Make My Trip — Poor service and less compensation

Our trip was confirmed on 6th june to goa where the flight takes off on 9th
On 6th we had a word with mr aakash kashyap regarding the itinerary of the trip and he made a package of 49, 900 including round trip flights, transfers to and from the hotel, a 4 star hotel (hotel reemz beach heaven anjuna) and a sunset cruise on 11th.
Despite of asking him again and again for the hotel he told us that this is the best hotel he is offering us, it has a swimming pool, and the category of the room provided is delux room (4000₹ per day as per the website)
Even after asking him for the other options he said this is the best hotel in the town we can count on him and it is a new property alliance with make my trip recently.
We considered his suggestion and booked this trip.
Just one day before the trip which is 8th june we received a message from the hotel that the swimming pool is under maintenance, for which we mailed aakash kashyap as he committed to be the saviour if there comes any issue in the trip. But the guy didnt even bother to reply the mail, after which we raised a query through mmt app, and received a call back late at night when we were in a meeting and asked the executive to call us back after half an hour. She didnt call us back that day, waiting for her call the next day which is the day when the trip starts, we tried to connect with MMT customer care. After almost 20-30 tries we could connect with one of the executive named gaurav, after discussing the whole issue and requesting him to change the hotel he denied that it is not in his hands and he can only refund us an amount of 7000₹ and we can do another booking by our own or we can accept a compensation of one time meal at the hotel. Which we denied as the hotel charges should be 16, 000₹ as per the room rates. But i guess make my trip doesnt want to give us its side of commission and stay in the win win situation no matter how its consumers’ money is going in the trash. His voice wasnt clear so we asked him to call us back and we never received the call back. Waiting for another hour we again tried to connect and there was another executive who offered us a compensation for 1500₹ first and when we weren’t satisfied she offered us 2000₹ compensation for which she said she would send a mail for the confirmation which we never received, then we again tried to contact the help centre, had a word with riya at 5 o clock just 40 mins before our flight and requested to take an immediate action on which she replied that she would definitely call us back and update
Again another executive lied. We didn’t receive the call.
We reached the hotel at night and saw our so called delux room, which has twin beds for a couple, after the request they joined the beds and there comes a gap in the centre. Which is not at all comfortable to sleep.
We thought we were coming for a vacation keeping all out stress aside, but make my trip gave us the biggest stress with this hotel, which had such small rooms, a broken kettle, and huge spider webs in the bathroom.
Starting our first day in goa on 10th of june, we asked the hotel to get our room cleaned and the spider webs removed, they didnt send any of the worker and after waiting for an hour or so we had to give them the keys and leave for the day, but before that we went for the breakfast when the rain started and the hotel’s management is so sick that they have got slippery floors, where my wife fell and got her ankle injured, after the incident they put the carpet in the slippery area to prevent any other accident, again called make my trip. Had a word with ravi, and asked him to increase the compensation and to do the process speedily, again a fake promise of resolving the issue, and when we cross questioned him and asked him whose fault is this, he hung up the call in between and didnt call back. Never imagined that make my trip hires such liars, and dishonest persons. Or may be the policies if MMT is all against the consumer and just in the favour of itself in terms of snatching the money from the consumer.
Till date we havent received even a single call back and its only us taking the follow ups every day and night on our trip. This is the last time we are asking you to help us and get us a good compensation, as for this pathetic hotel and your fake promises the compensation of ₹4700 seems less.
They guys have ruined our trip and hampered our mental peace which shouldnt be done by a big brand like MMT
MMT doesnt have any accountability towards to consumers and their employees are just ghosting us after every call.
Even after asking for a better compensation, they called me back today saying thats the best of what we can provide.
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