Goibibo.com — An inconvenient experience with goibibo Hotel Booking Services

Address:

Gautam Buddh Nagar, Uttar Pradesh

This is regarding to the booking IDs HTLZZYX5Z9, HTLUT5U4UE and HTLSZAA9ED for hotels. I booked the hotels with these IDs on 25th and 28th August 2014 through goibibo.com official website. The IDs HTLZZYX5Z9 and HTLUT5U4UE were generated for the same hotel(The Siena Village, Chinnakanal, Munnar) for two consecutive days and the ID HTLSZAA9ED was generated for the hotel Springdale Heritage, Idukki. While checking out of the hotels mentioned above I was asked to pay some extra charges(Seasonal Hike Charges) for staying in hotel. When I asked hotel manager about those charges, he told me like that those extra charges must be mentioned in my vouchers issued at the time of booking and my booking agent(i.e. goibibo) must have informed me about those extra charges already through mail OR message. When I chekced my vouchers, there was not mentioned anywhere about those seasonal hike charges. I showed up my vouchers to hotel manager and he checked it also and didn't get any information regarding seasonal hike charges in my vouchers. He asked me to contact my booking agent regarding that matter. At that time I contacted goibibo customer support for assistance and told them about those charges and asked that I was never informed by them about the paying seasonal hike charges but they seemed helpless and didn't resolve my issue. Unfortunately I had to pay those extra charges to hotels(Total amount : 5500 INR) as I had to checkout from the hotels to further continue my trip with no more delay. This is my question to you why I should have paid for those charges which were not mentioned in my vouchers and if they were applied later then why I was never informed by you either by mail or message or any call. It is also mentioned in your vouchers under Cancellation Procedures section ''The policy applied to your booking will be the one displayed at the time of booking and on your voucher only." If I were informed already by the time about those seasonal hike charges by you, I would have cancelled my booking to those hotels and booked other ones. This added a unwanted hassle experience in my trip. I have written my query to gogibibo customer care so many times and asked them to refund my amount but they are not in any condition to accept their fault and to not refund my amount. Please see the extra charges paid details mentioned below. Hotel Name Extra Charges paid The Siena Village, Munnar - 4000 INR for 2 days(2000 INR per day) Springdale Heritage, Idukki - 1500 INR for 1 day(1500 per day) Total Extra charges paid = 5500 INR