Goibibo — Harassment

Website:

www.goibibo.com

My complaint to the company:


1. I understand that you have a have mentioned that non related couples may not be allowed in some of the hotels while they would be welcomed in others. How would a customer be sure that the hotel he/she is checking into follows what policy?

Don’t you think that it is Go ibibo’s responsibility that before accepting the payment it should make sure that the customer will be allowed to check in into that particular hotel or not?

Or does the customer comes to know about the same only when he is standing with his/her luggage in the hotel’s reception and is embarrassed by the hotel staff.

My question is HOW WOULD THE CUSTOMER KNOW?


2. My second concern is that since I had not checked into the hotel, how could I get a confirmation message from Goibibo? Does your company entertain a customer only to the point where the payment is made?

Or as an answer to this will you send me another highlighted text that it is all automated ( and we don’t care what actually the customer is facing)
How can a confirmation message and a feedback message be sent to a customer if he has not even checked in.
This is complete fraud and will definitely be reported.

3. My third complaint is that your customer service is very rude and misguides the customer.

I was told that the payment was already transferred to the hotel so a refund could not be made which is an absolute lie because the payment is only transferred to the hotel when the check in is done.
I confirmed it with the hotel management and your CSR lied to the customer who was already troubled and was in much need of help.
So your CSR lie and I had not only talked to a CSR but also to the floor supervisor who I’m sure is well aware of the company’s policies.


4. The Supervisor lied that he had already spoken to the hotel management which he had not, when I confirmed with the Hotel staff. I felt like a complete fool. What a brilliant customer fooling service. I was not even offered an alternative stay.


5. My next concern is that how you are a dynamic, progressive and female friendly company if your customers are checked into places where they are humiliated. What have you done for your female customers?


6. Do you have a blanket policy for everyone and are your polices are so orthodox and rigid that you rather lose a customer that help them out with other alternatives?


7. At last but not the least, if a person is denied a check in in a hotel why does he/she have to try to reason with you to get a refund?

Why is it that an entry level CRS has the authority to bluntly deny any help to the customer but it requires the approval of the top brass to get a refund?
This is the fifth day and a refund is not yet made.

I am utterly disappointed and angry as a customer and as a person.
I feel cheated and fooled and I will do everything I can to make sure that customers like me are not harassed by you.
I have proofs in the form of messages and audio conversations for all the complaints that I have stated above.