Thema Collection — Hotel in Colombo

Reposting my Comment again since Theme Resorts & Spas had no backbone to accept their fault and apologize and instead removed my comment and blocked me on my other profile. The last time these people came up with an offer like this,was after the Easter Attacks,when tourist arrivals spiraled and we booked our stay for 5800 Rs per person at Aliya. Right at the outset, I got so many calls from the front office and tried to promote their log cabins, claiming they were better in quality than the Deluxe rooms we originally booked.After a few calls, I sternly told them that I will not change our rooms blindly,and will need to have a look at those log cabins which were supposed to be superior in quality than the Deluxe rooms.Luckily,this was the best decision I made as the log cabins were situated in an isolated area near the Entrance gate,away from the Restaurant,the Pool and the scenic view of Pidurangala and Sigiriya which is the only selling point for Aliya Resort.Even though their check in time is supposed to be 2 pm,we were given the room only at 3.30 pm,while we waited in the lobby area with little kids since 2.15 pm.A guy from the concierge just gave us our 3 keys, and asked us to proceed to our rooms,with no one to guide us or didn't even give us directions.We were wondering around the whole property for half an hour and we met a young lady from the front office escorting some foreigners to their rooms, who casually pointed us to the direction of our rooms when we inquired about the location,with no real attempt to help us.It was past 4 pm when we found our rooms and settled in...it took about another half an hour for our luggage to reach us...So we lost a good 2 1/2 hours of our stay due to Aliya front office staffs in competencies and complacency.Our stay was ok from then onward till the next morning when the front office kept calling us from 9.30 am and asked us to clear our rooms,despite the fact that the rooms were given 2 hours later because of their own fault.So we ultimately packed up and proceeded to the lobby to hand over the keys when a guy from the concierge rudely started yapping that we are late and there are people coming in who need the rooms at 2pm and bla bla bla...Wonder why the same attitude wasn't blurted at the previous guest as well and hand over the rooms at 2pm to us.The attitude of the front office staff was as such that all who took up on those offers from Aliya were beggars and we were privileged to book rooms with them only because of the low offers advertised by them out of their generosity.As a person who had made a couple of bookings for 30,000/night at Aliya, when times were good for them,I was very offended at their demeaning attitude towards paying customers,who flocked into safe their jobs and finances due to low arrivals after the devastating attacks.Being a medical officer,my dad being a senior Dental surgeon,sister being a lawyer and my wife an Engineers, we were offended and humiliated by the front office staff and determined never to book through any offers from Theme Resorts & Spas.If there's anyone else who want to brave the attitude of the front office staff and Still make a booking,avoid the log cabins at all costs.Furthermore,what the management should have done after I made my original post was to contact the property and take remedial action against the front office staff instead of blocking me from their page and removing the comment.This action alone is enough to state the obvious that the management is not at all bothered to accept their faults and atleast apologise.So in retaliation against deleting my original post,I wiill post this review on their tripadvisor and FB pages as well so this can't be...

Really disappointed by our experience st this hotel, especially if you are a tourist despite the reviews I'd like to advice to take precaution as the staff is under trained and you visit sri lanka to enjoy and relax but if you visit hotels with staff that is underpriced or incompetent with a management who doesn't focus on the wellbeing of their customers you're highly likely to be disappointed as this is one of the only hotels you pay for the facilities and experience power outages for over half an hour, and whilst you stay in the room in the dark you'll despise visiting the hotels owned by this chain. A personal experience I endured, was getting second degree burn by their chefs who were boiling hot oil in front of me and my son who were splashed with oil, and to compensate their offer tissues for your burn. Only later did they send an ayuverdic doctor to apply aloe and oil. The owner while enjoying himself at a party didn't want to talk or take any responsibility for the incidents.my kind advice would be to stick to well known hotel chains, you'll notice the difference of hotels with staff that doesn't know what they are doing and staff that is trained to give you a highly commendable experience worth your visit. Hence, I'd advice to not fall prey and be faced with an incident that will disappoint your vacation, rather choose a well managed hotel of higher ranking and staff. The other hotels in sigiriya may have experienced the power outages too but they wouldn't leave their guests in the dark to figure it out on their own, but rather have the backup generator working...

Very disappointing experience.

I encountered a payment issue while trying to make an online reservation and followed all the steps I was advised to — including multiple phone calls and sending a follow-up email with proof of payment.

Despite being told I’d receive a response within 24 hours, I’ve now followed up four times with no resolution and poor communication throughout. Each time I called, I was promised someone would get back to me — but no one ever did.

Extremely frustrating and not at all what I would expect in terms of customer service. I hope others have a smoother experience, but unfortunately, this was unacceptable and...