NH Bentota Ceysands Resort

Perfect location, great food and service staff were very friendly and welcoming

This incident happened upon checking-in on 11/11/24, I was informed that driver accommodation was unavailable, contrary to prior confirmation of my check in via email. First of all, No one was at the welcome desk area, the Boat guy welcomed us at arrival. After arrival we came to know that driver’s accommodation was full in spite of our earlier check in via email. We called up front desk/reception person (who was on the other side of the water). As the main reception is at the other side of the river. We asked him for the solution in this situation or to call up on the duty manager but no revert came. We (my wife and daughter of 12) waited there for 25 mins for reception and duty manager to revert on our situation. None came forward with any solution and receptionist kept on insisting on phone to come on the other side of water where main reception & rooms are there. After waiting for around 30 minutes we went to main reception. Still duty manager was absent & the receptionist was LITRALLY LAUGHING ON US over this situation. He then called the duty manager, for which we requested around 40 mins back. While on call with the duty manager again he was laughing & making fun of us this entire time. 55 mins passed the arrival comes the duty manager (without wearing any badge or so. Seems to have just woke up from the sleep). We requested him to firstly handle their staff/receptionist to behave professionally which he failed to do so. Later we came up with the solution to find any nearby accommodation for the driver for which we will pay. Upon that he agreed. While all this frustrations & unpleasant situation happening THE RECEPTIONIST WAS AGAIN KEPT LAUGHING LITRALLY ON OUR FACE for don’t know why. Key Issues: 1. I hv Pre-booked confirmation via mail and fulfill the online check in process still the front desk staff and duty manager behaved very much unprofessionally. 2. Unavailability for drivers stay - Hotel claimed that the driver’s accommodation was full. So after a long tiring day, all we had to do is to again look for the driver’s accomplice & paid Rs 6600/- to stay somewhere else. 3. Unprofessional Staff - Receptionist’s attitude and behavior was totally unacceptable he was just laughing all the time. Neither did he was able to resolve the issue nor he could offer us a glass of water. He dint explained anything like WiFi password, breakfast timing anything. 4. We were told by receptionist that Duty Manager was roaming around the property and he came after 50 mins to meet us personally and even after listening our issue he was unable to resolve the matter. Also even after his warning & in his presence the receptionist was still laughing like he was high on drug’s. 5. When I raised the issue to General manager he offered me a complementary lunch with a form where I need to sign that I will not raise the issue to trip advisor or any other platform