Cinnamon Citadel Kandy

It was an amazing stay at the Cinnamon Citadel Kandy.The staff were very helpful.Specially Front office and Restaurant (Sashi/Asela/Mansala) which I could remember the names were very helpful and given their best service to us.Thank you very much for your great hospitality and hope to see you all soon with another unforgettable stay❤️

A truly exceptional stay, the staff were incredibly kind, the service was outstanding and the ambiance was calm and inviting.Hats off to Ishara, Chinthaka, Hasini and Hiruni from the bar team for their gracious and excellent hospitality! Highly recommend!!

The experience was amazing. I stayed a few nights and truly enjoyed every bit of it. Even though they were a bit short-staffed due to the Sinhala and Tamil New Year, it didn’t affect our stay at all. Everyone was attentive, well taken care of, and nothing was delayed.

A special shoutout to the bar team—they were incredible. Such a friendly, energetic crew, and the service was top-notch. The cocktails were excellent, service was quick, and there was absolutely nothing to complain about. Big thanks to Ishara, Hiruni, Hashini, Chinthaka, and Rukmal for creating such a great vibe and being so welcoming and outgoing.

Overall, it was an amazing experience.

I like the morning wake up to the birds and monkeys jumping around.

The location is very beautiful.Breakfast was very good and the staff were very freindly.

Very nice place and we really enjoyed our stay here.
Hospitality is very good and nice food.

The staff is also good. The food is also good. Thank you very much to the reception team With thiloka and Govinda for the surprise for my husband's birthday.

Special Thanks to the following members of your staff
1. Bar staff - the collective knowledge and the openness to always offering a new cocktail. The detailed explanation is always a treat.
2. Room service - we go into the room with a smile, always, with the thoughtful welcome notes in leaves and flowers. Amenities are well stocked.
3. Gym and the pool - Always clean. The pool staff are amazing. Runs around offering towels to the guests and seemingly cares about the job to a great degree.
4. Restaurant - Chef Dinesh, F&B Mr Naleen Nishanth and their staff are amazing human beings. What we look for in a hotel is the food/bed/gym/pool in that order and the restaurant does not disappoint. Your new appointees are a delight as well. Love the fact that they now know all the drink orders by heart
5. The new FOM !! Thank you! Appreciate your efforts and all the times we bug you at all times and also the last minute messages for rooms.

Thank you for inviting us both to the staff event of the opening of the Paranagama cultivation centre. What a great concept and the staff involvement from all departments seemed like a grand idea by the RM. We had a great time. We wish you all the very best for the coming season.

Thank you and see you in a week or so.

El bar y los juegos

Sehr schönes Hotel. Zimmer sind sauber und schön. Hatten eigentlich eine Nacht gebucht aber es hat uns so gefallen das wir daraus zwei Nächte gemacht haben.
Frühstück auch sehr lecker.

Good service from duminza, very good customer service from duminza . Very helpful service and great product

Location:
The hotel is beautifully located, offering a scenic environment that makes it perfect for a relaxing getaway. Its setting provides easy access while still feeling like a peaceful retreat.

Atmosphere:
The overall atmosphere was warm, welcoming, and very calming. From the moment we arrived, we felt relaxed and comfortable, with a perfect blend of nature and elegance.

Rooms:
The rooms were spacious, well-maintained, and very comfortable. The interiors were thoughtfully designed, providing both functionality and a cozy feel for a pleasant stay.

Value:
The stay was absolutely worth the price. The quality of service, facilities, and overall experience exceeded expectations, making it great value for money.

Cleanliness:
Cleanliness was top-notch throughout the hotel. Both the rooms and common areas were spotless and well cared for.

Noise Level:
The environment was very peaceful with minimal noise, allowing for a restful and uninterrupted stay.

Service:
The service was exceptional. A special mention goes to Sandun Fernando, who attended to us during the buffet. He was incredibly attentive, friendly, and professional, ensuring we had a wonderful dining experience. His hospitality truly stood out and made our stay even more memorable.

Amenities:
The hotel offers a great range of amenities that cater to both relaxation and comfort, enhancing the overall guest experience.

Location

It was really good comfortable room

Really enjoyed my stay here! The service was excellent, and the staff went out of their way to make us comfortable. Rooms were spacious and very clean, and the atmosphere was relaxing. Key attractions are located within close proximity. Great value for money — would definitely return.

I stayed at Cinnamon Citadel Kandy, Sri Lanka for one night with my family (including a 1.5-year-old child), and unfortunately, this was one of the most disappointing hotel experiences I’ve had.

If you are searching for a 5-star hotel in Kandy, family-friendly hotel, or a place with good food and service, this property currently does not meet those expectations.

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❌ No Proper Welcome – Poor Check-in Experience

After arriving around 8:30 PM, there was no proper welcome, no warmth, and no hospitality experience. For a hotel marketed as premium, this is a serious gap.

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❌ Rooms Below Standard – Not Worth the Price

Room 275 was extremely basic and not up to 4-star or 5-star standards:

* No hand towels
* No slippers
* Very limited amenities
* Overall average room quality

If you’re booking a luxury hotel in Kandy, this is not the experience you expect.

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❌ Indian Restaurant “Chutney” – Misleading Menu & Poor Food Quality

We chose the in-house Indian restaurant expecting authentic Indian food in Sri Lanka.

However:

* No prior communication was given about any limitations in the kitchen
* The menu clearly mentions fresh whole wheat Indian breads, but we were served frozen, maida-based breads (clearly not fresh)
* This is a misrepresentation of menu vs actual food served

Food quality issues:

* Palak Paneer was extremely watery and poorly prepared
* Overall meal quality was below even basic standards

If you are specifically looking for Indian food in Kandy, I would strongly recommend exploring options outside the hotel.

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❌ Poor Complaint Handling – Focus on Discount Instead of Service

When we raised the issue, the chef acknowledged the concern. However, the situation worsened when the Duty Manager, Mr. Kasun, intervened.

Instead of resolving the issue professionally, he immediately offered a 20% discount on the bill, which felt like an attempt to cover up the issue rather than fix it.

Important point:
Guests do not visit hotels for discounts — they expect quality service, fresh food, and accountability.

This reflects:

* Weak guest handling standards
* Lack of accountability
* Poor service recovery approach

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❌ Hygiene Issue – Serious Concern for Families

We ordered milk for our baby, and it was served:

* Uncovered
* Without basic hygiene standards

For a family hotel in Sri Lanka, especially one catering to international guests, this is unacceptable.

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✅ Only Positive – Bar Experience

The bar staff were excellent — polite, attentive, and professional. This was the only part of the experience that matched expected hospitality standards.

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📌 Final Review – Should You Stay Here?

If you are considering Cinnamon Citadel Kandy for:

* Luxury stay
* Family vacation
* Good food experience
* Indian dining

You may want to reconsider.

This hotel currently has serious gaps in:

* Service quality
* Food authenticity
* Hygiene standards
* Guest experience management

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⭐ Final Rating: 2/5

With proper management attention and training, this property has potential — but in its current state, it does not meet the expectations of a premium hotel in Kandy.

It was great experience at cinnamon Citadel Kandy , good food and excellent service by the all staff.

Special Thanks to Mr Naleen, Nissanka , Sriyantha and Chinthaka 😀😀🤩