MakeMyTrip India — BBL Hotel Solutions (Roof Top Cottages) Pangot used MakeMyTrip Platform for fraud

Arrangements to book hotel facility of Hotel M/s BBL Hotel Solution in the name of Rooftop Cottages, Cottage Prop No-306, 307, 308, 309, 310, 913, MADHYE RAKBA, VILL GHUGHUKHAM, PANGOOT THANA-NAINITAL, DISTT. NAINITAL, UTTRAKHAND-563139 through Make my Trip Platform desk for 2 Duplex Pine Cottage with Balcony and Rooftop Cottages were made by me on 28th June 2021 and 2nd July 2021 for our stay from 21st July 2021 (Check in) to 25th July 2021(Check out) and payment of Rs. 12752/- through Make my Trip Platform and Rs. 15600/- vide payment desk of Razorpay, payments to the BBL Hotel Solution. Due to arising situation of natural calamities of heavy rains, floods, lightning strikes, Hills Disasters, Waterlogging, Road Blockages, trip to visit Nainital was cancelled by me and confirmation of cancellation was confirmed by return mail and the promise to refund the payment for both the rooms booking was also confirmed by mail confirmation code 218800 dt 14th July 21 (copy enclosed) from the hotel team. Payment refund of Rs. 12752/- was made to me however the refund of Rs. 15600/- has still not been made to me till date despite of repeated requests.
The series of events towards booking of Duplex Pine Cottage with Balcony at Rooftop Cottages of BBL Hotel Solution through Make My Trip platform and cancellation is given hereunder:
“I had booked 1 room (Duplex Pine Cottage with Balcony) at Rooftop Cottages, Pangot, Uttarakhand on 28th June 2021, bearing MakeMyTrip ID: NH[protected], PNR: [protected], for Check-In: 21st July 2021 and Check-Out on 25th July 2021 (Refer Booking Confirmation from MakeMyTrip). The booking was confirmed and the confirmation messages as well as the receipt, mentions the name of the contact person as Lovedeep: as the host with contact no.- [protected] & email id: BBL.[protected]@gmail.com to coordinate any travel-related query about arrival time, key exchange, special request, etc. We had selected this hotel after thorough scrutiny because we were very keen on the choice of location, size, and quality of the hotel.
The next day i.e. on 29th June 2021, I received a WhatsApp message from the host Lovedeep, wherein he suggested that the booking I have made through MakeMyTrip was made under budget due to some technical glitch and they will offer me the same price and I can book it through offline mode. I refused the offer as I got a good price through MakeMyTrip and ignored the offer.
Next, on July 1st as my family members (father and elder brother along with his family) also agreed to accompany for the trip, I booked another room (Duplex Pine Cottage with Balcony) at Rooftop Cottages on 01st July 2021, bearing MakeMyTrip ID: NH[protected], PNR: [protected], for Check-In on 21st July 2021 and Check-Out on 25th July 2021 (Refer Booking Confirmation from MakeMyTrip). This time also the booking confirmation message, as well as receipt through MakeMyTrip, mentioned the name of the person as Lovedeep as the host and his contact no.- [protected] & email id: BBL.[protected]@gmail.com, to coordinate any travel-related query of arrival time, key exchange, special request, etc. Same time I got a message from Lovedeep and he suggested that he has not confirmed the reservation and I can cancel the booking as he has all the rights to see the reservation price as well as my contact number. He suggested by giving a good offer and a better price to book the room offline. As, he offered a good price and I, thought that he is a genuine representative on behalf of MakeMyTrip offering me a good price offline. I booked the room this time for Rs. 15, 600/- (vide payment desk of Razorpay, payments to the BBL Hotel Solution).
The payment of this was requested and the link of same was shared via Whatsapp, on mail as well as on Message (Refer link of the payment shared over e-mail). I cancelled my booking through MakeMyTrip and booked one room for my family offline for Rs. 15, 600/-. Lovedeep messaged me and told me that the booking is confirmed and as their system is facing some technical glitch it’s not generating vouchers of booking. You will be notified with a voucher as soon as this will be sorted.
The next day, 2nd July 2021 when I didn’t receive the vouchers, I messaged him and he told me that he was still on it and he will share the offline vouchers with me. On 6th of July 2021, he shared offline confirmation through email wherein he confirmed the booking from 21st July 2021 to 25th July 2021 and Rs 15, 600/- paid for the room (refer to an e-mail dated 06th July 2021 from BBL Solutions mail id the same id is mentioned on the MakeMytrip confirmation receipts).
Due to some unforeseen circumstances, I had to cancel my whole trip for which I had sent the mail to the hotel authorities on 13th July 2021 requesting to cancel both of my bookings for two rooms dated 21st July 2021 to 25th July 2021 one which is made via MakeMyTrip and other through the offline booking (BBL Hotel Solutions the same enlisted on the MakeMyTrip platform and for which the e-mail id and contact number was exchanged) and initiate the full refund process for both the rooms (As per cancellation policy Free cancellation till 21st July 2021) (Refer email dated 13th July 2021).
The next day i.e. 14th July 2021, I got the email through Hotel Authorities that This is to inform you that we have cancelled both the reservations. The amount will be reflected in the same mode of payment within 7 business working days (refer to the email from Hotel Authorities dated 14th July 2021).
I got the refund back for the online booking made through MakeMyTrip but the one made through offline mode (through Lovedeep Sharma the host whose email id, as well as contact number, is shared on the receipts of MakeMyTrip) and with whom my contact number is also shared through MakeMyTrip platform) the refund of Rs. 15, 600/- is still not received.
I called the representative numerous times, also to Hotel Authorities the owner of the cottages (Mr. Ankit Jain) and another representative (Mr. Himanshu Sharma) but none of them ensured me about the refund. The phone of representative Mr. Lovedeep is switched off and he/anyone else is not responding to my calls, e-mail, messages.
Till date, more than 2 weeks have passed and I have not received a refund of Rs. 15, 600/-. Platform of MakeMyTrip (wherein contact details of a fraudulent person were displayed, making guests to believe that the information furnished is true and scrutinised) was used as a tool by the hotel management and their representatives like Lovedeep to create a fraud with Guests.”
Keeping in view of above eventful incidents, it is very clear that mala fide fraudulent measures have been adopted by the Hotel Owners, Representative using the Platform of Make My Trip along with association of the MakeMyTrip working functionaries. From the above it is very clear that full authority regarding handling/ control of booking facilities and all related financial transactions (including viewing rights) have been delegated to Make My Trip Functionaries, Hotel Owners and their representatives which has helped them to execute such fraudulent tactics to defraud the customers. It also is a threat towards the confidentiality of the customer credentials.
I request yourself to kindly investigate and initiate immediate measures with the Hotel Owners of M/s BBL Hotel Solution of Rooftop Cottages, Cottage Prop No-306, 307, 308, 309, 310, 913, MADHYE RAKBA, VILL GHUGHUKHAM, PANGOOT THANA-NAINITAL, DISTT.NAINITAL, UTTRAKHAND 563139 to refund the remaining amount of Rs. 15600/- immediately to safeguard the trust generated by Make My Trip Service Industry so far, as I am utilizing the Make My Trip facilities from the last six years and such type of incident has never taken place in my earlier utilization of services from the Make My Trip.
Hoping to have positive solution for refund of my Hotel booking amount of Rs. 15600/- at the earliest.
Regards
Truly yours,
SANJEEV DOGRA
email id-sanju.[protected]@gmail.com