Had an extremely awful, utterly disappointing experience at Culture Resort. We made a reservation well in advance and the owner of the resort himself confirmed the reservation. We called the resort just two days prior to the reserved day as well to reconfirm if everything is in place so that we could visit and spend the weekend at the resort. To our utmost dissatisfaction, once we reached the resort on Saturday, they said that they have mistakenly reserved an incorrect day under my name. We showed the email communication with the owner himself where we had clearly mentioned the dates of our intended stay, to which the owner even sent an email reply confirming that the reservation was made as the dates were available. Later on, the owner, Prasad acknowledged that the fault is his and ensured that he will make arrangements to provide us with accommodation with "equal or better rooms" elsewhere, as the resort was fully occupied. We trusted his word and agreed to what he said as we had plans for the weekend which we didn't want to ruin. Sadly, little did we know that what the owner meant by "equal or better rooms" were rooms at the adjoining guest house named Aqua Bay where the air conditioner as well as the TV was not properly working, a very congested room without adequate space and a washroom with transparent doors intruding one's privacy! The staff at this guest house was extremely impolite and rude and thus, we didn't want to stay there in such an environment. And just like that, after spending around half hour there, we decided to go back home as our vacation moods were anyway destroyed thanks to the mishap of reservation dates done by Culture Resort. We booked the place to celebrate my birthday which fell on the weekend together with the family and we travelled all the way from Colombo to Matara expecting value for the time and money spent. We heard that the owner is a doctor, which took us by surprise given the nature of the mistake made by himself coupled with the unprofessionalism demonstrated by him throughout this scenario. Culture Resorts brags about its so-called "Southern culture inspired by kinship, hospitality with a mission statement as "To provide guests with memorable experiences of unique down South hospitality in a serene and tranquil ambience created the sea." Through our experience we understood that they either do not understand what these words, kinship and hospitality mean, or they have just stated these words for the sake of it since they clearly don't demonstrate the said values. Nevertheless, the phrase in their mission statement which states "to provide guests with memorable experiences" was indeed fulfilled as thanks to Prasad and his team at Culture Resort, my birthday was indeed a memorable, unforgettable one, due to the disappointment experienced.
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