We had a booking at Raintree Lodge, for 2 rooms, on 2 separate occasions. The first booking was at the beginning of November, after a 27 hour train journey from Mumbai to Cochin. I had read glowing reviews of the place, so decided to pay a bit extra and treat ourselves after such a long journey. On arrival we were told we had to wait for the person on reception to speak with the manager, but no-one could explain why. When the manager arrived about 10 minutes later, he told us that our rooms were no longer available as the previous occupants were unable to check-out, as one of them had a problem with their legs!! What problem? And why is this now our problem affecting our booking, meaning we have to find somewhere else to stay? After some debate, confusion and furrowed brows, it was explained to us that we had been moved to 2 rooms at the Cochin Club, which we were assured was of the same quality and price. Up to this point we had received no apology from Raintree staff however, they were friendly and the Cochin Club did prove to be very nice, with lovely and helpful staff.
Our second booking, again for 2 rooms, was made whilst we were in Cochin, face to face with the Raintree manager. We were heading south for a week but returning to Cochin, so we had arranged to leave some of our belongings at Raintree, which was very helpful. I telephoned Raintree 4 days before our second arrival to ask if our rooms would be available a day earlier, which the manager told me they would be, so we booked the extra night.
Upon our second arrival, we were greeted by a very rude man on reception who told us to stay in the taxi and told us we would not be staying at Raintree Lodge, but would be staying in their 2 bedroom apartment called "Eternity" just down the road. He then promptly told the driver where to go. When we got to the apartment, we asked why we had again been moved from the accommodation we had originally booked. The rude man told us it was because there were families staying at Raintree and as we are 2 couples, it would be better if we stayed at Eternity.
Having said this was not an acceptable explanation, we asked to speak with the manager. He first let us into the apartment, treating us like school children, telling us we are not allowed to use our own padlock for the street-facing door, or that under no circumstances were we allowed to let anyone else in the apartment. I would like to point out at this point that our ages range from 34-49, therefore capable of making our own informed decisions!
The manger then arrived and we conveyed our unhappiness about the situation. Again, no apology. He then told us that one of the air-con units in the rooms at Raintree was not working, which is why we had been moved. A completely different story which was offered by the rude man. We told the manager that we would not be paying the same price for Eternity, as although the accommodation appeared ok at first look, it was certainly not of the same quality as Raintree or the Cochin Club. We were then offered a discount.
I have to say that Eternity is a perfectly nice apartment, and right next door to some wonderful little cafes, but it is not what we booked and were paying for.
After the manager had left we went to look at our rooms. The first bedroom appeared clean and the bed had been made, but there were wets towels on the bathroom floor. In the second bedroom, the bed was filthy! The blanket had been pulled over an unmade bed, there was dirt and grit in the bed, the topsheet had been screwed up and stuffed under the pillows, the pillows smelt disgusting and they had big, yellow sweat patches on them. I went immediately to get the manager. He arrived at the apartment with 1 clean sheet and some clean pillow cases, and went to make the bed. I pointed out what I was unhappy about. Again, no apology! He then proceeded to not change the dirty sheets, but flip them over and re-make the bed with them!! And then could see nothing wrong with this when I pulled him up on it. We were all very tired and hungry at this point, so it didn't even occur to check the other bed, as it appeared ok. It was only when we returned from dinner gone 11pm, that when our friends got into their bed, they realised it was too dirty, with sweat patches on the sheets and hair in it!
The following morning I went to Raintree reception to again convey our unhappiness. I was greeted by the rude man again, who said that the cleaner was new and didn't know what she was doing. So I pointed out it should be his responsibility to check that she was performing her duties correctly and if she is not, to tell her what she should be doing. He then laughed when I said the service we had thus far received from Raintree was totally unacceptable. I'm sure you can imagine what my reaction was...
In the scheme of things, we didn't have a hideous time and the accommodation we stayed in was perfectly acceptable. My issue is with the service from the staff and the lack of apologies. Had this happened just the once, I would've brushed it off and wouldn't be writing this review. But it happened twice and we still had appalling service and a severe lack of apologies. It is such a pity as all 4 of us were looking forward to our stay at Raintree because of the reviews we had read.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.