[Resolved] Ibibo Group / Goibibo — falsification of hotel features and taking no accountability

[Resolved] Ibibo Group / Goibibo — falsification of hotel features and taking no accountability

D Dipayan_Kabiraj from Pune, Maharashtra

I had booked 2 deluxe rooms in hotel woodlands, nagpur from 8-nov-2017 to 12-nov-2017 (3 nights) from goibibo paying tariff ~1600 per room per night one month prior to booking with full payment. Being 2 star hotel, the room was costly as per standards of nagpur given that facilities like wifi, parking, hot water, complementary breakfast etc. Was listed in the offer in goibibo. However, when we reached there we did not receive any of the offer listed there. The breakfast was there but served only two items - one veg and one non-veg. Additionally the plugs in the hotel was not working and the cupboard was not present. We immediately called up goibibo customer service notifying all this but they said that they cannot take any responsibility and we directly need to deal with the hotelier. After complaining to the manger level and after 4-5 hours of back and forth conversion (This destroyed our whole plan that night) finally they come up with 4 alternative hotel. 3 among them where more than 10 kms far and was not feasibility. Another option they give was having half the tariff - still believing them i went to check the hotel but that way way below standard and un-hygienic. After that no other solution came up from goibibo, rather the managers behaved in a totally unsympathetic ill-mannered way keeping me stranded in whatever the hotelier offers. With no options, somehow i managed three days there with lots of trouble and i raised the same complaint to goibibo returning from nagpur. This time they asked to photos to me and keep on asking the same despite repeatedly telling that my complaints cannot be captured in photos. I gave them all info like room number etc. And ask them to verify by themselves (Which any case they should check before selling the hotel to me) but they denied. I have attached my email conversation with one of there representatives. This is something coming from goibibo which is totally contrary you what they offer in their ads and in their portal. Please take up this case, else there would be lot more customer like me will get highly impacted in a totally new place. Thanks Dipayan kabiraj +1 photos Was this information helpful? No (0) Yes (0)
Dec 29, 2017 Complaint marked as Resolved Ibibo Group / Goibibo customer support has been notified about the posted complaint. Verified Support Nov 27, 2017 Ibibo Group / Goibibo Customer Care's response Hi Dipayan, Greetings from Goibibo.com. This mail is in regards to your booking id -HTLZ3SZNRS. We request you refer to our email dated 22nd Nov 2017. In which we explained you that you never raised your concern during your stay with Goibibo or the Hotel. You have raised the concern post checking out the hotel and in absence of evidence we will not be able to question the hotel. Please note that we need pictures of your stay so that we can request for an exception. We are requesting for the pictures of breakfast so that we can check with the hotel what is their standard breakfast. We are requesting you for the pictures of the plasters coming out from ceiling and pictures of no cupboards etc. We will check whether any request was raised on real time basis and what actions have they taken to make sure your stay was comfortable. In absence of pictures we will not be able to raise the request again as the hotelier already denied for refund. In reference to your above email, please be apprised that we are only the intermediary service provider between you and the hotel and have very little or no control over their day to day operations. Regards, Jagpreet Singh Customer Delight Goibibo Contact:[protected] Verified Support Nov 28, 2017 Ibibo Group / Goibibo Customer Care's response Hi Dipayan, Greetings from Goibibo.com. This mail is in regards to your booking id -HTLZ3SZNRS. Since we have not heard from your end we are closing the request raised. Kindly share the required details and we will be happy to help you. We request you refer to our email dated 22nd Nov 2017. In which we explained you that you never raised your concern during your stay with Goibibo or the Hotel. You have raised the concern post checking out the hotel and in absence of evidence we will not be able to question the hotel. Please note that we need pictures of your stay so that we can request for an exception. We are requesting for the pictures of breakfast so that we can check with the hotel what is their standard breakfast. We are requesting you for the pictures of the plasters coming out from ceiling and pictures of no cupboards etc. We will check whether any request was raised on real time basis and what actions have they taken to make sure your stay was comfortable. In absence of pictures we will not be able to raise the request again as the hotelier already denied for refund. In reference to your above email, please be apprised that we are only the intermediary service provider between you and the hotel and have very little or no control over their day to day operations. Regards, Jagpreet Singh Customer Delight Goibibo Contact:[protected]
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Comments

Dipayan_Kabiraj

from Pune, Maharashtra

As discussed earlier, all the details like room number already being provided to you for your verification. Unless you investigate on the ground level, the photos cannot be served any purpose specially when the major complaints of no wifi, hot water, plugs etc. which can only needs to be investigated by you by visiting the hotel and before posting the hotel features.

I was more harassed by Goibibo who detained me for 5 hours without any resolution and behaving rude and without any empathy.

Thanks
Dipayan Kabiraj