Ibibo Group / Goibibo — Hotel booking cancellation charges | |
I booked two rooms at one hotel in Shimla through goibibo.com on 06th Apr 2016, the booking was from 22nd Apr 2016 to 24th Apr 2016. My booking id is HTLUZEL5ZJ. The total bill amount was Rs. 10, 712/-, after all adjustments and discounts I paid Rs. 6, 812/- from my credit card. But because of some emergency we have to cancel our plan and hotel booking as well. I filed a request for cancellation on 08th Apr 2016. This was approved by goibibo.com. After that I got a message that Rs. 949/- will be refunded to my bank account after all adjustments. I immediately contact them; they said this is as per our policy and showed me a long calculation. I have paid Rs. 6812/- and they are refunding Rs. 949/- against it, which is almost 86% of paid amount. The tariff of hotel is 2500/- per room per day, And I paid to them Rs.5863/- for just holding the booking...means Rs. 2932/- per day, which is more than the hotel tariff. I didn't understand their policy of refund and they are also not taking my complaints seriously. I have asked them to take 10% or 20% as cancellation charges but they are not interested. Still there is 13 more days for 22nd Apr, they will get any other booking easily and they have charged me as well. They are making fool of the customers. Request you to kindly look into this. Thanks. Was this information helpful? | |
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Ibibo Group / Goibibo customer support has been notified about the posted complaint. | |
 3 Comments | |
Comments
Dear customer
Greetings from Goibibo
With regards to your email, Kindly note that When you cancelled the booking at that time as per the cancellation policy you will get 50% refund if you cancel the booking before 12th Apr.
So as per the cancellation policy of hotel and goibibo kindly find the below calculation :
50% cancellation charges would be calculated on the vendor amount i.e. INR 10400 which comes upto INR 5200.
Cancellation charges would be deducted from the paid amount of customer i.e (INR[protected] = 3512).
Then from the actual refund amount i.e. INR 3512 goibibo cancellation charges of 10% & 3% will be deducted i.e. (INR[protected] = 2849)
Refund amount of the you is INR 2849 and according to our policies refund firstly goes in gocash account then the remaining amount is credited in your bank account.
Gocash credited - INR 1900 & Card Amount INR 949.
We hope that above is in order.
Also please note that the calculations are done on the basis of cancellation policy
We are resolving the issue from our end now. You will also receive a link in order to resolve the same and hence request you to click on the link and close the case on a positive note.
Also do let us know in case of any further assistance required. We will be happy to assist you.
Thanks and Regards
Vaishali
Go Care Team
Greetings from Goibibo
With regards to your email, Kindly note that When you cancelled the booking at that time as per the cancellation policy you will get 50% refund if you cancel the booking before 12th Apr.
So as per the cancellation policy of hotel and goibibo kindly find the below calculation :
50% cancellation charges would be calculated on the vendor amount i.e. INR 10400 which comes upto INR 5200.
Cancellation charges would be deducted from the paid amount of customer i.e (INR[protected] = 3512).
Then from the actual refund amount i.e. INR 3512 goibibo cancellation charges of 10% & 3% will be deducted i.e. (INR[protected] = 2849)
Refund amount of the you is INR 2849 and according to our policies refund firstly goes in gocash account then the remaining amount is credited in your bank account.
Gocash credited - INR 1900 & Card Amount INR 949.
We hope that above is in order.
Also please note that the calculations are done on the basis of cancellation policy
We are resolving the issue from our end now. You will also receive a link in order to resolve the same and hence request you to click on the link and close the case on a positive note.
Also do let us know in case of any further assistance required. We will be happy to assist you.
Thanks and Regards
Vaishali
Go Care Team
Dear Ms. Vaishali,
Thanks for sharing the calculation of cancellation charges...I have understood now how you guys makes fool of the customers. This is how your policies works, the entire amount would be paid from customer's pocket.
I have few points (you can say this as the objection) where i am not very clear :
1.) Why you deduct cancellation charges from the gross amount, which i think should be from paid/net amount.
2.) After all deduction you took your amount first (gocash, goibibo charges)...then if there is any balance left that you paid to customer. Means all burden levied on the customer only.
3.) In my case I paid Rs. 6, 812/- from my card after all adjustments and discounts. After cancellation and all your calculation I get Rs. 949/- back in my account. Means you deduct Rs. 5863/- from my money for holding the hotel booking for two days.which is almost 86% of my payment.
4.) Hotel tariff is Rs. 2500/- per night and I paid Rs. 2931/- per day for just holding your reservation.
Goibibo is the worst service I have ever seen, will not your services again. You have the most customer non friendly services one could ever seen.
Thanks
Thanks for sharing the calculation of cancellation charges...I have understood now how you guys makes fool of the customers. This is how your policies works, the entire amount would be paid from customer's pocket.
I have few points (you can say this as the objection) where i am not very clear :
1.) Why you deduct cancellation charges from the gross amount, which i think should be from paid/net amount.
2.) After all deduction you took your amount first (gocash, goibibo charges)...then if there is any balance left that you paid to customer. Means all burden levied on the customer only.
3.) In my case I paid Rs. 6, 812/- from my card after all adjustments and discounts. After cancellation and all your calculation I get Rs. 949/- back in my account. Means you deduct Rs. 5863/- from my money for holding the hotel booking for two days.which is almost 86% of my payment.
4.) Hotel tariff is Rs. 2500/- per night and I paid Rs. 2931/- per day for just holding your reservation.
Goibibo is the worst service I have ever seen, will not your services again. You have the most customer non friendly services one could ever seen.
Thanks
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5th Floor, Good Earth City Centre, Sector-50, Gurgaon, Haryana, India - 122018
Greetings from Goibibo
With regards to your email, we would request you to provide us time till sunday so that we can check and solve it to your satisfaction.
Also please note that the calculations are done on the basis of cancellation policy
Thanks and Regards
Vaishali
Go Care Team