[Resolved]  Make My Trip India Pvt. Ltd. — Cheating while booking holidays

Address:	Gurgaon, Haryana, 400610
Website:	www.makemytrip.com

17.03.2016

To,
Shri. DEEP KALRA, Chairman & Group CEO
MAKE MY TRIP.COM

SUB: MY BOOKING ID NO. IN 1601B8S099463

Respected Sir,

I booked my holidays through Make My Trip from 08.03.2016 to 17.03.2016 and experienced dreadful / horrible & unpleasant holidays during our entire stay. I would like to share my experience with you and I am not interested in apology from you but want compensation for the trouble/Mental anguish/torture given to me & my family.
1. My first interaction was with Ms. Shivani Tandon, Travel Expert,[protected]/extn. 3839. This lady is most incompetent/incapable/hopeless and not fit to become Travel Expert. She does not have any knowledge of hotels/ places / distances/ condition of the hotels etc. Lacking expertise in travel industry. When I contacted her on 11th Jan., 2016, I explained her my requirements, travel plan, my preferences of hotel, our comfort zone, our age etc. It was specifically/repeatedly told to her that since I will be travelling with my wife and other couple (in all four persons), I need hotel with four star facilities regardless cost.
2. Ms. Shivani Tandon arranged my holiday booking for the period 08.03.2016 to 17.03.2016 (Nine nights & ten days) i.e. from Mumbai to Amritsar to Dalhousie to Dharmashala to Chandigarh to Mumbai with hotel stay at Amritsar, Dalhousie, Dharmashala & Chandigarh. She had also booked my air tickets from Mumbai to Amritsar & from Chandigarh to Mumbai. She had arranged car for travel from Amritsar to Dalhousie to Dharmashala to Chandigarh. She had also planned our itinerary for all the places.
3. My Mumbai to Amritsar flight was booked through Spicejet and Chandigarh to Mumbai by Indigo. Ms. Shivani Tandon who had booked my entire holidays did not know that we will be carrying baggage’s for our stay for nine nights. Such an irresponsible attitude. While going from Mumbai to Amritsar Ms. Shivani Tandon booked us in Spicejet with only hand baggage eligibility/allowance. This is nothing but foolishness/stupidity. I had to pay Rs.1600/- to spicejet vide receipt no.502541 dt. 08.03.2016. Ms. Shivani Tandon did not inform me about such kind of deal. I want refund for this entire amount from Make My Trip because ticket issued by Make My Trip shows that I was allowed to carry 15 kgs per person.
4. The car which was arranged for us was without any carrier and there was no space for baggages. At the end, this problem was solved and owner arranged to fix up carrier to his car.
5. My first stay was at Hotel Sallow International, Amritsar from 08.03.2016 to 10.03.2016. This hotel is in filthy area near Amritsar Bus stand close to many urinals, garbage ground with lots of animals around. It was crowded place & lots of indiscipline traffic around. Hotel itself is filthy and rooms were very small & tiny/stinking &rotten smelling. No décor etc. Had problem with their Air-conditioner. Only one person could move in the room due to shortage of space. The owner showed me his e-mail received from Make My Trip where I found that Make My Trip paid him Rs. 639/- per day for the room and Ms. Shivani Tandon told me on 11th Jan., 2016 that hotel room rent is nearly Rs.3, 000/- per day. In fact I suggested her few hotels but she did not book them. By doing this Ms. Shivani Tandon had cheated me and looted my money. She was trying to save money for Make My Trip and putting me into inconvenience for the reasons best known to her.
6. I immediately contacted Mr. Sohaib Pathan on 8th March, 2016, (after reaching Amritsar) from Operations & Reservation department, Executive Domestic Operations, ext.44017 & Office no.[protected]. This person wrote to me on 12th Jan., 2016 that he will be my single point contact and for any problems during my holidays I should contact him. Mr. Sohaib Pathan showed his inability to help me and put me to Mr. Himanshu Panchal another executive from Customer Support department who only apologized and did nothing. Himanshu Panchal started giving me stereo type /standard answer. My wife also spoke to him and requested for better hotel for which he told us that we had to pay Rs.14, 000/- extra for better hotel. I made many calls on my mobile to your executives but they did not bother to help me and we had to stay in such a shabby hotel for two nights. During my stay I found many good hotels around and in good locality which were between Rs.2000/- & Rs. 2, 500/-.
7. My second stay was at Dalhousie from 10.03.2016 to 13.03.2016. We stayed in Hotel Bombay Palace. It was same story here also. No water in the room for no. of times. We had to bring buckets from elsewhere. No hot water. No heater was provided. They demanded money for providing heater in the room. No breakfast was available before 9.00 a.m. In this hotel ground floor is under total renovation and there was no maintenance of first floor. Door locks were damaged and could not repair it. This hotel was also shabby, stinking and poor quality. No proper reception. Receptionist is used to sleep/ disappear in the night disconnecting intercom. I again contacted Mr. Sohaib Pathan who was not available on the number given by him. While I was standing in reception area of Bombay Palace, I found that they were charging Rs.550/- per room per day and Ms. Shivani Tandon charged exorbitant amount from me.
8. Our third stay was at Dharmashala in Hotel Anand Palace from 13.03.2016 to 16.03.2016. This hotel was ok. But again poor maintenance. Poor quality of Pillows & cover/bed sheet etc.
9. Though our stay at Dharmashala was up to 16.03.2016, we left the place on 15.03.2016 and proceeded to Chandigarh. The itinerary provided by Ms. Shivani Tandon says that it takes six hours to reach Chandigarh from dharmashala. But in reality it takes minimum eight hours due to ghat section etc. How can person start from Dharmashala after breakfast and reach Chandigarh in the afternoon and visit Rock Garden, Rose Garden, Museum & Art Gallery. Only Shivani Tandon can able to answer.
10. We did not stay in Hotel marc Royale at Chandigarh because this hotel was very far from main town almost 15 Kms. away from main city. Outskirts of Chandigarh main city. Again filthy area. No restaurants around. No good locality. We stayed in Hotel Hometel group of Sarovar Hotels and had to spend from our pocket.

MY CONCLUSION:-
1. Make My Trip is a cheater/fraud Company and loot their customers by providing substandard/low budget hotels. The room which costs between Rs.500/- to Rs.800/- Make My Trip charge exorbitant amount from customers. You provide very average hotels not worth staying for the people like us.
2. Executives of Make My Trip are fraud. They are with you till the time they get full money from customer. Does not know ABC of Travel business. They have not visited hotels personally which are on Make My Trip list and hence do not understand before offering them to customers.
3. Ms. Shivani Tandon, Sohaib Pathan, Himanshu Panchal are incapable, ineffectual, incompetent and hopeless executives of your company. If they remain with you for more time, I am sure you will lose your business slowly but surely.
4. I am hundred per cent sure that you must have earned not less than Rs.40, 000/- from my package paid to you.
5. At Amritsar and Dalhousie, hotels are managed for few individuals who do not know anything about service industry. Owners are not staying /visiting hotels for months together.

SUGGESTIONS:-
1. Make My Trip should give three different set of hotels with different cost. Customer will then have choice to select from list of hotels.
2. One executive should be available to help in emergency.
3. When you plan customized tour, how can you plan tour to your benefits financial wise and not to the satisfaction of customer.
4. When we had given you all the details of the age etc. then how can you place us at inconvenient place, unhygienic environment, without proper facilities etc.
5. I know for sure that Make My Trip is not running trust and you also want to earn profit. But at what cost? By putting customers into trouble.
6. Your executives should visit all the hotels on your participants list and make sure that those hotels are worth staying for the customers like us.

MY CLAIM :-
1. I want refund of amount Rs.1600/- paid to Spice jet.
2. I also want some portion of amount paid to hotels as damages for mental torture/agony.

Regards,

RAMESH M. PRIYOLKER
ADVOCATE-HIGH COURT, MUMBAI