MakeMyTrip India — Complaint Regarding Hotel Booking and Refund Policy

I am writing to formally register a complaint against [Hotel Name] for their unfair treatment and violation of their own stated refund policy.

On December 11, 2023, I booked a hotel room through the MakeMyTrip app. Unfortunately, I was unable to check in as planned. To my dismay, I discovered that there was no provision on the app to cancel my booking. Subsequently, I contacted their customer care service seeking assistance. Regrettably, I was informed that no refund would be issued, regardless of whether I had checked in or not.

This contradicts the information presented on their app (PSA the image), which explicitly states that Alig In offers free cancellation until check-in. Despite this assurance on their official platform, I find myself in a situation where the entire amount for a two-day booking has been retained without providing the promised option for free cancellation.

I believe such practices not only mislead customers but also violate consumer rights. I kindly request your intervention in this matter to ensure that MakemyTrip and Alig In adhere to the advertised policies and issue a refund by their terms.