MakeMyTrip India — Complaint against the fake commitments

Address:

110032

Hello,

This is an email to make a complaint against my booking ID (IN1508B4S212311), for Resort Rio Goa.
My concern is that I made a booking for Luxury Deluxe category with the below mentioned room facilities with make my trip. Please check the mail trail.

Room facilities:
· Minibar
· Tea/Coffee Maker
· Electronic Safe
· Ironing Board
· Bathroom Toiletries
· Mineral Water
· Fruit Basket
· Daily Newspaper
· 24-hr Room Service
· DVD Player on Request
· Dining Table
· Study Table
· Living Room
· Sofa Unit
· Data Port
· Direct dial phone
· Air Conditioning
· Satellite television
· Balcony / Sit Out
· Refrigerator
· Hot/cold Water
· Iron
· Attached Bathroom
· Wi-fi
Bath Tub
Lagoon View from the room
But when I reached here and asked for this room, receptionist told us that make my trip has booked a deluxe category with them.
And in deluxe category, the above highlighted facilities are not available. Also, they showed us the mail which make my trip has sent to them (screenshots attached). I also took a printout for the same. They said that if you need these facilities then you need to make extra payment.
I am with my wife on honeymoon and waited almost two hours at the reception to get the matter resolved. This was really humiliating for us at such a special occasion. So, manager asked us to take a room and send a mail to make my trip with complete details and screenshots, and keep them in loop.
After that I had a word with their manager and came to know that make my trip has made a fake commitment with us. And it’s not the first time, they have faced same problem in past with other customers as well.
Then I called make my trip customer care and they put my call on hold for almost 20-25 minutes, and told me that they had a discussion with manager and they will provide the luxury category room. The customer care executive also asked me to share the room pictures and said that if it will not be up to the committed facilities, then make my trip will compensate for it.
After all this hassle, resort manager again told us they can just provide the category which is mentioned on the mail.
Now I just want to know is this the customer satisfaction which make my trip commits. I came here from Delhi, once I entered in resort they asked me to take a room with less facilities which committed to me earlier. I made a booking through make my trip, because this is my first trip in Goa, and I was expecting 5 star facility on my special occasion. But the things was completely changed. I was literally not in a condition to more argue in resort manager, as this is new city for me and my wife with me. Also was really shocked with this experience.
Request you to look into this matter on priority basis and provide us the solution and compensation for the fake commitment made by make my trip.
Also resort rio manager, please do the needful in case of need.
Thanks
Akshay Kaushik
+91-[protected]