Complaint Details

Status	:	Closed
Complaint No	:	0080599/2016
Category	:	Others
Date	:	20-08-2016
Subject Line	:	Poor and Sub Standard Serviice
Complainant	:	Bilwaraj Sitaram Nabar
Address	:	301/302, Sonnet, Kesar Harmony, Sector 6, Kharghar
Complainee	:	Club JIVA
Address	:	65, Level 1, Dewan Centre, Swami Vivekanand Road, Patilwadi, Jogeshwari West

Complaint Details
Dear Sir/madam
I had purchased a holiday package membership, No.: CJ/KP/R/00268 on 21/04/2015 after paying Rs.225000. As per the membership terms I am entitled for 7N/8D accommodation in a year with family for the next 40 years. Also I was offered Charter Membership Package with complimentary 3N/4D in any Club Jiva properties and one welcome week in any of the DAE properties worldwide at a discounted fee of Rs. 750/night. Apart from this they offered 4N/5D free accommodation. At the time of the presentation they had promised me of prompt & stress free service and assured me of providing 4 star accommodation all around the year. From the very beginning they never remained true to their words. The first time when I made a booking request for their hotel in Saputara (Gujrat) I had to send several reminders before they confirmed my booking. The hotel room that was allotted to us in Saputara also was below the standard. At the time of check in after seeing the room I demanded another room, I was told that Club Jiva Members are offered this room only. The toilet door could not be closed properly and on 2 occasions we had to call the front desk as we are locked out of the room as the front door lock would not open with the key. Since it was the first time I pacified myself thinking that since this is a complimentary offer this is the case but when I start using my regular membership days the rooms allotted will be of better quality
Last year in Nov I had to cancel my vacation as they could not provide me with an accommodation in Goa under the pretext of peak season which was contradictory to what they had assured during the presentation. They had assured that unlike Club Mahindra there is no season in Club Jiva and accommodation is made available all around the year. The customer will have to make a booking request in any of Club Jiva resorts or DAE properties a minimum of 15 days in advance. I have always made my booking request at least a month in advance, but it was not honoured. This year in April when I sent a booking request for utilizing my regular membership days in a hotel in Auli (Uttarakhand), which was presented to me as a flagship hotel, the same thing was repeated. I had to send several reminders to get confirmation of the booking. Also the hotel room provided was below the standards promised by Club Jiva during their presentation. I have attached pictures in the supporting documents. When I raised my disappointment and demanded a better room with the hotel staff I was told that this is the only room reserved for club Jiva customers. I felt cheated and trapped and our holiday mood was spoiled because of this treatment. On our return I filled up the feedback form and expressed my disappointment but there was no response from Club Jiva.
On the third occasion, this July I made a booking request for utilizing the Complimentary one welcome week in Lake Palace Resort in Alleppey mentioned in the list of DAE properties in the brochure, All I got from them for 18 days is that they have sent my request to the resort but the resort is not responding. After that one day Mr. Hitesh called up my wife and offered her a substandard hotel name Pagoda, when she told him that this was not according to our agreement and he should send a mail regarding the same. There was no response. Today they offered us another hotel called Royal garden Hotel and resort by falsely claiming that it is a DAE resort. I did a google search about the hotel and checked the list of DAE properties but this hotel was not mentioned in that list. Also it is mainly a hotel not a resort and is around 35 Kms from Alleppey on the way to Trivandrum. It is recommended for business travel and not for holiday makers. I have had to cancel my holiday second time around.
I have decided that I have had enough of Club Jiva as they are practicing unfair business tactics and not providing service as promised. I have always expressed my disappointment to them and have asked several times for terminating the agreement due to poor and unsatisfactory service and return of my money. They have not responded. So I decided to register a complaint with consumer forum.
Kindly assist me in getting my hard earned money back.
Thks & Brgds
B S Nabar

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