Sheraton Colombo Hotel

Hugh selection of food at breakfast.

I stayed at Sheraton Colombo for almost a month during a business trip, which gave me a good opportunity to experience the hotel across different departments.There are, however, several areas that require urgent attention.

The Front Office service was consistently slow. On multiple occasions, only one counter was open despite a queue of waiting guests, and checking out could easily take more than 20 minutes. This significantly affected the guest experience.

The most concerning issue happened when my room key suddenly stopped working. After having the key reactivated at the Front Office, it still could not unlock my room. Since it was a working day and I needed to access my room urgently, I used the emergency phone on my floor to call for assistance. I was asked to return to the Front Office. The Front Office team understood the urgency and promptly arranged for a concierge associate to accompany me with master key. However, the master key also failed to open the door.

I was then informed that the Engineering team would come. After saying this, the associate left me waiting alone outside my room, even though I had already explained that I did not have my mobile phone with me. From a service recovery perspective, I believe the associate should have stayed with me until the issue was resolved or at least ensured there was a proper handover. Instead, I waited approximately 10–15 minutes before approaching the Front Office myself, where I observed the Front Office tried to call, check and then I was told Engineering had already arrived. When the Engineering team finally attended, they attempted to open the door using their equipment but were unsuccessful. Only after further inspection was it discovered that the door lock battery had completely failed. In total, I was unable to access my room for around 40 minutes.

What concerns me most is not simply the delay, but the process itself. How could the master key also become ineffective? Was there no contingency procedure when the master key failed? For an occupied long-stay room, I would have expected a manual override process, with my consent as the registered guest, rather than having to wait while different teams tried different solutions. I also question whether door lock batteries are inspected proactively, specifically for occupied long-stay rooms to prevent exactly this type of incident.

I share these observations from the perspective of someone who has worked extensively in internal control and audit within the hospitality industry. Incidents can happen, but the preparedness, contingency planning, communication, and service recovery during this situation fell well below what I would expect from a Marriott property.

Sri Lanka is a beautiful country, renowned for its genuine hospitality, and many associates at this hotel certainly demonstrated that. For example, the F&B team, especially the Lounge manger and associates were consistently warm, attentive, and professional throughout my stay. Their service truly reflected the level of hospitality I have come to expect from Marriott properties. Housekeeping also deserves recognition. After I shared some feedback during my stay, I noticed clear improvements, and I appreciate the team’s responsiveness.

I sincerely hope management will take this feedback seriously. It would be a shame if a few operational shortcomings overshadowed the excellent hospitality demonstrated by many of your associates. Thank you.

Everything

Znakomicie oceniam śniadania. Ogromy wybór. Bardzo dobra obsługa. Doba została przedłużona na nasze życzenie bez dodatkowych opłat.

The food, hospitality and overall experience was way beyond expectation. Good service given by Isuru and Theekshana

Imesh at Club Lounge at Sheraton Colombo has been nothing short of incredible. He has been exceptionally attentive to the needs of my six-year-old and me, ensuring that we had a comfortable and enjoyable experience during our two-night stay. Since I have a gluten allergy and limited options at the spread, Imesh went above and beyond by making a special trip downstairs to prepare me gluten-free hoppers. His warm and welcoming smile, coupled with his exceptional service, makes him a standout choice for anyone seeking top-notch hospitality at the Club Lounge.

One of the best you can find in Columbo - since 2010 I have been visiting to columbo almost every year . Stayed in lots of different hotels . Shereton columbo is the best I have stayed so far - you can stay in any five star hotel rooms will be beautiful but the best part of stay always comes with staff who care about you - on first day I went without booking and met one of the caring staff sundhini in reception she gave me all the information about hotel and she was very helpful - next day I met sandali from reception she is the best from all - she have gone beyond and above to give the best service that she & hotel can provide- I wish her more success & more opportunities / room service was quick & amazing / another best area is their beautiful spa & amazing staff their if you need any help in the spa find Ayu she will help you with spa booking and she will make sure you got the correct therapy- in the spa they have a well equipped gym meet Mr Srilanka (ravindhu ) RV he is the best assist you for you workout throughout you stay / Ayu I will never forgot you caring smile and sandali you are amazing

I had the honour of attending the Malaysian Food Festival – "Spice Trails of Malaysia 2026" at the Sheraton Colombo, and it was an exceptional culinary experience.
My sincere thanks to His Excellency Badli Hisham Adam for the kind invitation to this remarkable celebration of Malaysian cuisine and culture.
The collaboration between the High Commission of Malaysia and the Sheraton Colombo beautifully showcased authentic Malaysian flavours, rich traditions, and warm hospitality.
Every dish was thoughtfully prepared, offering a true taste of Malaysia, while the cultural performances created a wonderful atmosphere throughout the evening.
A special appreciation to the entire Sheraton team for their outstanding hospitality and impeccable service.
It was truly a memorable evening celebrating friendship, culture, and the universal language of food. Highly recommended to anyone who appreciates authentic international cuisine and exceptional hospitality.

Came here for high tea with my mom and had such a lovely experience. The atmosphere was relaxing and welcoming, and everything we had was enjoyable. A special mention to Shavin, who served us, he was really sweet, friendly, and made us feel comfortable throughout our visit. It made the whole experience even more enjoyable. Would definitely come back!

Amazing breakfast and comfortable bed.
The staff were very helpful

Rainy season in Colombo and you waiting for gap of sunshine at the pool with no other guests besides me.
I got a 2 hour gap of sunshine and peace and quiet. Thanks to Shaveen and Rumesh who made that afternoon with attentiveness and care.
Thank you boys

We had a delightful high tea experience at the Sheraton Colombo. The selection of food was excellent, with a great variety of both savory and sweet items, all beautifully presented and delicious.

A special thank you to Rasun, Chanuka, and Sethmi for their exceptional hospitality and attentive service throughout our visit. They were friendly, professional, and ensured that we had a comfortable and memorable experience.

Their warm welcome and dedication to customer service truly made our afternoon special. We highly recommend Sheraton Colombo for anyone looking to enjoy a relaxing and enjoyable high tea experience.

Thank you, and we look forward to visiting again! 😊

— Zimaz & Family

Beautiful interior and relaxing environment. Sheen was very helpful and he is very friendly, kind, humble and helpful. Highly recommend

We went for high tea for my dad's birthday. Chanuka, Rasun and Sethmi, treated us very well. Highly recommended

Great food and excellent service by Chamithu and Shaveen, go have lunch or a drink at the pool bar and talk to these guys

Stay was very comfortable and Rahman and Shafan was very friendly and professional staffs who always attends me with whatever requests I have and act fast to solve.

I travel a lot for work all over Asia. This is my second time back in Sri Lanka and the Marriott partnered properties never let me down. I’ve had a wonderful time at the Sheraton Colombo Hotel! The food is amazing and the staff is extremely kind and accommodating. My stay has been 2 weeks and they didn’t let me down once. Access to the lounge has been a huge plus. The pool is clean and crystal clear. And the service at the pool bar was exceptional! Shaveen was very kind and helpful. My room was spotless every day. The room service was punctual and great. The check in and out process was smooth and flawless. 10/10 would be back again and recommend to anyone interested in traveling to Colombo.