Fabhotels — Fraud and Cheating _ Booking ID _[protected]

Address:	New Delhi, Delhi, 110001
Website:	www.fabhotels.com

Hi Greetings for the day ! Dear Sir – I would like to bring in your notice about my case where I was denied to refund my money. After reading all the terms and conditions available on the website (www.fabhotels.com, also attaching the PDF copy of the terms and conditions) I booked a room on 4-Nov-15 at 9:29 pm for staying on 5th & 6th Nov and opt to pay through payTM, I paid INR 3248 and received a SMS for the confirmation of booking (Attached is the screen shot of the confirmation SMS). I reached the booked hotel and asked for room at the reception. The hotel staff told me that since my ID proof is of Delhi therefore the room cannot be provided to me because of the policy. I told the hotel staff that I have read all the policies before making the bookings and nothing of this sort is mentioned on the website I showed him the received SMS for the booking confirmation and the SMS is also has nothing like that. Then I called the customer care no of Fabhotels and spoke to the executive. I told him that if this the policy then this should have mentioned in the terms and conditions on the website (you may cross check the same on the website), the executive apologized and said that the room cannot be provided, he also said that they always told about this policy to the customer while customer booked the room through call center. I politely told him to cancel the booking and asked him by when my money will be refunded. The customer care executive told me that the money will be refunded in 5-7 days (the same can checked from your recording department) and I left the hotel. I dialed the customer care number on Saturday i.e. 14-Nov-15 and I was told that my money will be refunded by Monday i.e. 16-Nov-15. I dialed the customer care number on Tuesday i.e. 17-Nov-15 and had a conversation with Ms. Swati. She was polite and said sorry for the inconvenience and asked me for my bank details after 12 days of my cancellation and Fabhotels realized that my money cannot be refunded because the policy of not providing rooms to same city ID card holders, which was not shared with the guest on the website anywhere. I received an e-mail for the same on 17-Nov-15. I was also provided a copy of policy which states about the not providing rooms to same city ID card holders which is not accessible to anyone on your website. I was told that the this was provided to me with the confirmation e-mail, which I didn’t checked because I was assured about my booking with the SMS that was also received from Fabhotels. I explained the same through e-mail many times but I was clearly dined for the refund. Sir, I have few queries - Why the policy of not providing rooms for same city ID holder is not available on the website - Why the same is not been communicated to me with the confirmation SMS - Why I was misguided by customer care executive for two time that my money will be refunded - Even nothing mentioned about the same city ID thing and I agree to go out of your hotel without even argued with anyone but why my money is not refunded to me till now. I would like to explain my situation with an illustration Suppose you are in an apple show room and showed your interest to buy a iPhone 6S. The shopkeeper told you that the amount of the phone is 60000 and you swipe your card for the same amount but while making the bill of the phone the shopkeeper asked you for the copy of you ID and you showed your ID which of America. The shopkeeper told you that they have policy to sell the phones only to the Indian citizen and that’s why you cannot buy the phone. He also showed you the policy which is written on the back side of bill. You agreed with the shopkeeper that asked him to refund the money. The shopkeeper told you that he has initiated for refund the amount will be refunded into your card in 5-7 working days. You felt bad because your money is stuck with the shopkeeper and the amount of time that you wasted. But after a week when you visit the shopkeeper to check the status of your refund, you was told that the money cannot be refunded because of the policy. Sir – I am a working guy and every rupee is earned with lots of hard work and matters a lot for me. I understand that every organization exists to earn money but this was a clear case of cheating. I am feeling being cheated by Fabhotel. I am expecting a positive response from you soon. Regards Jitender Singh Saroha