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| Website: www.makemytrip.com |
Date of Incident - 13th August 2022 (Saturday)
Client Name - Deepali Meena
Email Id of Client : meena.[protected]@gmail.com
Booking Id: NH[protected]
PNR: [protected]
Booked On: 8th August 2022 via Makemytrip India website
Hotel Name: Fateh Palace, 19, Meera Park, Bhatyani Chohtta, Udaipur, Rajasthan 313003, Udaipur, IN
2 Nights Stay - Checkin Date 13th August 2022 (After 12 PM) & Checkout Date 15th August 2022 (Before 12 PM)
6 Guests (Primary Guest - Deepali Meena)
Booked 3 Deluxe Rooms including Breakfast for 2 days.
Advanced Payment was done of INR 10, 217 on 8th August 2022 via Online Transaction.
Through makemytrip, we made a two-night reservation at Fateh Palace in Udaipur. On August 8th, 2022, the total of Rs. 10, 217 was pre-paid for 2 nights.
The hotel staff informed us that they had informed makemytrip that the rooms were not available at the time prior to our arrival, but makemytrip didn't take any action against the incident and neither we nor they received any information regarding this from makemytrip, so we were refused check-in on August 13, 2022.
We immediately got in touch with makemytrip customer service to ask them to step in and let us check in, but they told us to book any other nearby property and they'd refund us Rs. 10, 217 as they couldn't give us any other places to stay. The customer support representative advised us to check the MakeMyTrip app for fresh possibilities or go to neighbouring hotels to check in on our own.
We spent 5 to 6 hours looking for hotels in the area, and we found many. However, when we contacted MakeMyTrip, they indicated the rooms weren't available for the same dates, and this lasted for a full 6 hours on phone. We were placed on hold by the makemytrip customer support centre during this period, and they repeatedly discontinued the call. As a result, we had to contact makemytrip's customer service department repeatedly and explain the entire problem to each new representative.
We had already wrecked our trip by spending too much time looking for hotels in a strange location.
After hours of conversation, we told the customer care person of makemytrip to book hotel in the range of 20-30km range if you won't be able to find hotel at nearby place from previous hotel. But still, they kept us on hold and gave suggestions of degraded hotels which are shady and customer ratings are below 2 or 3.
After hours of discussion, we advised MakeMyTrip's customer service representative to book a hotel within 20 to 30 kilometres of the prior hotel if possible. Nevertheless, they kept us on hold and recommended questionable motels with customer satisfaction ratings of only 2 or 3.
We had a lengthy interaction with MakeMyTrip customer service, and as our question went unanswered, we grew weary and angry. We asked them to reserve a respectable hotel in a suitable location within 30 kilometres. They then stated that they will make a 21-kilometer hotel upgrade from their initial hotel reservation (Fateh Palace).
Upgraded Hotel Booking Details (upgraded rooms booked by makemytrip's end)
Hotel The Galaxy - Dabok, Udaipur, Rajasthan
Checkin Date - 13th August 2022 (We checked in after 5:00 pm due to the situation) & Checkout Date 15th August 2022 before 9 a.m. (which was early from our previous hotel booking).
The three rooms were not Deluxe accommodations, and breakfast was not supplied. The hotel employees did not wear masks, the COVID protocols were not followed, and thorough sanitization was not carried out in accordance with government regulations. The air conditioners in the rooms weren't functioning properly, there were two power outages while we were there, the rooms weren't cleaned and sanitised properly, and the restrooms weren't working, so we had to share them with other guests until their rooms were occupied. Particularly for female guests, it was a really unsanitary and unsafe environment. They didn't even provide us cab service (drop at the hotel) in this risky circumstance, so we had to pay a local cab driver extra to drop us off at the new property.
We request you to help us getting the refund from makemytrip for Rs.10, 217 for the emotional suffering we endured and the worsening circumstances we encountered while visiting.
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