Complaint Details

Status	:	Closed
Complaint No	:	0014786/2014
Category	:	Hospitality
Date	:	05-02-2014
Subject Line	:	VACATIONS GATEWAY - NOT BOOKING HOLIDAY AFTER FULL PAYMENT
Complainant	:	D NAGESH
Address	:	BHUBANESWAR
Complainee	:	VACATIONS GATEWAY
Address	:	B46, SECTOR 49, NOIDA

Complaint Details
My holiday booking ID is BL00552.
I have taken holiday package from thier company after thier sales team staff Mr. Raghav explained to me about all terms in the package. He told me that the package is valid for 4 family members entitle for 4 nights/ 5 days of accommodation, which can be split into 2 parts, and also includes breakfast, lunch or dinner. I confirmed with him twice that the package can be used twice by 4 family members for 2 nights/3 days after split into 2 parts. I asked him for confirmation, he sent a mail stating all these details on 5/3/13 with “subject: Special holiday package in INDIA just Rs 5949/-“, along with hotels list as attachment. At the time of making payment also, I confirmed the same with ‘senior sales officer’ Mr. Abhishek Singh. After making payment, I got confirmation mail on 7/3/13 which also states that the offer is valid for 4 family members and split of the package is allowed for 2 nights/3days at one destination and rest 2 nights/3 days at another destination. I got confirmation call from Mr. Prateek Srivatsava, He also explained that the package can be used by 4 family members for 4 nights/5 days.
I was provided hotels list along with package details on 5/3/13. In that list, only 2 hotels were given in PURI, i.e. Sterling golden sands and Toshali sands. But, they booked at a cheap hotel in PURI even though I sent booking form 30 days before and requested you to book room only at either one of 2 hotels i.e. Toshali sands or Sterling golden sands in my application and through so many reminder mails from 10/4/13 to 12/4/13. They didn’t provide breakfast, lunch or dinner as you promised in my package. Also, they stated in mail on 10/4/13, after this reservation your membership will get expired. Immediately, I replied on 10/4/13 to them for clarification on the matter, stating as below. “I have 4 nights/5 days package for 4 persons, which can be split. So, I am splitting my holiday and using 2 nights/3 days now. I can use remaining 2 nights/3 days anytime at another destination. But, how you are saying my membership will get expire after this booking.”
They never clarified this till now, but simply saying it was expired, the package is valid for 4 members if used for 2 nights/3 days, 2 members if used for 4 nights/5days.
You can read the details of my package which clearly mentioned that ‘ The package is valid for 4 family members for 4 nights/5 days’, same was clarified with thier sales team staff with e-mail proof.
I request you to please do the needful as early as possible.

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