Complaint Details

Status	:	Closed
Complaint No	:	0101191/2017
Category	:	Hospitality
Date	:	04-12-2017
Subject Line	:	2 Night Reservation at their resort
Complainant	:	Premchand Nair
Address	:	E-301,Shantiniketan CHS
Complainee	:	Blue roof infotainment Pvt Ltd
Address	:	Thane

Complaint Details
Dear Mr. Bakshi.

Greetings !!!

In response to your Advertisement in TOI regarding your resort at Kelve beach I called up on the numbers given and I spoke to Mr. Wilson to make a reservation for a 2 night stay.

I was told that the room cost would be Rs.3000/- Plus 18% GST per day. Bank details were sent to me through SMS and I transferred an amount of Rs. 7080/- through NEFT to your A/c no 00350500614 with ICICI Branch Thane vide Reference SBA no 000401622738 on 6th Oct 2017 for 2 night stay from 19th Oct to 21st Oct 2017.

Subsequently I fell ill on 14th Oct 2017 and was admitted to Seven Hills Hospital from 18th Oct 2017 with severe abdominal pain for which I had to undergo surgery.

On 17th Oct 2017 my wife informed Mr.Wilson about my hospitalization and our inability to keep to our reservation on 19 to 21st Oct. 2017 and was assured by him that we could change the booking dates.

After that there was no communication as I was in the hospital till 27th Oct 2017.

On 9th Nov 2017 I spoke to Mr.Wilson. He said that the resort was full due to Wedding season and that he would inform me by 14th November as soon as rooms became available.

As I received no call from him I called him again on 21st Nov but he did not pick my call. I called up the resort and spoke to Mr. Avinash, who informed me that rooms were available.

Mr. Wilson was still not picking up my calls. So my wife called up from our Landline and got him on line. He maintained at first that no rooms were available. When my wife conveyed to him the information received from Mr. Avinash he began to hem and haw. He at first tried to tell her that he was from the "marketing dept", and not from the hotel. When my wife persisted, he said that he would be only able to give us 25% discount on the next reservation. This piece of information, if true, was not made clear anywhere in your ad. Mr. Wilson then said that he would call back by 4.0 pm on the same day.

Going by his track record, we knew that he was not going to call but we gave him benefit of doubt. As expected there was no call from Mr.Wilson.Then on 22nd Nov when I called and got him on the line, he told us that he could give 60% discount on fresh reservation. This was NOT acceptable to me and I informed Mr. Wilson as such. I was in effect told by him then to to do whatever I liked but that the money would not be refunded nor would the booking would changed over to another date.

If Mr. Wilson is right about company policy, this, Mr. Bakshi, is a clear case of cheating. We were perhaps naive to believe your ad in the paper. We received neither email confirmation nor any receipt for the payment made. At the time of booking or when my wife first contacted Mr. Wilson on 17th October, he failed to inform us about company policy, if any, regarding change of booking dates or refund on cancellation. If he had bothered to inform, we would have cancelled the booking.

In this case we feel absolutely cheated. I request you to look into the matter. Please refund the money or alternatively give us a reservation on dates convenient to us at no further charge. At the same time, you may want to look into your "marketing dept" staffed by people like Wilson who have no idea of honesty or proper communication with your customers.

We hope that you will consider my request and do the needful. If I do not hear from you, I will be forced to consider legal recourse.

Yours faithfully,
Premchand Nair,
Andheri East, Mumbai
cell: 9833248066

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