[Resolved]  Ibibo Group / Goibibo — Worst company... Horrible customer care center... Beware from goibibo

Address:	560017
Website:	www.goibibo.com

Dear sir,
On 14 mar 2016, i booked one room for one night stay in hotel emperor palms, delhi for 26 mar 2016 through goibibo online service (Goibibo booking id: htlff33fxg) and for which i paid rs 1061 (After putting a coupon code of rs 1638). When i reached to hotel emperor palms on 26 mar 2016 at 1215 hrs, i got room at around 1245 hrs as cleaning was going on. When i entered inside the room, the room condition is not good and found quite different as shown by goibibo in their website and moreover there was some noise was also coming inside the room as like some construction work is going on. Immediately i called to goibibo customer care executive around regarding the same issue through telephone. He told me to send the pic in goibibo email id so that goibibo will talk to hotel. So, i clicked and send a pic to goibibo email id (Only one pic option is available there) and from their i got a response in which he wrote that hotelier mr tejendra will talk to you regarding the issue. After sometime i got a call from hotelier in intercom in which he inform me that there was some cleaning work was going on thats why that noise was coming. When i asked him to change the room as in this room no 001 instead of putting curtain, they put mat (Pic already sent to goibibo), hotelier said me that you have to pay approx 1000 rs extra for that so finally i vacate that room and hotel around 1545 hrs and moved to another hotel.
Instead of putting so many complaint (1824456, 1846828, 1861325) in goibibo till now i didn't got any positive response from goibibo side. I don't know why their customer care executive are more loyal towards hotel and believe in hotel talk. Here is the reply of their executive

Dear sunil,

Greetings from goibibo.com!!!
This is in reference to your booking id htlff33fxg. Pertaining to the issue you raised for hotel complaint. We would like to inform you that we checked with hotel and they advised that their check out time is 12 noon. As per hotel they advised you that the room is getting cleaned and will be ready within next 10 minutes, which you booked. Hotel have informed that you arrived in hotel at 12:25 pm and room was allotted at 12:45 pm.

As per hotel they told you that that they have launched new premium rooms last month meanwhile your room is cleaning they will show you the new rooms. As per hotel you agreed and saw the new rooms and asked about the prices. As advised by hotelier that you told him that you are single and will check out tomorrow hence you will take that room in future.

Moreover as per hotel there was no construction going on. Hence they do not agree for refund. We would request you to please send us the pictures of the hotel for the construction work so that we may forward the same to hotel.

Regards,
Megha sharma
Gocare team

There are few questions for goibibo:
(1) check in time is 1200 hrs and when i already reached there 1215 hrs then why hotel is not able to provide me room till 1245 hrs. In goibibo website its clearly written that check in time is 1200 hrs. Then don't you take any action against hotel regarding the same issue.
(2) in goibibo website the pic shown is quite different from the actual one which is available in room. In room, there is mat in window instead of curtain and the condition of table and chair is quite visible in pic which is already attached with the initial mail.
(3) why there was so much noise till 1430 hrs outside the room. Why there cleaning was going on so long.
(4) instead of talking to customer care executive through telephone and email, why they don't take any action to resolve the issue then and there only instead of leaving the matter to the hotel.
(5) even now also magha sharam mam want few more pic of that hotel as a proof (As i already informed to that mam, in her goibibo website there is only one pic attachment option is available, thats why i don't click anymore pic).
(6) instead of asking so many proof from me, why don't you ask to hotel to send screenshot of cctv footage of my arrival.So that you are able to find out at what time i actually reached at hotel.
Please do the needful.

Regards,
Sunil bhandari
[protected]