We spent five nights here at the end of December, with Bonvoy Gold status. Overall our stay was okay.
We had a points + cash booking for a one bedroom king suite with lounge access. Despite my "high floor" preference we were given a room on the 5th floor.
(Digression: Our floor was labelled 12, but is actually the 5th floor above ground level. The floor numbering goes L, L1, L2, 10, 11, 12, 14 (i.e. no 13), 15.....25. The lounge on floor "21" is thus actually on the 14th floor above ground level, as
SkiAdcock correctly wrote in the OP.)
In advance of our stay we received a friendly note asking when we expected to arrive, so that our check in could be made "memorable". (I've no idea what that would have entailed.) I replied that we'd arrive around 14:30 but would of course understand if our room wasn't ready before their check in time of 15:00. It wasn't and we then played a 90 minute version of "your room will be ready in 20 minutes". When it became clear that this could take a while, my request that we be allowed to wait in the lounge was rather reluctantly granted.
The room was comfortable and everything worked. It was a proper suite in the sense that it was possible to close the door to the bedroom and main bathroom, leaving a living area with fridge (with plenty of room for guest use) and a separate WC and basin.
The lounge is open 24/7, but most of the time there is nothing available except coffee and a very limited range of soft drinks. "Happy hour" ran from 16:30 to 19:00 during our stay and during that period there was a good range of savoury and sweet snacks available. It was perfectly possible to put a main meal together and many guests did. Alcohol was available during "happy hour": several bottles of spirits, some red and white wine (one bottle of white, two of red) and beer. the beer was on a very limited "first come frst served" basis -- between ten and twelve small bottles of Heineken and (US style) Budweiser.
The lounge does not serve breakfast and is not available for check in or check out. Lounge staff could not reactivate key cards when they stopped working (which ours did, several times, despite never being kept near other cards or phones).
That was mostly less than positive; sorry. We enjoyed eating at the downstairs "Kochi Kitchen" restaurant. Breakfast there was busy but they had a very wide range of offerings, both self-serve and cooked to order. We also ate two evening meals here and were very pleased.
It was nice to be able to enjoy a drink outside in the pool bar area, although we learnt not to rely on any particular beverage being available on a given evening. Expect your beer of choice to be sold out, the waiter to have misplaced their bottle opener and the pen to be missing when it's time to sign the bill.
The location worked for us. My spouse took the Metro to the university (CUSAT) and I appreciated the mall next door (with a decent food court) and other shops nearby. However, something nearer Fort Kochi would probably be better for a sightseeing visit.
Staff were generally eager to please but -- apart from housekeeping and the waiters in Kochi Kitchen -- not very flexible. At times it seemed there were far too many men in suits trying to manage the staff without suits rather than actually assisting guests.