Yatra Online / Yatratrip.in — Hotel Room booked twice due to booking error

On 13 Oct, 2020 we made a booking through Yatra on mobile browser, for a room worth ₹7941 at Golkonda Resorts Hyderabad while standing near the reception, around 1:40 PM. The payment was done through UPI and while redirecting it showed failure.

We logged into the app and found no booking there and there was no email as well. So after 10 mins, we assumed that it would be refunded and dropped an email as well to Yatra. We then started making a new booking, this time via the app and paid via Credit Card and the booking went through smoothly and we got the email as well.

Then when we reached hotel we found that there were two bookings under the same name:[protected] and[protected]. We rechecked and found that we got 2 emails, one at 1:51 PM and other at 1:53 PM.

We realized that one of these emails was from the first payment, and immediately dropped an email to Yatra support. The hotel management understood the issue but said that only Yatra can give us the refund. We only used one room during our stay there and repeatedly tried to communicate with Yatra but their customer support was only available via email so we did just that.

We got an email reply that they didn't find any failed transaction, and we explained again that it got booked twice. The Yatra official said that the bookings are non refundable but they have forwarded the request for cancellation to the hotel and asked us to wait. Since then we have not received any proper investigation into this. Every time they just state that they see two transactions and say if something failed it will be refunded

What they fail to notice is that the faulty system led to 15 mins delay in booking confirmation so we made another booking. Since we haven't used the other booking, we should get a refund. Atleast if not in cash, in some form of Yatra credit. This is a fraudulent practice to put the customer at loss for a service that wasn't even used.