[Resolved]  Denzong Leisure Private Limited — extremely unprofessional and poor services

Dear Miss Jayita,
1. As per the itinerary it was clearly mentioned that all transfers will be on PVT basis in Innova / Similar. No where it has been mentioned we will be providing AC vehicle.
Answer : Following were the points mentioned in your itinerary you shared with us, I think which you have surely forgotten. I am attaching it here for reference.Further more we have paid an extra cost of Rs 10000 for the better car services, so it definitely must be with AC, and if it is not so you should have informed or check with us.

SPECIALITY OF DENZONG
 Own Vehicle
 Own tour guide
 Hygienic stay
 Quality and hygienic food.
 All air conditioned facility
 Local controlling office.
 Equipped for any type of medical facility 24/7
 Special care for senior citizen and infant.
 Internet facility on demand through i-pad/Tab
 Mobile phone on-demand.

2. Also, it has been clearly stated that Diver/Guide will be provided. Which we have provided. But when our reservations had come to know about the problem you were facing immediately a second driver/guide was given to you instantly at NO EXTRA cost.

Answer: As per our conversations on call (which unfortunately cant be attached)and mail, I confirmed with you several times about the guide, you always promised us about him. But what you have provided was just an another surplus driver civil dressed with no knowledge about bhutan tourist spots at all. Attaching a part of our conversation, if you have forgotten that as well please let me know I will forward you to remind you of that as well.

a) Please mention the approx time needed to cover every spot in front of it. So that we can visualize our trip. We are really not looking for an over exhaustive holiday.--------Few of the sightseeings will be enroute specially while travelling to Punakaha. So it will not be that hectic. To visit Tiger’s Nest you will need to hike up for atleast 1 hr one way .

b) Guide should be English/Hindi speaking. --- YES


3. All your calls & mails were answered on time from day 1 and no call was ever transferred to anyone. Even when you had called up on 18.04.14, after 22.00hrs your call was attended and pertaining to certain questions our reservations had also spoken to you.

Answer : Yes I do appreciate you took all my calls, but the hard truth is you refused to do anything about our concerns and asked us to contact Mr A.K Singh who also said Yes to everything like you, but never did anything to deal with our concerns after we reached bhutan.
We even had to deal with the NCP(who you have given our tour contract in bhutan) who demanded extra money for the guide since denzong havent paid them for the guide. IF required i can provide the confirmation by the driver. He was so frustated in the whole trip about his money.

4. Regarding the change in itinerary - pls note the same details was sent to you on 29.03.14. marking yourself and Ms.Priyanka Gupta. After that we had several conversations over phone and mail but you have never raised any issues on the same. Finally, the day before your trip when you had called up at night your call was instantly attended and all your queries were answered.

Answer : Yes, isnt it professsional enough at your end to even ask before changing our itinerary, because of which we missed so many points which were clearly mentioned in our itinerary.We never raised any issues because we didnt know anything about Bhutan, when we reached there then we got to know about it that it was terrible.
Becuase of your poor knowledge of the places and time required to cover them. For eg : you told us that following places will be covered inbetween Thimphu and Punakha . You didnt even know Wangdue and Punakha are not same places they are very far away and if have to be covered, it required an additional 1 day at Punakha. It was your duty to plan it properly for us or atleast to inform us. We missed following places beacuse of your change in itinerary and irony is even both the drivers were cursing the person who had created our itinerary.
Day 3 : Thimphu

PHAJODING MONASTRY/ WANGDI-TSE-MONASTRY

Day 4 : TRANSFER THIMPHU TO WANGDUE/PUNKAHA

1) Khamsum Yulley Namgyal Chorten
2) WANGDUE PHODRAGDJONG
3) PHOBJIKHS VALLEY/ GANGTEY GOMPA
4) CHENDEBJI CHORTEN

Day 6: Paro
DRUKGYEL DJON


So do you still think I should / will gonna delete my any negative comments which are as true as your poor services and knowledge.

Dear Mr.Goyal,

In reference to your mentioned grievance we are really sorry that we could not make your trip a good memorable trip.

Regarding your complaint we would like to clarify certain points:

1. As per the itinerary it was clearly mentioned that all transfers will be on PVT basis in Innova / Similar. No where it has been mentioned we will be providing AC vehicle.
2. Also, it has been clearly stated that Diver/Guide will be provided. Which we have provided. But when our reservations had come to know about the problem you were facing immediately a second driver/guide was given to you instantly at NO EXTRA cost.
3. All your calls & mails were answered on time from day 1 and no call was ever transferred to anyone. Even when you had called up on 18.04.14, after 22.00hrs your call was attended and pertaining to certain questions our reservations had also spoken to you.
4. Regarding the change in itinerary - pls note the same details was sent to you on 29.03.14. marking yourself and Ms.Priyanka Gupta. After that we had several conversations over phone and mail but you have never raised any issues on the same. Finally, the day before your trip when you had called up at night your call was instantly attended and all your queries were answered.

The way you are putting your negative comments on public sights it is damaging our organizations image and I am in receipt of a serious call from OUR legal department. On behalf of our organisation on serious note I request you to please delete your comments as soon as possible .

Dear Mr. Goyal,

I have read your complaint and i would advise not to withdraw your complain, but rather post it on multiple websites. I had also faced a major problem with this travel company and they show professionalism only when taking payment. They list too much in their itinerary and proposal just to attract the customer, but in reality they are just like other road side travel agents. Our tour was a complete disaster, because of the poor hotel and guide they provided. I am sure you must have read my complaint too.

So any one reading this complain are very humbly advised, to find some good travel company other wise you will spoil your holidays.

Regards
Shailen

Dear mr. Shailen,
I m sorry to hear that you also has been victimised by denzong pvt ltd. As they also have spoiled your trip. I have been trying to complain but I guess my complains are falling in deaf ears but anyways as a customer it's my responsibility to make people aware of crooks like denzong. I hope there will be justice some day.
Thanks for your support.
Regards ankit

Be aware of Shailen Lakhani – Lakhani developers (www.lakhanidevlopers.com)

Never do any business or financial transaction with this person.

This guy has Award Winning skills of creating complains and will Blackmail you by destructing your online reputation.

This person has complains to almost everything including his chair, table, Laptop, Australian Clients etc.

This “Complain Hero” either is a PSYCHO or he actually earns by this kind of modern blackmailing.

He is very famous for "BAD MOUTHING" also.

He has a small software company (www.lakhanidevlopers.com) – the PHP and open source kind of, and has complains to every of his own
clients.

Think before doing any business with this person and his company www.lakhanidevelopers.com.

BE AWARE

Exactly similar problems with Denzong Leisure during recent Bhutan tour as raised above. How I wish I could have read the reviews before booking with them. I cant do much now as I have already lost my money, time and precious family holiday. Maybe someone else will be saved.

They seem to have a pattern:

1. At time of booking lot of promises about "everything will be perfect." The agent will listen to your requests and say yes to everything. But on the itinerary they will write "equivalent" in front of very point. On the ground you will get horrible service, ranging from car to hotel rooms.
I paid Rs, 10, 000 extra to upgrade from 7 seater Innova to Totyota Hiace. Got a large 8 seater van which was technically a Hiace but was of old Maruti Van quality. It had bench type narrow seats and suspension close to breaking point (as per the driver himself he was scared to drive above 20-30km/hr as the car could break!) with 2 of the folding seats broken (leaving us with 6 passenger seats for 7 people!) which was at least 10 yrs old. (technically a Hiace but not anywhere close to the internet photos or the other Hiace vehicles all around us in Bhutan which were really luxurious with reclining bucket seats).

We paid about Rs 12000, extra for 8 nights trip to upgrade from budget category to 3 star rooms. Our 1st day hotel at Thimphu was nowhere close to 3 star. At best a decent budget property with small rooms opening into a noisy dining room accessible through 2 flight of narrow stairs in a busy market building. Since the other 3 hotels booked by them were indeed 3 star like, one assumes Denzong knows the meaning of 3 star and intentionally chose to book a budget hotel at Thimphu for reasons best known to them.

They will defend saying they have provided as per itinerary utilizing the equivalent clause.

2. No knowledge of local conditions, geography etc- I was told Wangdue to Bhumtang is 6-8 hours, actually took 13 hours without any lunch break each way, which was hell as I was travelling with my elderly parents and 3 yr old nephew. Lots of poetic description about the sightseeing on the way, and different routes for going and coming back. In actuality the driver took the same route both ways and refused to cover any of the places mentioned as he said it was not feasible to see them if we wanted to reach by the same night. He actually laughed when I showed him the itinerary and the route devised by the agent!!

3. Poor support during tour- When I called up the agent after seeing the condition of the 1st day hotel at Thimphu and the car she promised to call back in 5 minutes. I am yet to hear her voice. Email was replied to by a gentleman we had never dealt with before, after 4 days, with generic responses like "we will look into it, we have never gotten complaints like this before etc.). Still waiting for any definite reply from them.

4. Unethical practices- Have not received receipts, invoice etc yet despite repeated reminders. I doubt they pay taxes although they did charge us GST.
We were charged about Rs. 10, 000 extra on the flight tickets without informing beforehand about any commission. Was sent modified tickets by email with the price deleted. On getting copies from the airlines to check genuineness of the tickets we found out that the tickets had been tampered with to delete the price and actual price charged by the airlines per ticket was about Rs. 1500 lower. Agents excuse- "we are not approved agents for Bhutan airlines and have bought tickets via another agent" Why dont you inform this prior to taking our money? Let us choose whether to book through you second hand or deal directly with the approved agent.

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