The property is undeniably beautiful and has one of the greatest kids' play areas I have seen as a parent who travels very often with a child. The rooms are good and ours had direct access to the pool, which was great. The restaurant Aparanta has good food overall; mac and cheese, chicken gravy, chicken starter, Chinese dishes, and Thai curry were great, but the veg biryani was underwhelming and the chicken burger had barely any meat (we almost thought they served a veg burger by mistake). Breakfast is, of course, great. The serious problems come with the staff; they are very bad with proactive communication (we reached the hotel early and were told they will call us when we roam around, but the calls did not come even after 3 pm which was the official checkin time). We had asked for room decoration, which was promised between 5 and 6 pm and that they will call us, but no calls came. The reception guy happened to spot us when we entered the lobby later and tried to talk abt the decoration, but we could not talk in front of our family because it was supposed to be a surprise. Finally we reached the room and decided to not go ahead with the decoration. We did not receive any calls about it either. Then, after 8.30 pm, when all of us were in one of the two rooms booked, housekeeping staff entered the other room without checking with us and started their decoration. One of us went to that room to take something and were shocked to see someone already inside. That was not even the room we wanted decorated! When we told the staff that we had no communication, they apologized and left. They were several other problems (the reception shows a board with a host of sports activities at specific times but none of them happened; there was an extremely lacklustre and unrehe****d cultural perfor***ce; the direct call buttons on the phone did not work and there is no information about extension numbers in the room; there were loose electrical wires under the table in our room; and so on). The restaurant was clearly understaffed and ordering dinner was a struggle. There is a piano lounge but it operates exactly during dinner time and dinner is not served in that room. So the only way to enjoy the piano is to skip dinner or have it really early. Maybe people have good stays here (as seen from the high rating) but ours was just okay.