[Resolved]  MakeMyTrip India — Poor level of Service

Address: Mumbai City, Maharashtra, 400012

Website: makemytrip.com

Holiday from Hell!!! It is shame that having raised the below mentioned issues during and after returning from our so called holiday in Bali Makemytrip has not acknowledged the email below or reached out to discuss out issues

Sun Boutique Hotel – Room 1 :
· The toilet was stained and could not be cleaned (cf. attachment ???)
· The bed quilt cover was stained and had to be changed
· The shower did not work properly with all the water dripping from one end
· One bedside table was crooked, i.e. it was not holding on properly to the wall
· One bedside lamp was not working

Please note that when we called our guide to help us, he simply told us to manage ourselves directly with the hotel manager. He mentioned that other customers have reported issues regarding this hotel. Hence, there was no support from the local agency

Resolution provided : we were moved to another supposedly upgraded room

Before that, we were offered lunch at 16h30 complimentary for the issues stated above.
However, all actions with the hotel to bring the resolution had to be performed by us, as there was no response from MakeMyTrip till late in the evening. Jimit Patadya has told us he would contact us within the hour. This never happened. In our emails, we had clearly stated to call on our local Indonesian number. However, MakeMyTrip tried to contact us through the number they had registered which was completely futile.

Sun Boutique Hotel – Room 2 :
· The shower did not work properly with all the water dripping from one end
· The bathroom rod of the towel rack was broken
· After 10 minutes of shower, there was not enough hot water left for the person under the shower and none for the second person
Hence we requested a change in the hotel.

Resoution : MakeMyTrip recommended upgrading us to a 4 star hotel for half the regular price which would have to be incurred by us, stating we were fortunate to have been upgraded rooms and offered a meal by the Sun Boutique Hotel. AFter a lot of back and forth discussion with MakeMyTrip, MakeMyTrip acknowledged the mismanagement of the hotel with the following phrase « Reviewing your complaints, we deeply realized that it was lack of management from hotel end ».

However, what seems to be missed out here is that the first two days were spent in our resolving issues at the Sun Boutique Hotel without :
- Without the support of the local agency
- Without prompt response from MakeMyTrip
- With the aggravation of resolving the issues instead of enjoying our Holiday

Kuta Central Park – Pickup for Water Sports:
· We were waiting in the lobby since 08h50 am for a pickup at 09h00 am.
· Only our room was called. However, the water sports pickup driver and the hotel staff did not check in the lobby or call out for the pickup
· There, we had to again try and spend effort to resolve the issue with at least 6 call to the local agency. We were eventually picked up 1h30 minutes late.
· When we contacted MakeMyTrip, there was no response until we indicated that we were on the way.

Uppala Villa Seminyak:
· The basin was leaking and had to be fixed urgently
· The staff’s comprehension of English was very poor. They always told us to ask elsewhere for the simplest of queries, suggestions or other information
· Each time a detail of the services they provided was asked, we were told to look at the hotel manual/list of services back in the room
· The night before leaving, we were given a letter indicating we should pay 200, 000 IDR per person as airport tax. We asked MakeMyTrip to help on this issue, as our price was all inclusive of taxes and we had forwarded the documentation. However we were told to advance the money and they would refund it to us. The people at MakeMyTrip and the local agency were not clear as to whether we should pay the tax. It took us a good portion of the night and upto 10 am, when we were leaving for the Airport, that we got the confirmation that we do not need to pay the tax.

Budi (our guide) :
He has a poor level of English.
There was no added value in the sites we visited, nor any kind of information about them.
He could not even provide us with basic information, like where to post cards for our family or where to go for traditional food.
A car and a driver would have sufficed.

Considering all the above issues, practically every day, we spend time going back and forth with MakeMyTrip or the local agency leading to aggravation and no peace of mind to enjoy the vacation we had paid for.