3 Arch Resort - Ella

The restaurant meal took more than an hour and 20 minutes to arrive, even though we were told the pasta and rice would be quicker than other dishes. The food itself was very nice, but don't eat here if you're in a hurry. There was also noise from barking dogs, and the rooms don't block much sound. The hotel is a little outside Ella town, though its tuk tuk service costs only 1000 Sri Lankan rupees, about £2. On the plus side, the staff were friendly, the rooms gorgeous, and the views lovely. I couldn't fault those.

A special mention to Zahan at the restaurant, whose service was outstanding. Ella itself made for a great holiday, but the resort's service was the one thing that spoiled it. The location is good, but I'd book through booking.com or agoda rather than directly. They first quote a lower price, then the manager and Aakash look for chances to add charges without explaining them properly. We were told by phone that driver accommodation and food would be nearby and cost 1500. Once we arrived, the price became 2000 and the drivers were placed farther away. They had also agreed to arrange their pickups and drop-offs, but one day our driver had to walk 20 minutes to reach us. We asked in person whether the driver could eat at the restaurant or get takeaway and were told yes, with no mention that the food would be different from ours. At checkout, they brought this up for the first time and charged us more than the cost of our own stay. When we tried to discuss it, the manager walked away mid-conversation and spoke in another language. One day's takeaway never even reached one of our drivers. On top of that, the hot water didn't work and showering left the whole room damp. Hospitality should mean being honest and clear with customers. I think the staff of 3Arch need to learn that better.

The setting is beautiful, but this wasn't a comfortable stay. There was little peace or privacy, with lots of noise in the dining and shared areas, especially at night. Some food was undercooked, the meals were average, and breakfast felt hurried. I wouldn't choose it for a quiet, relaxing resort.

It’s quiet and pleasantly away from town. The rooms are big and cleanish, and there’s warm water. The food was superb, and the lovely staff made us feel at home and looked after my parents. Thanks to them!