Goibibo.com — Refund is not being processed

Address:Srinagar, Jammu and Kashmir

This is with regard to booking Id HTLQDBDZN3 done for houseboat Young Alzira, Srinagar. We checked in around 3 PM on Young Alzira houseboat and were just settling in and then the owner of the houseboat came in and started asking us to move to a different houseboat with the name Azad palace that was standing adjacent to Young Alzira. He mentioned that he has 11 guests checking in for young Alzira and that was the reason he was pushing us to move to a different houseboat. We initially denied the same as we have done the booking considering the reviews and photographs of Young Alzira. To our surprise, he started shouting on us in front of his staff and Shikara walla who had brought us to the houseboat from ghat number 17 of Dal Lake. We still agreed to see the other houseboat; it was an old shabby, stinking and ruptured houseboat. After seeing the other houseboat, we told him that we will not stay in the other houseboat and will stay only in the one for which we had done the booking, on listening this he started asking about the amount we paid for the booking and later mentioned us to cancel the booking. Listening to our resistance, he got very aggressive, told his staff to throw our bags out of the houseboat, and started abusing us as well. We brought this to the notice of goibibo support team (Miss Harpreet) around 3:33 PM and later to Mr. Himanshu. The later promised us at 4 PM that they will provide us an alternate accommodation in 30 min, all this while we have been standing on the footpath at Dal Lake with our luggage. We didn't received any call from goibibo till 4:31 PM, then my husband again followed up with the customer care(Mr. Rohit) after reiterating the whole story again and he again promised that they will provide the alternate accommodation in another 15-20 min. We again followed up at 4:54 PM with customer care and this time it was Mr. Praveen and we again had to set the context. To our shock Mr. Praveen after 2 hours of this ordeal, multiple follow-ups denied us any kind of help with the reason that they had a conversation with houseboat owner and the owner mentioned that he did not do any of the things, which I have mentioned before. Does any culprit will ever confess from his own mouth about his wrong doings? You must be kidding goibibo team. Finally, we had to do a fresh booking on our own HTLV628BL5. This was disappointing not only from the property owner as well as from goibibo when they could not provide us any support and just raised their hands in the time of need and we kept waiting on the roads of Srinagar with our luggage. We are looking for the following actions from goibibo team:- 1. Blacklist the young Alzira group of houseboats from goibibo.com so that nobody else has to go through the same harassment that we have gone through. 2. Refund us the booking amount for the houseboat Goibibo as of now has declined the refund mentioning the following:- Dear Ms. Neha, Greetings from Goibibo !!! This is in regards to your booking id- HTLQDBDZN3 Please be informed that the hotel has denied refund to you because of the following reasons: Hotelier provided an alternate to you which you denied and checked out from houseboat after half an hour from checked in. As per the Hotelier, room was on hold that 's why hotel denied for request. ***************************************************************** Our Point of View: We were happy with the houseboat which we had booked but he was forcing us to move to an alternate option which was in bad condition. So where does the question of alternate option comes into picture.
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