in all, this was a cheap and cheerful dose of winter sunshine, no more no less. The holiday was made for us by the friendly staff and the beach boys, who are always good for a chat. The lack of charm of the actual hotel and the dingy rooms mean I would look elsewhere if I was ever to return to Sri Lanka. Most people who said they loved the hotel were experienced at 'all inclusive' holidays in Mexico, Cuba, Dominican Republic whereas I am more used to boutique type hotels in interesting locations so I guess it was never going to be my cup of tea and reflects my lack of research perhaps.

Try and avoid the rooms closest to the bar, full days of AI alcohol consumption can mean loud conversations till 1am, and sleep can be disturbed.

Room Tip: Far away from the bar!
See more room tips
  • Stayed March 2014, travelled as a couple
    • 3 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
3 Thank clairepat63
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Hotel Mermaid & Club

Property: Hotel Mermaid & Club
Address: Mahawaskaduwa, Kalutara 12000, Sri Lanka
Region: Sri Lanka > Western Province > Kalutara
Amenities:
Bar / Lounge Beach Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Swimming Pool Airport Transportation
Hotel Style:
#1 Family Hotel in Kalutara
#1 On the Beach Hotel in Kalutara
#1 Spa Hotel in Kalutara
#1 Romantic Hotel in Kalutara
Price Range (Based on Average Rates): ££
Hotel Class:3.5 star — Hotel Mermaid & Club 3.5*
Number of rooms: 81
Official Description (provided by the hotel):
The Mermaid Hotel & Club lies on the golden sands of Mahawaskaduwa; a cosy fishing village in the city of Kalutara which is of religious significance, just 24 miles south of Colombo and 45 miles from the International airport. It is cleverly nestled in a vast coconut grove along a stretch of golden, sandy beach; a perfect get-away for sun, sand and sea lovers. ... more   less 
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Also Known As:
Hotel Mermaid And Club
Resort All Inclusive Mermaid
Mermaid Hotel Sri Lanka
Hotel Mermaid & Club Sri Lanka/Kalutara

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