I am writing to formally raise a complaint regarding a hotel booking I made through your platform. I had booked Mazz Homestay in Sri Lanka for 4 nights (10th September to 14th September), and I had paid the full amount online in advance.
However, upon arriving at the location in Sri Lanka, I discovered that the hotel does not exist at the provided address. I contacted the property owner, who informed me that the hotel has been closed, and advised me to reach out to Goibibo for a refund.
While I was still in Sri Lanka, I tried several times to connect with Goibibo’s support team but was unsuccessful. After returning to India, I contacted your customer care on 16th September, but my issue has not been resolved even after multiple follow-ups.
This situation caused significant inconvenience during my trip, as I had no place to stay and had to make last-minute alternate arrangements. I kindly request that you initiate a full refund for this booking, as the accommodation I paid for was not available.
Booking Details:
Hotel Name: Mazz Homestay
Location: Sri Lanka
Booking Dates: 10th to 14th September
Issue: Hotel not available / permanently closed
Payment: Made online via Goibibo
Attachments:
Booking payment receipts
WhatsApp conversation with the hotel/property owner confirming closure
I hope you will take this issue seriously and process my refund as soon as possible. Please let me know if any further details are needed.
Thank you for your understanding and support.
Best regards,
Veera Ramesh Babu Polana,
Cell: [protected]
Mail I'd: [protected]@gmail.com
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