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“Just OK”

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Cinnamon Citadel Kandy
Ranked #5 of 54 Hotels in Kandy
Certificate of Excellence
Jerusalem District, Israel
Level Contributor
28 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
“Just OK”
Reviewed 20 June 2014

We stayed here for 1 night.
When we got the room it smelt moldy and wasn't very clean (a lot of dead, and living, bugs). We asked the staff to clean it, and they did, but the room still smelt moldy...
The staff were fine, but less caring and attentive than in other places in Sri Lanka.
The food was fine.
The view from the lobby is really amazing, especially from the pool. The rest of the hotel looked a little run down, especially the corridors leading to the rooms.
We were a bit disappointed, but this is an OK hotel. If we're ever back in Kandy, we'll probably stay in another hotel.

  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
3 Thank Michaelsz1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FowmeIBRAHIM, Front Office Manager at Cinnamon Citadel Kandy, responded to this review, 7 July 2014
Thank you for your feedback following your recent stay with us.
We regret any inconvenience that may have been caused to you during your stay with us.
We thank you for the constructive feedback which is truly invaluable to us and we will certainly take the highlighted areas in to consideration for areas of improvement.
While thanking you for taking time to write to us, we certainly hope to have the privilege of welcoming you back at our Hotel, for a stay that we guarantee, will be memorable
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English first
North Yorkshire, UK
Level Contributor
36 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed 20 June 2014

I can directly compare this hotel with another Cinnamon hotel we stayed at the previous week. It was generally not as good. The staff were obliging but not quite as attentive as the other hotel and the room was not fully prepared when we arrived at 6 pm. The location was, however, really nice and so was the food, although service was slow in the restaurant and lacked the personal touches we had got used to. This said, we have stayed in far worse hotels and I would not dissuade anyone from going. One really nice touch was that they made a cake for my wife's birthday having noticed the cards in the room. Altogether a bit of a mixed bag.

  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank CJL6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FowmeIBRAHIM, Front Office Manager at Cinnamon Citadel Kandy, responded to this review, 7 July 2014
Thank you for sharing your constructive feedback following your recent stay at our resort.
We sincerely regret the inconvenience caused to you during your stay with us.
We hope you will continue to stay with us on your future visits to Sri Lanka, giving us the opportunity to indulge you in hospitality at its best.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Kuala Lumpur, Malaysia
Level Contributor
51 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 85 helpful votes
Reviewed 18 June 2014

I stayed here from june12 the till june14th 2014
We were given a room on the same floor exactly beside the restaurant . It was horribly noisy and smelly . I requested to change the room on the day we arrived but hotel was full . The next day I was offered another room but decided not to change since it was on the same floor .i was traveling with my 83 year old mom .
Bathrooms need to be renovated ...
Buffet spread is good
No gym facilities and the swimming pool is very small
Hotel has no spa

Room Tip: Never get the rooms on the first floor ... As they are next to the restaurant
See more room tips
  • Stayed June 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank may081
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FowmeIBRAHIM, Front Office Manager at Cinnamon Citadel Kandy, responded to this review, 7 July 2014
Thank you for sharing your review on Trip Advisor following your recent stay with us. Constructive criticism is always appreciated as it helps us to better our product and service offerings, so we thank you sincerely for sharing your honest feedback which is deemed invaluable to us. Whilst thanking you for sharing your feedback with us, we certainly hope to have the privilege of welcoming you back at our resort for a more memorable stay
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Manchester, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 16 June 2014

Stayed here for two nights in June 2014. It was very noisy - music, lots of people shouting, kids playing table tennis and shouting (table tennis is close to the rooms); had to complain to reception when it got late and we couldn't sleep. On the second night it rained a lot and at six o'clock in the morning water started dripping on the bed. When we reported this to reception they didn't know what to do! They just said uh huh and that was it - nothing else! Just before 8am a member of staff knocked on the door and asked when we were checking out! The staff need some training on how to deal with complaints and problems with rooms. We also saw a maintenance man outside our room doing something else and told him about the room - he then started walking in and out, asked us to watch the ceiling while he poured water on the roof to see the leak (even though you could clearly see where the leak was!) so we had to leave the room at 8am as he was banging about on the roof. We then had to wait until 10am in the lobby as that was the time we were being picked up. Just don't bother staying here if you want to sleep!

  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Cheryl O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FowmeIBRAHIM, Front Office Manager at Cinnamon Citadel Kandy, responded to this review, 7 July 2014
Thank you for taking the time to share your constructive feedback on Trip Advisor following your recent stay at cinnamon citadel kandy.
We felt very concerned to read about your uncomfortable experiences with us and we very much regret that your stay with us was not up to your expectations. Please accept our sincere apologies for the service lapses you experienced during your stay and thank you for pointing out the ceiling condition which we will definitely look into for rectification.

We hope you will give us another chance to welcome you back for a more pleasant vacation with us and please do not hesitate to contact us if we could be of any assistance in planning your next trip to Kandy. Sri Lanka.
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Colombo, Sri Lanka
Level Contributor
24 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 15 June 2014

As in all Keells Hotels , Food was super . Staff extremely pleasant and helpful and the rooms are clean and comfy.
We've been to almost all the 'Cinnamon' Hotels and the Citadel falls short of the rest and is more in the 'Chaya' category - the rooms are very basic and ordinary and the hotel doesn't have a spa or gym and although the facilities say badminton is available, there was no court.
all in all though we had a nice stay.

  • Stayed June 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Niluka P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FowmeIBRAHIM, Front Office Manager at Cinnamon Citadel Kandy, responded to this review, 7 July 2014
Thank you for sharing your feedback following your stay at Cinnamon Citadel Kandy. We are indeed pleased to know that you enjoyed your stay with us. Please be informed that we are in the process of preparing a gym. May be in few months’ time we will have a nice gym in operation. While thanking you for staying with us, we certainly hope to welcome you back at our resort for yet another memorable stay
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
England
Level Contributor
221 reviews
100 hotel reviews
common_n_hotel_reviews_1bd8 367 helpful votes
Reviewed 15 June 2014

We liked:
The setting beside the river with super views across to the vegetation on the other side
The lovely pool - great for cooling off
Large room & balcony
Extremely comfortable bed
Friendly staff

We would have liked:
Decent coffee at breakfast
Sri Lankan music rather than the awful Western music played in the evening

  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
Thank lindale
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mumbai (Bombay), India
Level Contributor
109 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 63 helpful votes
Reviewed 12 June 2014

Its a beautiful property situated by the river in Kandy. We had booked a triple room which was huge and had a cute balcony as well. The bathroom was also big with a nice tub and a separate shower area. The only drawback was that all the deluxe rooms were situated vary far away from the reception, restaurant, swimming pool and one had to walk down quite a few stairs ( NO ELEVATOR) to reach the room due to which it's extremely difficult for senior citizens to commute.

The breakfast spread was excellent, the service was good. We also ordered room service a few times and they were prompt. The pool is also nice and inviting. Overall the hotel property is huge and I must say that it is very well kept.

I will definitely visit here on my next visit to Kandy.

Room Tip: Book rooms closer to the lobby area or else there is a lot to walk
See more room tips
  • Stayed June 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Ravi73
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FowmeIBRAHIM, Front Office Manager at Cinnamon Citadel Kandy, responded to this review, 15 June 2014
Thank you for your feedback following your recent stay at Cinnamon Citadel Kandy. We are delighted to know that you enjoyed your stay with us. Whilst thanking you for sharing your positive feedback we eagerly look forward to having you with us again.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Cinnamon Citadel Kandy

Property: Cinnamon Citadel Kandy
Address: 124 Srimath Kuda Ratwatte Mawatha, Kandy, Sri Lanka (Formerly Chaaya Citadel Kandy)
Region: Sri Lanka > Central Province > Kandy District > Kandy
Amenities:
Bar / Lounge Business Centre with Internet Access Free Parking Restaurant Room Service Suites Swimming Pool
Hotel Style:
#1 Business Hotel in Kandy
#2 Luxury Hotel in Kandy
#3 Romantic Hotel in Kandy
#3 Family Hotel in Kandy
Price Range (Based on Average Rates): £
Hotel Class:5 star — Cinnamon Citadel Kandy 5*
Number of rooms: 119
Official Description (provided by the hotel):
Sweeping green hills, the longest river in the country, misty mornings and the fresh outdoors, are just a few things that naturally come together here to make the perfect holiday. Just 2 1/2 hours from the Sri Lanka's Capital City Colombo, Chaaya Citadel Kandy has reinvented itself taking into account the needs of holidaymakers around the world. Replete with a sense of history, serenity and majesty, the hotel offers guests the opportunity to experience the amazing Kandyan history, the culture and the arts that play a big role in the lives of the Sri Lankans. ... more   less 
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Also Known As:
Chaaya Citadel Kandy Hotel Kandy
Chaaya Citadel Hotel Kandy
Kandy Chaaya Citadel Hotel

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