W15 Escape

The beach is only a short walk away, and W15 Escape felt peaceful and worth the price. The staff were very friendly and helpful, especially the security team, front-of-house staff, and manager Jude. They were accommodating and made sure our requests were taken care of. We had an excellent stay.

The rooms were clean and had basic amenities, and the pool itself was clean too. But the property didn’t match the expectations created by its online descriptions and photos. The pool area was the biggest disappointment: it looked plain and uninviting, with none of the decorated space and poolside cabins shown in the pictures. There was no active help desk or clear contact person, and responses took an unusually long time. The reservation team got my booking date wrong, and when I arrived, there was only a security guard and one helper around. Room service wasn’t really available, so I had to find the helper myself to arrange food. The menu was very limited, below what I’d expect even at a budget hotel. The place needs a lot of work on service and presentation to match what it advertises.

Before we arrived, the reservations team confirmed in writing that we could order extra meals from an à la carte menu and sent us the menu. But after check-in, when we tried to order dinner, staff said there was no à la carte service and the hotel only operated on a BB basis. That contradiction caused a lot of inconvenience and showed serious miscommunication between the head office and the property. We had a baby with us and requested a cot several times, including when booking and before check-in. No one told us it wasn’t available. Instead, we were given a single extra bed with no proper wooden support under the mattress, which was unsafe for an infant. We also emailed our concerns during the stay and never got a reply, which was especially disappointing. There were problems with basic amenities too. We’d been told by email to ask reception for dental kits, but staff said they didn’t have any. One staff member even offered their own used toothpaste, which was unacceptable for hygiene reasons. We asked them to buy new toothpaste and gave them the money in advance. Since we were with a baby, we didn’t go out at night, but the promised item never arrived. The pool and garden were poorly maintained, and we found a frog in the swimming pool. With the misleading information, hygiene concerns, untrained staff, and no response to our complaints, the property failed to meet basic hospitality standards, especially for families with infants. I wouldn’t recommend it and would advise future guests to think carefully before booking.

We spent one night at W15 Ahangama and were very disappointed by the facilities, food, and atmosphere. The hotel looked nothing like its photos, and the advertising felt completely false. There weren’t professional staff to handle our needs, just one person doing everything from cleaning to serving food. The coffee came with ants in the milk, and they gave us only one towel for our double room. The pool and surrounding area looked run down and had no view like the pictures, while our room was full of mosquitoes. We booked through agoda at a 52% discount, but extra charges brought the reservation cost up. The hotel then said the booking came through booking.com, which was contradictory. I raised my concerns and gave feedback to Reservation manager Shehan, but he didn’t acknowledge them or offer any compensation. This was a waste of time and money, and I wouldn’t recommend the property. Given the poor experience and inaccurate advertising, we want a refund or compensation.