Club Mahindra Holidays — reservations - extremely disappointed and dissatisfied member - worst customer service!

Hi Club Mahindra members. I had dropped this mail to the ceo, head of customer service and board of Club Mahindra. 2 months later I did not get a solution to my complaints and finally ended up ruining my holiday. I usually refrain from using social media as channel to voice out complaints but these guys did not leave any choice but to do this. I am not sure how many of you face similar issues, but honestly these guys do not care for their members. Not a single response from their CEO, customer service head or any senior person in club Mahindra. It is a huge failure and I am really looking forward to see how they respond to my social media posts of all the mails, recordings and conversations from here on.

This is my first mail to them...

I am Mahindra Holidays customer since 2011. My membership ID is 1790927

Wanted to bring to your notice how the Chennai off Holiday advisors ruined my holiday plans.

I am based out of Dubai.We bought this membership to spend good holiday time with our family members . We are usually group of 10 adults and 2 kids, out of which 4 of them are senior citizen (80 yrs +) and 6 o[censored]s don’t stay in country. Planning a holiday at Mahindra is important part of our annual get together. Club Mahindra resorts have been perfect for this gathering and every year we holiday at one of the properties as the resorts are good and we usually have good experience.

This year also we planned a short break in June to Pavana property for which I first called on 26th March and spoke with Holiday advisor Maharaj - he mentioned bookings will start on 3rd July . I did mention as Pavana is difficult to get I was assured if I call first thing on 3rd May I will get the booking. I also check with him about season and he mentioned that it is white season for Pavana. He adviced that I should send an email addressed to him so he can do the booking.

In about 2 weeks time I did send a mail addressed to Maharaj about booking at this stage and I was sent an standard reply- call on 3rd May.

3rd May I could get through the call centre at 9.40 am . Please note I had started calling from 08:45 am in order to not miss out on the booking. That day they mentioned it’s Purple season and I would not get booking as I am Red studio member. When I asked for Maharaj he did not come online and I was told that I will receive a callback, which I did not get. Later when I called he finally came online and did admit that he had mentioned white season and that was a mistake. According to him in less than an hour he heard the voice recording and when I asked for it they took a request to send which I have not received till date.

Later, I was put on to supervisor Benjamin - I was to receive a call from him which I never did.

After constant follow up with Deepak who introduced himself as supervisor mentioned that they haven’t been able to access the Voice recording . He also mentioned that he has blocked my requirement and I will get booking once they can resolve things. This happened around 10th May. I was also provided the booking reference which is 3475902 and he assured that I should not worry and he will take care of my request and also promised to call back.

Since I did not hear or get an email confirmation even after sending email reminders, I called on 26th May and I was told my confirmation voucher is cancelled as multiple booking is not possible. But I was also given another voucher number 3489393 for the same booking on 26th May and I also spoke with Benjamin since Deepak never called or came online on that day. Benjamin mentioned he will call in 2 hours which he never called post followup. I finally received a call from Vijay Kumar- complaints department. He mentioned that there is a Technical issue with the recording, which he couldn’t not explain clearly and he mentioned he would get back by 29th May.

As usual I did not receive any call on 29th May. Post followup on mail and calls I finally got call from VijayKumar on 31st May that they finally heard the recording and I cannot get booking post talking for about 15mins. He also admits that on 26th March Maharaj mentioned it will be off season. He also mentioned he will get back in 2 days.

On 2nd June I am told I can not get booking as a studio member can not get in purple season. All this was dragged for 5 weeks. I did provide another membership number as part of the group coming also have a membership. To this I was told no rooms are available.

I fail to understand if my issue is not resolved and there are rooms blocked on my name till 31st May before even resolving the issue availability is gone.

To Summarise-
- Staff kept lying in order to sweet talk.
- In process of trying to be friendly they don’t understand issue and give highly automated responses and standard replies.
- No one reads mails and responds.
- They admit and say we give DIPLOMATIC answers - are they not supposed to give direct answers.
- There are no solutions provided as staff is not trained enough to resolve issue. They never respond just avoid a customer.

Something that they could have replied politely denying my request with a fact that it is purple season. They dragged for 3 months with a lot of stress and trauma.

As I write on 2nd June I am told they will still get back!

I do have all the recordings post 3rd May. And all the copies of email. Please let me know where you want me to send them and it will give idea of my ordeal with your executives.


Please note that since we are 4 families and all located in different part of the world. It requires a lot of planning and coordination to organise this holiday. After being harrowed for 5 weeks I am told nothing can be done and I have nowhere else to go at this stage. I am extremely disappointed with your service and I will highly appreciate of you could help me organise my holidays at Paavna from 14th to 18th June.

Thanks and Regards