| Address: Club Resorto Vacations Pvt Ltd Building No.-24, Level-3, Okhla Phase III, Okhla Industrial Estate, New Delhi, Delhi 110020 |
| Website: www,clubresorto.com |
I am writing to formally lodge a complaint against Club Resorto regarding their holiday package offer, which has been marred by false promises, misrepresentation, and inadequate service. The details of my experience are as follows:
1. Initial Interaction:
o On 12/05/2024, Club Resorto invited my family and me to collect a free holiday voucher and movie tickets at the Holiday Inn hotel in Cochin.
o Upon arrival, we were surrounded by aggressive salesmen who pressured us into considering their holiday package.
o They presented enticing benefits, including stays at four-star and above hotels in India and abroad.
2. Deceptive Sales Tactics:
o The sales team falsely claimed that the deal was available only that day.
o They assured us that if we changed our minds, a full refund would be provided.
o We paid Rs. 51, 000, expecting a 24-month EMI plan with interest borne by Club Resorto. However, the entire amount was deducted upfront.
3. Lack of Customer Support:
o There is no helpline number for immediate assistance or discussion of tour plans.
o Communication is limited to emails, which take up to 48 hours for a response.
4. Booking Experience:
o We attempted to book a hotel in Munnar, but Club Resorto offered only two subpar options.
o Despite it being off-season, we expected better choices.
o False promises led us to believe we could access top-tier hotels, but the reality fell short.
5. Website Inconsistencies:
o The website (https://travel.clubresorto.com/service/clubresortoflights) promised access to 4-star, 5-star, and above properties (excluding Taj and Oberoi).
o However, we couldn’t find affiliated hotels in Cochin, such as Ramada, Marriott, or Hyatt.
o The booking site lacks a comments section for preferences.
6. Other Promises:
o We were assured amenities in hotels (except spa) and complimentary breakfast.
o International hotel access and travel benefits (except visa fees) were promised.
o Pet-friendly options were also mentioned in the agreement.
7. Communication Challenges:
o We expected an online portal to choose properties, but we can only communicate via email with the travel team.
o Lack of phone support makes it difficult to address concerns promptly.
8. Conclusion:
o Our experience with Club Resorto has been disappointing and far from what was promised.
o We request a resolution and a refund based on the misrepresentation and inadequate service.
We urge Club Resorto to rectify these issues promptly and uphold their commitment to customer satisfaction with a refund of the paid amount. We look forward to a timely response and a fair resolution with full refund.
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