Complaint Details

Status	:	Closed
Complaint No	:	0056899/2015
Category	:	Travel
Date	:	12-12-2015
Subject Line	:	cheating in providing the hotel booking for a four star but providing below 1 star
Complainant	:	SARFARAZ AHMAD
Address	:	Q-20 BATLA HOUSE, JAMIA NAGAR,
Complainee	:	MAKE MY TRIP
Address	:	SP Infocity 243 Udyog Vihar Phase 1 Gurgaon, Haryana - 122 016 India

Complaint Details
I made the following complaint on 11.11.2015:
"Hi,
This is regarding booking id NH7116213802400 for the Hotel Happy Home, Mainital, which was booked by me (Sarfaraz Ahmad). I had booked deluxe lake view room with breakfast and dinner including tea coffee maker & bathroom amenities. Here is the points which I would like to highlight are- when i alongwith my wife went to the Hotel they showed us room on ground floor Room No. 102 which was totally different with the pictures & facilities, which were showing on your mobile app. Water Tap was liking in the bathroom and toilet sheet (WC) was broken. Room was very small even was not enough for 1 person. Outside of the room there were stock of garbage & wastage even no one can sit for a moment in the room due to smell coming from the stock of garbage & wastage.
When we asked for our room which we had booked i.e. Deluxe lake view room including all facilities which were mentioned at the time of booking,The Manager of the hotel bluntly refused to give the room which we had booked through make my trip app. But on the other hand he states that "we can only provide you room no 102 which is only available with us." It's pertinent to mention here that the manager of the hotel had refused to listen us and he shouted on us and said " Leave the hotel right now and contact with make my trip as you had booked thru with them".

It is point out to you that as you know that we came from Delhi to Nainital to spend good & quality time and booked this hotel through make my trip. But all the promises which were given at the time of booking were failed.
I further point out to you that i have spent 3 hours to search a new hotel in which i can stay with my wife. It is further point out to you that we were harassed by the hotel staff and also make my trip. We have called many times to customer care number for resolution of my problem but the make my trip failed to resolve this problem.
I am attaching herewith the pics taken from inside and out side of the room of the hotel, which speaks the condition of that room.

Now i request you to please refund my booking amount along with the charges i have paid to another hotel and also request you to compensate me as my whole day have been waste.
I further call upon you to de-list this hotel happy home from make my trip.
I am waiting for prompt response."
I also made several reminders and finally on 08/12/2015 i received the following mail from the MMT:
"Dear Mr. Ahmad ,

Thank you for contacting MakeMyTrip Customer Support on the issue of bad feedback for the booking id NH7116213802400.

Your query is important to us. We apologize for the delay in response and will strive to provide a quick resolution to your query. We assure you of high quality service and regret any inconvenience caused due to the delay. We were unable to respond you within the committed timeline due to high volume of queries. We appreciate your patience in this regards.

We are sorry to hear that this inconvenience led to the last-minute hassle during the trip, loss of time and money, change of itinerary, and mental stress to you and your family members and friends. We assure you that this feedback will be discussed with the concerned individuals teams to improve our customer’s holiday experience and avoid such instances in future.

We will share the feedback with the hotel to ensure complete elimination of such unpleasant instances in future. Going forward, we hope this matter will not prejudice your view of MakeMyTrip. We have taken cognizance of your comments and the spirit in which you have shared your feedback. We assure that every possible attempt is made to ensure complete satisfaction. Your experience has assisted us in exploring possibilities for further improvement in our service levels, for which we are thankful to you.

Further, as discuss with the higher authority they have decided to refund you the amount of INR 1500.00 in the form of future travel voucher. Please give us the confirmation so that we forward it to concern department."

I again sent the following request on the same day i.e. 08/12/2015:
"Hi,
I am in receipt of an e-mail dated 08/12/2015, which is the response of my complaint dated 11.11.2015. By the said email dated 08/12/2015 you have offered me Rs. 1500/- only in the form of future travel voucher. It is pertinent to mention here that I have booked the Hotel Happy Home for 11.11.2015 and paid you an amount of Rs.2966/-. My reason for booking this hotel is only to spend a good time with my wife. But, as I have already told you the experience which I have gain on 11.11.2015 at Hotel Happy Home, Nainital and further your representatives who failed to resolve the issue on that day. My most of time was spent to call your representatives and when they failed to resolve the issue. I have no option but to search another suitable hotel. In searching another hotel I have spent another 2-3 hours and spend Rs. 5,700/- for one night. Therefore I have spent a total sum of Rs.8,666/- for one night in Nainital and suffer pain, mental agony and harassment and further it is already point out to you the behaviour of your representatives and the Hotel staff.
I as a regular member of make my trip not expecting the said reply from an esteemed company. Therefore I again request you to please again look into my complaint dated 11.11.2015 and pay me a sum of Rs.8,666/- which I have spent alongwith compensation as deemed fit in the facts and circumstances as narrated in my complaint."
I request you to please look into my complaint and refund my hard earned money with compensation.
Sarfaraz Ahmad

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