"Facilities: A great hotel in Colombo. Hygiene: Clean and well-maintained with complete facilities. Environment: The breakfast was incredibly rich and delicious, and the restaurant staff were friendly and professional. However, check-in was incredibly slow. The green apple sparkling water at the lobby cafe was so good I had it every day! The bar staff were also super great and lovely."

"This was the worst Shangri-La hotel we've ever stayed at, and without a doubt, the worst service we've experienced at any five-star hotel! To the General Manager and Management Team of Shangri-La Hotel, Colombo: I am writing to formally express my extreme disappointment and outrage regarding our stay at your hotel from February 13th to 15th, 2026. As a loyal Shangri-La Circle member who travels frequently worldwide, I have never encountered such a serious string of service failures at any five-star hotel globally. During our stay, our family occupied executive floor rooms 3009 and 2908. Below are the unacceptable incidents we experienced: 1. **Persistent External Noise Disturbance (February 13th and 14th)** After checking in at 10:00 PM on February 13th, we were immediately disturbed by loud music and vibrations coming from an outdoor venue. Although the operator assured us the music would end by midnight, this was not the case. At 12:30 AM, when we requested a room change, we were told the hotel was fully booked. My husband had to personally go down to the lobby to negotiate, but the issue remained unresolved, and the music continued until 2:00 AM. The next morning, the front desk promised to resolve the problem, but on the evening of February 14th, the music was even louder. After a tiring journey and a sleepless first night, we had to call again at midnight to request a room change. 2. **Serious Security and Privacy Breach (Early Morning, February 15th)** We were finally moved to room 2418 at 12:30 AM on February 15th. However, at approximately 4:00 AM, a staff member directly entered our room using a key card and re-inserted a card to turn on all the lights. This sudden intrusion was terrifying. When my husband confronted him, he claimed he had “delivered sugar to the wrong room.” This was a severe violation of guest privacy and security. Even if a guest requests an item, staff should never enter a room without permission, especially in the middle of the night. This incident left us unable to sleep again. My husband barely slept for two consecutive nights, and I only managed three hours, which severely impacted our subsequent travel plans and well-being. 3. **Lack of Professionalism and Accountability** Most disappointingly, when I raised these issues with the front desk, I received no explanation, not even an apology. The front desk manager came over, handed me a business card, and asked us to email him so he could send us the investigation results. We waited over ten days and received no response. Is this truly the "Heartfelt Hospitality" that Shangri-La claims to uphold? As a member, I expect comfort and security, but what we experienced was a complete breakdown of basic hospitality standards."

"This hotel is second to none in regard to friendly, welcoming staff & cleanliness. The hotel provides an amazing buffet breakfast. Comfy beds & large rooms."

"Very lovely stay at cinnamon red. Check in: I arrived pretty early - luggage storage and early check in once rooms were available no problem. Very friendly. Room: very clean and nice, great view Room service: extremely friendly, even asked me on the floor if everything was fine. Location: perfect. Walking distance to all sights (if you are used to a bit of walking) Gym: amazing. Super well equipped Pool and bar: great view from the rooftop. Nice staff Will choose this hotel again for my stay before flying out"

"It was very good with great facilities. Nice views were everywhere."

"The room facilities are relatively new, and the breakfast selection leans towards Indian cuisine. The hotel's location is excellent, but the water in the pond in front of the hotel is quite murky and green. There's a casino on the second floor of the hotel, mostly frequented by Chinese guests."

"The room was spacious and clean. The service was excellent, and the breakfast offered a great variety. Overall, it was a very satisfying stay. The food at Prego on the 26th floor was also delicious."

"The host was very helpful and shared their knowledge of Colombo with us. The apartment was well-equipped, had all the kitchen utensils, and a good washing machine. The two bedrooms had comfortable beds and a small balcony with a view of the harbor entrance. We could reach Galle Face in 12 minutes by tuk-tuk. We'd love to come back! 👍"

"The oldest Western colonial hotel in the Far East. The creaking wooden floors add to its charm. It's called Galle Face because it faces Galle, which is a rather straightforward name."