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Reviewed 4 February 2015

First a negative which irritated us for three days and causes me to rate this hotel poorly. Jetwing's reservation department which I assume is in Colombo contacted us before our scheduled stay at the Warwick Garden hotel. They claimed they had overbooked the five room hotel and acknowledged the problem was their fault completely. We had booked about ten months in advance and in fact paid the full cost of our stay at that time. We had written confirmation of our booking from Jetwing. Yet Jetwing for three days kept saying we could not stay at the Warwick hotel and they would get us a room at a much larger hotel in the area. We made it completely clear we did not want the much larger lower rated hotel and they needed to find another solution to their problem. Only after our Sri Lankan travel firm said they would later take this to the head of Jetwing was a room - in fact the master suite - made available for us. I have read of similar last minute cancelations by Jetwing for this hotel so this does not appear to be an isolated incident. To be clear the problem lies with Jetwing's reservation office which obviously treats guests poorly to make the last rupee somehow.

The hotel has charm and the very small staff were friendly. Our dinner was satisfactory but not memorable. With so few rooms and staff one might not expect better. The master suite to which we were finally upgraded without additional charge is very nice. Two other rooms we saw were small and not particularly upscale at all.

Room Tip: Master suite is very nice but two of the other rooms we saw were questionable.
  • Stayed: January 2015, travelled as a couple
    • Value
    • Rooms
    • Service
1  Thank Stan B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jetwing H, General Manager at Jetwing Warwick Gardens, responded to this reviewResponded 4 March 2015

Dear Guest,

Thank you for choosing to stay at Jetwing Warwick Gardens during your recent visit to Nuwara Eliya and for taking the time to share such detailed and valuable feedback on TripAdvisor.

First of all, please accept our sincerest apologies for the inconvenience you experienced with Jetwing reservations. We are surprised by your experience and rest assured our management team is following it up to prevent any similar situations from recurring.

We are very much delighted and appreciative to read your comments regarding the staff. We are very happy that we exceeded you expectations, it will be my pleasure to relay your positive feedback to all the teams concerned. We also appreciate the constructive feedback with regards to some of the service elements you encountered, and can reassure you that they will be addressed.

Thanking you once again for such a lovely review, we look forward to your return visit in the future.

Sincerely,

Upul Leukebandara
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 February 2015

We had a long drive from Habanara and the cultural triangle Direction mainly south [don't miss Dambulla Caves] through to Kandy. Unhelpfully the rail company cancelled our lunchtime train so our driver/guide drove on, stopping briefly at viewpoint overlooking Kandy,then on to Nuwara Eliya via Mackwood Tea estate [choc cake OK] and Grand Hotel [afternoon tea with cakestand - very retro! Service rather retro too but it's a beautiful building].
The approach in the mist to Warwick down a stony single-track road is mildly adventurous but on arrival, the restored planter's house is a positive delight.
In their notes, tour organiser Audley kept our expectations of cuisine fairly low, but we thought it was very good, good flavours and moderate use of chilli. Dining with fellow guests [up to 10] was great fun and we loved the bedroom. Excellent breakfast. In retrospect, I wish we had stayed one more night so as to explore the highlands instead of pressing on to Yala national park. The staff were absolutely charming and we felt like real aristos, which I think is the idea!

Room Tip: We had the room upstairs on left behind the curtain known as the White Room. Delightful, peaceful, nice bathroom
  • Stayed: January 2015, travelled as a couple
    • Value
    • Cleanliness
    • Service
Thank witsendUk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jetwing H, General Manager at Jetwing Warwick Gardens, responded to this reviewResponded 4 March 2015

Dear Guest,

Thank you for choosing to stay at Jetwing Warwick Gardens during your recent visit to Nuwara Eliya and for taking the time to share your wonderful comment on Trip Advisor. Our team pride themselves on going above and beyond to provide an exceptional quality of food and service to all our guests and we are very pleased to have achieved that with you.

We are glad that you were able to enjoy your stay with us and we hope to welcome you back soon.

Sincerely,

Upul Leukebandara
General Manager

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Reviewed 24 January 2015

Honestly our stay at Warwick Gardens couldnt have been better. Everything was just amazing, the grounds, room, staff, and food we all 5 star it is the type of place we will remember for years to come. The Beds were so comfortable and the effort the manager went to providing furniture and decorating was just out of this world. It was also really enjoyable meeting other couples there (as theres no kids allowed) and eating around the wonderful dining table. Probably our favourite thing thought was relaxing, exploring on the immaculate grounds in the afternoon sun and enjoying a wine on the super comfortable outdoor couches! A special mention must be made for the chefs and their delicious cooking, the Sri Lankan curries were amazing and breakfast was to die for. They make a lot of their own products (breads, jams, coffee and obviously tea) using home grown produce and also support the surrounding farm and their families which makes it that much more special. A little warning about the road it is pretty daunting however if you organise with the butler (who was very helpful) we hear other couples getting a tuk tuk up the driveway to their driver. All in all a fabulous stay - thankyou again Warwick Gardens you will be sorely missed! Darcy & CJ.

Room Tip: All rooms are amazing!
  • Stayed: January 2015, travelled as a couple
    • Location
    • Cleanliness
    • Service
1  Thank pin3appl3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jetwing H, General Manager at Jetwing Warwick Gardens, responded to this reviewResponded 4 March 2015

Dear Guest,

We are pleased to read your wonderful review of our property.

Not only were we able to impress you with the grounds, room, food and the staff, but your stay is a true testament to our commitment to exceptional service that you would rate our team members as out of the world! Our aim is to provide a personalized experience for each and every one of our guests and we are happy to know that we succeeded.

Should your travels bring you back to Nuwara Eliya, we would consider it an honor to welcome you back to our colonial gem in the hills. Thank you for your recognition and support, as it truly means a lot to our team.

Sincerely,

Upul Leukebandara
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 January 2015 via mobile

If you want to get off the beaten tracking the beautiful tea country yet still experience luxury this is the place to stay for two nights. The road in is diabolical but a fitting reward awaits. Make sure you walk across the vallley through the tea pickers and into the village below before lunch. The property is exquisite the service first class and the food excellent. Ask the chef to show you how he cooks your favourite dish with ingredients from the extensive gardens and he will do so with great pride. Dinner at the beautiful table with other guests was a treat. Our favourite Sri Lankan destination

  • Stayed: December 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
1  Thank Peter C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jetwing H, General Manager at Jetwing Warwick Gardens, responded to this reviewResponded 27 January 2015

Dear Guest,

Thank you so much for your kind remarks regarding our property and our team.

We are thrilled to have exceeded your expectations. Our team pride themselves on going above and beyond to provide an exceptional quality of service and food to all our guests and we are very happy to have achieved that with you.

We sincerely appreciate your feedback as to what each and every guest can expect and experience from Jetwing Warwick Gardens, and we hope for the opportunity to welcome you back to the hotel in the near future.

Sincerely,

Upul Leukebandara
General Manager

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Reviewed 2 January 2015 via mobile

It's difficult to review a place that is so perfect. Warwick Gardens is the ultimate get away from it all destination. A restored colonial house with fantastic views down the valley and beyond. Beautiful gardens and in a small tea plantation. We had the master bedroom with the same views. A large room with all the comforts especially the bed. The walks are best taken at a leisurely pace and all the local people will smile and say hello. The staff here are incredible. Always ready to help and make sure all is ok. They really do know how to make the stay special. We were there for two nights including new years eve and there were 8 guests. We all had a superb time. The food here is also exceptional. Please go here and sample the hospitality and remoteness. And don't worry about the access road it all adds to the excitement of staying here. This area of Sri Lanka is stunning don't miss it.

Stayed: December 2014, travelled as a couple
Thank FatGingerNeville
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jetwing H, General Manager at Jetwing Warwick Gardens, responded to this reviewResponded 27 January 2015

Dear Guest,

We are pleased to read your wonderful review of our property.

Not only were we able to impress you with our colonial house, but your stay is a true evidence to our commitment to exceptional service that you would rate our team members as incredible. Our aim is to provide a personalized experience for each and every one of our guests and we are happy to know that we succeeded.

Should your travels bring you back to Nuwara - Eliya, we would consider it an honour to welcome you back to our colonial gem in the hills. Thank you for your recognition and support, as it truly means a lot to our team.

Sincerely,

Upul Leukebandara
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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