The Eden Beruwala

We love Sri Lanka specially this hotel Eden.. thanks Lithara for your hospitality

Overall, our stay had some positive aspects, but unfortunately, several issues significantly affected our experience.

Many of the service staff were friendly, approachable, and genuinely tried to make us feel welcome. Their efforts were evident and appreciated. However, it was also clear that many employees would benefit from more comprehensive customer service and hospitality training, as several aspects of the service lacked professionalism and consistency.

One member of staff at the entrance, in particular, displayed an unwelcoming attitude that did not create a good first impression.

On one occasion, a staff member wearing a chef’s hat and apron approached a member of our group and asked a question that we felt was inappropriate given the professional relationship between hotel staff and guests.

We were also disappointed by the conduct of one of the female managers. She appeared aloof and consistently avoided greeting, smiling at, or even acknowledging one particular guest in our group, while at the same time being noticeably warm, attentive, and courteous towards foreign guests. This difference in treatment was quite apparent and left us with an uncomfortable impression.

During one meal, we were asked to leave because lunch service had ended. While we understand that restaurants have operating hours, the situation could have been handled much more tactfully. Instead, the lights and air conditioning were switched off almost immediately while guests were still finishing their meal, making us feel rushed and unwelcome.

Unfortunately, there were also numerous operational issues throughout our stay. Two rooms had safety deposit boxes displaying a low-battery warning, which should have been addressed before guests checked in. Dessert spoons were consistently unavailable, and when they were available, they were of extremely poor quality—so thin and flimsy that they felt almost like paper. They were simply not of a standard we would expect to see or use in a hotel of this category.

At the Indian food station, there was nowhere to place the heavy serving lids while dishing out food, making self-service awkward and inconvenient. During lunch at Sippi Restaurant, there were no dinner plates available near the bread rolls. When we asked a waiter for a plate, he returned with a saucer, suggesting a lack of familiarity with basic restaurant service.

On another occasion, there appeared to be a miscalculation in the number of dishes required for our table. A plate had to be taken back to the kitchen, after which we could clearly hear a heated argument among the chefs from the dining area. Guests should never be exposed to disagreements between kitchen staff, as this detracts considerably from the dining experience.

Even the printed set menu contained several spelling mistakes. While this may seem minor in isolation, it contributed to an overall impression of a lack of attention to detail.

The quality of basic amenities was also disappointing. The toilet paper provided in the rooms was of very poor quality and, again, did not seem appropriate for a hotel presenting itself as a five-star property.

Cleanliness and maintenance were another major concern. The plates, particularly the saucers placed beneath soup and dessert bowls, were frequently dirty. The bathrooms in our rooms had a persistent unpleasant smell, were not cleaned to an acceptable standard, and the drainage was poor, causing water to accumulate. Similarly, the ladies’ washrooms near the main restaurant were unhygienic, had a strong odour, and appeared to be poorly maintained.

The food selection was another disappointment. Vegetarian options were very limited and lacked variety, making it difficult to enjoy the buffet over several days.

The beach directly in front of the hotel was also not well maintained and would have benefited from regular cleaning.

The pool area was another source of frustration. Certain foreign guests were allowed to play very loud music, which significantly disturbed other guests who were trying to enjoy a peaceful environment. We found it particularly disappointing that this was seemingly permitted without consideration for the comfort of other guests. A hotel should ensure that shared facilities remain enjoyable for everyone, regardless of where guests are from.

Finally, the Barcy Club was underwhelming. It appeared to function more as a venue for private children’s parties than as a dedicated kids’ club for hotel guests. There was very little for children to do—only a few rocking horses, a small slide and swing suitable mainly for toddlers, and a handful of tables and chairs. Families with older children are likely to find the facilities quite disappointing.

Ultimately, we are genuinely puzzled by the hotel’s five-star rating. A five-star property should have consistently high standards across cleanliness, maintenance, service, facilities, food, and attention to detail. While we understand that no hotel is perfect, the number and nature of the issues we encountered—from dirty crockery and poorly maintained bathrooms to inadequate basic amenities, inconsistent service, and poor guest management—do not, in our view, reflect the standards we would reasonably associate with a five-star hotel.

That said, we do want to acknowledge that many members of staff were genuinely kind, hardworking, and eager to provide good service. Their efforts should be recognised. However, enthusiasm alone cannot replace proper training, adequate supervision, and consistent operational standards.

The hotel certainly has potential, but significant improvements in staff training, cleanliness, maintenance, operational management, guest relations, dining standards, vegetarian options, children’s facilities, and the overall management of shared spaces are needed to bring the experience in line with what guests would expect from a five-star property.