Keys Select by Lemon Tree Hotels, Malabar Gate, Kozhikode

We got a small room despite traveling with kids, and the booking experience was frustrating. I had booked through ease my trip for my birthday trip, but the hotel first denied the reservation over the phone. Our start was delayed while ease my trip's call center contacted the hotel and got confirmation that the room was booked after all and there had been confusion. When we arrived late and tried to check in, they again said there was no booking. After I explained the situation again, they gave us a small room. Reception called several times afterward saying they couldn't find the booking, so I had to go speak to them again. The delay spoiled the day, and I was unhappy with both the booking process and the room.

I was interested in staying here, but gave up after dealing with Mr. Rathnakaran Cherukat, first by phone and then on whatsapp. He made no effort to hold my enquiry or turn it into a confirmed booking. He seemed uninterested, gave no follow-up, and showed no courtesy in how he spoke or chatted. Even basic questions got no reply until I asked again. I ended up paying a few thousands more to stay at The Raviz, where three different people called, tried to keep my booking, and worked to accommodate my requests. That kind of effort matters in hospitality. Guests can put up with rooms, upkeep, food, and other services being poor to some extent. But a manager who shows no decency, responsibility, or hospitality and makes no effort with a potential guest is a BIG PROBLEM in this industry. The arrogance and lack of etiquette were unacceptable. I wonder how other guests have put up with this without complaining to Lemon Tree Senior Management. When one guest has had this trouble, I’m sure others may have too and complained about Mr. Rathnakaran. It’s shocking that this team is still running things without action. After reading the reviews, this hotel seems like a hell hole, with egositic people to deal with and many other issues. I’ve already told Friends, Family, and Colleagues to avoid it when in Kozhikode, so they don’t feel insulted, disrespected, or humiliated. The CEO and senior management at Lemon Tree need to make sure this hotel’s management is disciplined. CHANGE OR PERISH SOON, “Keys Select By Lemon Tree Hotels, Malabar Gate, Kozhikode”.

We booked three nights for more than six thousand five hundred per day, but the room was very small and uncomfortable. The AC, fridge, and other things weren’t working, the bathroom and room floor tiles were dirty, and housekeeping was very poor. When we arrived at 5 pm, despite being given a 12pm check-in time, we waited an hour for a room. I reported the AC problem, but nobody came to fix it. We asked to cancel because we felt so uncomfortable. The value didn’t match what we paid, and the hotel didn’t meet Lemon Tree or key hotels standards. The entrance looked unclean, with cobwebs and dirt. The dining hall washroom was an awful sight, more like a dirty cleaning store, with things dumped inside. The hall itself could look much better too, and its many flower pots were not cared for. The reception phone service needs improvement as well. Management, please address these issues, improve the facilities and service before charging guests this rate, and provide regular staff training. I’m an army officer and my husband is an airforce pilot. We’ve both served this great country and are proud of its strength and heritage. We all have a part in helping the country grow. Small beginnings can go a long way for the hotel and the nation. Let us rise. jaihind

I was surprised a Lemon Tree hotel could deliver such a poor experience. The parking area had no staff to guide or help guests. At reception, they first denied my confirmed booking through the Indigo app for two rooms, saying the hotel wasn’t tied up with Indigo. They hadn’t even checked the booking list. After I asked repeatedly, they finally looked and confirmed it. The ambience and upkeep were extremely poor, well below Lemon Tree standards, and enough to damage the brand’s image. A very disappointing stay at a badly managed property.