Courtyard Holidays World — Non Performance Of Service Agst Package Id : CHWGN6158

Address:	Okhla, Delhi
Website:	www.courtyardholidaysworld.com

Wanted to highlight our concern for non-response cum performance & false commitments made by the Courtyard team against Holiday package bought from the organization, with other serious concern also against customer service delivery: -

We bought a Hotel package on dated 23/10/2021 vide Package ID CHWGN6158 (10 years).

Have mentioned below various instances where we faced serious service issues from Company’s end:

· We wanted to plan a trip to Dubai during Christmas holidays i.e., from 23rd Dec to 27th Dec 2021 for which we started communication with Sales team (Mr Manthan - who sold such package - But no resposnse over phone) - Thereafter we sent a mail to the team on 30th Oct 2021. Till 6th Nov 2021 we didn’t get any appropriate revert regarding the package/booking options / Property at Palm Jumeirah island (which has been specifically assured from sales team while selling such package) etc.

On 6th Nov 2021 (after 6 Days), team reverted that we need to change the dates since these dates are blocked.

(This was specifically asked before purchasing the package that any date will not be a problem including such peak days)

This was the first incident where we have been cheated by the Courtyard team with a false commitment that peak dates (New year/Christmas/Valentine) will never be a problem.

· During this tenure of waiting for revert from the Courtyard team (from 30th Oct 2021 to 6th Nov 2021) we tried contacting the sales team (Mr. Manthan / Mr. Akshit Kakkar ) multiple times but they never responded.

· We tried connecting the Sales Team even after that revert of date change to clarify from the Sales Team but no one responded.

· Later we visited their Okhla Office on 11th Nov 2021 to meet the concerned person and sort this out. There we met Ms. Urvashi Das (Customer Care Head) and explained our problem to which she said that they will revert within 24hrs. We made a written complaint on the same but didn’t get any revert even after that. We tried connecting to her over a call (contact number mentioned over the visiting card) but surprisingly that was the wrong number.

This is really strange & unethical that the Customer Care Head is providing her visiting card with wrong contact details.

· By this time, we were so frustrated that we wanted our money to get refunded. Hence, wrote again to their team 14th Nov 2021 for the same. But no response over email/ call. We kept on sending regular reminders but no one had the courtesy to respond to a customer.

· On 20th Nov 2021, we visited their Okhla office again but failed to even meet Ms. Urvashi Das or any other Customer Care person. Hence, we made an entry at the register and came back.

· Till today we are awaiting any revert from their Customer Care Team.

· On 28th Nov 2021, we again tried to get another booking at a domestic location “Rishikesh”, and again booking was not initiated stating the hotel is not available whereas the property was available on other portals.

· On 30th Nov'21 & 1st Dec'21, We got reply that our case was transferred to the senior department & they will arrange a call with seniors but all assurance were just in talks - No action till yet,

· While selling package - They didn't specify that Breakfast not included - Post purchase confirmation recd from their team on call that No Breakfast included in package at our properties,

· Lastly, Package Cost as Finalized was 1, 50, 000/- (including finance cost). While at the time of payment, Card swipe was done for Rs. 1, 40, 000 & they mentioned Rs. 10, 000 will be the finance cost but actual Finance cost is 14, 022 - which is again an excess charge of Rs. 4022 from the team - Now they are saying to write to reservation team for such.

There have been multiple instances wherein we have faced service issues and high level of Negligence, Dis-satisfaction and nobody has come up for resolution.

We feel cheated by their representatives (Sales & Customer Service team) & this type of customer service wasn’t at all expected in this industry.

We would appreciate to opt out ourselves from such package & issue us the package refund amounting INR 150000/-

We look forward to resolution to our refund issue at earliest.