Features such as the views, pleasant weather and the property of the Heritance Tea Factory have been commended by a majority of guests. Most reviews highlight that guests have appreciated the ambience of the restaurant and bar. However some preferred the a la carte menu to the buffet spread at the hotel. The interior décor of the hotel sees good feedback whilst the staff is mentioned as being extremely courteous and helpful. Activities such as tea tasting and tea plucking have been enjoyed by the guests. The distance from the hotel to the city of Nuwara Eliya has received negative comments with some residents of the view that the hotel was isolated.

Guest reviews of those who have stayed at Heritance Tea Factory revealed that activities such as the nature walks and tea plucking were the highlights of their holiday. Dining had received mixed reviews with some stating the food being good while the others had commented that the variety on offer, especially the buffet being unsatisfactory. Accommodation at the hotel has generated positive feedback with the in-room facilities and surroundings views spoken of frequently. The setting of the hotel has been mentioned more often than not as being an excellent choice for a vacation in Nuwara Eliya. The hotel’s staff is said to be quite accommodative and attentive in their service.

The previous patrons of Heritance Tea Factory have stated that the property owns a ‘’wonderful setting’’ and ‘’atmosphere’’ in a ‘’colonial tea factory’’ surrounded by ‘’hills of tea plantations’’. Guests also note that the ‘’atmosphere in the hotel’’ that is set ‘’amidst lush green tea estates really add up to a relaxing holiday!’’. Speaking about accommodation facilities at the hotel, guests say that the rooms were seen to be ‘’refurbished’’, ‘’quaint’’ and ‘’well appointed’’ with ‘’spectacular’’ views. Many visitors have mentioned the staff to be ‘’friendly’’, ‘’attentive and graceful’’ when providing service. One particular guest had commended the staff at the reception for being ‘’lovely-very friendly and sophisticated’’. Food at the hotel was described as ‘’delicious’’ with a ‘’good selection of very palatable food and drinks’’. However guests who had an ‘awesome experience’’ and a ‘’relaxing holiday among the misty hills of the Tea Factory’’ recommend it for ‘’couples’’ for a ‘’luxuries stay in hill country’’.