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I booked New Sea Palace Houseboat, Srinagar for one night(check-in date - 18/04/2022) through Cleartrip on 24/03/2022 by paying the full amount. I also received booking confirmation from Cleartrip. Upon reaching the hotel on 18th April, they said they do not have any booking from Cleartrip and denied my check-in. When I called Cleartrip, they said "it is not our fault" and denied responsibility. They said they could I could either wait for 1 hour, while they try to search for alternate hotel without any guarantees, or I can get a refund, with a measly 10% compensation for their negligence. It was 5pm and we(my parents and myself) were very tired after travelling the whole day. Being in a new place and with no place to stay, we were very tense and worried. So, we also started searching on our own, in parallel with Cleartrip. Almost all of the other hotels were booked(peak season in Srinagar), and only high-end hotels were available online. Cleartrip said they will not bear the difference of cost for the new hotel that we decide to book. We asked a local agent for other hotel availability, and he was able to get one in 10 minutes, which costed around 1.5 times our initial booking. Cleartip was extremely slow, and called us after 1.5 hours, about alternate accommodation. By this time, we had already checked-into the hotel that we found, and asked for full refund from Cleartrip, and 200% compensation for the mental agony that we had to go through, and the increased cost of the new hotel.
After multiple email exchanges and extreme response times o[censored]pto 11 days for each response from Cleartrip, we agreed on 100% compensation. I also said I will levy 1.99% interest per month compounded(same as that of credit card used for booking), for further delay. Each time, there was never any proactive response from Cleartrip. For some emails, I was promised a reply within 3 days, but no response was received even after 11 days. even after 48 days from the date of check-in, I am still yet to receive compensation. They said they have already sent the compensation to my account on May 15, 2022, but I am still yet to receive it. I asked for details for transaction, and I yet to receive it even after 5 days. This clearly indicates that Cleartrip never has initiated the compensation transfer and is just stalling in the hope that I will forget about it.
In short, Cleartrip took booking amount from me, but did not book the hotel. They denied responsibility for this. They took almost 30 days, and multiple reminders to reverse this amount. They promised 100% compensation, but still have not provided it after 48 days.
All the email exchanges have been attached. The extreme delay and incompetence of Cleartrip can be observed.
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