Ratings based on 167 Verified Reviews
4.5 Room cleanliness
4.5 Service & staff
4.3 Room comfort
4.3 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 27 Nov 2024
The Grand Hotel is a nice place with a good location to see Nuwara Eliya. The hotel itself was very nice, but the rooms were poor, and need an upgrade. The Thai restaurant made amazing food.
But! The staff at this property were the worst I have ever experienced, and my family and I experienced several situations with issues. First there was an issue with my mom wanting to go to the pool, which she was told she could, but when she got down to the pool area, she was told she was not allowed, even though there were only three people there and 12 empty chairs, so she was sent back to her room. Secondly, my dad wanted to enter the gym and sauna, and was told the same, he could not enter, event though nobody was there. The staff was so unfriendly and not helpful at all. Lastly, the worst things of all was, that we had paid for 4 breakfasts, but my wife could not join the trip, so we had paid for one extra and wanted to invite our Sri Lankan friend to join us for breakfast. The staff made a big issue with this, and that we had to pay for one extra, even though we were still four people, so we ended up paying for 5 breakfasts and only being 4. We were not met at all, and they were so unpolite to us the entire stay. When we checked out, the staff asked how our stay was, and we said it had not been good due to the many issues we had, and then the staff just walked away to another couple and asked them about their stay, so not listening at all. I would NOT recommend this place.
by A verified traveler
Posted 2 Oct 2024
I loved the service, very colonial, staff are pleasant and helpful, food is excellent.
I love the manager Ms. Kalahari, she is very helpful, pleasant and very professional. I will go back to this hotel.
Comment from Hotel Management
3 Oct 2024 by Dinesh Dammika Front Desk Cum Revenue Manager, Hotel Management
Dear Valued Guest,Thank you for your wonderful feedback! We are truly delighted to hear that you enjoyed the colonial charm of our service, and that our staff's hospitality made your stay even more memorable. We are especially pleased that Ms. Kalahari's professionalism and helpfulness stood out to you—she is indeed an asset to our team.Your kind words about the food and the overall experience motivate us to continue providing the best service possible. We are thrilled to know that you plan to return, and we look forward to welcoming you back to the hotel for another exceptional stay.Warm regards,
by A verified traveler
Poor value for money
Posted 19 Aug 2024 on HotelsHistorical hotel with plenty of staff but overall it is overrated.
Poor value for money.
by A verified traveler
Posted 17 Jul 2024
Amazing charm and grandeur! Excellent friendly staff. Perfectly manicured garden.
Recent improvements have definitely elevated the comfort in the rooms and common areas.
Will come again!
by A verified traveler
Posted 28 May 2024
Excellent rooms,service,bars and food. Very welcoming manager at the cocktail bar who was great.lots of restaurants and bar and a very unique hotel in Sri Lanka.highly recommend it to to anyone who comes to this part of Sri Lanka
by A verified traveler
Fabulous hotel to relax for a few days
Posted 21 Apr 2024 on HotelsWe had a very enjoyable and comfortable two days stay. No complaints. Our room was nice and spacious, with a bay window and seating area. You do need to be a bit agile to climb out of the shower, which is over a bath with high sides. We tried several of the restaurants and the cafe. All were good. Service can be a bit patchy, but really, who cares when you are in such lovely premises with outstanding garden areas. We were very pleased to have chosen to spend two nights here; one night is not enough to fully appreciate what is on offer.
by A verified traveler
Posted 6 Apr 2024 on Hotels
by A verified traveler
Excellent classic, historical hotel
Posted 25 Feb 2024 on HotelsLovely classic old hotel. Perfect position to walk into town but also a bit on the quieter side too. Nice walks around quiet neighboring houses too. It’s a beautiful historic building with exceptional gardens. The rooms are spacious and older in style, so some people might not like the older quirks, but we loved it and would definitely recommend it. The staff were all very friendly and the food in the buffet breakfast was excellent plus the Indian restaurant on the entrance side of the property was great too. Loved our stay there.
by A verified traveler
Posted 4 Jan 2024
It's a trip back into an imperial past, that is now open to many. High ceilings, a mix of wood floor and thick carpets, and staff in a range of uniforms. The level of English is good (sadly, my poor French wasn't up to the task of testing the staffs'). There is a good selection of eateries ranging from 'stuff yourself silly' to light bites. I highly recommend the Thai restaurant downstairs. I would avoid the coffee shop, where I was unsuccessful in attempting to buy over-priced cakes to take out - after the guy "serving" me walked off twice, to deal with other people, I decided that two can play the walking away game. So, overall good, if uneven.
Comment from Hotel Management
30 Jan 2024 by Grand Hotel Nuwara Eliya, Hotel Management
We're thrilled to hear that you had a fantastic experience at the Grand Hotel! Our team takes great pride in providing exceptional service, and it's always rewarding to know that our efforts made your stay memorable. Your feedback related to the Grand Cafe is well noted and have communicated to the relevant departments. We appreciate your kind words and look forward to hosting you again in the future!
by A verified traveler
Posted 27 Dec 2023
