Nisansala Wijewardana
Google
I would like to share my recent experience at your hotel, which unfortunately did not meet the expected hospitality standards.
Since I'm here for my vacation My intention was to arrange a surprise cake for my sister to celebrate her significant achievement in her businesses. Since we were accompanying her to the hotel, I was unable to purchase a cake beforehand. When I initially approached your front desk (I am unsure if she was a receptionist or assistant), I requested assistance in arranging this. However, her approach was disappointing and unacceptable for the hospitality industry.
Firstly, she informed us that the buffet starts at 7 PM and that we would not have access to the restaurant before then. When my sister asked if we could wait in the pool area, we were also denied access. As a result, we decided to leave temporarily and visit Marina Mall. Upon returning, I once again asked the same staff about arranging a cake with a congratulatory message. This time, she told me that if I bought a cake from Marina Mall, they could help with the wording.i would answer her at the same time for that,since it was a big day for us I don't wanted to spoil our moment.
As someone who working as a Training Coordinator and Internal Auditor in the hospitality industry abroad, I strongly recommend further training for your team, especially in guest handling and anticipating guest needs. Simple gestures, like assisting with a cake arrangement, make a big difference in creating memorable experiences.
Fortunately, I later approached the restaurant staff, for the same request and who offered to provide a cake for LKR 2,500. The cost was not an issue for me, and while I was expecting a more generous portion for the price, we were offered by slice of cake. However I truly appreciate their effort. Most importantly, my sister was pleasantly surprised, which salvaged the occasion.
However, I urge the management to focus on better staff training and food quality