Eraeliya Villas & Gardens in Weligama

We had a confirmed reservation at this hotel during our trip to Sri Lanka. While we were there, the country was struck by a historic cyclone that led the government to declare a state of emergency. Following the official recommendations from local and international authorities, we had no choice but to leave the country immediately for our safety. We contacted the hotel four days before our check-in date to explain the situation. Every other hotel we had booked refunded us in full without any problem, understanding that this was an extraordinary and unavoidable event. This hotel was the only one that refused to issue a refund. They justified their decision with “short notice” and “high season”, as if the situation had anything to do with normal circumstances. Their alternative proposal — to rebook within the next three months — was unrealistic and showed a complete lack of understanding of the context. No traveller would return to an area that has just suffered a major catastrophe. What disappointed me the most was the total lack of empathy and the rigid attitude shown during a crisis. In moments like this, you expect a minimum level of flexibility and human approach. Unfortunately, this hotel chose to ignore a real emergency and put business above guest safety. I cannot recommend this hotel and would advise other travellers to consider how they treat guests in difficult situations.

We booked this hotel for our trip to Sri Lanka. During our stay, the country was hit by the most severe cyclone and natural disaster in its recent history. The government declared a state of emergency and international authorities advised all travellers to leave the country immediately for safety reasons — which we did. For this reason, we were unable to use our reservation and informed the hotel four days in advance. All the other hotels we had booked refunded us in full without hesitation, showing understanding, professionalism and empathy in such an exceptional situation. This hotel, however, was the only one that refused, claiming “short notice” and “high season”, completely ignoring the seriousness of what had happened and the official recommendations. Their only proposed “solution” was to reschedule the stay within the next three months, which is completely unrealistic when authorities are advising travellers not to return to the affected areas after a catastrophe of this scale. We found their attitude very disappointing, unprofessional and far below the standard expected from a property of this level. They showed no empathy for travellers or responsibility in an extreme situation. We would not book here again and cannot recommend it to anyone.