Complaint Details

Status	:	Closed
Complaint No	:	0101137/2017
Category	:	Hospitality
Date	:	23-11-2017
Subject Line	:	Booking confirmation No 5326000000070353
Complainant	:	DEEPAK DHAR
Address	:	B-704, ROHAN ISHITA SOCIETY, NEAR PASSPORT OFFICE, MUNDHWA, PUNE
Complainee	:	Caravela Beach Resort, Varca Goa
Address	:	Advani Hotels & Resorts (India) Ltd. 18 Jolly Maker Chambers II | Nariman Point

Complaint Details
I made a booking for one night stay in the above hotel in Goa on 14th Nov. By oversight the dates for which room booked by me was 19th Nov to 20th Nov while as it should have been 19th Feb to 20th Feb.
Within two minutes of booking i called the reservation team of the hotel informing of the error as the hotel has got a policy of 14 days out and requested them to make the corrections since the dates fell within 14 days out period. They assured me it will be done and asked me to drop a mail for same which i did at that moment only.
Next day i received a mail from the hotel asking to pay around 50% more and to do it immediately... i agreed for the revised rate but asked for 14 days out time,
On 16th i got an SMS from Bank that the amount which they had sought at the time of booking got deducted from my account even though negotiations for out period were still going on.
I called the hotel again and they said since it was a non refundable booking as such without even conclusion of our mail exchange they deducted the amount.
I once again requested for 14 days out period they agreed for the same but put in a condition that room rent raised to 220% and also if i use the out period only the revised amount will be refunded or not deducted but the basic amount they are going to keep in any case.
Then received a mail on 19th Nov wherein they told me that they are going to treat my booking as no show, i reverted with the mail chain and asked when i already had informed of wrong booking and mail exchanges were going on for new dates and rent how they can treat the booking as No show.
On 20th i received new mail wherein in was ashed to pay Rs. 4315 as difference so that they will book room for the correct dates.
I agreed for the same, before i could make the payment i received a mail from Ms Amrita Gujral, VP Sales and Marketing informing that my booking has been treated as No Show.
My questions are
1. if due to oversight had booked in wrong dates but informed the hotel of the mistake in couple of minutes should the booking not have been cancelled.
Is it not harassment and blackmail that they increased the room rent by 50% and told to deposit the same immediately for booking confirmation.
3. For 14 days out period they increased the rent by 220% and also confirmed if i use the out period only increased amount will be refunded basic amount will be forfeited.
If my booking was treated as No show how the hotel offered me room on 20th Nov on payment of extra amount.
My request is to ask the hotel to provide me one room on the dates and also restrain them for harassing and blackmailing people.

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