Goibibo — scamming customers with hidden costs not visible at the time of booking

Address:Kandivali west, 400067

I booked a hotel room through goibibo (In goa - hotel neelam grand in the name of name: diya jagger, booking id: htl4lslnuk, payment id: gohtldv34lslnuk) and paid all charges for the room, including extra bed (Apparently showing at the time of booking) that we needed, through goibibo. After paying the amount when i received the booking confirmation, i was shocked to see the terms that included a statement stating that as per hotel policy we have to pay for compulsory gala xmas dinner on 23rd and 24th december at the hotel (Its xmas, which is a 25th december event, but customer has to compulsorily bear the dinner cost on 23 and 24, december. I immediately called goibibo to escalate the matter, because i was not aware about the gala dinner. If it would have been apparently visible, i would not have booked any room in that hotel. But the customer service representative said its hotel policy and we as customers need to pay. He said goibibo cannot do anything. When asked to connect to the supervisor/manager, he clearly refused.
I exchanged a couple of emails raising a query (Ticket #[protected] and explaining that, we do not want the gala dinner. I also mentioned to them that no financial charges should be hidden/masked at the time of booking and must be visible apparently on the face of the booking, in the same way as room rent, extra bed charges etc are visible. As we are using goibibo as a medium for our booking, all incidental financial expenses should be visible on the face of the booking, irrespective of whether it is hotel policy or not, so that as a customer we know how much our total cost is.in fact, goibibo should inform such incidental charges in a flash message to its valuable customers so that customers don’t feel cheated or alternatively they can include the gala dinner charges along with room booking charges. They kept replying that gala dinner message was there and kept resolving the query on their own without providing proof that gala dinner message was there on the booking page.
Though we made booking on 27th november and raised the query on the same day, only after 4 days of back and forth communication, goibibo sends me a screenshot proof showing me that there is a message on the booking page stating that as per hotel policy customers have to take the xmas gala dinner compulsorily. I am sure, there was no such flash message when i did the booking, it was introduced or put recently i. E may be today, to prove their point. Had the message been there when i booked and when i raised the query, goibibo should have sent the screenshot when i first raised it to them, which they didnt do. Now they are expecting me to pay for the gala dinner, which i don’t want.
This is a clear case of misrepresentation and scamming the customer.
Goibibo should either cancel the gala dinner charges or cancel the hotel booking and refund the full amount
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Ibibo Group / Goibibo customer support has been notified about the posted complaint.
Dec 03, 2019
Updated by Harsha Jethmalani
They contacted us through email but they have closed the query without resolving it and providing any proof of what I am asking them. They claim that hotel policy for Galal dinner was apparently visible on the booking page, which I am denying. I asked for proof which they are just ignoring and not discussing at all, not even replying to that point. If the policy was visible, I would not have booked the room at all. Only after I asked them about the visibility of hotel policy for gala dinner, they have changed their booking page to highlight the hotel policy for gala dinner.
this is a clear case of negligence from GOIBIBO, which they are now trying to cover up taking help from their IT Department.
Request your intervention to either cancel the dinner or cancel the booking or let GOIBIBO pay for the dinner., which we are not interested in taking.
Attaching all the email communications for your perusal.

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