MakeMyTrip India — Cancellation fee charged incorrectly on inhuman ground

Address:	New Delhi, Delhi, 110085
Website:	makemytrip.com

I had booked my stay through makemytrip for 15-17 august 2016 for lans castle hotel, lansdowne. We were really looking forward for this trip. The booking details are as follows.

Booking id: nh[protected]
Guest: gaurav singhal
Total amount paid: rs. 8, 547

It may be noted that the total amount was rs. 12047. But, at the time of booking, a discount coupon of rs. 3500 was automatically applied by the makemytrip app.

But, due to delhi"s changing weather, our baby who is just 8 and half months old developed cough on the evening of 14 august 2016. We, as parents could not take a chance with the health of our baby and thus could not think about going to lansdowne (Which is a colder place than delhi). Our baby required immediate medication, attention and care. Hence, we had to call off the trip. The same was advised by the doctor when we spoke to him. Also my wife developed fever and thus travelling was out of question.

Now, i communicated our situation to the hotel and requested them to refund the booking amount which had already been paid on humanitarian grounds. The hotel staff told me that as i have booked the stay through makemytrip, we need to talk to them about refund. When i called makemytrip, they told us that the cancellation policy of the hotel will apply in this case and that a complete refund may not be possible at all. They also asked us to communicate with the hotel people at our own end as well my sending them a mail.

It should be noted at this point that makemytrip staff were literally harassing me saying that we do not know how hotel will react in this situation. They also told me to call them again and again and ask them whether a final decision has been made. Their behaviour was completely inhumane because i had already told them that my baby is not well and requires my attention.

Anyway, i sent a mail to the lans castle hotel explaining our situation. They reverted back to us by saying that complete refund will not be possible at this point. They would have to charge us for one night stay. We still requested them to refund the maximum possible amount.

I was expecting that they would deduct 50% of the amount paid. But to my horror i got the message from makemytrip that the refunded amount will be rs. 2522. When i asked them about this discrepancy, they told me that the amount deducted will be 50% of the initial amount i. E. Rs. 12047. I felt this as the total manipulation of policies to harass the customer and to the benefit of the company.

I would like to question the higher authorities, whether policies are above all the humanity in this country? Why should young parents bear such a high cost just because their baby fell ill one night before the trip?

I hope immediate action will be taken and the maximum possible amount would be refunded.

Gaurav
Email: [protected]@gmail.com