noi_sangwan
16 November 2025
I stayed at Surya Heritage twice during my trekking trip in Nepal. Unfortunately, both stays were affected by poor front-desk service. Check-in during my first stay was messy, and the reception team was not helpful—one staff member was even quite rude. The room itself was decent, and the restaurant service was good.
My second stay, after returning from the trek, was even more chaotic. Upon arrival, the receptionists insisted I had a double booking, despite my showing them my confirmed reservation on Trip.com. My room was not ready at 6:15 pm because the previous guest had checked out late, and I ended up waiting about 45 minutes before finally get to go to the room, but then staff forgot to give me the room key and insisted he had already given me. Then, the confusion continued: the reception team repeatedly called my room asking me to come back down to show my booking again. At one point I felt genuinely uncomfortable and contacted my local contact in Kathmandu for support.
Nepal’s tourism industry is growing quickly, and I understand the challenges that come with that. However, proper training is essential if hotels aim to meet international service standards. Reception is the guest’s first impression of a hotel, and unfortunately, the team at Surya Heritage delivered the worst front-desk experience I’ve encountered in all my travels.
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