Booking id -NH[protected]
the recent hotel booking I made through MakeMyTrip for my family trip to Udaipur. Unfortunately, our experience during the check-in was far from satisfactory, and I feel compelled to bring this matter to your attention.
Upon arriving at the booked hotel, we were disheartened to find that the basic amenities promised were severely lacking. The washroom lacked essential items like handwash, and the cleanliness of both the room and washroom fell below acceptable standards. Additionally, there was an unpleasant odor in the room, making our stay uncomfortable.
In light of these conditions, we decided not to stay at the hotel and promptly contacted your support team to raise a complaint. I followed your instructions and provided photographs to illustrate the situation. Despite my efforts, there was a considerable delay in your response. When I finally reached out via phone, I was informed that an immediate refund was not possible due to the hotel's non-refundable policy. However, your team assured me that they would contact the hotel to address the issue.
As a result, I patiently waited for a response throughout the day, hoping for a resolution before deciding on alternative accommodation. Regrettably, by 10:00 PM, I had not received any updates from MakeMyTrip, leaving me with no option but to check out and seek a different hotel in a challenging festival season.
To my dismay, it was only after my early checkout that I received a response indicating communication with the hotel team. This delayed response has caused both financial and mental distress, as my family and I were left without suitable accommodation for a significant part of our planned stay.
I believe it is unfair for me to be charged for a service that was not provided as promised, especially when faced with substandard conditions that prompted our decision to vacate the premises. The non-refundable nature of the booking should not absolve MakeMyTrip of responsibility to ensure that the accommodation meets basic standards.
I kindly request a thorough investigation into this matter and a fair resolution. Additionally, I would appreciate compensation for the inconvenience and distress caused during what was supposed to be a joyous family trip.
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