Classic Regency — Hotel in Kerala

I recently stayed at Classic Regency in Alappuzha for two nights (from 26 to 28th July)in their suite room, (I think #506) spending close to ₹20,000. Unfortunately, it turned out to be the worst hotel experience I have had in my 21 years in the hospitality industry.

From the moment we checked in on Saturday, the main toilet had a strong, unbearable foul smell. We immediately informed the reception, and housekeeping was sent with air fresheners and sprays. I clearly told them that it seemed to be a drainage issue, not something a spray could fix. After attending a wedding function and returning, the smell persisted, making the washroom unusable. We had to rely on the smaller second washroom throughout our stay.

On the second day, the issue was still unresolved despite informing both reception and (what I believe was) the Front Office Manager. They tried various quick fixes, but none worked. We were never offered a room change, even though we were open to it. We expressed our disappointment multiple times, especially since we had paid for a premium suite, but the only response we got was an apology — no service recovery, no compensation.

To make matters worse, at check-out, they claimed two remote controls were missing from our room. I was traveling with an infant and heading to another resort in Vagamon. They insisted that the remotes might be in my luggage and asked me to open my suitcases at the reception in front of other guests. This was highly embarrassing and unprofessional.

I even suggested we go back to the room to check thoroughly, including the garbage area, but they refused, saying they had already checked. While I was inspecting my second bag, the manager suddenly came and said they had “found” the remotes between the curtain and sofa in the room.

By then, the damage was done — my family and I, along with our friends, felt humiliated in front of other guests.

I have stayed in countless hotels worldwide, but considering the amount we paid, the poor condition of the room facilities, the unresolved smell issue, and the lack of basic service recovery, this was by far the worst experience.

A simple apology is not hospitality. It’s disappointing to see such unprofessional handling, especially in Kerala, which is known for its warmth and service standards.

I would strongly advise future guests to think twice before...

★☆☆☆☆ Disappointing Stay at Classic Regency Alleppey

Our experience at Classic Regency Alleppey was deeply disappointing from the moment we arrived. We checked in around 9:40 PM after a 6 hour drive, expecting the restaurant to be open until at least 10:30 PM, as is common in most hotels. However, we were informed it would close at 10 PM, so we had to rush. Although we understood the urgency, the attitude of the staff, especially Ajay, the manager, was unacceptable. He lacked basic hospitality, communicated rudely, and insisted on speaking in Hindi despite my repeated efforts to communicate in English. This made the situation very uncomfortable, particularly for our elderly parents.

The issues worsened when we reached our rooms. We had booked three rooms, and all had serious cleanliness problems: One room had a toilet seat with visible stains. Two rooms had bed sheets with stains. None of the rooms were properly cleaned. There was no toilet paper in two of the rooms.

When we tried to address these issues, the night manager sent a staff member who only spoke Malayalam, making communication incredibly difficult. Exhausted from our journey, we had no choice but to go to bed, hoping things would improve the next day.

The next morning, the Housekeeping Manager, Naser (the only helpful staff member we encountered), resolved the room issues. However, our second encounter with Ajay in the restaurant further tested our patience. When I asked about the curd rice, he dismissively told me I wouldn’t like it—an unprofessional and inappropriate response that exemplified his lack of hospitality skills.

Throughout our stay, the majority of the staff displayed zero hospitality etiquette. Naser from housekeeping was the only exception.

I would not recommend this hotel to anyone. Our two-night stay was marred by poor service, rude staff, and unacceptable room conditions. This will our first and last visit to Classic Regency Alleppey. Save yourself the frustration and...

Classic Regency in Alappuzha is generally considered a good to excellent hotel, often earning ratings in the 4 to 4.5 out of 5 stars range. It's particularly praised for its prime location near Alappuzha Beach, offering sea views from many rooms and its rooftop swimming pool. Here's a summary of what guests typically highlight: Positives: Location: Very close to Alappuzha Beach, with easy access to the beach, lighthouse, and railway station. Many rooms offer pleasant sea views. Rooftop Pool: A significant highlight, offering panoramic views, especially at sunset. Service and Staff: Consistently praised for being friendly, helpful, professional, and proactive. Many reviews specifically commend the excellent hospitality. Cleanliness: Rooms and the overall property are generally described as clean and well-maintained. Rooms: Spacious, comfortable, and well-equipped with modern amenities. Some have balconies with sea views. Food: Often receives positive feedback for good quality and taste, with a decent breakfast spread. The multi-cuisine restaurant and coffee shop are appreciated. Amenities: Offers a range of facilities including a spa (with positive reviews for massages), fitness center, free Wi-Fi, ample parking, and an EV charging station. Value: Many guests feel it offers great value for the services and facilities provided. Points to Consider (less frequent, but mentioned): Occasional Issues: Like any hotel, there are isolated reports of minor issues such as slow restaurant service or specific dishes not meeting expectations, or rare complaints about bed bugs. Early Check-in: Some guests experienced delays with early check-in. Overall, Classic Regency Alappuzha is a highly recommended option for travelers seeking a comfortable stay with excellent service, good amenities, and a fantastic beachfront location...