The complainant made a hotel booking via the website www.agoda.com at Paradise Homestay, Pachmarhi, Madhya Pradesh for 19th Aug 2022 to 21 Aug 2022 for a party of 6 in 3 Double Deluxe rooms.
The images of these rooms as advertised on the website were totally different from the actual rooms provided on the 2nd floor of the hotel. The images advertised on the agoda website were of Executive class as informed by owner and not Deluxe class. Those Deluxe rooms provided at the hotel were very filthy, small and congested.
After having an argument with the owner, it was revealed that the booking came through an intermediary a2z Rooms and that the owner had nothing to do with Agoda. They weren't tied up with Agoda agency for their bookings.
Agoda policy stated that payment can be made at the property while a2z rooms sent an email insisting on upfront payment online to confirm booking. Agoda had provide a contact number stating in their e-mail that it was of property, but it came out to be of a2z rooms.
The complainant called on the contact number provided by agoda, asking if payment e-mails were from the property or any spurious email.
To the biggest surprise, it was a2z rooms' contact number and to convince the complainant that they were genuinely asking for payment, they shared the complainants credit card number, expiry and even CVV number on whatsapp with the complainant from another number, which is a clear breach of trust. Payment of 19, 581 rupees was made on a number sent by this contact number on whatsapp.
The site Agoda asked to save the card details but the complainant did not agree to sharing her card details with any third party whatsoever. This is a clear case of financial fraud and cheating and leaves the card details vulnerable for misuse.
After heated debate with the owner on the fact that rooms booked were on basis of images shown on website, the owner agreed to give 2 executive class rooms out of which only 1 was identical to the one shown on website. 1 remaining room was provided on 20th Aug 2022.
However its roof was leaking from various points over the bed and the couches after slight rainfall.
No Wifi was provided as it had been advertised in the amenities given in the website.
This unpleasant incident has caused immense inconvenience and spoiled the entire holiday experience and since our money was blocked due to no refund policy, a separate hotel could also not be booked.
The complainant wants a total refund as compensation for the breach of privacy and the mental agony caused to the complainant and her friends.
Was this information helpful?
Post your Comment