Heena Tours and Travels — JK3 tour complain and refund request

Address:

Mumbai City, Maharashtra

Dear Sir / Madam, We faced too many challenges during the JK3 tour scheduled from 15-22 May 2014. 1. Per tour manager Mr. Rajneesh, due to communication gap between Heena tours and Hiltop hotel of Gulmarg, we waited for 1-2 hours on arrival at Hilltop hotel. 2. Hilltop room at Gulmarg was not cleaned, towels were wet and many similar issues on arrival 3. Later there was water leakage from roof to the bed and also noticed rat (mouse) in the room located next to extra bed on floor! 4. List of issues we faced, goes on and on for the hilltop, Gulmarg hotel. 5. Similar challenges faced when we arrived at hilltop, Pahalgam. 6. No lift services through 2 days of stay, broken extra bed and it took long time to change it, heater was not provided until it was escalated to tour manager. 7. List goes on and on for the hilltop, Pahalgam hotel. 8. I personally explained the issues faced at Hilltop, Pahalgam with Heena tours CEO, Mr. Prabhubhai Joshi as well on 21-May-14 (Wednesday) and later to Hilltop management. 9. Brand new bag wheel was broken during the bag shifting done by your team. It's damaged badly. 10. As you can imagine it's difficult to put the cost for such a trouble we faced during vacation. I request you in writing for at least 20% of the charges to be refunded to cover for the significant trouble we (entire family) faced during the tour, JK3. Please don't hesitate to call me for any clarifications. Please do the needful. Prior to escalation, I wrote above to Ms. Alpaben Sethia at Heena Tours and Travels, Mumbai office (through her we did the booking) but she is giving all kind of excuses. I informed her that I'll go ahead and escalate the mater & she is fine with that. Thanks Chetan Vithlani E: chetan.[protected]@gmail.com