Complaint Details

Status	:	Closed
Complaint No	:	0027490/2014
Category	:	Hospitality
Date	:	31-05-2014
Subject Line	:	Hotel is not giving refund after booking cancellation
Complainant	:	Satyanarayan Agrawal
Address	:	Flat No 502, A6 Building, Kumar Pinnacle Society, Tadiwala Road Pune- 411001
Complainee	:	Hotel Girija Resort Mahabaleshwar
Address	:	Hotel Girija Holiday Resort, Shivsagar Bhilar Tal. Mahabaleshwar Dist Satara

Complaint Details
I have booked Hotel Girija Resort Mahabaleshwar for 1 Night/2 Day stay from 04-May-2014 to 05-May-2014 on 26-Apr-2014 from www.Hotelgirijaresort.com and while booking the site navigates to www.packago.com (Ezeecloud). We paid Rs 2091/- for booking and our booking Reference number is HGR020014007399200019. Before booking we have talked to the online customer care executive Mr. Sudhir (Ph: 09035003981) of Ezeecloud and he told us that the swimming pool facility is there and is operative. Also we inquired about the cancellation policy and he told that it is 100% refundable and does not gave details about hidden terms and conditions. After booking the next day we called the hotel desk and talked with Mr. Ganesh Wadkar (Ph. 08275911905) and inquired about the hotel amenities. He told us that Swimming pool is very small and cannot be used for the elders. On that basis we wanted to cancel the booking. For that we called several times the number given for the cancellation (Ph. 08067038888) but no one responded anytime. Then we called Mr. Ganesh Wadkar on hotel desk and he accepted that on cancellation, 100% of amount will be refundable to the customer. Then we sent an email requesting cancellation of our booking at bookings@ezeecloud.com. In response to our mail they acknowledge the cancellation but said there is no refund and 100% of the booking amount will be charged. These sayings of customer care EzeeCloud guys are contradictory with their own words and the hotel desk guys. It seems that the EzeeCloud guys don't want to refund our amount and are going against the policy of the hotel. These people are not honoring their words on what they said at the time of booking. In addition to this, the EzeeCloud guys didn't bother to respond our call but when we tried from other number they immediately responded. After repetitive calling to them and hotel manager Mr. Ganesh Wadkar (8275911905/8796335905), they cancelled my booking and sent me the confirmation mail on 29-Apr-2014 and told me that I will get the refund amount on or before 13-May-2014. I dint get any amount till 13-May-2014 so I again called them on number given on website but they dint pick my call. So I replied to their mail and want the status of refund. They replied that my cancellation date is today's date and I have to wait for another 10 days to get the refund in my account. I surprised to look that email. It is totally cheating with the customers. They have changed their own words. My cancellation date was 29-Apr-2014 but they put me in a loop of false commitments. I got their reply on 18-May-2014 in which they wanted my account details. I have provided my account details on 19-May-2014. I got another mail from them on 20-May-2014 with subject: Refund Initiated By PG -HGR020014007399200019. "This is to inform you, that your refund request has been initiated by the payment gateway and the amount will be paid to you within the next 7 working days. Kindly find the details below." In that mail cancellation date is showing 13-May-2014 which was totally wrong. My cancellation date was 29-Apr-2014. I replied to that mail on that day itself to seeking clarification on the false cancellation date. But these guys don t want to give any response. We are still waiting from their end to get the refund and mail. We are doing continuous follow-up but these guys are pathetic.
As I have booked Hotel Girija Resort Mahabaleshwar through the hotel website http://www.hotelgirijaresort.com so please contact to the esclation department of hotel itself. This hotel has tieup with Ezeecloud.com and www.packago.com for booking and payment. But I dint interact with them directly. So the Hotel Girija Resort will be the sole responsible to refund money due to cancellation. I am also in contact with Mr. Ganesh Wadkar (Hotel Manager): 8275911905, 8796335905. He promised me several times that my refund already initiated and will credited in account soon. But I dint get anything.

Hotel Website: http://www.hotelgirijaresort.com/

Also attached the contact details of Hotel Girija Resort Mahabaleshwar, confirmation mail regarding booking cancellation received on 29-Apr-2014 and Refund initiated mail received on 20-May-2014.
Also attached my credit card account details sent to them for refund.

I kindly request you to resolve this matter and help us to get our refund of Rs 2091/ and reasonable compensation for time consuming, mental agony and mobile bills at your earliest.

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