We stayed 1night in this hotel and although it wasn’t terrible we wouldn’t stay in that hotel again. The hotel rooms are in different annexes On arrival we were allocated a room in one of the annexes on the second floor with no lift, I asked if I could have a ground floor room as I have mobility issues but they said that they only had a ground floor room in another annexe which was a distance away so we stayed with the allocated room. The room was clean with a partial river view but we had to clean the balcony chairs before we could sit on them. We decided to spend the afternoon by the pool but could not find the pool attendant for towels, after asking at reception we were told he was on his lunch and to look out for someone in all white. We eventually saw the animation guy who very kindly found us mattresses and towels, the sunbeds and mattresses could do with replacing they were not in a good state of repair. We noticed several guests during the afternoon either getting their own towels or wandering around looking for the pool guy for towels and mattress’s. We decided to have some lunch, the table we sat at outside had not been cleaned or, the plates etc. had been removed but not re set. My friend then had to go looking for the menus/waiter despite sitting at the table for about 10 minutes. The food when we received it was very good. The restaurant at night felt a bit like a cafeteria, there were food piled high on some tables and it was very noisy, not a relaxed atmosphere. Had a packed breakfast as we had an early start so cannot comment on what the restaurant was like in the morning.

Where does one begin? Yesterday was the last day of an otherwise magnificent trip through this beautiful country. We spent our last two nights at Mandara through a Thai tour group. Unfortunately, the payment by the local tour company (hired by the Thai company to lead the tour) did not reach Mandara in time for our departure from the hotel. So, what did the hotel do? It said we (the customers) could not leave until payment was made.

Now we, the customers, had already paid the Thai tour company. And, the hotel’s contractual agreement was with the local tour company. And, further, the local tour company had apparently used Mandara before.

To make a long story short, our departure was delayed more than two hours as we sat cooling our heels while the hotel and the local tour company tried to work things out. This, of course, should not have affected the customers or our departure. Especially those who had flights to catch or had another destination to reach that day.

This would never have happened in the US. It was up to the local tour company and the hotel to work it out- without inconveniencing or delaying the Customers. Nor were we offered an apology or a drink while we were waiting, etc. Bad customer service all the way around.

In the end, we contacted the Thai company (Spice Roads) who stepped up to the plate when they heard what was going on; said the customers should not have to pay; apparently then paid the bill; and we were “released” to depart. (One solution offered - prior to us contacting Spice Roads - was for us to each pay, the hotel would track us each down when the hotel received payment from the local tour company, and reimburse us.)

So, boo to Mandara and kudos to Spice Roads. (I’ll be posting about our two week bike trip with Spice Roads through Sri Lanka shortly. If you like to bike, take it. And, come visit Sri Lanka. You’ll be amazed by the people and its country.)

Itsthuthi :)
March 30, 2018