Checked in here after a 24 hour Boat trip in the backwaters of Kerala. Staff was helpful, though slow with the check in, and from here, it went downhill fast. Rooms were spacious, but terribly worn down (see attached pictures from the bathroom), power stopped working in the the entire floor, internet were charged by the hour (though it did not work) and they forgot to book our taxi the next morning.
When asking about the internet, which was crucial for planning/booking our onward journey, they said that it was chargeable and that we could buy a password in the reception (even though it said on our booking that this was included). The manager said we could have two hours complimentary free WiFi which did not work in our rooms. We went down to the lobby to try it there, but still no luck. After a fair bit of arguing, they got us some passwords that worked, but even though we managed to connect to the WiFi, the internet was not working. We asked them once more to fix it, but they never managed.
As we could not wait any longer with our bookings, we went out looking for an internet cafe, and luckily found a small hotel on the other side of the road, who lent us their WiFi for free (we thanked them by having dinner in their restaurant, which was really good and cheap).
When coming back to "The Manor", the internet was still not working, but at least they should manage to book us a taxi the next morning at 6 am sharp.
When going down to check out early next morning about 5:50 (after a sleepless night with lots of noise and arguing from the hallway), we found the night manager sleeping on the couch in the Lobby. and of course no taxi was booked. He got on the phone, and the taxi arrived about a quarter past six, so we made our flight with time to spare. Of course, they did not apologize for either the missing taxi, or the faulty network. We actually felt they were blaming us for it.
Just to end with a disclaimer: Of the 40+ hotels I have reviewed on TripAdvisor in Europe and Asia, this is the first I give a "Terrible" rating. This is mostly because of the staff's total lack of interest to solve a problem. I have had bigger problems than shabby bathrooms, missing WiFi and a forgotten taxi before, but I expect to have some form of humbleness from the employees of the hotel when addressing a problem.
When going through the reviews on TA for this hotel, I see one reply from management (6 months after the original complaint 30/12-2012) where they say that they have "Shuffled the Top officials and deployed experienced professionals in all areas", and staff have received training. I think it's about time to reshuffle and revisit this training program.
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- Also Known As:
- The Woods Manor Hotel Kochi (Cochin)
- Woods Manor Ernakulam