[Resolved]  Ibibo Group / Goibibo — unethical behaviour and not providing the service

Hello sir i want to inform you that i booked 2 rooms (Booking id - htl8xwwvxv) in a hotel (Oyo 19995 hotel grand heritage) via goibibo for 4 person (For my father, mother, sister and my sister's husband) for 2 days (From 20nd - 22nd august). My family traveled all their way from odisha to mumbai and reached the hotel in between 12-12:30pm and to their surprise their check-in was denied as hotelier said that goibibo don't pay them for any booking so they will not allot the room in any condition.

So we called goibibo customer care many a times to provide us with the solution as check-in has been denied but they were not helping us and after every call they were asking for some more time and their customer care executive was repeating the same lines that we have forwarded the issue to the concern department and they will call you back with a solution within half an hour... You will be amazed to know after 2 hours and after complaining for several times also there was no call back from their side.

In the meantime the hotelier started quarreling with my parents and they all get terrified as they were out of their hometown, the hotelier started getting rude and said don't wait on my reception and make it crowded you go outside and stand and also started misbehaving (And spoke a whole lot of things).

So i again spoke to goibibo regarding the situation and safety of my family and hotelier behavior but they were not helping and was repeating the same lines that concerned department is working on the solution and will inform you, which made me frustrated as my family was in trouble so the discussion got heated up and i started misbehaving but i regain my cool and just asked the goibibo executive to talk to the hotelier and ask him to allow my family to wait in the reception but they didn't do that also.

In between 2-4pm i called goibibo many a times and tried to explain them how we have been travelling from last 24 hours and we need a room to take rest and get fresh, take our lunch and proceed to work and also asked them if they can't help me its fine but at least refund me for my booking made through them so i can take a room of my own but they didn't agreed to that point also... So now it's between 04-04:30pm we had no other option as we were already short of time (As were in a business cum holiday trip) and we were helpless, we once again entered the hotel as we had no other option and we asked for the same 2 room for 2 days the hotelier asked for rs 14000 for the same which i booked for rs 6809 via goibibo. We requested him and tried to convince him but he was not in a mood to negotiate as he knew we were helpless, so finally we took a room instead of two (Harming our privacy) for which we paid 6000 as we were not capable of paying of rs 14000 and we were already out of time and energy to search and book a room in any other hotel.

I just want to say our whole trip got wasted for goibibo as we checked in around 5'0 clock instead of 12 and till the time we took our bath and got ready it was already 7pm as we had only one bathroom and we all got ready in one room so to respect each other’s privacy we sometime need to come and stand outside of the room (It wouldn't have been the same if we would have got two rooms). So we were not able to do our business purchasing or anything as our mind was filled with tension and fear and also we were left with no time as you wasted our day 1 (Means 50% time of the trip) and we were left with day 2 only and that too with privacy disturbed. Now we are back and no purpose has been solved and we need to go mumbai again for business purpose.

One more thing i got a call from goibibo executive at 6:17pm (After 6 hours of complain which is very unfair from their part) that we are unable to help you and we will refund your money for the same but what's the use if this was the solution which they wanted to provide they would have been accepted my offer for cancellation at that very moment only so we would have saved some time. If really they wanted to provide the solution they would have booked 2 rooms of same or higher category in any hotel nearby from their side and would have arranged the pick-up rather giving lame excuses for 4 hours.

So as it was a very big mistake from goibibo side for not helping their customers and not providing any genuine solution. I want a refund for whole trip (As our purpose didn't got solved and we will be going to mumbai once again), time wasting charges (Our two days got wasted maybe you could have saved by saving our day 1), mental harassment charges (As my mother sister rather say all four were tensed due to rough behavior of hotel staff), safety charges (As they were not safe standing outside the hotel) and many more the list goes on and to bring into your notice my mental harassment dealing with customer care of goibibo for hours and now wasting time from past 2 hours for filing this complaint. So goibibo is liable for all this and need to pay for all as they can learn a lesson and in future they won’t repeat with any other customer. If no solution will be provided by goibibo i will take the help of social media and news media which listens to general public.

Please look upon this matter and provide with me with a perfect solution. To understand the case in detail i am attaching the screenshot of the booking, call recordings of the calls made to goibibo (How carelessly they dealt with the matter) and the bill of the room in which we stayed. Thank you.