Chandra K.
Disappointing Stay at The Grand Kandyan
I've always valued The Grand Kandyan for its outstanding service, quality, cleanliness, and stunning views. However, my latest visit was quite disappointing, and I was shocked to find that the service and quality control didn't meet the expectations of a five-star hotel. I booked a room-only stay for six days, marking my second visit to the hotel. Unfortunately, despite requesting the same room as my last stay six months ago, I faced multiple issues: * The kettle in the room was dirty. * The cups had noticeable stains. * The flickering lights from my previous visit were still unresolved. * The balcony wasn't cleaned properly, with cigarette butts left behind. When I pointed out these problems, the room attendant did clean the balcony, but simply tossed the collected dust and trash into the open balcony area, which was unacceptable and indicated poor housekeeping standards. I also encountered a serious service failure during an emergency. I called the reception, and while my call was answered, the urgency of the situation wasn't handled well. I had to step in to help another guest during the emergency while the hotel staff failed to provide the needed assistance. Moreover, the restaurant service was lacking. I waited about 15-20 minutes just to receive the menu before I could order my food. The ironing service also fell short of what I would expect from a five-star hotel. What added to my disappointment was the attitude of the Assistant Manager. Her response lacked professionalism, and neither she nor the General Manager offered an appropriate apology for the inconvenience caused by the situation with the other guest and the inadequate response from the hotel team. I'm extremely let down that management hasn't taken the right steps to address these issues. Based on my experience, the hotel does not currently reflect the service standards you'd expect from a five-star establishment. Regrettably, I cannot recommend this hotel to others unless they make significant improvements. I hope management takes this feedback seriously and makes the necessary changes to enhance guest experience and service quality. Thank you.
- Food
- 3
- Service
- 2
- Value
- 3
- Ambiance
- 4
