Planned a romantic, exotic getaway to Kerala to explore the backwaters and our first stop was Alleppey. Landed at Cochin airport and took a taxi from the airport to take us to the hotel. Surprisingly, the signs posted along the route were of little help and most locals did not seem aware of the exact location from where we would get the boat that will take us to the hotel. After a 30 km detour, we finally found the place.
The jetty from where we got the boat is shared by 3 - 4 operators and we were actually expected to walk through multiple house boats docked there to get on the Citrus's boat.(which now had no place to dock at the jetty on account of the other boats) And the house boat owners expected us to take off our shoes and walk bare footed if we wanted to pass through their boat to reach ours, which we were forced to do. The local staff refused to help us reason with the houseboat owners and could only manage a sorry. This was after waiting for almost 45 minutes for our boat to arrive, seeing that Citrus chooses to operate a ferry service once every hour from either end.
We had booked the Citrus Bliss package from their website for 2 nights, which was supposed to include lake facing room for 2 nights, all meals, one aroma therapy massage for a couple, one romantic spa experience for a couple, sunset cruise, and a small gift on departure. Stayed there from December 9th - 11th, 2012.
On arrival, even after confirming over call of an early check in (at 10.30 am instead of the mentioned 12 noon), we reached the hotel at 11.20 and our room wasn't ready. Had to wait for about 30 minutes till they got our room ready.
Realized our in room safe was not working. Called the reception who promptly sent someone over but the same manfunctioned again in about 15 minutes.
Liked the property and the room allotted with a small private (ish) backyard with hammocks.
Had the aroma therapy session on the first day which was brilliant. Kudos to Chand and his team managing and staffing the spa.
Booked a 11 am appointment for the next day for the Citrus romance package, that was scheduled to be held in our room. Were waiting for a call from the spa and finally at 11.15 am when we call them up, they tell us that our appointment was given away to someone else. No explanations given. We were requested to reschedule for 4 pm, and to come over to the spa instead of our room. We agreed. Were just about ready to go out for a stroll when we again get a call saying that the appointment can be rescheduled for immediately (was about 12.15 at the time) and we could come over. We went over and were again given the same aromatherapy treatment that we got the previous day. None of the staff at the spa seemed aware of our package. Had to speak to their superiors who finally admitted their mistake and then as a peace offering scheduled us for one more treatment, that was anyway supposed to be a part of the Citrus romance package itself. They made it sound like they were indulging us by giving us a freebie, while all they had done was tried to rectify their mistake and give us the treatment that we had been promised and paid for.
Nevertheless, we did not want to make a big issue of these and had quiet word with the manager - Pramod who promised us that he would look into our issues and ensure a peaceful remainder of the trip.
Went back to the room and realized that the toiletries and bath gels had not been replaced. Had to call the reception twice and the house keeping department 4 times over an hour before someone came over to give us the same.
Even though our room was cleaned daily, the waste baskets were not emptied in the 3 days that we were there, and were essentially over flowing.
And yes, they also missed giving us the gift on departure promised in their booking voucher, as advertised on their website.
Definitely not what we would expect reading the rest of the reviews here and the tripadvisor ratings.(which was the reason we booked this place)
* Good property
* Good spa staff
* Courteous restaurant staff
* Local Location not known to many
* Staff seem unsure of services promised. Need to be better trained.
* Staff needs to be more responsive of their guest's requirements
* Food, although large in variety, could be better
Hope this helps.
Lake view rooms are better than the paddy view rooms.
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.