Napier Heritage by Velvet Hotels

For those who are reading this: Don't be fooled by the 4.6 star review. All the one star reviews are real... TLDR: This is the most dishonest and shameless hotel that I had ever stayed in. I selected full board option (worth ~ 30 USD / day) when making the booking. It was my first trip to India and I thought it would be better dining in hotel for food safety reasons. Given the price, you would expect buffet style dining, but I was wrong. During lunch/ dinner time, no one was in the restaurant. You have to make several attempts to call them to order from a very cheap menu (around 300-400 rupees / meal). Dinner order starts at 7pm, and it usually took them 1+ hour to prepare. Earliest to get your dinner at 8:15pm. All the meals had extremely awful taste (feel like eating a bag of salt for each meal) Once I ordered grilled mushroom chicken with boiled veg potato. The staff was very unfamiliar with the menu (seemed like first time reading it), and said they don't have it, then suddenly changed his mind and said they have (LIE #1). From the photo you can see it's a very pathetic small bowl with mushroom and bitter melon. No chicken, no potato at all! COMPLETE LIAR. The hotel manager refused to compensate at first and asked me to negotiate with Trip.com. Hence, I tried to let Trip.com contacting them for refund. Despite numerous contact attempts from Trip.com, the hotel always refused to respond. I insisted service throughout my stay was not up to standard, and they are stealing my money. The hotel manager said he can provide me free lunch on my checkout day as a compensation (LIE #2), but last day's lunch has already been included in the package. I'm sure they knew the package coverage. After I revealed his lie, he only agreed to pay me 300 rupees in cash, and credit another 200 rupees refund to my bank account within 3 days (see photo proof). After half a month, I still haven't received my money (LIE #3), same as the guy from the previous review waiting for his refund. Not to mention 500 rupees is too insignicant as a compensation. There has never been room service during my stay and I had to kill cockcroach in the room and cleaned it myself. The bathroom, as many have mentioned in the review, had a very strong mouldy smell. I raised it to the same manager, and he said to change room for me on the next day. Apparently, it was a lip service and never happened (LIE #4). Apart from the hotel manager, all staff there don't care what you say. They would not try to find a solution to address your issue. From their eyes you can see THEY DON'T CARE. And you are just trying to talk to a wall (Same feeling as one of the previous reviews). To hotel: If your service is this terrible, don't dare to charge high price and package yourself like a premium hotel. You have zero interest in serving your guests. All you wanted is MONEY. To those who are reading this: Stay somewhere else. Kochi is generally safe and clean. Try some homestay with more authentic experience and cheaper price. When bad things happen in this hotel, don't expect them to care about you AT ALL.

We arrived late at night but had informed the hotel early on. The receptionist had already fallen asleep and shut the doors. The rooms look better in photos. Breakfast was meh.

The hotel is to be sold very soon, as the manager told us. Dirty, unkempt, dark, bad attitude. We escaped after one day, and after pressure were refunded one night. Perhaps it was good once, but now: fair warning, avoid.

Great location, decent rooms and helpful smiling staff. Ground floor rooms can be noisy and dingy with windows opening to street, so 1st floor rooms are better option but could be smaller in size. Did not try food so cant comment but lots of food options around. Pool was decently clean but not best atmosphere around it as it just next to reception and car park.

I was stays in this hotel on previous month 25th with my whole family. I got wonderful experience from there. The staffs, and all of them are so kindly. If anything we want just inform to staff any of them, they will helping the guests like their family. We booked the them premium category room. That rooms has a great view from the balcony. The rooms are very clean and looks like an old building. They keep that heritage property very clean. There is one restaurant, and i think that restaurant has almost 100+ years of old. We got great breakfast and dinner from there. Lot of options are available on breakfast. It's a small space for dinning, but that can carry almost 22 to 25 people.

I'm a businessman so inthe last November I booked this property for business purpose it was really nice experience to me