Customer feedback - Sri Lanka and Maldives
As we are always striving to improve the quality of our service
and delivery of our holidays we appreciate any comments received from our customers. Immediate and
appropriate action is taken when holidays drop below our very high standards. Please read what
previous customers have to say about us - warts and all! Please be aware that the comments included
in Customer Feedback are the personal views and opinions of individual customers and not those of
Tikalanka Tours. Explanatory notes and our responses to customer comments are contained in square
parentheses.
"What did you like most about Sri Lanka?
The beautiful country and the vast amount of things to see and do.
What did you like least about Sri Lanka?
Touts and having to tip for everything.
Any other comments?
Had a fantastic trip. The drives were lovely and very informative, and the hotels we stayed at were some
of the best we've ever stayed in.
One thing to improve: as we had never been previously, we could have done with more advice when planning as
we had more spare time than we thought and could have planned more trips/sightseeing."
Tom & Stephanie, Wales, March 2013
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"What did you like most about Sri Lanka?
Friendly people.
Efficient service and keeping to time.
Fantastic elephants/scenery/beaches.
What did you like least about Sri Lanka?
Tipping!
Poor bike maintenance.
Poor standard of vehicles.
Any other comments?
We really liked the stay at Pathi's [Hanthana House, Kandy]. All the hotels were good.
Seaplane from Koggala to Colombo was great - I'd recommend people to use if for the Colombo to Kandy trip.
Things we liked less:-
1) Car broke down and although we only waited an hour for Pathi to collect us, we were then without a car,
and therefore most of our luggage, for a couple of days. After that we travelled in the van which was very noisy
and less comfortable than the car.
2) Bikes at Sigiriya Village [Sigiriya] were very poor - one had no brakes and the other lost its crank shaft
and pedal while we were out on them. Melheim [Resort, Ella] took 1.5 days to get the bikes ready. Bikes at
Buckingham Place [Tangalle] were excellent.
3) The Fort Printers [Galle] did not provide a take-away breakfast on our last day, despite our having arranged for
that 24 hours in advance.
4) We had expected to be on the Observation car on the train [Kandy to Ella], but were 2nd Class. It wasn't a
problem for us, but some people may be upset."
Gwen & Mark, England, March 2013
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"Just a quick email to say thank you for helping to organise such
a great trip. We had a fantastic time and I need to express my sincere thanks to Yapa our driver [guide].
We were unfortunately delayed at Heathrow going out and missed our connecting flight, so had to spend a few hours
in a hotel in Qatar. When we did finally arrive Yapa was there waiting where he had been for the previous 8 hours
or so! and still greeted us with a warm smile.
We then had a five hour trip to our first hotel. A long and tiring day for both myself and Laura and Yapa
respectively.
Throughout the trip Yapa was informative and obviously very knowledgeable about Sri Lanka and its history.
He genuinely seemed very interested in talking to us both and no request to stop for photos, drink etc was
any trouble.
I unfortunately fell ill one night, maybe too much sun or food, and Yapa was both very helpful and concerned.
We then had to cancel our first safari trip in Yala which was a shame but, the morning one was a brilliant
experience. I have witnessed similar driving conditions throughout Asia on various previous visits but, his
driving was faultless and always considerate under some very hectic conditions at times.
Just some feedback on the accommodation. Every hotel was fine except the Hotel Alta Vista in Ella [not one of
our recommended places to stay]. That was
the night that I fell ill. The rooms were large and the view was good. However, there was no air con, fan,
fridge or mosquito nets and the TV did not work. They also did not have any water or any drink (non-alcoholic or
alcoholic) to sell on site. I feel these are basic essentials of any accommodation, especially water. Maybe it
was more apparent as I was ill. We were also kept awake by people on the floor above playing rather loud music
after coming in very drunk. The staff tried to sort the situation, but it still continued for another 45mins or so.
The staff were attentive, but the accommodation just lacked basic amenities. Somewhere I perhaps would have stayed
if backpacking.
We did visit another hotel in the morning before travelling to Yala just down the road and they had amazing views
of Ella Gap. A much better choice. I understand that it was a similar price range.
Overall the whole experience was awesome and left us with a good understanding of the history, culture, sights and
sounds of Sri Lanka.
Please make sure to pass on our sincere gratitude and thanks to Yapa. Hoping to return one day soon and visit
the Maldives too.
Many thanks."
Paul & Laura, England, March 2013
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"Firstly thank you for organising our holiday in Sri Lanka.
We had a wonderful time and on the whole everything went very smoothly.
There were some small points that we wanted to pass on to you in order to assist others. Firstly, the trip to the
Golden Temple in Dambulla was wonderful, but we were not aware
that we had to pay extra admission for this. As it was on the itinerary we assumed it would be already paid for but
we had to pay an additional 3000 rs. It would have been useful to know this in advance. [The entrance fees were
included in the itinerary and quote but due to an oversight by the chauffeur guide the entrance fees were
charged to the customers.
We apologise for this oversight and the customers have been refunded for the entrance fees.] It would also be worth
letting people know in advance that as this is a current functioning temple, women need to cover their legs and
shoulders.
The Club Palm Bay Hotel in Marawila was lovely. We had to move rooms as our first room was really noisy but there
was no problem with this. The only issue we had with them was that the wifi was not working at all for the whole
week. When we spoke to them about it they claimed it was working (but only in the reception area) sometimes, late
at night. This was not any use to us and they were not very helpful about resolving this problem. Again, I feel it
might be worth letting people know in case they have a need to access the internet. [Wi-Fi access was checked with
Club Palm Bay before the holiday and we were assured that Wi-Fi was available in the reception area.]
Also please note that our tour guide (Manoj) did not know how to get to this hotel! The journey therefore took
rather a long time as we kept having to stop for directions. He also insisted that one of us sit in the front.
We were on our honeymoon and we would have liked to sit together.
I don't wish to sound whiney, we had a truly amazing holiday and these were really tiny issues that didn't make
that much difference, I just thought they may be things which could be smoothed out for the future.
Thanks again for all your help and hard work."
Emma & Iain, Scotland, March 2013
See also the
ResponsibleTravel.com
holiday review.
|
"What did you like most about Sri Lanka?
Impossible to say - everything was great!
What did you like least about Sri Lanka?
Their standard of driving! (but NOT our driver - he was great and safe)
Any other comments?
Brilliant, all round marvellous holiday!
I got back safely in one piece yesterday from the most wonderful, magical holiday possible. All arrangements were
well and truly in place and we were well impressed with some of the hotels we stayed in. Personally, I would drop
the Priyankara Hotel from your list and stick with The Safari at Tissa - there's no comparison between the two
and the difference in cost is minimal but the difference in service/food and general attitude of hotel is immense,
also I wasn't particularly impressed with the last night stay in Negombo [Villa Araliya, Airport] but those
are my only gripes!
You couldn't have a better ambassador "on the ground" than Kapila [chauffeur guide] - he really made a wonderful
holiday truly special. He couldn't have done more to help us enjoy our holiday to the full - hold onto that man,
he's priceless!!
Lianne will contact you separately with her thoughts.
In the meantime, thank you so much for organising such a fantastic holiday to Sri Lanka for us. I would have no
hesitation at all in recommending Tikalanka to anyone who was thinking of a similar holiday.
I wanted to thank you personally for organising a most fabulous holiday for myself and Annie. Sri Lanka is a
beautiful country and I'm pleased to say that the arranged tour showed it off to its best. Even down to your
thoughtful timings of certain activities i.e. climbing Sigiriya Rock early morning before it got REALLY hot
and far too uncomfortable, unlike some other travel companies we saw in action, and commented on.
I totally agree with Annie's comments about the hotels in Tissa. I also felt that the hotel in Negombo
[Villa Araliya, Airport] was a let-down in its quality, food and atmosphere from our previous hotels; this was
especially highlighted as it was the last night of our holiday and our last real memories.
Kapila, well what can I say? ........our driver/guide when picking us up from the airport and a friend when we left.
Nothing was ever too much trouble, he was always on time, smartly turned out (him and the car) and has a great
sense of humour. He is a safe, competent and calm driver, even when all around him were not! He was great to point
out a photo opportunity or wildlife even when it was just a spec on the horizon and all was done with a smile even
at 5am in the morning!!!! Kapila is a great ambassador for both Sri Lanka and Tikalanka. Whatever you're paying
him double it!!
I have already recommended Tikalanka and will continue to do so, if anyone would like to holiday in Sri Lanka.
Thank you again for arranging an absolutely wonderful holiday and some everlasting memories."
Ann & Lianne, England, March 2013
See also the
ResponsibleTravel.com
holiday review.
|
"What did you like most about Sri Lanka?
Lovely scenery - very lush and green, friendly, smiling people, no pollution.
What did you like least about Sri Lanka?
Some very bumpy roads!
Any other comments?
Visiting Sigiriya and Dambulla on the same day would have been too much climbing for mature clients!
Our driver/guide [Ranjith] rearranged our itinerary to avoid this which was good.
All the accommodation was very good as were the locations."
Janet & Morven, Scotland, March 2013
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"What did you like most about Sri Lanka?
The lush countryside.
The friendly people.
The climate.
The ornithology.
What did you like least about Sri Lanka?
[No comment]
Any other comments?
We loved every moment of it.
Thank you."
Carolyn & Wilf, England, March 2013
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"What did you like most about Sri Lanka?
Expertise of Kapila, our [chauffeur] guide.
Amazing scenery.
What did you like least about Sri Lanka?
Management of Yala [West] National Park - uncontrolled numbers of visitors, detrimental to wildlife.
Likewise, the mismanagement of turtle egg-laying watch [Rekawa Turtle Sanctuary, Tangalle].
Any other comments?
[Jetwing] Vil Uyana [Sigiriya]: Lovely hotel in every way. However, as we handed in our key on leaving,
we were told that 2 sarongs were missing from our room. Very upsetting (NB Not guilty!).
Ellerton [Kandy]: Perfect!
[Jetwing] Warwick Gardens [Nuwara Eliya]: Lovely, nice staff. However, rather austere.
Chaaya Wild [Yala]: Excellent in every way. However, see comments above re Yala National Park.
Buckingham Place [Tangalle]: Cannot fault. Very enjoyable stay.
The Sun House [Galle]: Very nice, atmospheric. However our bathroom (Hibiscus) in need of upgrading.
In addition, outside shower a nice idea, but not clean (i.e. didn't feel clean, and it seemed vulnerable
to visiting animals - I have a photo of a cat sleeping above the showerhead. Could a monkey get in?) and,
in spite of mosquito net, we were troubled with mosquitoes.
We were very happy with the organisation of our tour. Thank you - everything went to plan!"
Peter & Christine, England, February/March 2013
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"What did you like most about Sri Lanka?
The people; the weather; the destinations.
What did you like least about Sri Lanka?
Nothing.
Any other comments?
Everything was superb, from the flights, hotels, arrangements, guides. We will visit soon and highly recommend
Tikalanka as our preferred agents.
Thank you."
Robert & Patricia, England, February/March 2013
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"What did you like most about Sri Lanka?
Beautiful country, lovely people. It has everything anyone could want from a holiday.
What did you like least about Sri Lanka?
[No comment]
Any other comments?
Excellent guide in Anura.
One hotel was poor - Tea Bush Hotel [Nuwara Eliya], all others were excellent and lovely that they were
different from each other. Loved Zion View Guesthouse [Ella]."
Miller family, England, February/March 2013
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"What did you like most about Sri Lanka?
People, food, bird life, culture.
What did you like least about Sri Lanka?
The driving and dog barking.
Any other comments?
Just a quick note re our trip, which we enjoyed very much.
Buckingham Place [Tangalle] was well worth all the pre-arrival aggravation and detouring to and from Mirissa,
it was our favourite hotel - we loved it. The suite was fabulous, very private and wonderful views. Also,
thanks for advising about the anniversary - we had bubbly and a cake!
Some info for you re Number One Mirissa [Mirissa] - it is in no way worth the same money as Buckingham. It is OK,
but not for that amount of money - client profile would be well heeled surfers.
Nisala Arana [Bentota] was a bit of a disappointment, I'm not sure how much it is a night so it is hard to make a
judgement compared to other places but we felt it was not nearly as good as TripAdvisor led me to believe
it might be. (I know, I know TripAdvisor..................).
As for Hanthana House [Kandy] - the food was great, the family are lovely.
All in all, we had a great time and thanks for your help."
Suzanne & Derek, England, February/March 2013
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See the
ResponsibleTravel.com
holiday review.
Buck family, England, February 2013
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"What did you like most about Sri Lanka?
Tea plantations.
Friendly people.
What did you like least about Sri Lanka?
The constant expectation of tipping.
Stray dogs - neglect of them.
Any other comments?
I am so sorry not to have replied before, but my emails went down the night we stayed at
[Mandira] Craig Appin [Bungalow]! However, I can only say how sad we are for them that the TripAdvisor
reports were so bad, and had put us off. I am very glad that we stayed there in the end. It was very
comfortable - the staff were very helpful and food very good. Possibly my only recommendation is that
they pay some attention to the bathrooms. There was mould on the window frame/paintwork which I rubbed off! -
and the showers did not seem to function properly. But it was such a peaceful setting, and gave us a
chance to wander in the surrounding tea estate. However, everywhere we stayed was extremely comfortable,
and we loved the variety.
Thank you for organising a very interesting and comfortable trip."
Chris, Jackie, Charles & Frances, England, February 2013
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"What did you like most about Sri Lanka?
It's serendipity.
What did you like least about Sri Lanka?
The politics - civil war and the aftermath.
Any other comments?
1. Day 2 itinerary too demanding and uncomfortable. Arrival at Galkadawala [Habarana] after 19.00 following
overnight flight was far too late.
2. Option of rail travel from Nuwara Eliya to Ella should be offered, with luggage going on ahead by car."
John & Diana, England, February 2013
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"What did you like most about Sri Lanka?
Excellent tour, lots of variety, good guide [Niroshan], suitable accommodation, interesting, friendly people,
not too touristy.
What did you like least about Sri Lanka?
Humidity.
Long flights.
Any other comments?
We've now been back from Sri Lanka for 11 days. I can confidently report that I can tell a sleeping Buddha
from a dead one, know the exact constituent parts of a moonstone, can identify 3 of the 4 indigenous monkeys
(sadly the mouse monkey evaded our notice) and even feel enthusiastic about birds. However I fear that I shall
fail my exams on the exact genealogy of the early Sri Lankan rulers.
Seriously, it was a great holiday and exactly what we wanted. I won't extoll the delights of Sri Lanka to you as
you know them already, but I want to tell you that the organisation on the ground was excellent. We had a range of
sights and a range of places to stay, from the simple to the luxurious, and everything ran like clockwork. I have
to thank Mr Pathi for that, but I also have to say a big thank you to Niroshan, our driver/guide. He was a very
good driver, conscientious and extremely knowledgeable, but he did far more than expected in terms of making sure
that we were really happy, and proved himself invaluable when Gillian had to rush home. He effectively took
responsibility for us and found the travel agent which had a relationship with the airline and accepted credit
cards, which of course was a huge relief, as well as coping with some pretty hard and horrendous driving on what
should have been a rest day for us all.
Some minor points:
1. We drove straight from the airport to Anuradhapura, which was a 27-hour journey door to door for us (and the
roads are all in the process of being upgraded - awful!) This was fine, but in retrospect and as geriatrics we
should have given ourselves an extra day there. The programme was heavy at the beginning and we were rather
tired in the cultural triangle and perhaps did not take in everything. We chickened out of the last leg of the
climb in Sigiriya for instance!
2. The van has seen better days. I know we had to have it because there were 3 of us, but it's noisy and not
very comfortable for long distances.
3. We sent the extra SLR18,000 to cover the extra costs of Gillian's early departure to Mr Pathi with Niroshan,
but we were a bit surprised at the total amount as we were already paying a "retainer" for both the vehicle
and Niroshan. I know there was petrol and phone calls (and Mr Pathi was very helpful and booked the hotel for us)
but wonder whether there were any costs which we did not know of? [The extra transfer to the airport from
Tangalle and back was not included in the 'round trip' tour price since all transport costs are charged on
a distance basis.]
4. I have put a very nice review of Hanthana House [Kandy] on TripAdvisor, and mentioned too in passing Tikalanka.
5. I have put less favourable reviews of The Plains and Jetwing St Andrews [Nuwara Eliya] on TripAdvisor.
- The Plains is a lovely house, but we were frozen. I think it's one built for good weather only. It's also
very isolated, and there's no convivial atmosphere. You know we were disappointed since we actually wanted
to see Nuwara Eliya.
- Looking at recent TripAdvisor reviews of Jetwing St Andrews we were not the only ones who were bumped,
and I think you mentioned that this had happened before to your clients. We were also disappointed in the hotel
itself, though the staff was apologetic about our experience (and the guided tour by the resident naturalist was
excellent.) I understand that there's a shortage of accommodation in Nuwara Eliya, but I would discourage your
clients from going there, especially if they book as early as we did.
- I don't know whether you have seen the Apa Villa Illuketia [Galle], but in many ways it is out of this world -
his and hers baths under the skies! The infinity pool is wondrous. But there's something of an atmosphere of
control there which we did not experience elsewhere. For instance they were reluctant to let us have the room
that we chose in the pool house because they had got the other one ready and as far as we know Gillian was
still paying for the second room. Nor would they let Niroshan enter the premises as we had arranged with him at
8.30am, even though we were in the Pool House away from everybody else. Nor did they tell us that we had to
ring and ask for him to be let in at that time, nor tell us that he had arrived. They also tried to sell us a
lobster dinner for US$45, which was a lot more than we had paid for the same thing at The Last House [Tangalle]
the day before. They eventually did serve us a delicious curry on the most beautifully decorated table at a
reasonable price. And surprisingly we had a saga of being given the wrong keys, bedside lamps that had broken
and sockets that did not work. All a bit disconcerting!
So thank you all, it was wonderful."
Lorna, David & Gillian, England, February 2013
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"What did you like most about Sri Lanka?
The Mudhouse [Puttalam] - particularly the care of the staff, especially Molli.
Elephant safari [arranged privately].
Homestay at Hanthana House [Kandy].
What did you like least about Sri Lanka?
Enjoyed Heritance Kandalama hotel [Dambulla], food, location etc but it was the only place where we felt we weren't
welcome by staff.
Any other comments?
Found tipping constantly - awkward.
Enjoyed sampling Sri Lankan food but not at breakfast.
Loved Club Palm Bay hotel [Marawila] - very relaxing, staff great.
Homestay in Kandy - brilliant, couldn't have been looked after any better.
Our driver [guide], Yapa, drove exceptionally well in difficult circumstances and was knowledgeable about his
country."
Rob & Christine, England, February 2013
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"What did you like most about Sri Lanka?
Variety of activities.
What did you like least about Sri Lanka?
A bit hot and sticky in Galle, but that goes with the territory.
Any other comments?
Our guide (Kapila) was a very nice man, temperament, well suited to the job, a very good and careful driver,
sensitive to our wishes/needs, but his English was a problem. It was not possible to discuss what to do/where to
stop on a drive, and on some of the sites towards the end we used our guide books and self guided. He could be OK
for people who want less info and therefore don't need to talk too much. "
Keith & Gillian, England, January/February 2013
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"What did you like most about Sri Lanka?
Everything else [see 'Any other comments' below].
What did you like least about Sri Lanka?
Stray dogs and litter.
Any other comments?
More care should have been taken in account regarding our age group. We stayed in 7 hotels minimum stay 1 night.
Our driver [guide] Anura was lovely, very helpful and good company.
Would have liked to have seen less museums in Colombo and visit the Dutch Hospital (highly recommended by others)
if possible or anything else. We didn't see the market - may be closed when we got there.
Hotel Sigiriya, Sigiriya is a lovely hotel.
We would have liked two days in Kandy. We arrived late afternoon - evening out and left the following morning.
Very much looking forward to train journey [between Kandy and Nuwara Eliya] unfortunately cancelled because of
accident therefore another long car journey, also afternoon at leisure at Tea Bush Hotel [Nuwara Eliya] with
nothing to do. One night at Tea Bush Hotel then leave after Horton Plains trip. Far too long 2 days at Tea Bush
Hotel, staff and food good, rooms not so. Climate cold and nothing to do at leisure.
On our return I saw from your 'tips' Rs500 per safari was acceptable. We were told to tip the driver Rs1000 for
each safari (we didn't) we tipped Rs1500 (too much!!).
Talalla Retreat, Tangalle - would have preferred something more 'upmarket' as we seemed much older than most
people staying there, food OK but repetitive. OK for the younger generation.
Closenberg Hotel, Galle - lovely hotel and people, enjoyed our leisure time in Galle."
Joan, Rodney, Ken & Cleone, England, January/February 2013
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"What did you like most about Sri Lanka?
The variety - historical and religious sites, colonial legacy, natural wildlife, beaches, weather.
What did you like least about Sri Lanka?
Very little, perhaps just the time taken travelling on the roads.
Any other comments?
We have completed your form but I just wanted to say how much we enjoyed our holiday and thank you for helping us
with it.
As you were no doubt aware the only problem was at Ella where View Point Villas were not expecting us, except
perhaps three people in one room, certainly not three rooms. They seemed totally disinterested in sorting out
the problem. Although they said there was a second room available, it was in fact one of two rooms that had not
even been finished! Anyway Pathi [local manager] sorted out an alternative in the village (View Point is a long
way out) and very kindly gave us dinner. There is a new place, 98 acres, at Ella which you should look at!
[98 Acres Resort, Ella is already included on our online tailor-made holiday planner.]
Mahesh [chauffeur guide] was really kind and helpful and we all enjoyed having him drive us, just two small points:
a) there were not seatbelts for all of us in either of the two minibuses and the driver who took us back to the
airport was not only speaking but also texting while driving! In fact the mobile phone was a bane, the three
guides were constantly on it even when taking us around sites!
But we had a wonderful holiday and loved Sri Lanka - we would recommend it and Tikalanka."
Harvey family, England, January/February 2013
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"What did you like most about Sri Lanka?
Beautiful countryside.
Delightful people.
What did you like least about Sri Lanka?
[No comment]
Any other comments?
Driver/guide Oscar was extremely charming and helpful.
All accommodation was excellent.
Best: Castlereagh Bungalow [Ceylon Tea Trails, Adam's Peak] and Aditya [Galle].
Least good: Melheim Resort, Ella - great views but hotel was a little motel-like compared with other
properties."
Martin & Sheila, England, January/February 2013
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"What did you like most about Sri Lanka?
Wildlife.
Heritance Tea Factory [Nuwara Eliya].
What did you like least about Sri Lanka?
Driving standards.
Walking around religious sites without shoes.
Any other comments?
Driver/guide [Yapa] needed to borrow money from us.
Changes were made to the itinerary.
I would advise people not to travel via Dubai. The arrival and departure gates were separated by several lifts
and escalators, two long shopping malls and a ten minute train ride, allegedly in the same terminal.
There were too few toilets and seats.
Our guide seemed to want to take us shopping, which we did not want to do.
Overall we were very impressed with the organisation of our tour and cost/value for money. We were very impressed
with the quality of the hotels.
Unfortunately a few changes were made to the itinerary. I was greatly looking forward to travelling from Kandy to
Nuwara Eliya by train, but our guide claimed that he could not obtain tickets. In addition, the walk around
Kandy was made by car (our guide seemed reluctant to walk anywhere) and the tour of Colombo was made by car,
not tuk-tuk, with some sights missed out, including the Fort and Pettah.
Unacceptable problems were experienced on our arrival at Mount Lavinia Hotel [Colombo], where they could not find
our reservation. We expected an apology, but none was forthcoming.
On our return journey there was absolute chaos at Dubai Airport when we had to go through a security check.
Over three hundred passengers had to go along a narrow corridor and fight to get through two checkpoints.
As a result, due to distances involved, we arrived late at our departure gate, after walking over half a mile
and might well have missed our return flight to Manchester had the aircraft not arrived late from an incoming
flight."
David & Margaret, England, January/February 2013
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"I trust you have recovered from your stint at the Travel Show!
It was really good to meet up and have the opportunity to talk to you.
As discussed, despite the points to be mentioned below, our trip went very well and Glen and I enjoyed a great
time - we returned with some wonderful memories and hope to return to Sri Lanka in the not too distant future.
The really high points for us were Yala and Mirissa. Leopards, elephants etc at Yala and during our two trips
out of Mirissa we saw 15 Blue whales, 3 Fin whales, 5 Manta Rays and a large pod (50?) of spinner dolphins.
All very special and just to bore you a couple of photos attached! Although it was to a large extent a
'standard' tour we were grateful for the way in which it had been put together with, just about, enough time
at each location to appreciate what was on offer. We appreciate the thought and input from Tikalanka.
We are experienced travellers and do not allow perhaps relatively minor issues to spoil our enjoyment of any trip.
As mentioned there were a few matters about which you need to be aware:
Hotels
As a general point you, and therefore we, appeared to suffer from the fact that you are a small operation and
invariably the hotels looked after the larger companies and tour groups. As a consequence there were some issues
with our room allocation notwithstanding the fact that in virtually every case the hotels were never more than
two thirds full. Also there was a real lack of information about what was available at each hotel. The room
files dealt with the usual basics but made no mentioned of anything of interest.
1. Heritance Kandalama [Dambulla] - Great hotel in a wonderful setting but we were allocated room 444 at the
rear of the hotel with a perfect view of the car park rather than the lake! We did challenge this but were told
nothing could be done. Although termed 'superior' rooms they were their standard rooms so perhaps we should have
gone for an upgrade. In retrospect it might have been a good idea for us to have had an extra day at this hotel
following our flight to fully appreciate the hotel and its environs.
2. Cinnamon Citadel [Kandy] - Again nice hotel in a great setting but we were allocated rooms on the extreme
left (looking at the river) with a view restricted in part by trees and the wall to the roof of the rooms below.
Also there was no mention of what turns out to be the nightly spectacle of the fruit bats searching for food -
as you know thousands of them follow the river. We missed it the first night but the Downers made sure we
caught it the following evening.
3. The Grand Hotel [Nuwara Eliya] - Not sure where to start here - we had one of the old rooms on the ground
floor at the rear of the hotel. It was old and very tired. Standing in the very narrow bath to try to use the
shower was 'dangerous'. Both taps to the wash basin produced hot water - we never did get cold to clean teeth
etc despite reports to reception. Again we asked to change rooms to no avail. Originally the Downers occupied
the next room - their bath did not have any taps and they were expected to fill the bath from the overhead
shower - they were also told the hotel did have some rooms with baths and taps. They were eventually moved
to one of the refurbished rooms on the third floor at the front of the hotel.
The dinner buffet at this hotel left a lot to be desired. Food was invariably over cooked resulting in meat
being inedible. Service was even worse! Start with we ordered drinks and a bottle of water from one waiter
another then came along and removed the water glasses. Plates were being removed before we finished eating
from them. A side plate was removed so another was provided and then promptly removed by another waiter.
They were so busy fussing, while ignoring the basics, that it was at times difficult for us to hold a
conversation. They failed to understand the difference between good service and being intrusive to the
point of being unpleasant. I am afraid I did 'lose' it and one point and had words with the restaurant
manager to little effect - he simply asked the waiter to get us to complete a questionnaire but when
handed to him he never trouble to speak to us about the problems.
4. Chaaya Wild [Yala] - Great hotel and location and no problems!
5. Mandara Resort [Mirissa] - Hotel less than half full but on arrival we were allocated 'superior' rooms
on the ground floor with no real view of the sea and not the deluxe rooms booked. When challenged the
manager and he acknowledged there was a problem but said it would be sorted the following day. I insisted
on seeing the General Manager and after brief but firm discussion with him we went immediately to the
unoccupied deluxe rooms. No explanation was provided. As you know the deluxe rooms are very large and the
tea making facilities were in the annex to the bathroom. There was not electrical socket for the kettle.
Upon enquiring we were told we could move the large TV unit use those sockets or there was another socket
on the floor behind the sofa! In the event we had to use the latter for the kettle and to recharge cameras
and phones. The food here was also indifferent.
6. Heritance Ahungalla [Ahungalla] - Again great hotel and location but again we were allocated room 204
sea facing but totally without and view due to the trees which have grown up immediately in front of the
balcony! No alternative offered despite hotel being about half full. A small point an elephant visits the
hotel on a daily basis but we did not hear about it until it was too late and we were leaving. Late in the
day we also found out that turtles and visited the beach to lay eggs on two successive nights - we were not
told despite expressing an interest in such matters to reception on arrival.
The Driver [guide] - Sena
While superficially helpful he stuck us as basically lazy. From the outset he made much of his allergies,
his neck injury that 'forces' him to wear a foam support collar; his aversion to altitude that renders him
unwell every time he visit Kandy / Nuwara Eliya and his aversion to the sea. On several occasion he tried to
talk us out of visits - for instance in Kandy we did not visit he Hindu temples of municipal market on the
basis there were better temples and markets to be seen later in the trip. Later we realised we never did go
into a Hindu temple but did visit and small market in Nuwara Eliya.
In Kandy he left us to go around the botanical gardens on our own (to be expected?) and did not tell us that
was where the fruit bats roosted during the day - we found them no thanks to him but clearly he knew about
this. Also we agreed to meet him at the main gate at 10.30 by which time it was very very hot. After waiting
for some 25 mins we eventually found him some distance up the road in him vehicles enjoying the air-con!
Unfortunately waiting in the heat got to Glen and she was unwell for the rest of the day and part of the next.
We were also left to go around other gardens on our own.
In Yala Sena came out with us in the morning and he was wearing his collar. We had the distance impression that
he was telling the driver/guide to be 'careful' and restricted the extent of our visit and therefore our
enjoyment - return to hotel by 09.30? In the afternoon we told him to stay behind and we enjoyed a much
longer trip with more 'robust' driving and late in the day we saw leopards etc etc returning at 19.00.
We doubt this would have been possible had Sena been with us.
Mirissa - whale watching we went on our won the first day which was a wonderful experience - 9 Blue, 3 Fin,
Manta and dolphins. After hearing about our experience Sena came with us the next day when it was predicted
to be rougher at sea. He did not wear his support collar and was with us on the upper deck with more sea
motion. I had told him we did not was him suffering from seasickness and then driving us to Galle / Ahungalla.
He came out anyway and did not appear to suffer any ill effect despite not wearing his collar.
Following the whale watching we arrive in Galle at about 1pm when it was blisteringly hot. We had a short
walk on the Fort ramparts after a short drive round and then found cool restaurant for a cold drink before
travelling on to Ahungalla. We did say to Sena that we would like to return to Galle to look round in the
cool of the day and at some other time perhaps travel into Colombo - he told us there were taxis, trains or buses!
He left us at Ahungalla and we did not see him until 08.00 on the morning of our departure. Again he did not
wear his collar. Upon saying goodbye at the airport he gave us his business card, copy attached, and said
that if we wanted to visit Sri Lanka again, or if any of our friends wanted to visit, we could contact him
direct to arrange a tour - enough said!
I have gone on longer than anticipated but please be assured this is not a moan or complaint just an attempt
at constructive feedback."
Barry, Glen, Pat & Roger, England, January/February 2013
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"Very many thanks for organising everything and making all work
so smoothly given the very short notice I gave you.
We had a great time and definitely hope to visit again.
Pathi was fantastic and came to the rescue with his family superbly one evening in Kandy! [Hanthana House]"
Ben & Sarah, England, January 2013
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See the
ResponsibleTravel.com
holiday review.
Val & Bruce, Wales, January 2013
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For more customer comments from previous years, please click on the links below:
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