Club Mahindra Holidays — Refund request due to misleading commitments and breach of trust membership no.3058124

Address: Ludhiana

I am writing to formally lodge a complaint against Club Mahindra Holiday regarding my refund request, which remains unresolved despite repeated follow-ups and escalations. Below are the key details of my grievance:

Misleading Sales Commitments:

I was promised a 7-night annual stay during the sales process, but the points system only allows for a maximum of 4 nights. This significant discrepancy amounts to a breach of trust.
I was also assured that I would receive 4, 000 points and ₹10, 000 worth of food coupons within 10 days of purchase. To date, these benefits have not been delivered, further undermining the credibility of your commitments.
Cumbersome Booking Process:

The process of requesting hotel bookings and day extensions is highly inconvenient and unjust. Even after paying ₹1, 21, 500, your properties are often unavailable, even for bookings planned months in advance. Competitors like MakeMyTrip provide confirmed bookings within 24 hours, highlighting the inefficiency of your system.
Non-Utilization of Services:

I have not utilized any benefits or made any bookings through your services to date, which reinforces my demand for a refund.
Delayed Receipt of Welcome Kit and Refund Request:

I submitted my initial refund request on October 28, just two days after my purchase. I received the welcome kit on November 16 and, after thoroughly reviewing the terms and conditions, submitted another cancellation and refund request on November 17.
Unresponsive Customer Support:

Despite following the escalation process outlined in your matrix (Stages 1, 2, and 3), I have only received generic and unhelpful responses via your chatbot system. No team member has taken the initiative to resolve my issue or follow up, despite my persistent efforts to escalate the matter through all available platforms.
Dismissive Behavior and Lack of Accountability:

Your dismissive attitude toward customers, particularly after payments are made, is deeply disappointing. This lack of accountability reflects poorly on your company’s commitment to customer satisfaction.
Response to Refund Request:

Request for Resolution:
I demand an immediate and full refund of the ₹1, 21, 500 paid for this membership. If this matter is not resolved promptly, I will be compelled to explore legal remedies available under the Indian Constitution and escalate this issue to the relevant consumer protection authorities.

I request an urgent response from a senior representative to ensure my refund is processed without further delays. I hope your team values customer trust and resolves this issue amicably without the need for further escalation.