[Resolved]  Club Mahindra Holidays — confirmed reservation rejection

Sharing the email sent to club m three weeks ago, no resolution yet..

Hello club mahindra team,

My membership number is 774690 and i've been a member with you for roughly a decade. This email is further to my chat with surya (Member relations) on 21st aug regarding membership cancellation... He promised to call back on 22nd and am still waiting for his call.

Over the last decade, i've had a few pleasant but multiple disturbing experiences (Most while booking wrt availability)... However, the experience last week was absolutely disgusting and beyond tolerance.

To give you some background, i had a confirmed reservation (Cv number 2893646) at innsbruck, austria from 20th to 24th (Booked early may 2018). Basis this, i planned my entire trip around copenhagen & austria (Vienna and innsbruck). As i was with a family of 9 ppl in total, i booked the next door hotel guberhof for the additional 5 adults. I reached your resort along with my parents (Age 68 and 63) & other family members around 6 pm & presented the cv doc. The staff conveniently said "we don't have rooms & this confirmation doesn't exist".

After about 10 mins of requests (As my father cannot walk due to a knee injury), the lady (Gabriel stiebleichinger) says pls move to another property somewhere in central innsbruck. She redefined rudeness & did not even bother to offer a cab to a hotel guberhof 300 mts away... Despite seeing my father's pain, forget about a glass of water.

She also mentioned that she had sent out a confirmation email to club mahindra and to me (Details attached) regarding the cancellation a week ago. We asked for the copy, which she refused to give any as it is a comunication between two partners and the need to take permission from you. They did not give copy of mail to me despite repeated request for several times under different excuses!!!

Can you imagine the state i would have been with these 9 ppl (Including 3 senior citizens and 2 kids)? It was extremely annoying, disturbing, embarrassing & unpleasant to say the least. Had it hapen in india, we could have managed but being in a country at distance-7000 km away, it was almost a nightmarish!!!

Pls note that i would like to request an immediate refund of membership fee and all asf paid so far. My reason to request this is due to the cost i've born to accommodate ppl at innsbruck due to your fault, forget about the ticket costs that are to and fro from mumbai (Inr 9.3 lacs as a rough estimate fyi).

Am firm on my decision and would request you to avoid any explanations / retainer procedures. I'll be forced to escalate this terrible experience across consumer forums, media & hierarchies should you fail to support the request. Look forward to hearing the date & amount details.
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Oct 29, 2017
Complaint marked as Resolved 
Club Mahindra Holidays customer support has been notified about the posted complaint.
Verified Support
Sep 22, 2017
Club Mahindra Holidays Customer Care's response
Dear Sir,

We apologize for the experience. We are working on your concern raised by you on Facebook and shall have it addressed at the earliest.

Warm Regards,
Club Mahindra Team
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