Heritance Hotels & Resorts: No. 1 in customer excellence

Leading hospitality brand Heritance Hotels and Resorts, part the premier hospitality company Aitken Spence Hotels topped LMD’s list of Customer Excellence Survey in the category of Nationwide Hotels 2021, further reiterating its commitment to excellence in service.

The hotel brand, under which iconic hotels and resorts are listed – such as Heritance Kandalama in Dambulla, Heritance Tea Factory in Kandapola, Heritance Ayurveda in Beruwala, Heritance Negombo and Heritance Ahungalla in Sri Lanka, as well as Heritance Aarah in the Maldives – has been, over the year, recognized globally for their hospitality from the heart. 

As a Sri Lankan company with a global vision, the brand lives its tagline of ‘where tradition is alive’, taking the vibrant Sri Lankan locality to the world, among which is its renowned hospitality of the island nation and the brilliant smiles of service. 

Pioneers in inspiring experiential travel, the Heritance Hotels & Resorts brand has paved the way in taking Sri Lanka to the world through the hospitality sector; with special emphasis on curating products and services that are directly meant to continually provide guests with a superior and unforgettable experience.

The Customer Excellence Survey by LMD was conducted as an online survey to better understand the satisfaction levels of customers in the local context and to recognize the most popular service providers in Sri Lanka. The survey comes at an opportune time when customer expectations and priorities are changing with COVID-19 and related trends. The survey therefore is a nod to businesses that have evolved with the times to cater to changing demands while achieving excellence.

“We are elated by this recognition,” said Head of Tourism and Leisure, Aitken Spence Hotels Management Chairperson and Aitken Spence PLC Director Stasshani Jayawardena. “This further reaffirms that we are heading in the right direction; taking into account the changing patterns and trends of the world, while forging ahead with the customer excellence that we have come to be known for.” 

She further stated that despite the challenges of the recent past, the company has been fortunate to be backed by a strong and loyal workforce who are constantly looking to exceed expectations. “We are in the business of people. We cannot provide service excellence if not for our genuinely passionate teams in each of the hotels, who work tirelessly to ensure our guest expectations are surpassed in every way.” She also noted that the recognition also serves as an encouragement to continue the good work.

“We are proud to end the year on a high note with a recognition such as this,” Jayawardena reiterated. “With all the exceptional activities we have in store, we are only looking at surpassing our best to elevate customer excellence in the new year.” 

Heritance Hotels & Resorts presents guests with a heightened service offering along with superior safety protocols under its SpenceSafe guidelines in mitigating COVID-19.

Heritance Hotels and Resorts is the flagship brand of Aitken Spence Hotels, part of the Sri Lankan blue-chip conglomerate Aitken Spence PLC. Aitken Spence Hotels owns and operates 22 hotels and resorts across Sri Lanka, Maldives, Oman and India. 

The company’s owned hotels are reflected under the Heritance, Adaaran and Turyaa brands, popular around the world for its exceptional service and undisputed product and curated lifestyle experiences. The company’s Sri Lankan portfolio includes 11 resorts spread across the island of which five are Heritance properties, whilst the Maldives resorts totals to six (with one Heritance resort), four in Oman and one in India.