Granbell Hotel Colombo

Overall property was so good

The staff experience was disappointing, particularly with a lady named Ms. Dulani. She was not willing to assist when I requested help. I had booked and paid for a Deluxe Room with a terrace and simply requested a room on a higher floor. Since all guests paying for the same room category should be treated equally, I was surprised to see that higher-floor rooms were being allocated to other guests while my request was not accommodated, without any clear explanation. Fortunately, after contacting other members of the staff, they were much more helpful and were able to arrange a room on a higher floor for me. I appreciate their assistance, but the initial interaction with Ms. Dulani left a negative impression of the service.

The bell staffs and the cleaning staffs were more accomodating and hospitable.

The issues started at check-in. Despite having booked and paid for our stay a day in advance, the staff had difficulty locating our reservation, resulting in a wait of nearly 30 minutes. This was especially disappointing considering our arrival time was around 4:30 AM after a long journey. Once we entered the room, we immediately noticed cleanliness issues. For example, the telephone receiver and its cord had visible dust buildup, suggesting that the room had not been thoroughly cleaned before our arrival. We were informed by the front office team that in-room breakfast service would begin at 7:00 AM. When we called at 7:05 AM to place our order, the staff member who answered seemed unaware that the service had already started. After our order was finally taken, it took nearly 50 minutes and a follow-up call from us before breakfast was delivered. The experience was frustrating enough that we decided not to use the in-room dining service for the remainder of our stay. To make matters worse, the reception team repeatedly called our room over the next two days asking us to confirm our room number. Receiving the same unnecessary calls multiple times became increasingly irritating and disrupted our stay. We eventually submitted our concerns through the hotel’s stay review platform, and a supervisor did reach out to apologize. While we appreciated the acknowledgment, the overall service experience did not reflect the standards we had encountered during our previous visits.

Magnifique piscine