[Resolved]  MakeMyTrip India — refused to refund for the cancelled hotel reservation and unhygienic rooms provided

Website:

www.makemytrip.com

I am writing this mail in context of the hotel reservation made on 12th aug'17 for one day stay at mysore with
Pnr 2267157booking id nh[protected].

Surprisingly while we searched for hotels in mysore, the search result fetched hotel properties from jhansi, uttar pradesh (Without any indication of the location, address of the property, pin code, not even showing the estimated distance from my current location).
This situation arose because our previous booking got cancelled and as most of the properties were sold out, we had no other option but to book some property in mysore to get shelter for that night.

After doing a paid booking, when we tried to open that address in google maps from the booking confirmation page, to our surprise we found that the property is 1437 km away from our current location.

As a result within 5 minutes we cancelled the booking.

In next five minutes (Within 10 minutes from booking) we received a phone call from the property in jhansi saying that your booking is confirmed, by what time will you be reaching here. Asking to arrange a pick up for us.
And i narrated the entire story to that person over phone. To which he said you have to raise a ticket with the customer care of makemytrip to initiate the refund and he said, he understood the situation. Also stating that he will also speak to makemytrip support team about the same.

Going by his suggestion i tried calling the customer care. However to my surprise the first call was responded after half an hour of being kept on hold.
After half an hour they thankfully answered my call, saying that sorry mam this is a fault at your end and since the check in date is outside 48 hours, initiating a refund is against the policies, rules and regulations of makemytrip and you will have to pay the full tariff and the call automatically got disconnected.
I again tried calling 3-4 times after that. Every time i was kept on hold for nothing less than 45 mins and without giving any solution my phone was disconnected.
Because of the irresponsible, unprofessional and unpardonable behaviour of makemytrip customer support (??) team, we had to spend 3-4 hours of my birthday time on a phone call with makemytrip, listening to an unsoothing piano music.

After which i received an auto generated message from makemytrip saying that "we tried to reach you and your number was unreachable, we will call you back within 45 minutes".
And i never recieved any call back after that.
As a result we wasted next half an hour of the day searching for a decent hotel available to stay that night, and we finally found a hotel called "hotel abhishek" with
Pnr 22671975 booking id nh[protected]
However, when we reached the property we saw that the property name was mentioned "hotel abhishek lodge". But in makemytrip app it was only mentioned as "hotel abhishek" not the actual name.
It is shameful to say that this property was not a hotel rather it was a low quality and below standard lodge.
And i am shocked to know that makemytrip is having tie-ups with these kind of cheap properties.
Since we didn't have any other option, we had to stay there.

We checked in that so called lodge, and after an hour we went out to explore the city and we came back around 2100 hrs.

After which we experienced the worst holiday and the most unpleasant birthday of my life.

While we thought to call it off for the day, the horrifying night had just began.
Five minutes after we slipped inside the blanket, we both starting itching our entire body, which as an endless process.
As a result we contacted the reception stating the problems and got a reply saying that there might be some ants, we will allocate another room.
Out of the three room options they showed us, the one which we chose had water supply issues and the lodge management refused to allocate that room to us.
The helpless we had no option but to choose the next best available option as it was already 11 o'clock in the night. (And that was the worst choice of our life).

After finalising the room, we gather our luggage and came to relax in the new allocated room.
And after one and half hour, our entire body was swollen was bitten by bed bugs. And there after we discovered the unhygienic condition under the mattress with lots of dead bed bugs.
And we decided to check out from that lodge immediately without further complaining about the condition, because i had no faith left on the makemytrip customer support team obviously because of the instances which had happened since morning and took a 0130 hrs bus back to banglore.

In one day we have waste nothing less than rs 4, 000/- for hotel stay and wasted my birthday and holiday like never before.

Where as the kind of property we got in that amount is not even worth rs 500/-

However i am compelled to write this mail five days later because the bites have now became septic are in very bad condition and in addition to wasting rs 4, 000/- we are in need to spend even more on curing the unforgeable experiencing of bed bugs biting we gathered in mysore.

One more thing, with the kind of exquisite customer service and luxury treatment we have experienced, i will never ever avail any kind of service from makemytrip henceforth.

I have attached the relevant photographs for your reference.
And i need you to take necessary action against the same.

I require you to refund full tariff for both the bookings asap.

I expect coordination and support from your end.