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Tourmaline Hotel
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Reviews (400)
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All reviewscandle lightingshuttle buson arrivalsri lankaother hotelsswimming poolgreat viewpleasant stayset menulovely hotelhotel is situatedour honeymoonkandy townstayed for one nightnice poolbreakfast and dinnerhill
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Reviewed 29 May 2014

During our round trip through Sri Lanka we spent two nights in this hotel over Kandy's roofs. Originally we were supposed to stay in the Tourmaline's partner hotel "Topaz" but were upgraded thanks to our honeymoon trip.
Although we enjoyed a warm and friendly welcome, we were surprised by the announcement that there is a dress code in the restaurant during meals - smart casual. For us this is totally unacceptable because everyone has the right to dress as he or she likes as long as not showing up in a bathing suit. By the way, pretty no one followed the dress code.
The room had a splendid view over some parts of the city and the room service was extraordinarily friendly and even brought us a welcome cake. But there were also some negative things about the room: the room safe had a malfunction; the were stains on the towels and the toilet seat was loose.
We also felt a bit overshepherded by the reception staff - they called us in our room just before 10 p.m. just to ask if everything was ok. The ambiance in the reception area in the evening was sterile - artificial electronic music from a cheap keyboard echoed through the lobby, the only place where one could enjoy free wireless internet access. As a guest having to pay for wireless internet access in the room is totally unacceptable in the 21st century!
Another downside of this wannabe luxury hotel was the pool (shared with Hotel Topaz) with its dirty sun loungers that had definitely seen better days. We recommend it being modernized as soon as possible - changing rooms would be nice for a start!
The breakfast was a joke - continental breakfast with very few choices as they are served in cheap B&Bs over here in Europe. What we also disliked: unlike in all the other hotels we stayed during our trip through Sri Lanka, The Tourmaline was the only one where there wasn't a buffet at dinner but five courses instead. We generally prefer to choose what and how much we would like to eat!
But the most terrible thing we had to endure in The Tourmaline and the reason we would never ever stay there again or even recommend it to others was the abysmal service during dinner on our second evening there: After we had entered the hotel restaurant and chosen our five courses, we observed three other couples that came after us and were served three courses while we didn't get anything to eat. And by the way, the waiters clearly noticed us and looked over to our table several times but no one cared about us. We have a strong suspicion that the waiters did this on purpose because we hadn't tipped them the evening before - we never had money with us in the hotel restaurants because we payed our invoices during checkout. On top of that, both of us got an upset stomach during our stay in The Tourmaline although we had always closely paid attention to only using and drinking bottled water. Our suspicion: during both dinners we were served fruit sorbet that was made of water from the tap and thus contaminated with bacteria!
The Tourmaline shouldn't try too hard meet "European luxury standards" (which we don't expect and need anyway), but instead focus on building "friendly and natural relationships" with its guests...

  • Stayed: March 2014, travelled as a couple
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2  Thank Dave3891
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Anura B, General Manager at Tourmaline Hotel, responded to this reviewResponded 6 July 2014

Dear Reviewer,
Thank you very much for your review of The Tourmaline. We are pleased that you have utilized the facilities of our hotel and you found the location to be very convenient.
You may be pleased to know that the pool area is planned to undergo a renovation programme with minimum inconvenience to our guests.Also we are investigating regarding the occurrence held at the restaurant that will lead to take necessary action and maintain the highest service levels at all times.
We do hope you would provide us another opportunity to being of service to you.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 May 2014

I have been to Tourmaline few times and noticed that the services have been improved quite drastically in recent times. In my recent visit, I was really thrilled with their very warm welcome treatment and the other services provided throughout my stay. Food was really good and reasonably cheap compare to the other hotels in the same caliber. Staffs were very friendly and accommodated some additional requests made by me due to my poor health during the stay.

I really appreciate the mindset of the top management giving a very good first impression that is very important in many of our life events. I wish the hotel staff would continue to be proud by serving its customers better and better.

  • Stayed: May 2014, travelled on business
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Thank Bandu N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Anura B, General Manager at Tourmaline Hotel, responded to this reviewResponded 23 May 2014

Dear Reviewer,
We very much appreciate your fantastic feedback about The Tourmaline and its facilities.We are very happy to learn that the service which you experienced from our staff exceeded your expectations during your 3rd visit recently,we are fortunate and very proud of the commitment from our staff. I shall pass your kind words on to them.

We thank you again for spending time to share your ‘Excellent’ review. We will be delighted to welcome you back in order to indulge you ones again.

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Reviewed 16 May 2014

Unfortunately we only spent one night here while on a four day tour of Sri Lanka during our honeymoon I wish we could have stayed longer!! Location amazing, very peaceful hillside location. Lovely swimming pool! Great welcome from the staff. Rooms very clean. Had a lovely six course meal which a nice surprise, really really liked this hotel! I think it would be better if they had a buffet breakfast service as they kept bringing us different things, and we weren't sure of all the choices when asked what we wanted.

  • Stayed: April 2014, travelled as a couple
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Thank FionaF917
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Anura B, General Manager at Tourmaline Hotel, responded to this reviewResponded 18 May 2014

Dear Reviewer,
We are absolutely thrilled that you have truly appreciated the difference and uniqueness of The Tourmaline, and have enjoyed your stay with us, although it was a short one during your honeymoon tour.
Taking care of your needs whilst with us has been a pleasure and our Team always endeavours to give you the best possible service.We look forward to seeing you again soon at The Tourmaline for a much longer stay, where we will have the opportunity of pampering you in the luxury.

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Reviewed 3 May 2014 via mobile

The hotel is definitely luxurious for local conditions - large rooms and bathrooms, excellent swimming pool, memorable view, nunerous and extremele polite staff. The only thing I didn't like was its artificial climate - candle lighting welcome ceremony, female staff wearing elaborate saris... you can easily feel that these are attractions aimed at tourists looking for superficial exotics.

Stayed: May 2014, travelled with friends
Thank Pawel S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Anura B, General Manager at Tourmaline Hotel, responded to this reviewResponded 18 May 2014

Dear Reviewer,
Thank you for your 5 star review. We are delighted that you liked the location and facilities and very specially our true hospitality. We hope you will decide to stay with us on your next visit to Sri Lanka and we look forward to welcoming you again soon To The Tourmaline. Thank you for your patronage.

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Reviewed 28 April 2014

Check in was prompt, with a lovely welcoming ceremony. Our rooms had lovely views of the surrounding mountains and Kandy town, especially room 311. The rooms were spacious and the bathrooms were well appointed. We only had breakfast in the restaurant, which was buffet style. There wasn't much choice, however, they offered to bring us Sri Lankan food, such as dhal, curry and rotis, which we appreciated. However, some of the food seemed to be reheated (maybe leftovers from the previous evening?) and the pooris had gone hard and could not be chewed.
We did have an incident with the smoke alarm during the night - the batteries needed replacing as it kept beeping. We called reception and they sorted it out straight away and were very apologetic.
Overall, the service here was first class and the staff were very friendly and helpful. The restaurant just needs tweaking a bit to bring it up to the same level as the rest of the hotel.

Room Tip: Room 311 is a corner room and has windows on two sides with amazing views
  • Stayed: April 2014, travelled with family
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Thank tiny13_uk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Anura B, General Manager at Tourmaline Hotel, responded to this reviewResponded 18 May 2014

Dear Reviewer,
Thank you for your lovely review on Trip Advisor. We love it that your stay at The Tourmaline has been a memorable one.
Our Team’s one aim is to ensure that your stay with us is both luxurious and personalized in every way, and memorable enough to keep you coming back. We would love to see you again soon.

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