We loved Ronaka hotel’s wonderful hospitality. The rooms were exceptionally clean and the bed was so comfortable. This Airport Transit Hotel is the right choice for visitors who are searching for a combination of charm, peace and quiet, and a convenient position from which to explore Colombo expressway.
AVOID THIS DISGUSTING HOTEL AT ALL COSTS.. UNHYGIENIC ROOMS, DIRTY BED LINEN, TERRIBLE SMELL IN THE ROOM. AIRPORT TRANSFER INCLUDED IN PRICE BUT DOES NOT ARRIVE AND NO REFUND OFFERED OR GIVEN......THE WORST IS THE TERRIBLE SERVICE, TOTAL LACK OF EMPATHY AND REMORSE! We booked this hotel as it was close to the airport and we were arriving in the early hours of the morning and we just needed somewhere to pick us up from the airport and to sleep for the night. We have x2 young children and having travelled for 7 hours, we wanted our arrival to be as smooth as possible. We booked a ‘deluxe double room’ with an airport transfer included. This was added to the room total price. The hotel emailed me a welcome message stating the additional cost for us if we required a transfer. Now considering we had paid for a transfer in advance, I found this quite odd. So I emailed the hotel stating that a transfer was included in the price and that we would like a pick up from the airport. I stated the time and the flight number so that they could collect us. We arrived at the airport and no-one was there to collect us. I called the hotel and communicating with the gentleman in reception was a stressful ordeal in itself! I told him that I had a room booked via booking.com and gave him my details... there was silence. I was calling from my English mobile, so non-cooperation or ignorance was costing me a lot. I repeated myself several times and he said he could not find my booking. I then got very irritated reiterating the information I had given, to which he then said he had found the booking. I then asked why the transfer was not there to collect us to which he replied ‘this was not included in the room price’. I explained how the transfer was included in my price and I had confirmation of this with my booking.com booking, to which he didn’t reply. I realised this was a futile situation. I asked whether they were going to collect us now that they were aware we were at the Airport, to which he replied not. So I said we would make our own way to the hotel and speak to him on arrival. I was actually quite annoyed by this point. No customer service skills, no empathy no two way interaction as a conversation! Atrocious! So we had to organise a taxi to take us to the hotel and paid for this as we had no other option. On arrival to the hotel we were greeted by the blank faced individual sitting at reception. I showed him my room booking including the transfer and he just shrugged saying ‘we didn’t know you wanted a transfer!’... now my issue with this is, why would I book a room which was more expensive, which included the transfer, if I didn’t want it!!!!!??? Does not make sense. I showed him the email which I sent showing our flight details etc and confirming that we required a pick up and he just shrugged saying ‘we didn’t receive it!’ I then asked him why he had said that a transfer was not included in our room rate when the booking clearly shows that it is. I showed him my booking on booking .com again and he shrugged again insinuating that he was not bothered about the situation. By this time I was frustrated and furious.. it was 3am and we didn’t not have time or the energy to go around and around in circles explaining ourselves to someone who quite frankly had no customer service skills and was not bothered at all. Our kids were falling asleep too so we had few options. I clearly said that I was going to make a complaint to management in the morning and again he shrugged. I asked for his name to include on my complaint and he refused to give it to me. Again, I found this very odd. We then asked to see our ‘deluxe room’. The room we were shown smelt terrible a mix of damp and dirt.. there was one double bed (we booked and paid for x4 people and booking stated that there would be a double bed and x1 single bed). We went back to reception and said that this was ‘not the deluxe room we had booked’ and also that it was dirty and stunk. He then got another key and we were shown to a different room. Now this room still had a musky odour, however was more acceptable and had a double bed and single bed which we had booked. The bed linen stunk so we took it off and used our own scarves and blankets. This was not a ‘deluxe room’ by anyone’s standards.. we only stayed at the hotel as our children had fallen asleep by this stage. On arrival there was no water in our rooms, no offer of where to purchase it if necessary either. Sri Lanka is a very hot country and water is a basic requirement. We had kids with us too so this alone is appalling! The hotel has no toiletries and it also has no tea and coffee making facilities either. The description under the hotel facilities states that ‘tea and coffee making facilities are available in the room’ which is completely misleading. CORRECT THIS INFORMATION ON BOOKING.COM AND OTHER WEBSITES AS IT IS ‘MISREPRESENTATION!!!!’ The hotel is on a main road and there is constant beeping of car horns and noise from outside. If you want a restful nights sleep, this is definitely not for you! In the morning we headed to reception and I asked to speak to management about our issues. The manager came to speak to us. I was extremely diplomatic and calm in the way that I approached him. He immediately became very defensive when I stated that we had paid for a transfer, which we did not get and this was unfair on us. Paying for a service which we did not receive is unacceptable and a refund for this part of our booking should have been offered. This was not, so I asked calmly to be refunded for this. The manager said no. I showed him my email to booking.com and he shrugged. I stated that I would write about my experience on trip advisor to warm customers about booking transfers with the hotel and paying for it and when it does not show up, no apology, no refunds just shrugging shoulders and saying ‘write whatever you want!’.. I notice previous people have written about their complaints with the hotel, to which the manager has replied that they were threatening and asked for a refund. I can guarantee these individuals were prob like me, mislead, paid for a service they didn’t receive, met with terrible unapologetic customer service and very frustrated. Now, I run my own business and I would never dream of treating customers in this manner and deliberately misleading them. I would also never shrug my shoulders and have such a flippant attitude about the situation. No doubt this manager will say that I ‘threatened’ him too, which is incorrect. Simply requesting a refund for services not received is not a threat! This manager is extremely unprofessional in his approach and lacks all customer service skills necessary in running a business. A non-sensical response and waffle with no resolution is not the light approach to take. The whole experience has left a very sour taste in my mouth! If you are thinking to book with this hotel, I would sincerely recommend that you DO NOT, or if you do, expect to be treated in the same manner that we were! Also the rooms are dirty and unhygienic. I will be lodging a formal complaint with booking.com about the above!…
Having read previous reviews our expectations weren't high. However, we had a very comfortable 7 hours. Large room, bed was comfortable, good wifi and aircon, and it was great to have a shower before going to the airport. Negatives, tv didn't work, room was tired, and area very busy so not suitable for walking. Staff were very helpful and our room included free drop off to airport. For the money, we thought it was great, couldn't imagine sitting at airport for that time.
Stayed here for a few hours before catching early flight. The rooms are basic. Beds are poor and unclean. Had to get them to change sheets twice before I could use the bed. Very poor standard. Service was ok for a small place
Very basic hotel. Ut room size is pretty good and staff polite. Its proximity to the airport is its highest value point. In this area this is the best of the lot. Ideal if you are arriving late at night and would like to crash somewhere near the airport.