[Resolved] Ibibo Group / Goibibo — Incorrect / False Hotel Information

Lakshendra Singh

from Kanpur, Uttar Pradesh

Address:

208025

Dear Team GOIBIBO

It is to state that:

• I booked a hotel, Booking ID :HTLRGK9MUV, on Wednesday 15th Feb 2017 from your portal for stay at Paharganj, New Delhi. As per the portal in review of the hotel, 4 star were given with good remarks.

• After the hectic schedule, I checked in the hotel around 10 pm. and was shocked on seeing the room. Room provided was very small in size 6x6. Other than bed, no furniture like table, chair, wardrobe, stool etc. was available in the room. Even room was so small that, if provided then it could not accommodated in the room.

• On enquiring with reception desk person Mr. Pramod that where should I keep my luggage and belongings? He bluntly replied to keep the luggage in the hotel store room. Just imagine that how impractical solution was given. During the course of discussion, front desk person accepted that room size is very small that I can't keep luggage with me in the room.

• After getting assurance from front desk that they will do something I went back in the room and waited for long time. Around midnight, I suddenly started feeling suffocation in the room and immediately I came out of room in the corridor but still did not get any relief as there was no ventilation (window) in the hotel. Then I came out of hotel to get fresh air. Thereafter, I again approached front desk of hotel and reminded them about their promise for change of room but they refused on the plea that all rooms in the hotel are booked and they can't do anything.

• For grievances redressal, I called GOIBIBO on [protected] at 12:02 AM on 16-Feb, but in spite of 24 minutes conversation, GOIBIBO executive ended the conversation without any resolution.

• After big disappointment I left hotel at 12:33 AM of 16-Feb 2017

I didn't know about Hotel City Empire Dlx, New Delhi. I booked it through GOIBIBO after reading the details provided on its website. It is duty & responsibility of GOIBIBO to provide emergency help, factual details of hotel rooms, their specifications. GOIBIBO can't skip with its responsibility by saying that hotel offered another room and has denied refund.
Please note:
1. GOIBIBO never mentioned what is size of room, what furniture available, what type of security arrangements are there.
2. Images of room and hotel uploaded may be photoshoped and doesn't answer my query, neither GOIBIBO did.

I hope GOIBIBO will take note of above and will improve services offered otherwise its going to fail certainly.

+1 photos

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Mar 24, 2017

Complaint marked as Resolved

Ibibo Group / Goibibo customer support has been notified about the posted complaint.

Verified Support

Feb 20, 2017

Ibibo Group / Goibibo Customer Care's response Hi Lakshendra,

As per your raised issues we have investigated with the hotel and only the booked room was provided by the hotel. The hotel have both single as well as double rooms in deluxe category. As the booking was on single occupancy the hotel accordingly provided room on single occupancy while the pictures mentioned under room category on the website are for double occupancy with King size bed. The room provided to you was with single bed.

As per the claim, a room of 6X6 is not possible and same was of size 16 X 10 Sq.ft as mentioned on the website.

Post raising this to us, our team spoke to the hotel and hotel was agreed to change your room as you were not satisfied but you left the hotel.

We have clearly mentioned room sizes and amenities on the website for customer reference so that they may book as per their need.
The refund has been denied by the hotel as the claims are not valid. Refund on the booking is not possible as the same booked room was provided and alternate room was offered for the satisfaction.

Also below attached is the hotel information with customer reviews and overall guest satisfaction.

We have shared our explanation on the issues raised.