Our stay at the Castle Hill Guest House was unfortunately one whole terrible experience.
We arrived with the train in Kandy and took a Tuk Tuk to the Guesthouse.
Upon arriving the view from the Guesthouse was beautiful and the house from the outside looked very appealing.
But it went downhill from there. A man who worked in the garden greeted us and asked us to have a seat in the lobby. The furniture in the lobby is from the 1950s which I didn't mind but it smelled old and musky and we had black feet as the floor was not clean.
The manager was not present and the man from the garden was clearly not up to the task of managing a guest house. He brought us to our room which was really huge and had the same old and musky smell as the lobby. The bathroom was not clean and I complained about the smell and the lack of cleanliness. He then used a spray can of air freshener and left without a word. We had planned to stay there for 2 nights but we did not feel welcome there at all so we talked to the employee and asked him if it was ok if we left one day earlier.
He immediately said it was no problem. 5 minutes later he came back and told us that he just talked to the manager and that we have to pay for both nights as we already signed in for 2 nights.
We weren't happy about that and I told him that he told me otherwise before but he just said he is only a servant and cannot decide things like that. I asked him to get the manager on the phone but he told me that this was not possible. I then asked him to organize a driver for the next morning to pick us up and drive us to Sigiria.
He left the room again to organize the driver and came back and told us that he has a driver but we have to pay the driver in advance. At this point I had experienced enough terrible customer service for one day and I demanded to talk to the manager but he refused to let me talk to her. My wife and I had the impression that this place tried to rip us off so we decided to leave the place immediately. The staff member insisted that we pay for both nights although we only spent a total of 30 minutes in the Guest House.
I wrote a mail to the Manager and gave her my feedback of our stay at her place and she refused to accept our feedback concerning cleanliness, customer service and the dubious practice of paying a driver in advance.
We had really amazing experiences in Sri Lanka and all accommodations have been welcoming and very pleasant except the Castle Hill Guest House.
There are so many great places to stay in Kandy, stay away from this one!
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- Also Known As:
- Castle Hill Kandy