Goibibo.com — Goibibo overbooked a hotel, lied to me that they are upgrading me to new hotel, and now not providing me any alternative, neither refunding my money

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Bangalore, Karnataka

I booked a hotel TSG Blue resort, Havelock from goibibo online portal on 11th September. The two booking I made were of following id's HTLRHBFMY6, HTLBB528MM. Before making the booking, I called your customer care to make sure that the hotel was available on given dates. Their response was yes. Once the booking was done, I received a mail which clearly stated "Your booking is confirmed. Kindly do not call us to confirm" But to my surprise, I receive a mail from Ms. Manika Gupta that TSG Blue resort was overbooked and I am being upgraded to some other hotel. Well the cheating started from here, because the new hotel being offered was not an upgrade but a deterioration from my existing booking. But Ms. Gupta didn't shy away from shamelessly lying to me. Maybe that's your company's policy. She then called me and told about this exciting '"ÜPGRADE" to which I straightaway refused. I wanted TSG or a real upgrade. She told me she will get back to me in 24 hours. I haven't receive a call from her since then. Just a mail that give us more time, we are trying to get the same old hotel. Everyday, I am calling your customer care because there are a tons of other bookings I have made based on your confirmation which includes my flight to Andamans. Everyday, I am being told to give some more time with no solution being given. I thought I have had enough and decided to just cancel my booking with you and take it from Yatra, for atleast they dont overbook. But to my surprise when I go to refund page, it shows the refundable amount as 0 because I used a promo code. And it shows my booking at TSG still confirmed. So I wrote a mail to [protected]@goibibo, in response to which Mr Ansul Singh contacted me on Saturday eve. He said that the issue will be resolved in by Sunday afternoon. But on sunday, I got a mail from him that the matter will be resolved in 48 hours. I waited patiently for 48 hours to pass, to receive another mail that it will take 24 more hours. I waited more till today when I have again received the same autorespoder mail that will will take 24 hours more. Well I dont know if you think your customers are fool but if you dont, then you are probably wasting your valuable money on having a client delight manager. If decision on a hotel booking ugrade can take 5 days in your company, you dont deserve to be in this business. Goibibo's client delight manager Ms. Anjali.[protected]@goibibo.com, who is always on cc yet her team is only sending me autoresponders in reply has totally failed in even ensuring that status is being clearly communicated to the client I dont think goibibo can solve my problem. Please refund my complete amount so that I can book my tickets from some more reliable portal regards Astha Saith