| Website: www.thepacificholidayworld.com |
My vacation purchase id is PHW4R7775. On 23rd September 2023, me and my wife were invited at hotel Hyatt Ahmedabad for free gift. When we went there, they offered us the membership of pacific world holiday and told us to do the payment on the spot. Also, they gave us free gift which was a holiday voucher and movie tickets. They showed us some of the properties and hotels where we would get accommodation and all of them had bathtub. We also told them that we were interested only if there was bathtub or jacuzzi to which they agreed to provide us rooms with bathtub. We were promised at the time of registration that they will provide us the properties for stay which had a bathtub and we need to ask for reservation just one week before the date we planned to go. Moreover, they also told us that there are no other extra or hidden charges and they would provide the rooms with bathtub in the membership. Also, they told us that we can cancel the membership anytime if we were not satisfied by the service from the day we sign-up up until 1 week after our first service. So, we agreed and paid the amount of Rs 60, 056 from credit card of Axis Bank on EMI.
In October, on 17/10/2023 we decided to use the voucher and asked Mr. Ashish for the booking. He replied that if we wanted good property, we should go for membership booking and not redeem the voucher. So, on 18/10/2023 we asked Mr. Ashish to book a room in Mahabaleshwar with a bath tub as we had talked earlier. We also mentioned the property name which was showing available on the website of the pacific holiday world. We were asked to do an e-mail in a specific format, which we did and had sent on email [protected]@thepacificworldholiday.com. After that I did not get any response from him till 21/10/2023. So, I tried calling him to which he replied that he will give me a call back which I did not receive. Again, I contacted him on 23/10/2023 and as he did not answer the call and so I contacted Mr. Vikas, his senior as we were told. We told Mr. Vikas everything and also mentioned that Mr. Ashish is not giving proper service.” Tried to contact Ashish but not getting proper response”.
As per the conversation we sent him the screenshot of the email as he asked. Then he replied that he will do the booking process saying “Ok sir mai booking process krwata hu”. It was almost 5 days and the booking process was not even initiated, I guess. On 23/10/23, 1:13 pm – VIKAS texted me that I can call him. When I called him, he said that I had to go for normal rooms as rooms with bath tub were not available. So, I told him to check again once more and he said that I had to opt for that room only as rooms were not available. It was an off-peak season and when I checked on other websites those same hotels had rooms with bath tub available. I called him again and he said that I can get the room with bath tub for extra price of Rs 5, 000 per night. As we planned to stay there for 3 days, he asked me to pay Rs 15, 000 more for 3 nights. I was shocked and told him that I was promised the bathtub room and there were no extra charges then why are you asking for extra charges per night. So, he said that he will check up again and give me an update on it. He agreed to call me around 6 o’clock. As I did not receive any update till 6:45 I texted him if there was an update on the matter. He asked me that I will have to go for normal room only. And when I insisted, he asked me to add the bathtub room for 1 or 2 nights on extra charges and normal room on other days. I also responded him saying that if I give him 10k extra I also need money for household responsibilities. I also informed him that at the time of taking the membership I made it very clear that we want room with bath tub to which you agreed and did not even mention that I would have pay extra charges for bath tub. So I asked him to cancel my membership which also was denied. He told me to go for first service and only then only I can cancel. I replied that even that was not informed to me.
Not only they asked me for extra money but they also said I cannot cancel till 1st service. I was informed that I can cancel at any time from the day I sign up. I do not want the service. If I take the first service, they will charge for that also. Since months I have been trying to cancel the membership but they are not cancelling the it and not refunding my hard-earned money. They are forcing me to take 1st service which I am not willing to take. I informed them several time that I am not satisfied with whatever they have done. I have also mentioned in the text message that at the time of sign up I was promised bath tub room and there were no extra charges to be paid. Also, I can cancel till 1 week after my 1st service and now they are not cancelling and refunding my money. Also, the customer care number is not getting connected since long time.
They didn’t cancel my account and started to force me to use their service, I went to bank and requested charge back for my payment. A manager named Raj called me right away requesting to take chargeback off and they will cancel and refund my money once query is resolved on a call and on an email. I called bank again to cancel chargeback request, but bank told me that if I cancel request, I will never be able to challenge that claim again and my money will surely be stuck with them. So, I waited for period of 120 days for query to be resolved and once it was resolved I emailed them for it. They agreed for query being resolved and money is back in their account and tried to force me again to use services. I told them no and proceed with my refund as per your words.
So later on, they sent me an email and told me that they will cancel my services and I have to do a email for cancellation. Since last two months they have been giving me different answers about talking to higher authorities and wasting my time. Then they informed me in an email that they can’t cancel my service and I have to take first service even though I am not willing to take it because if I take one service, they will add bogus fees and additional charges that will accumulate to a point that I won’t get any money back. At the time of taking payment, they assured me that I can cancel at any time from the day I sign-up until 1st week after my first service. Now they are not refunding my money. Many complaints are done and registered on Holiday Pacific World related to same issues on Consumer Forum and yet they continue to do it. I do not want to take service and just want my full refund. I have attached some pictures for reference.
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