MakeMyTrip — Refund not given - policies not stated anywhere

Address:

Karnataka

I am truly disgusted with your company. On 14th of August I was supposed to travel to Goa and stay at Villa Fatima hotel. On 14th morning, my mother in law passed away suddenly. I called makemytrip to cancel the reservation. They assured me that it was cancelled. This has not happened. On top of that, the cancellation policy clearly states that I should have gotten back my refund minus one day's hotel rent. The call center rep shamelessly told me that i would not get any money back as there is a new policy that states if you cancel on the day, you will not get anything back. When I asked to speak to the supervisor/manager, that shameless woman said "just because some policy is not stated in the confirmation, does not mean it is not there". How sick and shameless can you be? Also, what happened to your guarantee for a 100% refund? You should have followed the policy and returned the money minus one day's fee. The call center supervisor also promised to call me back - I have not received that call yet! And she was the rudest person i've spoken to ever. Is this the unethical and illegal way you people work? All your guarantees are fake and policies unwritten. You treat your customers like crap. I will take this to consumer court. You have cheated your customers and made a mockery of your profession. Disgusted!!! I expect a resolution to this immediately. And I want to know why I was not called back by your call center rep.