Complaint Details

Status	:	Closed
Complaint No	:	0026845/2014
Category	:	Travel
Date	:	22-05-2014
Subject Line	:	Customer ripped due to miscommunication/indecisivess of the company
Complainant	:	Ravikumar
Address	:	#3306, 21/A main, vijayanagar 2nd stage
Complainee	:	SmartStay.in
Address	:	L 283, Dreams Mall, Bhandup West

Complaint Details
We had booked a scuba diving package to Murdeshwar for 9 people. We had mentioned well in advance that we would be carrying 2 infants on the trip.The guest relation officer at SmartStay.in was never decisive and had been communicating that kids could be carried on the boat,only that we have to take special care. The guest relation officer gave us an impression that kids can be carried and also promised to send their diving club number to get more information (which never happened till last minute).This made us think that confirmation from diving club was only for formal approval and we made other travel arrangement with kids.Finally we called the diving club on the day prior to the actual date and came to know from their diving partners that kids cannot be carried. But it was too late to drop the kids since our friends had already started from different locations with kids. During the diving too there was no clear decisiveness, we could see one associate is Getting life jackets for the kids and one is not agreeing to take the kids. Finally we agreed to their diving club's terms only on the assurance that we will get refund for 2 mothers (who could not dive since they had take care of kids).But once we came back from diving, no money was refunded and they were only stating to the 'No refund' clause in payment voucher.The same voucher also has 'Guest Note - 2 kids'. Only one clause is being conveniently used against us.Ripping off the customer of his hard earned 9000 rupees due miscommunication from guest relation officer is not acceptable and not right on SmartStay.in's Part. They cannot punish the customer due to lacunae in their own policies/guidelines.Please help us to get refund.

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