Pandanus Beach Resort & Spa

I am the owner of Srilankan Spring Tours and I regularly bring foreign tourists to many hotels around Sri Lanka. Unfortunately, today I had a very unpleasant experience at Pandanus Beach Hotel. This afternoon I brought my guests to the hotel. Later in the evening they invited me to join them for dinner. When I arrived at the reception around 8:05 PM, a staff member questioned me in a very uncomfortable way and told me that I was not allowed to go inside the hotel and that I should contact my guests from outside. A few minutes later my guests came to the reception and personally invited me to join them for dinner, but another staff member again stopped me and said I was not allowed to go inside with them. This was extremely embarrassing for me in front of my clients. As a Sri Lankan tour operator who works hard to bring tourists to this country, I felt very disappointed by the way I was treated. Hospitality should be equal for everyone. Whether someone is a local guide or a foreign guest, basic respect should always be given. Sri Lanka is known for its hospitality, but unfortunately this experience did not reflect that at all. I sincerely hope the management will review the CCTV cameras around 8:05 PM and properly investigate this incident. I also hope necessary steps will be taken to ensure that tour guides and local professionals who bring tourists to hotels are treated with the respect they deserve.

Difficult review to write as this was our third visit to this hotel having been for 3 weeks in 2024, 4 weeks in 2025 and 4 weeks from February 12th 2026 so obviously we really liked the hotel. As always the vast majority of the staff are absolutely brilliant, lovely to see so many familiar faces every year upon our return often welcomed with large smiles and hugs. This year however there was a noticeable decline from previous years and this is not down to the conflict in middle east which is clearly our of the control of all Sri Lankans, no there was far less choice available from our first day and some of the managers were a bit heavy on the selling of meal packages on the beach. We actually had valentine's dinner on the beach which despite being costly was a lovely evening, we didn't bother for the rest of our stay though they do seem to do one beach meal every week. There was no Coke, Coke Zero, Fanta or Miranda available unlike other years (we were told there was none on the island due to manufacturing issues though we managed to locate some ourselves within 3 days of being in Sri Lanka). We had welcome returning guest evening with the manager and a few other guests where we were awarded loyalty cards (not available to utilise on that current trip apparently) where we mentioned that we had found a supplier for drinks previously mentioned but he wasn't interested and they never materialised in remaining 25 days. We were all inclusive but sourcing our drinks from outside the hotel , breakfast is a meal we often missed through personal choice though generally a fair selection for most tastes and always fresh omelette available. I will say in restaurant the turn over of tables once guests had finished was slow and at times it was tricky to find a table set up with cutlery etc.. again not the same as previous years. Our room, 404 was as always stunning and Wijiseri always made an effort with flowers and towel art which was greatly appreciated. The staff at the bars and around the pool, entertainment were fantastic and probably better then past years in truth. We travelled with Mercury Holidays and in truth would advise against for all, the rep being interested in nothing but selling you trips which became evident with the incidents in middle east where guests were abandoned by him and his company. Now, the biggest issue for me was the staff at the Spa. We booked 75 minute treatment in first week which was fantastic and worth every penny, so we booked a 60 minute massage for the following week. We returned at the time booked to be told they had no record of it and would we come back so naturally we agreed. When we returned it wasn't the same pair as previous week (1 lady had changed) and we had the massage. The newer lady then preceded to leave my wife covered in bruises and in pain for days after with the treatment she gave (mine was great). After a few days with my wife being in pain and having spoken with another guest who actually had to go to a different massage down the beach to repair injury caused by this same lady I decided to go to the spa and speak with them. They honestly couldn't care less, was actually speaking to the lady that injured my wife who shrugged her shoulders. I mentioned to reception staff that I wanted to cancel the booking made immediately after the message as my wife had been injured and I wasn't sure the girl in the spa actually understood and again the hotel simply didn't care. Not one asked for her wellbeing both then and in the next few days. The only time we received an apology was when I said I would mention this in my TripAdvisor review, this led to a reception staff and the girl from the spa (not the one who caused the injuries( coming to the beach and making a scene at our sunbed where they offered apologies 10 days later. This led to such a bad taste in my mouth with regards to returning hotel guests or indeed any guest that we actually checked out of hotel 3 days early and found a villa to stay. Pains me to say we won't be back at Pandanus Beach Resort if we return to Sri Lanka next year, never thought I'd be saying that. However I would never say to anyone else not to go, just offer my opinion and experience which is what makes Trip Advisor such a worthy medium. Thanks for the memories of previous years Pandanus, we will try and remember those rather then our last visit

Wow, what an amazing hotel, we had room 502, the views were incredible and the nicest room I’ve ever stayed in. Beds/pillows super comfy, great jacuzzi bath which you could open doors so could watch waves of the ocean whilst relaxing. Staff were all lovely, super friendly, polite, helpful and couldn’t do enough for you. We got moved to 5 Star Rui due to the issues in Dubai and in my opinion it was not a patch on the Pandanus, don’t understand negative reviews, breakfast was plentiful with loads of choice for a smaller hotel, plenty of sun loungers which pool boys happily sort and set up in preferred locations. Had an asian massage in the spa £30 for a full body 60 mins amazing massage. So pleased we found this hotel and if ever we return to Sri Lanka would def stay there again.

My mother and I visited the Pandanus from the 14th February and was due to only stay for two weeks, but due to Middle East war breaking out on the day we were due to leave (28th Feb) we remained for a further 7 amazing days before Tui moved us to another hotel, which despite being the number 1 on the island does not live up to the Pandanus. When we arrived we were welcomed with smiling faces and the most amazing view out to the ocean. We were shown to our room, which was equally as stunning with amazing ocean views and a private balcony. We were initially bed and breakfast and found plenty to choose from each morning, the freshly cooked omelettes were very tasty. Through the use of Trip Advisor we found excellent resturants in the surrounding areas and used the same toktok driver each time, who we met outside the Pandanus when we first arrived. However once our initially fight was cancelled due to the war, we became half-board and enjoyed several delicious meals in the resturant. We also enjoyed the use of the spa and had several massages which were some of the best we have had. I had a sir shoulder when I first arrived and the ladies in the spa soon fixed that for me. We have to say despite the stunning beach front setting, beautiful serene pool, excellent room and food the staff at Pandanus are what make this hotel worthy more than their 4* rating. Everyday we were greeted with a smile, when our flight was cancelled and we had no idea when we might return home the staff looked after us. They were kind, caring, positive and reassuring when we felt forgotten. They felt like friends and family. Every member of staff were amazing from the reception staff, who made us laugh every day, the bar staff who made a good pina colada, the restaurant staff who were attentive and ensured every need was met especially Mulanee, the pool staff were fantastic, thank you Kamal, who made sure we were okay everyday and recognised when we were having a down day because we didn't know when we were going home, the security staff who were friendly and reassuring and the room cleaners who would leave us lovely flowers everyday. We don't remember everyone's name but everyone we came into contact with at this hotel made us feel welcomed and cared for during a difficult time. We also used Indika on the beach for two trips, Ella and the village tour, both of which we would highly recommend. We were unfortunately moved by tui to another hotel along the coast, a 5* star all inclusive one. Yes it is lovely but it is not a patch on the Pandanus and we would return tomorrow and I will do with my family as soon as possible. Although I'm still stuck in Sri Lanka! Thank you for making our stay in Sri Lanka amazing and if you are thinking of going to this hotel, do it is beautiful both inside and out.

We had an amazing time here. When we walked in to our room, our faces lit up. The room was huge, but more than that, I've never seen a sea view like it on any other holiday. The swimming pool was one of the nicest I have ever seen or used, beach was lovely and breakfast was varied and nice. (We only had one evening meal at the hotel, but they cooked me a curry to order without me even asking as I was a vegetarian) What set the hotel apart from any other I have stayed at, in any other country, was the staff. All of the hotel staff without fail, were the warmest, most genuine and friendliest people I have ever met, and really made our holiday. Would come back in a heartbeat.