Complaint Details

Status	:	Closed
Complaint No	:	0003274/2013
Category	:	Travel
Date	:	13-02-2013
Subject Line	:	Misbehaviour of staff, hitting, locking of resort gates to not let me out, blackmailed me to call cops if I addressed this issue to Consumer Court !!
Complainant	:	Kalathil Lake Resort
Address	:	Chemmanakary (North of Kumarakom) Akkarapadam P.O., Vaikom Kerala, India. Pin: 686 143.
Complainee	:	Yogita Chopra
Address	:	302 S.T Road, Near Diamond Garden, Chembur, Mumbai

Complaint Details
I booked this hotel through Ezeego; an online travel company on 19th January 2013 for 2nights from 10th Feb' 13 to 12th Feb' 13. Before I booked my stay, I called the hotel to confirm the exact address and they informed me that it is in Kumarakom whereas the location is in Vaikom which is 25kms from Kumarakom. When I left from my current location in Fort Kochi, I had to take a taxi because this resort has no access to public transport. When I reached the main road, I called to confirm where is the resort and they said I have to come inside a lane. The resort was 4-5 kms inside and this was'nt informed to me earlier. I spent Rs.2000/- from Alleppey to this resort. When I checked in, I was given a non clean room and all my luggage was thrown on the floor by the time I came into my room. I called the reception and they did not talk to me properly. In fact, they started shouting and telling me that it was all ok. Then I went to the reception to find out about their in house massage centre called Birla Ayurveda Centre. I went there and the person's name was Setu who spoke rudely to me when I inquired about the different types of massages as I was'nt feeling too well. He was rude and again started shouting that this is all what we have; if you want it then its ok else you can just leave. I was shocked with his behaviour. I called the reception and informed them about the issue but nobody came to discuss anything. There were 2 ladies at the reception; one pregnant and other was a girl. I went to the reception and explained to her what happened; so she said I cant help you with this as her Senior Manager was not in the office.

Then there was a property manager called Sharad or Sharat. He asked me what was the issue. This was the 3rd person I explained my issue of the massage centre's mis behaviour and my luggage being thrown on the floor and the mis guidance of the transport facility to the resort.

He said he cant do anything about it and we have to wait for Vinsi; marketing and reservations manager who would be coming in on Monday (11th Feb' 13). I also spoke to Anoop who was on his visit to Mumbai for travel fair. He said I also cant to anything and hung up. Spoke rudely. He was the 4th person I spoke to on 10th Feb' 13 when I checked in.

I wanted to know who owned the hotel so that I could talk to the person directly. It is owned by Dr. Bahulay (Not sure if I spelt it right). I asked the staff for his number but they refused to share. They gave me Executive Director's number and name. His name was Mr. Varghese. I informed the reception to inform me once he was in the hotel tomorrow (11th Feb' 13).

I wanted to order dinner and when I inquired, they said we dont do room service and you need to have buffet as a compulsion for which they charged me Rs.300/-. I told them I wished to order food on my own but they said if I wish to eat I can else I have no choice. This was their attitude and behavior.

When I reached the restaurant for dinner, the food was pathetic, no taste, unclean plates, dirty spoons. I had no choice and I left from there. I could not go out of the resort due to distance and no mode of transport.

Next day after breakfast, I went to reception and inquired if Mr. Varghese or Vinsi was in. Vinsi was there. Spoke to her and explained to her the problems I faced. She started abusing, shouting, and blackmailed me that she would call the cops if I made a hue and cry for my stay there. She said she cant do anything. I had no choice but to leave from there to my room. All 3 days, I was in my room locked.

Mr. Varghese came in but nobody informed him or me that we were supposed to meet. Next day was my check out. I went to reception again and they said why should we inform you or Varghese. You can just check out at 11am and get lost. Abusive language from Vinsi and other men came to hit me when I said I will not make any payment until I dont talk to Varghese.

I called Varghese and he said he would take 2 hours for him to reach the resort. I had called my taxi and I waited but Varghese didnt turn up. Finally I left from there and saw that the gates were locked. They abused me, hit me, over charged me and I felt totally unsafe as they could do anything.

I met Varghese at the resort gate as he had reached and he asked me the problem. I explained to him and he said this is how it is. I told him everything that happened but he had no courtesy to apologise. I told him I will be writing about this to Consumer cell and he was least bothered. I told him I want my total expenses back for all the misbehaviour your staff did to me in these 2 days but he said he wouldnt do anything like that and I could go and complain to anybody.

Now, I want all my money back. I paid Rs.7500/- for room stay. Taxi to reach there costed Rs.2000/- and going back I paid another Rs.2000/- and my food expenses they charged me Rs.1310/-.

My total expenses are Rs.12810/- and I want them back with an apology letter.

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