We had made a Sea View Club Room booking with The Leela Grand, Kovalam in January 2015. The 4-night stay would have left us poorer by approx. Rs.84,000 (~US$ 1,230 – i.e. US$ 307 per night). Around then, due to its financial mess, SpiceJet was cancelling many of its flights and this news was commonplace knowledge.
Our flights on three out of the four sectors also got cancelled and thankfully, the news came to us at a time when we could cancel our room bookings without losing any monies. We did cancel but there was a regret of missing out on staying with a property with one of the finest locations anywhere.
In September 2016, we had another opportunity to visit Kovalam and we were going to stay in The Leela Grand. We stayed there and this stay prompted me to put forth an honest review for money-paying guests who may plan a stay at this property. I want them know the realities of a stay here to make a considered decision.
Sea View Club Room, The Leela Grand, Kovalam
“You’ll come to Kovalam with me?”
My wife was speaking at an IoT-focussed conference in Kovalam. Since the conference organisers were hosting her and they were fine with spouses coming along, she asked me if I would like to accompany her.
Her question was obviously prompted by our earlier cancellation of the Kovalam trip. Also, since Kovalam was just a spitting distance from some of the bucket list destinations, I readily agreed.
We had just returned from a 10-day Lombok-Bali trip. So, the beach was not such a big draw, but when she mentioned that we’d be staying in The Leela Grand, a hotel known for its gorgeous location, that was another ‘plus one’ to look forward to.
We were driven in an Audi Q3 from Thiruvananthapuram Airport to the hotel. The drive was short, but pleasant. We had a separate lounge for check-in as we were booked in their Sea View Club room (higher category room).
Since this property is on a coastal cliff, we climbed down one level to get to our room. As soon as we entered, wife and I exchanged glances and smiled. In our extensive hotel-trotting streak, we had not come across a better view from our hotel room. Though it was dark already, the waters around the property were illuminated by cool temperature LEDs installed by the hotel. And we could see and hear the waves lashing noisily against the rocks.
I knew this property was the erstwhile ITDC Ashok hotel. And by virtue of this being a government-owned entity established much before perhaps the 300-metre no-construction-zone rule came into being, the property was literally kissing the sea.
Instead of unpacking, we just poured ourselves a drink and sat in the balcony enjoying the view and the ambience. The trance lasted a while!
Once we came back into the room, the challenges of this aging property started to dawn on us. The plug sockets were old and hence unreliable – you plug in a device and hope for the best that it will continue to get charged. These sockets were in sunken ports that had wooden lids. Fair enough, except a typical C, E or F type plug would normally stand upright (as against the D & M types that offer a flat plug). Result? After you plug in a device, the lid won’t close.
Interestingly, for some unknown reason, the bedside sockets were Type G! You know, those three flat pin ones? Those! The property happens to be in India, and instead of providing the type D or M, or the more modern type K, they provided type G – useful in China, Malaysia and a few other countries for sure, but rather useless here. (For understanding this weird jargon, please see the infographic).
The bathroom was a sum total of 3 matchboxes – a shower cubicle, a WC cubicle and a washbasin cubicle. The Shower and WC cubicle doors opened outwards, naturally inconveniencing the other occupant – in case he/she happened to be washing hands or brushing teeth.
Are you hygiene conscious?
For the hygiene-conscious, please be warned that washing hands in the washbasin is going to a hairy experience! Try as hard as you may, your hands are going to be brushing against the basin bowl as the faucet has been fixed at an angle that leaves little space for your hands.
The towels and bath mats was another crazy story. Over the next 3 days, the housekeeping would forget to leave either the face towels, or the hand towels, or the bath mat. This routine was followed every day and the entire experience left you in a advanced state of resignation.
While unpacking, my wife realised that the drawer housing the safe would not open. Once we pried it open, it was a challenge to close it. The space provided for the suitcase was barely sufficient for one large suitcase. And, it was a double occupancy room, if you please!
Let’s have some food
It had been a long day. Soon, we were hungry and decided to order room service. That’s when a hunt for the in-room dining menu started. After agonising for a while with various visible and concealed drawers, we concluded that they had omitted to place one in our room. We called the in-room dining and got connected to front office instead. Politely, they asked us to call the room service number again. We tried telling them that we couldn’t find the menu, and were politely told again to call room service. Fair enough!
We called the in-room dining again and again got connected to the front office. Now, we were losing it. In no uncertain terms we told the front office guys to get their telephone system in order and while at it, to send an in-room dining menu to our room.
Food was ordinary. But, we are used to condoning one bad experience – knowing fully well that the cuisine we ordered may be a challenge for the chef on duty. After dinner, we again stepped out into the balcony and once we came in to call it a day, we realised the balcony door wouldn’t get locked. Naturally, we asked the operator to connect us to maintenance. She politely asked us what did we want. Upon telling her, she promised to have someone fix that soon.
After a 15-minute wait, we reminded her and soon had a maintenance guy come in. He took his time while we were quietly amusing ourselves by watching some B channel on the limited menu of channels on offer. Once he finished, I checked if the door would close, and realised that he had done whatever best he could since the door was any case in an advanced state of disrepair, and hence was unlikely to close properly. We resignedly asked him to carry on.
Well, I could go on and on. But suffice it to say that what we experienced during our first few hours was not an exception, but was a norm in this property.
In the morning light, we noticed a few more issues. The coastal dampness had led to a peeling wallpaper; the window glass had permanent swathes of damage that definitely didn’t do much good to your view of the nature outside. The window blinds were frayed. Over all, the indifference in maintenance was glaringly evident.
Any reason for such indifference towards a gloriously located property?
Upon making enquiries with the staffers, we realised the Leela Group had sold the hotel to some Ravi Group. When I checked on the Internet, it showed that though it sold the property in 2011, it is still being managed by HLVL (Hotel Leela Ventures Ltd.). While HLVL still continues to make money hand over fist milking its superbly unique location, they seem to have little or no interest in ploughing back any of this money into the upkeep since the property does not belong to them anymore.
What further surprises me is that this property won the Best Indian Luxury Hotel in India Award in 2015 – an award by Lonely Planet India.
Sooner, than later, the news of their mismanagement is likely to reach the market. The earlier that happens, the better. If it doesn’t, chances are the property reviews by traveller are going to hurt not just this one property, but also the entire chain. And, it will turn out to be a huge PR nightmare for this classy chain.
Why Avoid Sea View Club Room, The Leela Grand, Kovalam
When you stay with a group property of a renowned chain like the Leela that is known for its impeccable attention to detail, you are naturally paying an arm and a leg as room tariff. We were just plain lucky as we didn’t have to pay it since we were hosted. So, as a money-paying guest, the least you expect is that the property will have basic 5-star amenities and fittings in the room would work. When they don’t, and instead begin to fall apart, you get up with a start and take notice.
And after all, in 2015, we did commit US$1230 for our stay there! We were so glad we didn’t end up paying that amount at that time.
Chances are many of my readers would pay a king’s ransom to stay there. It is only fair that they at least are made aware of how things work or NOT work there. As they say, forewarned is forearmed!
In case any of you faced a similar experience here, kindly feel free to share as a comment. I will incorporate your comment as an independent review into this post itself.