Booked 2 rooms from 22nd to 26th April 2022 at Townhouse OAK Hotel 29 Church's Inn in Bangalore through Makemytrip.
Reached hotel around 6pm on 22nd, as per the listing the booked room category was "city view classic room", but from the reception they said city rooms already occupied by other guests and not available and said they will provide one city view room next day. The room they provided was smelling really bad and when we pointed it, they provided us another room. The room was not hygiene and found food waste on the wash basin, there was no soap or handwash, the body wash bottle was empty. There was no option to move the curtains, when we pointed it, one house keeping guy came in and boarded on the window and tied it with string. Also no battery found on the tv remote. Then we asked them to clean room, washroom, etc and fix other issues and we went out. We came back after 4 hours, the room was same, only change found was they remote the string tied on curtain. We called to the reception and one guy came in and he said, "It's not a five star hotel, you need to adjust".
I have contacted the makemytrip customer care and explained everything and they talked with the hotel reception. Then they tried to shift us to another hotel near by connecting with an OYO supervisor, even though they communicated to few hotels they couldn't find anything for us. So they promised to arrange a shift in the morning and requested to stay their for a night (The final call was around 2AM on 23rd April 2022).
Even though we didn't prefer to stay there a minute we agreed for that as it is difficult to find another stay on the late night and trusting makemytrip team. Also the executive said if we cancel we need to pay one night stay charges and one night cancellation charges, so will get only 2 days charges refunded.
From next day morning itself (23rd April 2022) I was waiting for the call from customer care, but nothing happened. So I called them around 9:40 AM and the executive said will arrange a call back from executive Rashid (who was in call with me last night), as he is taking care of this issue. I waited till 10:40AM and there was no call. So I contacted the customer care again and got connected with another executive named Ramanjeet, after hearing the issues she asked me to share the photos by the mail and I did the same.
But no further communication or update received from Makemytrip team, so I vacated hotel myself around 11:00 AM and gave the keys at reception, they said okay. I waited till evening on that day to hear an update from Makemytrip (shifting or cancellation), but nothing happen. So I booked on another hotel and then contacted makemytrip for an update. But they said they are working on it.
Next day I contacted customer care again and the executive said Rashid is taking up the issue and he will call back. After one hour I got a call back from Rashid and after the initial communication he put me on hold to communicate with hotel. Then he said the hotel not agreeing for cancellation and refund, so makemytrip can't provide the refund. But as a compensation they offered Rs 2500/- travel voucher.
Then I told him clearly that am not communicating for any compensation, instead expecting a refund as the stay was not hygiene and rude behaviour of hotel staff. Even I was okay to reduce the cost for single night I stayed there, but Rashid said they can't help as per the policy cancellation not allowed after check in.
So I disconnected the call and checked the call recordings, I found the communication saying 2 nights refund (after deducting one night stay and one night cancellation) will be provided if we decided to cancel. I contacted the customer care again and asked for it, they said they can't do anything as hotel is not cooperating. But they will check regarding this communication with their team.
Nothing happen then, instead makemytrip sent Rs 2500/- travel voucher as compensation. By this I understood that never ever book hotels on makemytrip, even if they understand and accept the issues you pointed out, they won't help you. The compensation and shifting offer clearly says they accept the problem, but they are not ready to stay with customer.
Other booking providers staying with customer and providing refund for the customer if property is not hygiene or customer having issue with the stay.
MakeMyTrip India customer support has been notified about the posted complaint.
