Complaint Details

Status	:	Closed
Complaint No	:	0088298/2017
Category	:	Hospitality
Date	:	14-01-2017
Subject Line	:	Incorrect charging for undelivered services
Complainant	:	Sharad Sharma
Address	:	402 White Oaks, Mamta Soc. 2, Ellorapark
Complainee	:	Eros Hotel
Address	:	S2 American Plaza, Nehru Place

Complaint Details
Dear Madam / Dear Sir,

I had booked a room at Eros Hotels, New Delhi for one night 19th till 20th December 2016.
The booking was done through online booking portal www.hrs.com and I provided my credit card details for reservation guarantee.

At hotel check-in desk I was denied room on the grounds that I am not carrying my passport and my German Identity Card cannot be accepted.
I explained to them that I was not aware that I should be carrying it as it was not mentioned in the booking confirmation under hotel terms and conditions.
Also I asked them to show me a document which clarifies this however, the desk staff and lobby manager were unable to provide any such policy document.

I also told them that I am carrying my Indian Pan Card which was also denied.
After several requests and hassle, I was not provided the room and I specifically told them that in this case they should not be charging my credit card, the details of which were provided during booking as reservation guarantee.

In few days I realized that the hotel has charged my credit card and since then I have called and communicated with Hotel, HRS Online Portal and my German Bank.

While HRS and my Bank are very cooperative, they do not have legal options to reverse the charge on the card.

Till date I have received no reply from the hotel as to why they have fraudulently charged me inspite of the fact that they denied service to me for which they charged.

I am an India, now living in Germany due to my profession and eventually few years back I took German Citizenship.
Every year I travel to India and many time with my German friends but have never faced such a non-responsible service provider.

When I left the hotel after they denied me room, I just let go of it and did not think of pressing any charges for the inconvenience they cause to me.

However, after this ordeal and hotel charging me shows their rudeness and blatant disregards to customer service.

To set an example, I write to your respected council seeking justice and I request that the hotel should;

1. Pay back the amount they have charged to my credit card
2. Pay me suitable compensation for all the incoveniences they have caused by denying room, charging for service they denied and now for time that is being invested in this matter

I look forward for your quick and just action.

Thanking you.

Best Regards,

Sharad Sharma

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