Kassapa Lions Rock — Hotel in Sri Lanka

Our stay at this hotel was a deeply disappointing experience, and unfortunately, it turned what was meant to be a relaxing group holiday into a stressful and unpleasant ordeal. From the moment we arrived, it was evident that the staff lacked basic hospitality training. They were not only unprofessional and inattentive, but their attitude toward guests was shockingly rude and indifferent. Simple requests were either ignored or met with hostility, and there seemed to be no sense of responsibility or willingness to assist guests.

We had booked a 7-night stay as part of a group tour organized by a reputable private travel company. However, after just two nights of enduring poor service, lack of cleanliness, and a complete absence of hospitality, we made the difficult decision to cut our trip short and return home. This was not a decision we took lightly, but we felt we had no choice given the circumstances.

The hotel also lacked many of the basic amenities and comforts that any decent hotel should offer. The rooms were poorly maintained, the housekeeping was substandard, and the overall environment felt neglected. Most troubling of all was the staff’s complete disregard for guest satisfaction and comfort.

This experience has been extremely disappointing and frustrating for all of us in the group, and it completely derailed our holiday plans. I strongly advise against staying at this hotel—whether you are a local traveler or visiting from abroad.

There are far better options available around the Sigiriya/Dambulla area where guests are treated with respect and professionalism.

From the hotel's response to the review, viewers can understand the level of professionalism of the hotel management and their hostility toward guests. I am honest in my review, and if the hotel cannot understand its errors but blames the customer, what good can another...

One of the worst hotels I've ever been in.

First, the Colombo reservation office personnel is extremely unprofessional, behaving like a government office clan, with no phone etiquette whatsoever. If owners have access to phone recordings, please listen to how they treat visitors if they are not qualified to manage a hospitality business.

The reception staff was somewhat OK, but there was no politeness, we were not served a welcome drink, the bell boy was decent, the reception staff didn't have the decency to tell that our room was ready until we inquired again, they were simply attending to their own business. When we checked out, no one came to help us with our luggage, despite my numerous requests for assistance; eventually, we checked out ourselves, even though there was no bellboy support to help us load our luggage at reception. Even at reception no bell boy support to load the baggage to car.

In comparison to other departments, the restaurant personnel are well-mannered; the cuisine is subpar, but they do their best. Most of the food was unlabeled, and the utensils and dishes were filthy.

Housekeeping is the worst; there is no civility at all; I asked a few packets of tea goods (creamer, tea bags, etc....) and they took it extremely personally; similarly, when I requested towels, they took it very personally, alleging that two out of three kept for us were filthy.

Even the bed linens were not up to grade. The bathroom was the worst, with wet walls, stains in the toilet, a broken flush, a water stain in the sink, and a toiletry tray that looked like it was from another century. There is no dustbin in the room, and there is no soap tray in the shower, so you must go back to the sink while in the shower to get the soap. There is no cleanliness.

Not at all recommended, excellent location but no management to maintain the level...

We stayed 3 nights, it's very popular with large groups Breakfast - buffet with good choices of types of food Dinner - buffet with loads of choice for vegetarian and meat eaters. There's also an entire air conditioned room with salads and a vast array of desserts! Bar - small space next to the restaurant, with more outdoor seating. Room - each one is set in the gardens, so quiet and private. Spacious, with large racks for bags. Ceiling fan and air con. TV, kettle, water and fridge. Safe in the wardrobe but annoyingly it's a half height wardrobe so long dresses can't be hung straight. Sockets were near one side of the bed but not the other. Bathroom also large with decent counter space for toiletries. However there didn't seem to be an abundance of hot water in the shower; the sink tap was the opposite, seemingly set to boil mode. Shaving socket, but annoyingly placed a distance from the shelf. It felt a little tired all in all, like it had been a while since refurbishment. Our door lock was broken, so maintenance had to come and replace it. During the process, we were locked in the room and they had to climb in through the window! Pool - good size, with a view over the paddy fields towards Sigiriya rock. Chilly in the late afternoon. WiFi - patchy in the room, kept cutting out. But in the communal areas it seemed more reliable Service - excellent. Other - some shops we didn't go into (souvenirs & jewellery). Live music entertainment on Friday night - not to our taste, and very loud (so tricky to converse if hard...