[Resolved]  MakeMyTrip India — poor experience and map plan for food deviated

Address:	New Delhi, Delhi, 110048
Website:	Make my trip

Hi

This is in regard with our booking and stay at crystal palace, mussoorie from 27-29 april 2018.

We decided to book this hotel to celebrate anniversary of our parents aged 60.

(Not told that there was no lift and old age people had to climb 3 floors - and one had joint pain issue/ asthama issue)

We booked two rooms with breakfast and dinner accompanied, we paid rs13000 from your trusted website make my trip, suffice to say that we are a regular customer of make my trip and have always believed in whatever your website offers and we have never had any problems in the past of any kind with any of our bookings.

We drove from delhi to mussoorie and it was a 8-9 hour long drive, finally when we reached the hotel we were given a family room which was connected with common door, this was in contradiction of what we had booked which was two executive rooms.

Celebrating anniversary with a common door...

Since we all were tired we decided to stay at the hotel and have dinners at the hotel as we already had dinner included in our booking as a map plan.

We we're then told by the manager that the map plan will only include veg dishes and non veg would be on ala carte

Now this was extremely disappointing and it was nowhere mentioned that the breakfast and dinner will include only veg items.

After a lot of discussion with the manager akash we could not understand why he could help us, all discussion went in vain as the manager was extremely stubborn and was not helping at all. We tried to give him suggestions to upgrade our meal to a non veg one and take an extra payment but he wasn't willing to listen or make any kind of change. I have never seen or had such an experience from a person from the hospitality.

We finally decided to order non veg ala catre basis but he service for food was very poor we had to wait a lot for all the dishes to come to the table.

This wasn't enough, second day we ordered mutton dish, which the manager told us that they will be preparing fresh and has to be ordered four hours before which we did. But at the time of delivery we were served raw mutton dish. This was unacceptable as we had already given them instructions to prepare more than four hours prior. We couldn't wat the dish and had to order something else.

A we wanted was that the map plan should have suggested if it was particularly veg or non veg. This goo[censored]p ended up in a very sad anniversary celebration, the manager was also not certain helpful in understanding our concerns, he just kept saying its the package.

This was misleading as we have booked similar deals in our past bookings and have never had any such issues.

Additionally, there were few more concern about this hotel property:

Linen was not fresh.

There were holes in room/ roof which had anything coming out of it.

Dripping water from geyser which did not let me sleep.

Dampness from roof.

Hair in tomato soup - which was replaced thankfully.

All we wanted is a peaceful anniversary celebration for our parents, but just because of this misleading information on the website about the entire package and things to be included or excluded it led to a very troubled and stressful situation.

We only talked about hotel and its poor service.

Thx
Neha