Product/Subject I'm Complaining About
Booking ID: NH[protected]
Hotel Kohinoor, Diu, booked for ₹33, 000 via MakeMyTrip.
Incident Overview:
The room conditions at Hotel Kohinoor, Diu, were far below acceptable standards and misrepresented on MakeMyTrip's platform.
Key Issues:
Hygiene Concerns: Damp walls, mold, broken fixtures, bugs, unclean drainage, and dusty furniture.
Safety Risks: Broken door locks, non-functional AC, and a deserted property that felt unsafe.
Missing Basic Amenities: No tea/coffee facilities, Wi-Fi, or functional butler service.
Structural Damage: Broken doors and balconies, poorly maintained furniture, and leaking pipes.
Customer Experience:
Immediate complaints at the hotel were met with no resolution.
Multiple escalations to MakeMyTrip's support resulted in inadequate responses (e.g., a ₹1, 500 voucher for a ₹33, 000 booking).
Promised callbacks from supervisors never received.
The experience caused significant distress and ruined holiday plans.
Customer Actions:
Attempted resolution directly with the hotel staff.
Checked out early due to unsafe conditions.
Repeated follow-ups with MakeMyTrip support and grievance channels.
Demands:
A full refund of ₹33, 000 or at least compensation for one day of the booking, as the stay was cut short due to uninhabitable conditions.
Assurance of better service and listing standards on MakeMyTrip's platform.
Formal acknowledgment and resolution of this grievance.
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