It turns out we’re good guests.
We have felt that we’re needy guests. With all the high-speed Internet, WiFi goings on that began our time here at the Keraleeyam, we were sure that the staff and particularly the manager, George probably rolled their eyes every time we walked away. We would have if we were them.
But apparently, we’re some of the friendliest animals in the jungle. George has quickly become our buddy – largely because we talk to him and find him interesting. He’s probably in his sixties and this is his semi-retirement job. George had a whole career working in Calcutta where we get the feeling he had a more high-powered, better paying job. When he returned to his native Kerala a few years ago, he took this job managing the resort because it’s very pleasant and relaxed.
George spends about half of his days telling his staff what to do in a friendly, supportive way. Basically, he is the brain of the operation. He understands customer service and what it takes to make a resort, a resort. His staff doesn’t think that way. George translates from customer service to Malayalam. When someone asks for something, he likes to say, “it can be done.”
Some of George’s day involves talking it easy and chatting happily. We seem to have become part of that. He also seems to enjoy having lunch with friends and family in the back of the dining room. His day isn’t hurried.
It’s the remaining part of his day that’s ugly – dealing with some crazy, demanding guests. We assumed that one comes to an Ayurvedic resort on the backwaters of Kerala to enjoy the beauty, slow pace and wonderful rustic bungalows. What other reason could there be?
Apparently, we’re missing something.
George told us about an Italian woman who stayed, liked it overall and wants to bring friends of hers again soon when she returns. Only, before she and her people come, she would like a number of changes made to the lodgings and grounds. She handed him a list. Who does that?!
I can see asking for a light fixture or a leaky faucet to be repaired. But cosmetic changes and capital investment?!
George said requests like hers aren’t uncommon. He doesn’t own the place and he can’t decide on such matters. He asks the owner, but sometimes he filters out a few of the requests because the owner will think he’s nuts for even asking.
For example, our bungalow’s porch was built around a mango tree. It sits toward the edge of the porch. I don’t know exactly why they didn’t build the bungalow a few feet further over rather than build around the tree – but there may have been a good reason. In any case, it does no harm, the tree provides shade to the bungalow which keeps it cooler and it’s kinda’ unique and cool. She wanted it removed. He never passed that along.
There’s an Austrian woman who was staying here who came on a 17-day Ayurvedic detox package. The package prices are listed on the Keralyeeam website and in their literature. Packages are all-inclusive with airport transportation, all meals, lodging, three treatments a day, yoga classes, special meals – the works.
Yesterday was her last day. When I was working in the dining room, George came to the woman and informed her that her package price was €1385 and she had deposited €100, so her remaining balance was €1285.
“Can you make me a small discount?” she asked.
“Madame, you have a 17-day Ayurvedic package which is a flat price inclusive of all things – even your airport taxi, Madame.”
“Yes, but can you make me a small discount?”
“Madame, I don’t decide these things. I can ask for you, but I don’t want to give you any hope.”
“I would like a discount, so please ask.”
Who gets to the end of an $1800 resort package and then asks for a discount?!
There’s a bitter, grumpy American man who is staying here with his wife. He’s the principal of the American school in Islamabad, Pakistan. He hates being there and can’t wait to finish the school year and get out. It’s hard to tell if Pakistan was a bad choice for him or he just naturally has an rather unpleasant bent to him.
He complains about his lodgings and the resort constantly – so they’ve moved him around. He was upset that the boats passing by and the crows in the trees made too much noise. He still is – but now he’s upset that he a cockroach in his thatched bungalow. Guess what – it’s a thatched bungalow in the tropics – every animal in creation passes through at some point. We had a slug in the sink of our open-air bathroom last night. It went away.
This morning at breakfast, George stopped at the man’s table to check on him and see if he and his wife needed anything. The man literally ignored George and buried his head in his book. Who does that?! Apparently him.
By comparison, we’re very good guests. While we felt like we were extremely invasive installing a wireless router and then running in and out of their office installing it, making changes, and making more changes…we smiled, thanked them, apologized for the inconvenience, talked with them as people. It seems to be a somewhat rare approach and apparently, very well received.
I don’t think we’re better people who somehow have some divine approach. We just try to treat people here with the same respect and regard we would give to hotel staff at home or in Europe. I think that in this region as well as much of Asia, some travelers take cultural and linguistic differences to mean that local people are not as smart, capable or expect to be servile.
Indians in service positions are very respectful and polite. They always say Sir and Madame and hotels have people carry your luggage for you whether or not you ask or want it. It’s just their standard. Perhaps it somehow causes foreigners to feel “higher caste” and to somehow forget that they are hotel “guests”. Sure, they’re paying customers, but they are also being helped and served by intelligent and aware human beings.
This is just a guess or a working hypothesis. It’s also completely possible that there are people who were raised with different values and outlooks than I was and that they are equally difficult and rude to hotel staff anywhere they go. I have a little more respect for an egalitarian jerk.
In any case, we feel increasingly at home at Keraleeyam now that the WiFi situation has settled down and we’re chummy with George and his staff. To know that we’re one of the “good guests” is a surprising treat. Now we just have to keep ourselves out of trouble. We’ll just stay on a I’m alright, you’re alright policy with our roommates – the slug, the frog and the big fuzzy caterpillar.
Sent from my iPad
