We booked a private custom package 18 days in Kerala and Tamil Nadu with a break to Lakshaweep in the middle. Shiji our planner was great at the planning stage giving us choices and recommendations. Virtually everything went well, and when it didn't Shiji was contactable regardless of the hour. Speaking at 2200 about an unsuitable hotel is definitely above and beyond expectations. Perhaps if the hotel had been OK this wouldn't have been necessary!
Shiji and our driver, Baburaj, did seem to know it wasn't that good and well below the quality of all our other hotels. We feel we should take a little of the blame as we found that hotel here on TA but then, if they obviously know better, Iris/Shiji should have the balls to direct customers when the tripadvisor reviews don't match with their feedback, as we have so often experienced. As for our driver, Baburaj, he was fantastic company, taking us off piste for extra things and keeping us supplied with water, sweets tea and even a wifi dongle!.
Nothing was too much trouble. He worked to the best of his ability even when things didn't go to plan such as roads missing since last year's floods he kept smiling and this added to the adventure. Overall I'd recommend Iris Holidays. The bespoke nature of our trip really made it feel special. After the 18 days we went self guided for 10 days and it made us realize how much planning Shiji and Baburaj had done to make those 18 days go relatively smoothly