Complaint Details

Status	:	Closed
Complaint No	:	0062183/2016
Category	:	Service Provider
Date	:	30-06-2016
Subject Line	:	Unsatisfactory Services & Refund Of Holiday Package (IN1605B2S675350).
Complainant	:	Vinod Kumar Singh
Address	:	1204, Classique Tower, SPR Buildtech, Imperial Estate, Sector 82
Complainee	:	Make My Trip
Address	:

Complaint Details
I would like to bring it to your notice and on records that we had a
horrifying experience booking our holiday package (Delhi Kashmir
Delhi) with your organisation Make my trip. It was a struggle to get
information and response from your team once I had paid the full
amount for the booked holiday package (IN1605B2S675350).

I am totally disturbed and dissatisfied with your services and yours
team approach to resolve my queries raised during this trip and demand
remand of the amount paid for the holiday package;

a) I raised a request to cancel my (Vinod Kumar Singh) to and fro
tickets on June 17, 2016 over phone, your representative told me that
I will be getting a call from one of your travel partner to cancel the
same. However I never got a call from anyone regarding the status of
the ticket cancelation till June 20, 2016 (for cancelling June 20
ticket) and June 25, 2016 (for cancelling June 25, ticket). When I
enquired in your office I was told that my phone was not reachable
hence the ticket (Delhi - Srinagar - Delhi) were not cancelled. My
query to you is that if my phone was not reachable why I was not
informed on mail about the status or text on my mobile that my phone
is not reachable by you or your travel partner. I consider it a
deliberate attempt from your end not to cancel my ticket as when my
family reached the airport my tickets were shown cancelled by Indigo
airline. I require you to refund me the balance ait ticket amount post
cancellation.
b) On reaching the first booked destination (Peacock House Boat) on
June 20, 2016 my family was denied lunch by the House Boat stating
that the House Boat need to be informed in advance about lunch (which
was never motioned in your Itinerary). When we raised this issue with
your team they first tried to justify that it is a guest mistake
however later apologized for not informing us in advance.
c) On June 21, 2016 when my family reached Hotel Signature (claimed as
3 Star property which was under construction), the guest were not
provided with any welcome drink (as mentioned in the Itinerary), the
hotel staffs were rude and provided 4 rooms in 3 different floors. We
have to yell our lungs out to convince them (we have old parents and
kids) to give us rooms in one floor which they finally agreed. The
rooms were not provided with basic toiletries, towels provided were
dirty and rooms were shabby. When Yash Srivastava of Make my trip was
contacted he rather than helping told that I have provided you of the
option of 3 Star & 4 Star property you should have checked in google
before confirming Make my Trip to book the option. My question to you
is if I was to finalize and check everything why should I pay to you
as a service provider hence I demand you to refund all the hotel
charges (Signature Hotel) which I have paid you for booking.
d) June 22 - 24, 2016, Hospitality and Stay at Woodstock hotel was
comfortable. However the Hotel was under construction.
e) June 24, 2016 at Srinagar before checking in Hotel Triden Kashmir
Resort the Hotel was called on at around 4.30pm to confirm booking,
which the Hotel confirmed. However when my family reached the Hotel
they were told that only 2 Rooms can be provided in Hotel Triden
Kashmir Resort and other 2 Rooms would be provided in other Hotel
which Triden Kashmir Resort claimed it as their B Block (it was around
1 Km away from the Triden Resort and was by the name KS Palace,
situated in a remote corner with narrow approach road, photographs
attached). The rooms which Make My Trip representative, Ashutosh and
the Triden claim to be Suite was giving an appearance of a place meant
for doing some kind of illegal activities. My family (8 members) has
to accommodate in 2 Rooms. When my family asked the Hotel to give us
in writing for not providing with 2 rooms, Hotel Triden insisted for
refunding the amount in cash, which my family denied and finally
Triden General Manager Imitiaz Khan gave the letter (Hotel letter
attached). I demand you to refund me the whole amount of booking Hotel
Triden and compensate for the inconvenience caused to my family.

Please treat this mail as initiation of dissatisfactory service and
demand for refunding the holiday booking package (IN1605B2S675350).

Thanking you

Vinod Kumar Singh

Replies