Complaint Details

Status	:	Closed
Complaint No	:	0015092/2014
Category	:	Others
Date	:	26-02-2014
Subject Line	:	Falsification of domestic hotel booking
Complainant	:	Abhilash Basavaraj
Address	:	402, Anmol Planet, Sector 10, Kharghar
Complainee	:	Yatra Online Pvt. Ltd.
Address	:	G-102, Orchid Pride, Swami Vivekanand Road, Santacruz (W), Swami Vivekanand Rd, Willingdon, Santacruz West

Complaint Details
Complaint text:
We had booked Hotel Phoenix Park Inn at Candolim, Goa. The booking was done on 12th Dec 2013 for our stay in Goa from 11th Jan 2014 to 13th Jan 2014. The booking reference no. is 01121315265. I am attaching herewith the booking voucher sent through the email. The booking was confirmed during the booking from Yatra and the Hotel by telephone.
However, when we arrived at the hotel, all exhausted due to delayed arrival, we were told that the booking is NOT confirmed. We were not given any reasons for non-confirmation of the booking. Also we were asked to move to a different hotel (Hotel Keys Ronil). Even though we were very tired we had to move to different hotel with all the luggage.
The new hotel was nowhere near the accommodation we had expected and the food was preposterous.
We are extremely disappointed and disgraced by the treatment from Yatra and the hotel. Since this booking was done through Yatra and the trust of a frequent customer has been broken, I expect Yatra to compensate for the in-convenience we have been through.
Yatra has accepted that it was their fault. Even after multiple correspondences, Yatra is not ready compensating suitably for their fault.

Consequences:
Following are the reasons for disappointment with Keys Ronil:
1. We were shocked to see a cockroach as soon as we entered one of the rooms.
2. The swimming pool was dirty and even at 10:00am, we did not see anyone cleaning it up.
3. The food was absurd and definitely nowhere near the quality we expected.
4. Due to change of accommodation, our local travel plans had to be changed, which lead to extra expense for the trip.
Relief:
a) Yatra should pay Rs 24,181/- the total booking charge.
b) Yatra should pay me a compensation of Rs 1,00,000 for causing losses, mental agony, harassment and inconvenience for me and my friends.
c) Yatra should pay me the cost of Rs. 10,000 for expenses incurred (or that may incur in the future) for filing this complaint.
d) Interest @ 12% pa on above amounts till the date of realisation of claims.

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