MakeMyTrip India — Cancellation of booking and refund grievance

Address: MakeMyTrip India Pvt. Ltd., DLF Building No. 5 Tower B DLF Cyber City, DLF Phase 2 Sector 25, Gurugram, Haryana 122002, India

I had made a booking in The Hillside Cottages, Kanatal on 5th October 2020 via the Make My Trip App.

Booking ID- NH[protected]
Check in- 9th October 2020-
Check out- 10th October 2020
3 cottages
7 guests

Booking made by me, Shailansh Yadav.

(Confirmation/voucher attached for reference)

On the App the availability of the Cottages was showing so i booked 3 cottages and paid the entire amount.

I received the confirmation voucher as well.

Today morning we spoke to the Hotelier, Mr. Ayush on the mobile number provided in the voucher, to know about the route and distance to reach the hotel as we plan to travel by car from Dehradun.

To our surprise, Mr. Ayush informed us that he hasn't received any booking details by the name Shailansh Yadav.

We also shared with him the confirmation voucher issued by MMT. But he said that no information has been received to him by MMT.

He infact said that he is not taking any bookings for the date 09.10.2020 as the hotel rooms are being sanitised.

This information was not provided or stated on the MMT app at the time i booked the hotel.

Mr. Ayush also suggested we cancel the booking and apply for the refund.
I checked on the app, since it is a non-refundable booking, it says that if we cancel the booking we will not get any refund.

We never wanted to cancel the booking, we tried to talk to the Hotelier to ensure if they can sanitise the rooms before our check in timings but they said they cannot accept the booking.

The policies of MMT are so ambiguous that we are unable to apply for refund for the booking.
I contacted customer care support of MMT as well, but they are not initiating the cancellation on their own behalf. There are only two options on the app and the customer support call, either to cancel the entire booking and not get any refund or to change the dates which is again not possible because its a non-refundable booking.

It is not our fault that MMT did not update the availability of the hotels on their app.

Please take actions against MMT and direct them to cancel the booking and initiate the entire refund at the earliest.

We have already spoken to the Hotelier multiple times, the issue is theirs not ours.

Please initiate the refund at the earliest.

Thanks & Regards,
ShailanshYadav
[protected]