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Reviewed 6 April 2018 via mobile

We visited RIU during our family holiday and had to cut the trip shorter than planned to RIU due to the underwhelming and disappointing state of the hotel.
The food was below average and pretty much the same dishes or recycled for the next service. They say it’s 24 hours food but it’s really not worth it. The alcohol was so poor quality that I could smell the cheap Barcardi from a mile.
However the service from the hotel staff was fantastic especially the waiting staff at the restaurant. Our room was always a beautifully decorated with exotic flowers and very creative towel arrangements on the bed which was a lovely touch! Hotel management were warm and courteous to all guests. There was one waiter who tried to tell me to sit elsewhere at the restaurant as the area was reserved for the “foreigners”as I was a born Sri Lankan. This was soon addressed by another staff member who overheard the conversation as I was not impressed at all with the comments. The manager dealt with the situation and apologised on behalf of the team and assured me that no one is ever instructed to treat any guest differently and that it will never happen again. Apart from this particular staff member, the rest of the team were lovely and went the extra mile including the pool staff who were absolutely amazing!
I wouldn’t recommend this hotel for families or if you are looking for a relaxing holiday. It is however great for young travellers who would appreciate the all day unlimited food and alcohol.

Stayed: January 2018, travelled with family
3  Thank SamKW83
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RiuHotelsandResorts, Online Reputation Manager at Hotel Riu Sri Lanka, responded to this reviewResponded 12 April 2018

Dear guest,

Thank you for taking the time to give us your feedback and for expressing your concerns.

We are committed to provide excellent quality of our products and services to our guests and for this reason we are very sorry to learn that you have left our hotel thinking otherwise.

Since we have no records, we would have liked to have been informed about all your inconveniences during your stay, so we could have helped you to enjoy your time at our hotel.

Please be assured that we will share your impressions with the relevant department in line with the main goal to achieve the highest levels of customer satisfaction.

To end on a positive note, we really appreciate your positive comments about our staff and glad to read that our manager could help you as described in your review.

We sincerely hope that we will one day be able to welcome you back to our hotel and have a chance to demonstrate the high standards of guest service that are typical at our hotels.

With our best wishes we remain,

Hotel Riu Sri Lanka
Online Reputation Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 April 2018

The rooms are large and airy. They have paid attention to small details as this is a beach property - clothes hanging rack in the Balcony, beds are large size. Plenty Shower heads at the beach before u enter the property.
Flamingo Bar is really great. The best part was the unlimited Drinks and food. With 10 pax we really had a great time.Perfect hotel for a family holiday. Riu Art cafe can really engage the kids for long. Beach was so clean.
Warm and Helpful staff and a really good spread of food - enough choice for Vegetarians. 4 restaurants to choose from - they are open in shifts so that means food is available 24x7. Their inhouse Disc is also great and they have live performances between 9 pm - 11 pm.

Overall a perfect holiday.

Room Tip: Go for the rooms with the Pool view. We stayed on the fourth floor and all 3 rooms had pool and Ocean Partial view
  • Stayed: April 2018, travelled with family
    • Location
    • Sleep Quality
    • Service
2  Thank ruchika75
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 5 April 2018

We visited this hotel on 20 March for two weeks. This hotel is not 5star platinum hotel, more like 3 star average hotel. The staff are excellent in all areas. The entertainment staff are the tops and work so hard and encourage guest to participate. Rooms are cleaned every day and all areas are clean. The downside to this hotel is the specialty restaurants. There are three of them. Italian- had to get our own starters and desserts, Asian - all buffet and steak restaurant no choice of starter or dessert. The buffet is very good but we chose this hotel as we are not fans of buffet type restaurants. This hotel’s location is not ideal. Too far on roads that are manic to most places to visit. The TUI rep was useless. Trips we wanted to do with TUI were either leaving the hotel at 4am or not available. One trip to Galle was cancelled as we were told it was on a Wednesday and was cancelled because it always rains on Wednesday! We booked a couple of trips with Sam from Big Brother. Two were excellent but a trip to Colombo was rubbish. Asked to shop and sight see. We were dropped off 40 minutes before the shops opened and then when we asked to sight see was asked what we wanted to see! In the end we just asked to be taken back to the hotel. The driver was not good and even asked for the money for the toll. We complained to Sam who said he would meet us. He failed several times to turn up and then sent £40 with a cousin as a refund. This trip cost us £100 and felt the refund was not sufficient. The driver we had who took us to Kandy and Galle was excellent. TUI you should be ashamed for misselling this hotel. Was told by the duty manager that this is not a 5 star hotel but a standard hotel in their chain! A better area to go to is closer to Galle better beaches and some nice hotel. Thank goodness we met some really nice people who made this holiday a lot better than it would have been

Room Tip: Ask for a room away from the front of the hotel
Stayed: March 2018, travelled as a couple
3  Thank lindaCambridge
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
RiuHotelsandResorts, Online Reputation Manager at Hotel Riu Sri Lanka, responded to this reviewResponded 11 April 2018

Dear guest,

Thank you for taking the time to give us a valued feedback following your recent stay at our hotel.

As a service-oriented hotel chain, it makes us very proud that you have rated our staff and entertainment team very well and appreciated their work.

On the other hand, we are sorry to learn that we were not able to meet your taste with our wide range of food served in our theme restaurants, but we are glad to know that our buffet restaurant was to your satisfaction. However, we can assure you that we strive to improve our service daily in order to offer all our guests in house and future guests a pleasant stay.

We sincerely hope you will choose to visit one of our worldwide available hotels again, and give us a chance to demonstrate the high standards of guest service that are typical at our hotels.

With our best wishes we remain,

Hotel Riu Sri Lanka
Online Reputation Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 April 2018

Well where can i start .... great staff couldn't do enough for us nothing seemed to much booking in was fast
The food was amazing the other half is a vegetarian and there was never a time she couldn't find plenty to eat.

Our room was cleaned lovely and we got some towel animals too which is a nice touch, the sockets fit our uk plugs there is a hair dryer and also a kettle with tea/coffee and a fridge with a few bottles of pop free of change .

The pools was cleaned every day and have a slight salty taste we mainly used the bar pool one which they have a few games on one way in the afternoon.
we also only used one tuk tuk driver from outside the front banzy tours (Nalantha) a great guy with a mountain of information and so helpful we didn't use the tuk tuk at the back as they tried to rip us off telling us one price and then changing the price again.

there are plenty of local shops and the locals are so friendly you can walk anywhere i tuck a walk more days as i did a little google maps of the area
We had a great two weeks and we will be back

Room Tip: rooms on the left side of the hotel are quieter also opt for a part sea veiw as the outer rooms will get noise from the road
  • Stayed: April 2018, travelled as a couple
    • Rooms
    • Cleanliness
    • Service
1  Thank Mal10ll
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 4 April 2018

We stayed at the Riu 20/03/2018 -03/04/2018. Arriving at the hotel we were welcomed by several staff members all with big smiles on there faces and a lovely welcome drink . We were upgraded to a partial sea view room facing into the pool area which was very clean and big. Theres three a la carte restaurants which only open certain nights and a main restaurant to have your breakfast,lunch and dinner . These were all excellent and the staff there did a fantastic job. By the pool there was plenty of beds most with umbrellas and 3 pools which were clean and one which had a swim up bar. The staff at the bars were a good laugh and you never had to wait long to get a drink. Down by the beach there was sellers for tours and others selling hats and dresses etc. This is where i met sameera from Baba Tours. We had a look and agreed to go Whale watching and the Elephant Sanctuary another day. Both these trips were excellent with a very friendly, knowledgeable local Sameera. He offered us theses trips with extra stops at a Tea Factory, Tsunami memorial and museum and a local traditional fishing spot at no extra cost with a free ride into town on his tuk tuk whenever we wanted so highly recommend. Throughout my trip played cricket outside the hotel on the beach with the locals and some guests. We would use the resorts equipment which was never a problem until the last day . One of the entertainment staff allowed me to use the cricket equipment and after about 30 minutes a staff member called "chilli" came storming over going crazy and snatching it all from us saying we couldn't use it because the locals were playing with me. I tried to tell him i was playing but he was angry and was imtimindating towards everyone. He was looking for a fight . I stood back in disbelief as he took it off us and caused the whole hotel to be looking over to see what was going on as the shouting got loud and people started smashing up the equipment . All because he a had a grudge with the locals but they didn't do anything wrong . After speaking to two members of the management team i still haven't received any apology and they didn't seem to care ...... apart from them the rest of the staff couldn't do enough for you

Room Tip: sea view away from nightclub or road
  • Stayed: March 2018, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
9  Thank worldtraveller2511
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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