Heritance Ahungalla

Beautiful hotel, but one staff member completely spoiled our experience.

We stayed at the hotel last July, and overall, we really liked the property. The rooms were nice, the atmosphere was beautiful, and most of the staff were very friendly and helpful. Unfortunately, one particular experience with a manager named Pradip left us extremely disappointed.

During our stay, my child was not feeling well. I requested the restaurant team if they could keep the buffet open for a little longer, or if I could take a small portion and keep it for my child to eat later. One waiter told me that permission was required and directed me to Pradip.

He directly said “NO” in a very aggressive and rude tone. I completely understand if there is a hotel policy and the request cannot be allowed. But there is a proper and polite way to explain this to a guest. What upset me most was the complete lack of empathy even after I explained that my child was unwell.

He also mentioned that there would be an additional charge if I took anything from the buffet for my child. I honestly could not understand this. My child was already entitled to the meal, so why would there be an extra charge for just a few pieces of fruit or some juice?

What disappointed me even more was seeing him eating inside the restaurant later, even though we were told that the buffet was closed. If the buffet was closed, why couldn't he simply help us with a few fruits for a sick child?

For me, this was never about the food or the money. It was about basic kindness, understanding and how a guest is treated, especially when a child is unwell.

The hotel itself is lovely and most of the staff were excellent, but unfortunately, one person's behaviour can leave a very bad impression of the entire property.

I hope the higher management of Aitken Spence Hotels will look into this matter seriously. A 5-star hotel can have policies, but it should also have empathy and proper guest handling.

Very disappointed with this particular experience.

I will also inform the senior management of Aitken Spence Hotels about this matter, Mr. Suhith, Sujith J and Ms. Thilini

Thanks!

My family and I stayed at Heritance Ahungalla for two nights and three days. As soon as you set foot into the reception of the hotel, you're greeted with the tranquil view of the infinity pool merging with the Indian Ocean. The architectural design done by the renowned Deshamanya Geoffrey Bawa truly portrayed modern tropical modernism. The structure of the hotel and the pond at the front added to its relaxing atmosphere. Nothing bad could be said about the food; at every meal, there was a huge variety of dishes. The heavenly taste of the chicken kottu hadn't changed since the last time I'd been here 10 years ago. Special appreciation to Agra and Pradeep, who were always there to help us in the Jute Restaurant; their warm and welcoming manners truly show their dedication to their job. Despite its advantages, Heritance did prove to have certain disadvantages. The front desk ladies lack customer care. The reception doesn't always pick up, and there was one certain receptionist who was rude and didn't show great qualities. The restaurant was crowded all the time, and we had to remind them several times to get things done. There was also unnecessary noise at the crack of dawn,n which disrupted our sleep. However, the GM, who was in fact a well-mannered person, apologised and provided promises of improvement. We hope that those who visit Heritance Ahungalla can enjoy it as much as we did, with the hope that said disadvantages have been fixed.