MakeMyTrip India — Hotel booking RedFox

Address:a509, 5th floor, ncl godavari apartments

I am writing to express my extreme dissatisfaction with the experience I had during my recent stay at the RedFox Hotel. I would like to bring to your attention the numerous issues I encountered and request a refund for the inconvenience caused.

Booking Details: I had made a reservation for a RedFox Executive Suite for two women from June 21st to June 24th, 2023, for a total of three nights.

Unbearable Smell: Upon arrival at the hotel around 1:40 PM on June 21st, we were assigned a room that emitted a strong, unpleasant odor. The smell was so overpowering that it was impossible to tolerate.

Complaint Made: We immediately notified the hotel staff about the unbearable smell in the room. They informed us that the floor we were assigned to was designated as a smoking zone. We clearly expressed our dissatisfaction with staying on that floor or in that particular room.

Room Change Promise: The hotel staff acknowledged the issue and promised to change our room. We left the hotel and returned around 10-11 PM, expecting a different room. However, to our dismay, we were informed that no other rooms were available and that the smell on the smoking floor could not be resolved.

Unsuitable for Guests: Considering the fact that both guests were non-smokers and preferred a non-smoking room, we reiterated our inability to stay in the assigned room. We immediately notified both the hotel and MakeMyTrip, the booking platform we used.

Alternative Accommodation: As we had no other option and were unable to tolerate the conditions, we were forced to book another hotel at the last minute, incurring additional costs amounting to INR 53, 000. I have enclosed a copy of the invoice for your reference.

Hotel's Responsibility: It is evident that the hotel is at fault for allocating a smoking room, which was not our preference. Furthermore, despite our willingness to change rooms, the hotel was unable to provide a suitable alternative.

Past Experience: I would like to emphasize that over the past five years, I have booked numerous accommodations through MakeMyTrip without any complaints or issues. This incident clearly indicates that the fault lies with the hotel and not the booking platform.

Refund Request: Given the circumstances, it is unreasonable to expect us to bear the financial burden of a room that was unsuitable and not of our choosing. We kindly request a refund for the entire booking amount, as this inconvenience was entirely caused by the hotel's negligence.

Supporting Evidence: To further substantiate my claims, I suggest that you send a representative from MakeMyTrip, who is a non-smoker, to inspect the room for themselves and experience the offensive odor. Additionally, I have taken photographs of the room's condition to provide visual evidence.

Considering the lack of alternative options available at the time, we did not opt for a cancellation and instead proceeded to book another hotel. Therefore, the "no refund" policy should not apply in this situation. I trust that you will thoroughly investigate this matter and provide a fair and just resolution.

I look forward to your prompt response and a satisfactory resolution to this matter. Please treat this issue with the seriousness it deserves, as it significantly impacted the quality of our stay.
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