[Resolved]  Cleartrip.com — Non refund of booking amount

Address:

Mumbai City, Maharashtra

I have been a regular customer on Cleartrip.com site (Email ID : [protected]@gmail.com) having booked trips worth over Rs.2 lac for my personal travel alone.

I had booked a night at Hotel Ramada Inn Mumbai for the 24th of April, 2010 worth Rs.15,000 for my family including my mother, wife and son as my mother was visiting me from Kerala and we wanted to have a relaxed weekend.

However, rather than be holed up in a Hotel in Mumbai itself, we changed plans and wanted to go to Khandala and hence cancelled the booking on 23rd April after checking the cancellation poilcy on the website which just talks about a cancellation charge of Rs.300. (Iam copying and pasting the relevant page of the site at the bottom of this mail)

However on not receiving the refund till date (17th May, 2010) and on checking the status on the site which said "refunded", I called the customer care centre. The call centre agent (Sneha) now tells me that I will not get any refund as the refund policy applicable to me was entered under another option (cancellation for suite rooms) which is atleast 4-5 headings below.

Is it normal to expect a customer to check under options other than cancellation policy to know the detials of cancellation? Based on the message on the site on cancellation that my refund would be processed within 7 days time, I went ahead and booked in another hotel for the same weekend.

This has been an impact of Rs.15,000 which is certainly not a small amount.
I apalled by the callousness of the repsonse. I want my money refnded to me after taking the Rs.300 which is the only amount due.

Ramada Powai, Mumbai, Maharashtra, India Rename trip
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Booked by Sathyajith Divakaran on Apr 21 2010, 12:39 pm
Itinerary (Trip ID [protected])
Ramada Powai
Saki Vihar Road, Mumbai, 400095
Inclusions & extras
Inclusions for the Suite Room room:
All applicable taxes
Breakfast
Free stay for children under five (no bed)


[protected][protected][protected][protected]
Rate rules Hotel in Mumbai, Maharashtra, India — Ramada Powai
Cleartrip booking policy

Your hotel has laid down some rules, and it's our job to let you know what they are.
The primary guest must be at least 18 years old to be able to check into this hotel. Accompanying children must be under 12 years of age.
Standard check-in time is 2 pm and check-out time is 10 am. Early check-in or late check-out is subject to availability and the hotel might charge you extra for it.
The kids' tariff applies only to children up to 12 years of age. Children above 12 years are charged adult rates. Kids under the age of 5, sharing a bed with their parents in the same room, are normally not charged. Hotels will, however, levy a meal supplement charge for children.
The total price is inclusive of all applicable taxes. However, it does not include additional personal expenses like telephone charges, meals that aren't a part of your meal plan, any hotel services you use (like laundry and room service) or tips. The hotel will charge you directly for these when you're checking out.
Some hotels may require you to furnish a valid photo-id proof at the time of check-in. Documents that you can carry as id proofs include PAN card, driving license, passport or voter's ID card. Do carry any one of these to avoid inconvenience.
The rates are valid for Indian residents only. Different rates might be applicable to foreign nationals and non-resident Indians.
Cancellation Policy

Cleartrip charges a separate service fee of Rs 300 for all cancellations.
Only those cancellation requests which are made either online or on the phone to our customer support team shall be entertained. Cleartrip shall not be liable to entertain any cancellation requests made through any other medium including, but not limited to, sms or e-mail.
No Show

If you don't show up at the hotel, you'll still be charged the entire amount.
Modifications & Refunds

Cleartrip doesn't support changes and modifications to online bookings once they're made.
Don't call the hotel directly for reservation changes or cancellations. The hotel's agents can't make changes to or process refunds for these specially-negotiated rates.
We take at least 14 working days to process refunds for bookings cancelled online.
Your bank may debit its own separate charges from refunds made to your credit card or bank account.

Specific rules for Suite Room
If you cancel 48 hours before checkin, you will incur 1 room night charges.
Check-in Check-out Duration Rooms
12:00 PM Sat, 24 Apr, 2010 12:00 PM Sun, 25 Apr, 2010 2 days, 1 night 1 × Suite Room

Hotel booking details - 3 adults and 1 child travelling
1 rooms —Rs. 15,000.00 per room per night Room type Voucher # Guests Status
Suite Room CHMM-205860 3 adults and 1 child Refunded

Cleartrip booking policy

Your hotel has laid down some rules, and it's our job to let you know what they are.
The primary guest must be at least 18 years old to be able to check into this hotel. Accompanying children must be under 12 years of age.
Standard check-in time is 2 pm and check-out time is 10 am. Early check-in or late check-out is subject to availability and the hotel might charge you extra for it.
The kids' tariff applies only to children up to 12 years of age. Children above 12 years are charged adult rates. Kids under the age of 5, sharing a bed with their parents in the same room, are normally not charged. Hotels will, however, levy a meal supplement charge for children.
The total price is inclusive of all applicable taxes. However, it does not include additional personal expenses like telephone charges, meals that aren't a part of your meal plan, any hotel services you use (like laundry and room service) or tips. The hotel will charge you directly for these when you're checking out.
Some hotels may require you to furnish a valid photo-id proof at the time of check-in. Documents that you can carry as id proofs include PAN card, driving license, passport or voter's ID card. Do carry any one of these to avoid inconvenience.
The rates are valid for Indian residents only. Different rates might be applicable to foreign nationals and non-resident Indians.
Cancellation Policy

Cleartrip charges a separate service fee of Rs 300 for all cancellations.
Only those cancellation requests which are made either online or on the phone to our customer support team shall be entertained. Cleartrip shall not be liable to entertain any cancellation requests made through any other medium including, but not limited to, sms or e-mail.
No Show

If you don't show up at the hotel, you'll still be charged the entire amount.
Modifications & Refunds

Cleartrip doesn't support changes and modifications to online bookings once they're made.
Don't call the hotel directly for reservation changes or cancellations. The hotel's agents can't make changes to or process refunds for these specially-negotiated rates.
We take at least 14 working days to process refunds for bookings cancelled online.
Your bank may debit its own separate charges from refunds made to your credit card or bank account.

Specific rules for Suite Room
If you cancel 48 hours before checkin, you will incur 1 room night charges.