MakeMyTrip India — MakeMyTrip Holiday Package - Wrong Selling of Properties, Misconduct and Negligence by MMT Team

Address:	MakeMyTrip India Pvt. Ltd., DLF Building No. 5 Tower B DLF Cyber City, DLF Phase 2, Sector 25, Gurugram, Haryana - 122002, India
Website:	www.makemytrip.com

Booking ID - NL[protected]

I would like to raise complaint against MakeMyTrip.com (MMT) regarding the wrong selling, professional misconduct, and inconvenience caused during my Kashmir trip between 12-18 September 2021 (Booking ID - NL[protected].

Please take note of the below issues:
- We were charged for 5 and 4 star property rates for inferior properties

- MMT team cancelled our hotel booking on 17 September at Radisson Srinagar. We were not intimated or asked before cancelling the booking. To make matters worse, the MMT team asked us to book the hotel ourselves. Please note, we were two women traveling in Kashmir, with barely working mobile phone network and no internet access. I practically begged someone amongst the Radisson staff to lend us the wi-fi connection. We were stranded in the Radisson lobby for more than two hours. It was not only unprofessional, but also inhuman on part of MMT on-ground team to ask us to book another hotel while we were stranded. A refund of INR 3400 has been processed by MMT for this day. However, I would insist on a complete refund for this day due to the harassment caused to us and the blunder caused by the MMT team.

- the relationship officer assigned to us was highly unprofessional, incompetent and lackadaisical. Despite persistent messaging and escalation of the above issues, she made no effort to resolve them. She was completely indifferent, stopped responding to our texts, and didn't even have the courtesy to inquire about our well-being during or after the trip.

Mentioned below are the concerns with the three hotels.

Radisson Srinagar | 12 - 13 September
- First room allotted to us was dirty. Hair strands were lying on the bathroom floor. Please refer to attached images.

- The upgraded room had a needle-like object lying next to the coffee maker. The WC was badly stained. The bed cover was visibly dirty and stained. Please refer to the attached images.

- In the package, this property was mentioned as 5 star but it did not match the standards.

Country Inn Sonmarg | 13-14 September
- The body lotion was rancid and used. When the hotel staff was informed, he argued that it is supposed to be like this. Please refer to the attached images.

- There was a 2 inch gap below the room door. We could hear the noise from the corridor. Please refer to the attached images.

- There was some problem with the hot and cold water mixer in the washroom. The water was either scalding hot or freezing cold. The hotel staff could not resolve the issue.

- There was no wi-fi in the room.

- In the package, this property was mentioned as 5 star. Is it justified with the above issues?

Grand Mumtaz Gulmarg | 16-17 September
- This looked like an archaic hotel with dilapidated furniture and fittings.

- The room reeked of a terrible incense-like smell. My co-traveller suffers from asthma and got a bad throat infection because of this stay.

- The bathroom was in a terrible state. There was no shower curtain and all the water would collect on the floor. Please refer to the attached images.

- The cupboard and coffee-maker looked filthy and unhygienic. Please refer to the attached images.

- This property is mentioned as 4 star in the package. However, it was badly kept and did not justify the cost or the star rating. MMT should avoid offering this property in the premium package.

I am a MMT Black customer and regularly book holiday packages through the MMT app because of the immense trust I have in the brand and the convenience offered. However, this was the worst trip of my lifetime. I had organised this trip for my friend's birthday and the terrible properties booked for us ruined our entire trip. MMT has charged me a ridiculous amount for these properties which is unjustified. Please refer to the images and decide for yourself if these properties are worth the amount charged. Also, attached the package details for your reference.

I requested MMT to issue a FULL REFUND for the above hotels and the night of 17 September. However, their team is not complying.

Best,
Priyanka