The customer service is exceptionally good. All the staff I came across at the door, front desk, tea bar, dining area/buffet (Roshan, Umesh, Kaushalya, Pradeep and few others), room service, housekeeping and the organic tea factory were polite, professional, friendly, attentive, knowledgeable, helpful, courteous and had a great attitude. They did very well to make us feel comfortable and happy with the resources that has been provided to them which is not enough for the high prices the hotel charge their guests.
The rooms were below average. Not comfortable beds. The rooms should be sound proof. I stayed at this hotel for 4 nights and didn't sleep well at all. It was so noisy even in the middle of the night. I'm afraid this hotel is haunted. I strongly believe there are ghosts in bedroom. I speak through experiences I had in the room at night. My mother who stayed with me said the same thing. She hasn't slept well either. Which is obvious because it's such an old place. Also we hear people talking and walking in corridors, other rooms and at the kitchen in the middle of the night.
The hotel needs to be well lit inside even during the day. I don't know why they turn off the lights during the day. You do charge us a lot of money for all the services I'm sure you can afford to pay the bills.
We had breakfast, lunch and dinner on all days we stayed at HTF hotel and everything is over priced for that below average quality of the food. I personally love good food and am ready to pay expensive rates for good food. But the food at the buffet and the A la carte menu was disappointing. Very few choices at the buffet too. The food didn't taste good either.
I used the spa for a manicure, pedicure and a full body massage. The Indonesian ladies were very friendly and professional. They did a great job. Well done!
Please do something about the noisy rooms and the ghost problem. Please make the beds, linen, pillows, bathroom and toiletries more appealing and comfortable. I feel it was an absolute waste of money and time staying at your hotel for 4 nights. There's hardly anything to do. You should add more facilities to keep your guests entertained e.g. Live band, swimming pool, games room, proper gym, few shops etc. Also please add more choices in your menus and buffet and make the food more flavoursome and appealing.
Over all I'm disappointed with the quality and standard of the hotel. It wasn't a comfortable relaxing experience. It's not your staff fault it's the management. Staff did very well with the little that was provided to them but the management should spend money to make it more pleasant and enjoyable for the guests. I don't think I'll return to this hotel again. Big thank you to all the lovely staff for the great service :-)
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- Also Known As:
- Heritance Tea Factory Hotel Nuwara Eliya
- Tea Factory Nuwara Eliya
- Tea Factory Hotel Nuwara Eliya