This is to bring to your notice that, we had a bad experience by opting for Make my Trip as our travel agent. The problem started at the booking stage itself. We had booked for your package tour to Kerala (Hills and backwater). After we made the payment, our vouchers came in batches and that too after several calls and reminders. Calling your customer care is a pain as we need to repeat the same things to different persons. The person booking did not take any responsibility or follow up. The problem doesn’t end here it just gets better.
When we arrive at Cochin station, there is no pickup for us. When we contacted the customer care, we got the response - “Our Hotel booking reps only come by 9 AM, so we can’t help”. The land line no. given of the taxi vendor was of no use, as no one picked up the phone. After several calls we managed to speak to one Mr. Ravinder Kumar who claimed to be a supervisor. All this while I and my wife were waiting outside Ernakulum (Cochin) station waiting for our transport to the hotel. Finally one cab came and we thought we were on our way, but no such luck. The driver said the car has a flat tire and needs to be changed. We finally started at 11 AM instead of 7 AM from Cochin to Munnar. As a result we lost valuable holiday time.
On reaching Igloo Nature Resort another disappointment awaited us. While booking for the trip Ms. Rajneet Sohal had insisted upon taking the Igloo resort claiming it to be far superior to the Misty mountain property. I had seen both the websites and was very much interested in Misty Mountain. She claimed that Igloo had a better location and view; also the rooms were better in Igloo. I took her word for it and ended up with further disappointment. The hotel is good 10 km before Munnar. It is not even on the route to Munnar and is actually a big de-tour. The resort is in a secluded village way below the Munnar hills. It has no tea plantations around it. While misty mountain has a much better location and a definite better choice. I felt cheated by Make my trip. I have a strong suspicion that Igloo resort is giving a bigger incentive or discount to ‘Make my trip’ to book people at this place. This resort claims a rack rate of 4000 rupees, which is a joke considering its location and lousy food.
I am also surprised that no representative, manager, Ranjeet or Ravinder bothered to check back with us, about our trip. I myself am from hospitality industry and my wife is veteran of customer care, we understand that problems happen and complaints are a part of our work, but utter lack of commitment and apathy is uncalled for. Probably, I wouldn’t have had to write this mail if anyone would have checked back on my trip. Well I for one would not be booking with ‘make my trip’ again and would advice others to follow suit.
Also must mention Ms. Manjeet was the only person in your customer care who was a little helpful when we wanted to change the travel plan for the last day. It was too little and too late.
Regards,
Sandeep Chatterjee
Professor – M. S. Ramaiah College of Hotel Management, Bangalore
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Booking ID: IN0911B00385 Was this information helpful? | 
