Kandy City Stay Hotel

The bathrooms were clean and the staff were nice, but the rest of our experience was very poor. The towels weren’t good enough, so we bought our own. The stairs were dirty, and the room and facilities seemed badly maintained. The AC in our double-bed room didn’t work, and there was an unpleasant smell when we entered. On Level 3, the wet floor nearly caused my elderly mum to slip. We told staff, but they didn’t put out a bucket or clean up the water. We only stayed because the weather was bad and we arrived late at night, then left as early as possible the next morning. The website photos are misleading and don’t show the hotel as it really is. They should be updated or removed so other guests don’t run into the same problems.

We had planned our Kandy trip to celebrate my birthday and visit several places, but this stay spoiled the occasion for us. We waited outside the hotel for over three hours while trying to sort things out. It was around 8:30 PM in Sri Lanka, and we didn’t leave until midnight, after Agoda confirmed the resolution. We had to contact Agoda ourselves because the manager, Kasun, and the reception staff were rude and unhelpful. We chose not to stay, but they refused to refund us. They acted as though we were at fault and showed no empathy or responsibility. The room we received wasn’t the one we booked and didn’t have the basic facilities listed online. The website photos were completely different from what we found. The owner should train the staff in basic customer service; they treated us very badly. To the hotel, this may have been just a cancellation, but it was a special day for us. I wouldn’t recommend staying here.

We left before staying even three hours and booked somewhere else, though we’d paid the full amount here. We didn’t ask for a refund; we checked out because the property didn’t meet our basic standards. It’s tucked inside a building with no proper signage, parking, or reception, and we had to ask people nearby how to find it. The place looked nothing like the website photos or TikTok videos. There was no sense of safety or hygiene, and it didn’t seem up to even a two-star standard. It honestly felt as if social media creators had been paid to promote it, which is misleading. Not recommended.

We could hear loud noise from the bathroom in the room above ours, and the bathroom in our room smelled bad. The coffee packets were expired, too. The room didn’t look like the photos, and it wasn’t worth what we paid.