HIDE ELLA Hotel & Resort

Breakfast buffet could have been better

We chose HIDE Ella for our honeymoon based on its reputation for high standards, but unfortunately, our experience did not meet those expectations. While your staff members were consistently friendly and welcoming, the overall quality of the facilities and service fell short of a premium hotel experience.
Specifically, the room felt quite basic for the price point. More importantly, we dealt with broken lighting and a shower that overflowed almost immediately, which was both inconvenient and a safety concern. On one occasion, the breakfast buffet was cold, which was disappointing for a high-end establishment. The pool area was consistently untidy and appeared neglected. We also noticed a lack of staff presence in this area to assist guests or maintain the space.

We had hoped for a seamless and special stay to celebrate our marriage, but the poor standard of the property left us feeling very disappointed.

Le petit déjeuner est un peu limité.
Dommage qu’ils ne proposent pas un service de tuk tuk notamment à l’arrivée et au départ lorsqu’on a les bagages.
Il est vrai que l’hôtel reste cher pour les prestations proposées.
Petit manque d’insonorisation des chambres.

I enjoyed the view from our room and the cleanliness of the whole hotel. There is someone at the front desk 24/7 who was ready to help with whatever we need. The food and drinks were great, and the pool was incredible along with the hot-tub!

This hotel is an absolute scam - save your money and don't book here. Lots of other hotels in Ella that are worth your money. I have stayed in over 10 different hotels in different parts of Sri Lanka, this was by far the worst and the worst service. Rude staff. I never experienced this in the rest of Sri Lanka. The only thing you're paying for in this hotel is the view and that is it. It is also difficult to get to the hotel as it is on a large hill so be wary of that. We were actually the only guests and one other family staying at this hotel and they couldn't even manage to look after us! There were quite a few things wrong with our stay:

- The bedsheets had a visible and fresh bloodstain — a completely unhygienic and unacceptable condition. Housekeeping and hotel staff tried to blame us for this.

- There are signs placed all around the hotel saying this hotel releases its sewage into the nearby lake and this is causing villagers to have diseases. I absolutely believe this sign and if I had known about this before, I would never have booked this hotel.

- The shower floor and towels were dirty.

- All soap dispensers were mislabelled, causing confusion and incorrect use.

- Despite informing the hotel weeks in advance, no arrangements were made for our strict vegetarian dietary requirements on the first morning.

- There was visible dust on the bedside cabinets, despite my severe dust allergy and repeated reminders in advance.

- The Wi-Fi was not working, which added to the inconvenience.

Service throughout has been extremely slow, and the staff’s nonchalant, dismissive attitude when issues were raised only made matters worse. The hotel tried to compensate us by giving complimentary 1 dinner and 1 vegetarian breakfast.

I honestly would have left this hotel after the first night as I did not get any sleep at all and just felt so unsafe.

The bed wasn’t super comfortable and a bit hard.

במלון הזה מקבלים רק כרטיס אחד לחדר, בשום מקום שישנתי בו בעולם לא קיבלתי כרטיס אחד לחדר לשני אנשים.
קרה ובטעות איבדנו את הכרטיס, ולכן הם חייבו אותנו ב 3000 רופי, זה היה מעצבן ומאכזב מאוד.

בנוסף בארוחת בוקר מגיע קפה בסיסי בלבד , ואם רוצים למשל הפוך או קפוצינו אז צריך להוסיף כסף - זה מוזר וחריג כאשר מדובר במלון שנחשב יוקרתי.

There wasn't anything I didn't enjoy or like about this hotel.

I would not rate this a 4* hotel and it is totally overpriced. I really felt cheated by the price paid (c£300/night) is extortionate for the experience. The shower was blocked (but was fixed quickly once flagged), the shower leaked all over the bathroom, the rooms are very small, and the location is quite difficult if travelling with a baby or eldery people. The wifi is also poor. If this was a reasonably priced hotel, all the the above would be acceptable but at £300/night my expectations are much much higher - it was by far the most expensive place we stayed in the whole of Sri Lanka but sadly the experience overall was far better in other hotels.