Stayzilla.com — Amount taken by Stayzilla but accommodation not available

Address:	New Delhi, Delhi, 110048
Website:	stayzilla.com

Refer booking ids :[protected][protected] and
[protected][protected].

Stayzilla had cancelled my these bookings for 11-12th june, 2016 at sugati beach resort, diu and cidade de diu, diu.

The said booking was done at stayzilla.com displayed price on the portal. Based on this booking, when i was traveling with family to my destination (I. E. Diu), i received a call from them that the said booking is denied and they asked higher price for the room. I do not know how do they function and how many people they cheat daily with their such futile and untenable statements. They display a property, they accept booking, they charge money from the tourist but at the eleventh hour, somebody from their team calls the tourist, tells him/her that booking is cancelled citing various excuses and then they ask tourists to pay higher price for the said property.

1. Portal says booking is not complete - but they comfortably charge money and then give shock to travellers by denied bookings. Why don't they first confirm booking status and booking amount before charging to the customer?? A customer knows the portal and deal through it, not the hotel. How come they shirk away from their responsibility? Is there no check and balance or agreement with the hotel if they deny stayzilla the room? What is portal's mechanism if all the hotels listed on its site do not adhere to the pricing shown on portal and misguide and cheat travellers?

2. Portal says customer had paid only 30% of booking amount, how can it be confirmed - wow,,, they provide that functionality on their portal to pay part payment... The facility is provided by the portal, not by the customer. It is a valid system of payment whether they charge 10% or 30% as advance and rest at hotel... Don't they honour their own system?

3. Their customer support executive easily say - we are sorry, we could not book your preferred accommodation because of bla bla reasons... Is saying sorry a solution to the mental agony, discomfort and harassment of the traveller? What about the extra charge a traveller has to pay to the other hotel at last minute apart from mental tension and responsibility of family who is on street at that point of time with no accommodation? What about the entire schedule and other bookings (Taxi, site seeing, tourist, onward journey etc.) dependent on your booking?

4. Thoughtless and discourteous staff : their executives do not understand the pain a traveller has to go through such malicious practices. When i was called by their executive on 10th june, she said do whatever you want... Meaning they are not bothered at all as if there is no law and justice in our country.
Kavya singh

Nov 25, 2016
Please think - no use of mmt
Hi,

This has reference to my booking id – in1203b14306 dated 24/03/2012 for amazing ladakh tour from delhi on 01/06/2012.
The booking was made vide your call centre executive name dhiraj vanwani.

It is with immense pain and dis satisfaction that i am writing this mail. I need to bring to your light certain unpleasant situations that turned up during the course of my booking and travel.

Events with booking team -

– the booking was made on 24/3/2012. After making the booking and paying the booking amount i wanted certain supplementary package to be added to my package. I tried to contact the executive constantly for 5 days but no revert received from any executive. Reason received – desired executive was on exam leave. It was only after escalating the issue (As per below mentioned mail) i could contact the executive and proceed further.

– at the time of booking i was promised cash back of rs. 6000 (Rs. 1000 per passenger to be precise). While making payment i kept on inquiring about the cash back status, the executive kept on stating that it will soon be credited as it takes 19 working days. Once the said period lapsed, one of your executive states that it has not been credited because the promo code entered by me was incorrect. When i confirmed the code with the one received by me from your executive, he immediately changed his version and stated that your terms of agreement with hdfc bank have been changed and hence cash back was not processed. I still wonder if agreement with hdfc was terminated why was cach back on payment made with hsbc card also not credited.

– i had booked an additional package of pangong lake stay which was priced at 15500. I wanted to make payment for the same on earliest basis, however the same was not updated on the portal. It was only when i pro-actively asked your accounts team to updated and add that amount to the outstanding, were changes made and i could pay that amount. Otherwise the executives were busy making reminder calls for an lesser amount.

– once i made the complete payment and turned the o/s to nil. I started receiving calls for some 3000 odd amount. When i asked for explanations for the amount, it was stated that it was an error from mmyt side to update the portal and i still owe that amount – (The balance though showed nil). Not to mention the language was highly unacceptable. It was only when i asked for clarifications about the amount, the executive tried to oblige me by stating we are compensating it against the cash back amount. And only after doing so my o/s shall be nil. I just wonder how can any organization be so rude and arrogant towards its own mistake. Moreover when i check the link now, it shows me o/s of 72000 which is more than ridiculous. I really wonder how your accounts team is operating.

– at the time of booking i was also promised discount vouchers of various brands per person. When i inquired about the same at the time of departure, the executive stated that even this scheme had been discontinued and asked me not to be dis appointed as the vouchers were not too lucrative. I have two concerns, if it were not too lucrative why were they offered and considered as marketing tool and secondly if at all they were promised and offered how come they were not provided to me.

– my departure date from delhi was early morning of 1st june and that from ahmedabad to delhi (Personal arrangement) was on 30th noon. I had stated it well in advance to the executive and asked him to provide the flight tickets and hotel vouchers well in advance. Every time he had stated that i would receive it 2 days in advance. Unfortunately i was still chasing for my details on 30th morning, with my train scheduled in noon. What more was the details of flight tickets that were provided were incomplete & incorrect. One of the passenger travelling on trip was named as mr. Your executive had wrongly booked him as ms. I had highlighted the same immediately to the executive. He stated the it was mere a small mistake at his end while mailing the details to me and assured me that rest was all correct. But he was thoroughly incorrect as the boarding passes issued in his name still state m and not mr. Moreover it was a great trouble convincing the airport authorities at leh airport as the return tickets handed over to me from leh had the same error.

– as mentioned above the tickets from delhi to leh provided to me were incomplete. The said tickets neither had pnr number nor the flight no. It only stated flight date from delhi igi t3. When i confirmed the details with your executive he had confirmed that it was all i need to enter the terminal. This was again incorrect. When i tried to enter the terminal at delhi airport, i was not allowed to enter as the tickets neither had pnr no. Nor flight no. (Interestingly the tickets contained flight no. For the return flight scheduled on 8th june from leh to delhi but not for departure tickets). Only after struggling with the airport authorities for over an hour they allowed me (Only one passenger) to enter along with one airport authority and took me to an make my trip counter at the airport. The executive at the counter did not have access to complete details and hence got it touch with my booking executive (Not to mention after numerous phone calls as it was already midnight, your gurgaon office, his superiors in all more than 5 different people from different offices and eventually got two different pnr no’s from two different sources. All this struggle lasted for nearly 4 hours. Finally he advised me to keep both copies and use the one which the airline confirms. Finally i could enter the airport at 3.00 a. M. I would hereby like to mention that the executive at the mmyt counter at airport was highly supportive and co-operative. Something i experienced for the first time with mmyt.

Events with mmyt representatives at leh -

– my hotel voucher (Received on 30th june) stated that our stay shall be in hotel himalayan heritage. On reaching leh airport the cab driver somehow took us to an completely different hotel – namely hotel ga-ladan. On reaching the hotel we realized that the hotel had no details of my arrival and hence they had no room ready for me. It was only when some representative from mmyt turned up and settled the matter which took them nearly two hours and they could provide me rooms only by noon. This again comes after a torturous session at delhi airport which deprived us of any sleep. I wonder how you guys would be providing 100% cach back on hotels as claimed by some of your recent commercials when you cannot even provide the hotel promised.

– our travel to numbra valley and pangong lake required permit and hotel details. Neither the drivers nor any tourists were provided with any of the above details till last minute of departure. We had to search for mmyt representative nearly every day to get details of permit and hotel. Not to mention one time we had to personally visit the office of your representative to get hotel vouchers. Which i felt was really ridiculous.

– none of your representatives intimated us that they had an arrangement with the leh authorities where we were not suppose to buy entry tickets at various sight seeing points. We visited all places and bought tickets for our group at all places. It was only at the last place where one group had an mmty representative travelling with them (I still don’t know how they had an representative with them travelling all the way when we could not even find one to settle our disputes, forget about daily travel) asked us not to buy tickets and just state mmyt at the counter. On asking the clarification for the same from your representative he just said he was sorry for it. I still wonder whether any one in your accounts office knows it because situations like this can easily be manipulated and converted into frauds where in both the customer as well as mmyt pays.

I have been forced to bring all the above points to your notice because it has been highly disappointing to experience such situations. Considering the nature of business i understand that there can be one or two instances where customer can be disappointed, however the above mentioned situations just state the level of carelessness and miscommunication with which the business is operating. I would really want you to go through complete details of each situation mentioned in this mail and provide me an point to point justification for the treatment i received. This was my first travel with mmyt and somehow i am keen on sharing my experience with all of my friends and relatives. If this is the way tours are operated and clients are dealt with, sorry but we are not here to be ill-treated specially after paying handsomely through our hard earned money.

I think your tag line “memories unlimited” has just been interpreted wrongly by your representatives.