Kuttam Pokuna

Staff were friendly and we had shops and restaurants closer to the hotel

This was the worst hotel experience I’ve ever had. I booked two nights with a Black Friday discount (regular price nearly 200,000 LKR). Problems began even before arrival: early check-in was only allowed from 6 AM with a 40% extra charge, and although I informed them we were 3 guests (2+1), I was told it was completely fine with no extra cost. When my flight landed at 2 AM and I asked to check in around 4 AM, they demanded payment for a full additional night. After a long flight, we had to sit exhausted in the lobby for three hours until 6 AM because they refused any flexibility at all. The room we finally received was unacceptable: dirty floors, stained bedding, a strong unpleasant smell, and a bathroom far below any true 4-star standard. At the pool, we weren’t allowed to bring drinks near the water, had to pay immediately for everything, and nothing could be charged to the room. When I raised concerns about the overall poor quality, staff suddenly insisted on an extra fee for the third guest, even though this had been approved earlier without any mention of charges. We also felt constantly monitored. Staff seemed to track exactly who entered and left the room and repeatedly questioned us, which made the entire stay uncomfortable. Breakfast was very poor with limited, low-quality options, and the general atmosphere was unprofessional and unwelcoming. I’ve stayed at over 100 hotels, and this was by far the worst. I strongly recommend choosing another hotel!!