Ratings based on 9 Verified Reviews

2.9 out of 5
3.0 Room cleanliness
4.2 Service & staff
2.8 Room comfort
2.9 Hotel condition
Expedia Verified Reviews
1 out of 5
by A verified traveler

Posted 14 Jul 2024
Very dirty. Terribly dirty. Very old. Pictures on Expedia don't match reality. Bugs everywhere. Toilet fixtures old and damaged. We couldn't even shower. Wifi terrible. I am trying to file a claim on this property for misleading and showing wrong information while booking.
2 out of 5
by A verified traveler

Posted 1 Mar 2024
Beautiful view but hotel is run down. Rooms were huge but there were bugs. The room pools were stagnant water and very dirty. Lots of stairs made it hard for elderly parents to navigate. Bathrooms were not clean and ver unpleasant
2 out of 5
by A verified traveler

Posted 30 Jan 2024 on Hotels
The hotel is tired and dusty. Everything was old and faded. The rooms may once have been grand and that has faded. Even though I had booked 2 nights and paid the room I booked wasn’t available when I arrived. The food was ordinary.
3 out of 5
by A verified traveler

NEvER AGAIN

Posted 17 Jan 2024 on Hotels
When we got to the hotel they 1st said they didn't do hotel's. Com so i was about to cancel my credit card as i thought i had been scammed had i done so it would have been very inconvenient. After 20 minutes of panicking the manager came over and said we did have a booking. If i had not paid upfront i would have walked out NOT HAPPY 😡
3 out of 5
by A verified traveler

Posted 3 Jan 2020 on Hotels
We have 3 rooms and we have wow out of the 2 rooms. One room was upgraded which we are thankful, but was too huge till it is kinda scary, there is a Swimming pool in the room. The other room has mountain insides the room, which we were alarmed too when we open the door, u see rocks insides the room. There is no internet connection in the room and the lobby internet was very weak too.
Comment from Hotel Management
3 Jan 2020 by Kasun Samuditha, Hotel Management
Ayubowan Sir/Madam, Thank you for choosing to stay at the Ella Mount Heaven Hotel. We recognize your time is valuable and appreciate the feedback you have provided on Hotels.com. Providing our guests with the highest level of hospitality and maintaining a fresh atmosphere within our guest rooms and common areas is our number one priority and we sincerely apologize for falling short of meeting your expectations in the areas that you described. As a teachable moment, we have shared your feedback to our appropriate hotel team to ensure the necessary guidelines are in place to improve our overall guest experience. Kasun Samuditha Front Office Manager. Ella Mount Heaven Hotel.
4 out of 5
by A verified traveler

Posted 26 Dec 2019 on Hotels
Comment from Hotel Management
27 Dec 2019 by KASUN SAMUDITHA , Hotel Management
Ayubowan Sir/Madam, Thank you for choosing to stay at the Ella Mount Heaven Hotel. We recognize your time is valuable and appreciate the feedback you have provided on EXPEDIA. We are delighted to hear you enjoyed your experience with us. Our team is a passionate group with the common goal of providing unparalleled service so we couldn't be happier to know their efforts made a positive impact in your experience. We will be sure to pass along your wonderful compliments to our team members. Once again, thank you for your valued feedback and we hope to serve you again whenever your travels bring you back to Ella Mount Heaven Hotel. Kasun Samuditha Front Office Manager. Ella Mount Heaven Hotel.
2 out of 5
by A verified traveler from Sydney

Posted 16 Nov 2019
The location of the hotel and view from the balcony is excellent. This hotel should have a lift. TV does not work. Bed is comfortable. Food quality is poor. Staff is quite courteous. Bathrooms are terrible.
Comment from Hotel Management
16 Nov 2019 by Kasun Samuditha , Hotel Management
Dear Sir/Madam, First thanking to you for choosing Ella Mount Heaven. We really appriciate your kind feed back, from that positive things will take positively. In the future implement as much as positively rather thatn now. As you mentioned, our bad things will take positively and will be fix as much as possible. We are really sorry for inconvienience in your stay @ Mount Heaven. Thank you, Front Office Manager Ella Mount Heaven.
4 out of 5
by A verified traveler

Posted 19 Oct 2019 on Wotif
The service and staff were beyond fantastic. Everyone was so helpful and caring.
Comment from Hotel Management
22 Oct 2019 by Kasun Samuditha, Hotel Management
Thanking to you stayed with Ella Mount Heaven Hotel!!! We really appreciate that kind words. Looking forward again Ella Mount Heaven Hotel...
5 out of 5
by A verified traveler from Münstrr

Posted 23 Feb 2020
What a stunning View! We loved staying here, it was pretty good. Staff very caring
Comment from Hotel Management
11 Mar 2020 by kasun Samuditha , Hotel Management
Ayubowan Sir/Madam, Thank you for choosing to stay at the Ella Mount Heaven Hotel. We recognize your time is valuable and appreciate the feedback you have provided on Tripadvisor. We are delighted to hear you enjoyed your experience with us. Our team is a passionate group with the common goal of providing unparalleled service so we couldn't be happier to know their efforts made a positive impact in your experience. We will be sure to pass along your wonderful compliments to our team members. Once again, thank you for your valued feedback and we hope to serve you again whenever your travels bring you back to Ella Mount Heaven Hotel. Kasun Samuditha Front Office Manager. Ella Mount Heaven Hotel.
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