Ibibo Group / Goibibo — Non grant of refund

Address:	Ghaziabad, Uttar Pradesh, 201002
Website:	goibibo.com

Sir,
We booked a hotel in goa for 2 nights 21 & 22 may, 2016 on booking id: htlakhnf76. Due to some unavoidable reason we needed to cancel our booking on 22 may. So, on 19 may, we requested goibibo for partial cancellation of our booking of 22 may. They said that they will reply as soon as possible but they didn't replied me till 4:32 pm on 20 may. So, i called their customer care office & they replied that they are still working on it & they are unable to contact the hotel & that they will reply very soon. Then i got the call from them just after half an hour & they said that they have now contacted the hotel & the hotel says that partial cancellation is not allowed as per hotel policy & if we do full cancellation now then we will get no refund as the refund was available on full cancellation if we had cancelled the booking before 2 pm on 20 may. Now the issue is this that when we requested goibibo for cancellation of our booking on 19 may, we didn't knew about the hotel policy neither did goibibo told us about this policy. Had goibibo told us about the policy at the time of making our request for cancellation on 19 or before 2 pm on 20 may, we would have made full cancellation & would have got our refund. It is the fault of goibibo that they failed to contact the hotel for more than 24 hours & failed to reply us for more than 24 hours. So, i request to take immediate action in this & try to make our refund.