Ibibo Group / Goibibo — Complaint Against Goibibo for Unfair Trade Practice and Refund Denial

I had booked a hotel through Goibibo at elite inn, Nashik Hotel on 8th February under their 100% Money Back Guarantee policy, which promises a full refund if the room has cleanliness issues such as pests, foul smell, broken walls, or unhygienic conditions.

Upon checking in, I found that the room was in an unhygienic and unlivable condition, violating basic standards of cleanliness. The specific issues I faced were:

1. Unhygienic and Unclean Room: The room was dusty and extremely dirty, making it unfit for stay.
2. Infested Bed & Fungus on Cushions: There were insects in the blanket, and the cushions on the bed and chairs had visible fungus, creating a serious health hazard.
3. Terrible Odor: The room and bathroom had a persistent, unbearable stench, making the stay extremely uncomfortable.
4. Dirty and Damaged Walls: The walls were stained, dirty, and poorly maintained, violating basic hygiene standards.
5. Non-Functional Amenities: The basin tap was broken, and the TV was not working, which meant I was denied the facilities that I had paid for.

Since these issues fall directly under Goibibo’s 100% Money Back Guarantee, I immediately reported the matter to Goibibo’s customer support and submitted photographic evidence twice.

Despite my legitimate complaint, Goibibo’s customer support:

• Did not address my issue seriously and kept giving generic, scripted responses.
• Delayed the resolution, forcing me to repeatedly follow up.
• Customer executives were extremely rude and unprofessional, making no effort to assist.
• Blamed the hotel instead of taking responsibility, saying, “The hotel denied your refund, so we can’t help you.”
• Closed my complaint without any resolution, despite clear proof of the room’s unhygienic condition.
• Offered me a ₹300 voucher instead of my rightful full refund, which is completely unacceptable.

Goibibo is falsely advertising its Money Back Guarantee while refusing to honor it, which is clear fraud and misrepresentation under consumer protection laws.

1. Breach of Contract & False Advertising:
• Goibibo’s 100% Money Back Guarantee is misleading, as they refuse refunds even when customers meet all eligibility criteria.
2. Deficiency in Service:
• I paid for a clean and habitable stay, but Goibibo failed to ensure this, violating my consumer rights.
3. Unfair Trade Practices:
• Instead of honoring the refund policy, they offered an insulting ₹300 voucher, which is deceptive and misleading.
4. Mental Harassment & Negligence:
• The rude behavior of Goibibo’s customer support executives caused unnecessary stress and inconvenience.

In light of the above violations, I request the Consumer Forum/National Consumer Helpline to take strict action against Goibibo for false advertising, unfair trade practices, and deficiency in service.

I Demand the Following Compensation:

1. Full refund of ₹1591 as per Goibibo’s Money Back Guarantee.
2. Additional compensation for mental harassment and time wasted due to Goibibo’s negligence.
3. Action against Goibibo for misleading customers with false refund policies and unfair trade practices.
4. A public clarification from Goibibo to ensure future customers are not misled by their deceptive refund policy.