Goibibo.com — Refund of Cancellation

Website:

www.goibibo.com

I booked a hotel Kumararaja Palace, Yelagiri for 3rd October, 2015 and paid required amount online from goibibo.com site. My booking id's are 'HTLHNCEND3' and 'HTLPMYUMY2'. Due to some unavoidable situation we have to cancel the booking. On the site, it was showing 'Free Cancellation upto 1st October, 2015'. So, I called goibibo customer support center and cancelled the booking on 30th of September. They said due to the hotel policy, they can't refund the amount (1800rs +1800rs). Then I've connected with the hotel personally on 30th september and the revenue manager (Christopher Thomas) agreed to repay the amount. I have added a conference with goibibo voice support associate and made them clear on the item.

But the so called goibibo customer care sent a cancellation mail to wrong e-mail id. When I called them on 6th october I came to know on this. Since the hotel didn't received the cancellation e-mail on right time from goibibo they are not ready to refund the amount.

But it's totally goibibo's fault. How the customer may know whether they sent the e-mail to correct e-mail id or wrong e-mail id??

Until today, I've called goibibo more than 20 times. Every time they are telling please be on line and we are connecting with hotel. More than 20mins I was on hold every time and they didn't picked the call again. Such a WORST behavior
from goibibo customer care.

I have all the calls recorded with me.

Also, all 20 times I've repeated the same story to everyone who attended the call. Last time, I asked them to connect with the supervisor and added conference with hotel person. While the hotel person explaining the mistake from goibibo side, he suddenly cut the call.

I'm highly irritated with goibibo. I'm not asking refund for the service which I have used / or late cancellation. I did everything perfect from my end and received such a very poor and irritating response from goibibo.