Travel Guru Complaints & Reviews

To
Mr. Ashwin Damera
CEO
Travelguru.com (“Travelguru”)
802, 8th Floor,
'C ' Wing Eureka Towers,
Mindspace, Link Road,
Malad (West), Mumbai
– 400 064

Dear Mr Damera,

Greetings. I must begin with saying that your website provides good travel information for hotels. This being the case I am duty bound to formally register my consternation and reproach for the unfortunate series of events that could have had serious repercussions on my friend and I.

I booked a Standard Room in the Maison Perumal, a CGH (Casino Group of Hotels) Earth property in Pondicherry on July 24, 2011 and received a confirmation of the same TGU[protected] and I paid Rs 8960/- for the same. Travelguru accepted my money and this amount was debited from my account. Subsequent to this booking I received SMS’s and other such intimations from Travelguru, that quoted the name of the hotel that I had booked. My check in date was August 13, 2011 and check out date was Aug 15, 2011. On Aug 12, 2011 at 4:15 pm, I received another sms wishing me a pleasant stay and an intimation to note that my check in time at the hotel was 12:00 pm. Secure in the fact, my friend and I (2 girls) set off by road in a car from Bangalore to Pondicherry on August 13, 2011. I received an advisory sms at 12:02 pm while on the road trip, suggesting that I should call Maison Perumal ahead and inform them about a late check in if I was going to reach after 12 pm. Heeding this advice, I called ahead to inform Maison Perumal that we would be delayed but to kindly expect us in 2 hours. To our shock, we discovered that we did not have a reservation at the hotel. The gravity of the situation hit us, 2 girls, 113 KMs outside Pondicherry, without a place to stay on the August 15th long weekend. All the hotels in Pondicherry were booked out as it was coincidentally the Auroville Ashram founder’s birthday too.

We called Travelguru customer care number[protected] several times to be informed by the executive, Ms. Swati that we had been ‘upgraded’ due to a goo[censored]p by the management at Maison Perumal therefore squarely blaming CGH Earth central reservations system. She added that the hotel concerned had ‘begged’ Travelguru to accommodate us elsewhere and that there had been a mass booking and we were bumped off the list. When we insisted on getting a copy of the communication between Travelguru and Maison Perumal to confirm this, she refused citing company policy of not sharing the official communication, therefore offering little clue about who was really at fault. When I asked for details of this ‘upgradation’ we were informed that we were given accommodation in a ‘triple bedroom’ in the Nalla Eco Beach Resort, a 3 star beachfront property by Travelguru’s admission. We were appalled, you see we are frequent travellers and keenly investigate/research our hotels, the key parameters being security, access to the purpose of the visit and cleanliness. We were instantly aware that this was not an upgrade and that something was amiss. We spoke to the central reservations office of CGH Earth and the Manager of Maison Perumal. They informed us that Travelguru was informed on July 25th, 2011, again on August 11th, 2011 and then on August 12th, 2011 that there were no available rooms and that we were wait listed. Travelguru was informed on numerous subsequent occasions by telephone and was even sent a mail by the Central reservations desk of the CGH Earth.

At this point we were about 113 kms away from Pondicherry. We then asked Travelguru for an xplanation and we were advised to confirm the triple bedroom at Nalla Eco Beach Resort immediately or forfeit the booking for a refund as there was no other room that Ms. Swati could find on account of all the hotels being booked out. We requested time to visit this resort to check the place out before confirming the same. At this time we were one and a half hours outside Pondicherry. We were held at ransom in this fashion. We finally unwillingly confirmed the Nalla Eco Beach resort as we would not have any other place to sleep at night. I must inform you that August 15 was not just Independence day, but the 139th Birth anniversary of Sri Aurobindo as well. We checked around 8 hotels and quickly realised that all the hotels were booked out. We accepted the Nalla Eco Beach Resort accommodation under duress and informed Mr. Shailesh Chowgule, a manager at Travelguru later that evening after accepting the booking that we had accepted it under duress.

Nalla Eco Beach Resort is not a 3 star resort, the room that we were provided had crack in the wall, pillows that smelt o[censored]rine. The Bathroom had stained-glass windows that looked out onto the hotel’s open air restaurant/banquet hall and the next door room’s balcony, offering no privacy to the bather. At night, anyone who bathes in the bathroom exposes their silhouette to the entire hotel. The balcony door could not be securely locked as the hook that secures bolt was broken and the door did not have a handle. The other customers of this hotel were mostly bachelors who spent the night drinking and making noise in the hallway across our room. This was not a safe place for two women to stay. I have photos that I shall attach and send to you, not for the purpose of downgrading the hotel, but proving to you that Nalla Eco Beach Resort does not compare with Maison Perumal or serve as an upgrade as advised by the Customer Care executive Ms. Swati and Mr. Shailesh Chowgule, the manager at Travelguru.

We informed the Travelguru manager on duty – Mr. Shailesh Chowgule of the circumstances and he offered us another room the next day at Hotel MASS, another 3 star business hotel in the city. We checked in there at 3:00 PM of August 14, 2011. The MASS was a much better hotel and was a much safer option as there were families staying.

As per my conversation with Ms. Swati and Mr. Shailesh, I have the following points to make:

1. I had booked Maison Perumal as it comes as its a 3 star heritage hotel [not on your website as Mr. Shailesh Chowgule pointed out that it is in the general category (whatever that means), but as per my online research] and my entire idea was to stay in a heritage hotel in Pondicherry with my friend in the heart of the city and see the heritage buildings etc. I had of course decided not to stay in a beach resort in Pondicherry because if I want to stay on a beach, I would go to Goa as its my preferred beach destination. Mr. Shailesh Chowgule in his attempt to pacify me about staying at Nalla Eco Beach Resort during the incident actually spoke to me as if he had done me a favour by putting me in a 3 star ‘beach accommodation’ which according to him WAS an upgrade since it Travelguru lists it as a 3 star beach property. I had then mentioned to Mr. Shailesh that he doesn’t know what the property even looks like and I have first hand knowledge of it as I was sitting in the hotel room. I will also add here that Nalla Eco Beach Resort was nowhere near the city. It was located on the East Coast Road, about 10 kms away from main Pondicherry and so it defeated my entire purpose of being in the heart of the city and increased my travel cost and time to and fro to the city.

2. When I asked Ms. Swati to describe the upgrade that was generously being bestowed to me by Travelguru she mentioned, “Ma’am – you are getting a triple bedroom!” I would like to mention here that she made it sound as if I was getting a villa on the beach. First of all, there were only 2 o[censored]s friends on the trip, so a double bed and an additional bed in a cramped room hardly made up for the disaster that happened. It is not like we were offered a suite in Nalla Eco Beach Resort and given the unsafe place it is for women travelers, it wouldn’t have meant anything.

3. A small Google check on Maison Perumal and Nalla Eco Beach Resort will establish which is the superior hotel based on service, location, reviews, cleanliness and preference according to Tripadvisor. Maison Perumal is perpetually sold out and the fact that we got a room in Nalla Eco Beach Resort [while being grateful that we had a roof over our head] raises an alarm that this hotel has a problem. Nalla Eco Beach Resort is compromised on safety and a lot of its so called amenities. They do not provide broadband internet although it is listed, do not provide a newspaper in the morning etc. I have mentioned the other more serious shortcomings above and will not elaborate further save to say that Travelguru’s rating system on Hotels needs to be seriously revisited because it is not enough to compare a Rs. 4900 triple room at Nalla Eco Beach Resort to a Rs. 4500 Standard Room at Maison Perumal and call it an ‘upgrade’. At best Nalla Eco Beach Resort will be a 3 star beach resort for large groups who would like to stay on a beach, drink and don’t want it to be too costly. Of course, this is a matter of perception as well, but I beg to differ on your rating system. I am a well heeled traveller and have booked rooms directly and indirectly and through third parties like yourself and this has never happened to me. Needless to say, I will think twice before using your company’s services. I will also warn others through appropriate mediums.

4. I had provided Mr. Shailesh Chowgule 2 options to redeem the fiasco that happened thus offering Travelguru a chance to remedy the situation:
a. I would continue to stay at Nalla Eco Beach Resort for the second night if I was refunded 50% of my booking money; or
b. Travelguru at their cost would put me up at a four or five star hotel in Pondicherry to redeem their folly and extend this as a gesture of goodwill. I had also given him a choice of hotels to choose from including – The Promenade, Hotel de L’Orient, Le Dupleix, Maison Perumal etc.
which of course Travelguru did not avail of.

[Please note that the above are not a reflection of Mr. Shailesh Chowgule’s or Ms. Swati’s professionalism. At all times, they were courteous but they were helpless as well and therefore tried to pacify me into taking up at Nalla Eco Beach Resort.]

Now to my causes of action against Travelguru:

1. I have a right to know if my booking is waitlisted as soon as Travelguru knows it. This was not the case as I received a confirmation by mail from Travelguru on July 24, 2011 that led me to believe that the room at Maison Perumal for 2 nights is confirmed. I also know that Maison Perumal never lied and ‘begged’ Travelguru to accommodate us elsewhere because I have written to them on an email and they have confirmed the chain of events that transpired between you and them. Why cant Travelguru deal with waitlisted hotel bookings like train bookings in the event of being overbooked/waitlisted? You should not be sending me a ‘confirmation’ email until you sure the room is mine. Ironically you ran a promotional campaign in 2007 called “A Hotel Room Guaranteed. Any Budget. Anywhere”.

2. I understand now that the sms’s that Travelguru sends me are automated (as Ms. Swati and Mr. Shailesh Chowgule pointed out on the phone to me), but they are misleading when they say, “Wishing you a pleasant stay at Maison Perumal (A Casino Group of Hotel) in PONDICHERRY tomorrow. Please note your check-in time is 12 noon. In the event of any delay please keep the hotel informed on 91 [protected]” and “Good Day. If you have not checked into the Maison Perumal (A Casino Group of Hotel), we would advise you to please call the hotel on 91 [protected] and inform them of late check-in. Have a pleasant stay in PONDICHERRY”.

3. Why doesn’t Travelguru send me an sms with their customer care number? I had no reference of it and it would have been easier to track down the Customer Care number if I had an sms with it. I had to call a friend since I was on the road for the number.

4. When I asked Ms. Swati and Mr. Shailesh Chowgule why I was not informed that I did not have a confirmed reservation at Maison Perumal (and that I had to find out for myself much to my horror), they said Travelguru has a policy of trying to confirm the hotel room for me ‘till the very last minute’. That is very laudable at my expense. At what point did anyone at Travelguru think they should inform me of waitlisted room situation? Was it not enough to inform me about ANY changes to my reservations by August 12th, 2011 so that I could have made a decision to cancel my travel/road trip? Why did Travelguru risk my safety and compromise on my comfort?

5. I have suffered severe disappointment on my vacation since the hotel provided to me on the first night was unsafe and very far from the city when I wanted to be in the heart of the city to be able to walk to historical places of interest, shop and sample cuisine. I was also responsible for the safety of my friend who had come along with me. The second hotel, although far better in terms of location was a regular business hotel with no heritage value as I would have liked to stay in. Therefore, I was forced to spend most of my time commuting or checking in and out hotels.

6. Oddly, someone dialling the Travelguru customer care number[protected] from a landline is able to get through faster than those with a cellphone. Please note that those who travel would find this very inconvenient as customers in trouble would obviously use their cell phones while travelling to get clarifications etc. The customer care wait times before connecting to the executive and hold times while the executive is finding information is appalling. I was on hold 4-5 times during my call with Ms. Swati with a total hold time of approx. 25 minutes. This is ridiculous. She also did not call back on my cell phone when she had promised to. When I asked her why she did not, she mentioned that she said my phone was out of network, which is rubbish because my family was able to reach me on my phone through out the road trip.

PLEASE SHOW CAUSE AS TO WHY I SHOULD NOT FILE A COMPLAINT IN THE CONSUMER COURT.

Regards,

Pakhi Bagai

Booking Confirmation from Travelguru.com[protected] [protected] [protected] [protected]

With reference to the above bookings it was surprising to note that on 16/07/2011 the booking for one room was not provided inspite of confirmed commitment.

THIS IS PURE CHEATING from TRAVEL GURU and when you complain no ones takes ownership and tries to play delaying tactics and to wash their hands off from the episode.

This is regarding my booking Id TGU[protected] .I cancelled it in time but they are not refunding my money as they are imposing this rule that ----Cost of first night (including taxes) and administrative fee shall be charged for cancellations upto 11-Aug-11 12:00 PM.-----How is it possible.Saroval people are ready to make the payment if Travelguru people will forward the case to them.But Travelguru doesnot want to refund due to this fraud rule.

I like to divert your kind attention and help me as this is our hard money.
Regards
Bindu Singh
[protected]@sify.com

Booking Id TGU[protected]

After getting my booking done with travel guru I consistently called for next 10-12 DAYS to request you to confirm my booking and each time I was told that the customer care personnel will get back to me and update the same or the problem will be resolved in 24 hrs. They never gave a call and neither clarity. Every time I was told no one is responding from the hotel. When I called up the hotel (from the number given in travel guru booking voucher) he told that since Aug 13 is a holiday so he won't accept travel guru booking unless he is paid more.

After 10-12 DAYS of repeated followups a customer care official informed me that the hotel has asked for 20 more days to confirm the booking. I requested them to cancel my booking and was told that my money will be refunded in maximum 10 working days (written in the cancellation mail received). I consistently called to check my refund status but there wasn't any clarity except a fixed reply "In Process". Yesterday 10 working days are over (excluding Saturday and Sunday, although Saturday is a working day for banks) and I was told that it will take more days. I again called and insisted to have a discussion with accounts team then was told that they have refunded the amount but will show in my credit card in more 2-3 working days. The next day (June 18) I have been informed that there was a mis communication and it will take 10-12 working days more. Today(June 18) I am yet to get my money back

I have escalated this issue to their mail ID earlier also but never received a reply. The service level of travel guru is pathetic.


Regards
Sujoy Mitra

I had booked a resort through travelguru website on 21st April for 2 Night stay in Vythiri Resort, wayanad from 16th May to 18th May. However even though the bookings were not confirmed they had deducted the amount from my credit card.
After 2 weeks the booking was not confirmed and hence I cancelled my booking on 2nd May. It was mentioned to me that it would take 10 working days for the amount to be refunded. However it is more than 20 working days and the amount is not refunded. Also inspite of making numerous calls to their customer care, I always get the same response that the refund is in process.

Please register this complaint and get me the amount refunded at the earliest.

We have booked for hotel rajdhani in hyderabad. All payments were made in advance. But it was shocking when we reach to rajdhani hotel. the manager said that there was no booking done by travelguru. In fact the manager told that they have not been paid for the room booked and hence even after long travel from mumbai we have to stand out of the hotel for two hours. as it was a pick season, there was no other good hotel available. It was a nightmare. I have all the proofs. never use travelguru... they even dont listen the complain.

Mitesh gandhi
[protected]

Hi,

I had made a booking with travel guru for Goa for December 17 to December 19th. There were three rooms booked for the stay with 9 people. The bookoing was done on December 4. On December 8, I placed a request with travelguru to cancel the booking for 2 people. The deadline for cancellation was December 16 after which the entire amount was non-refundable. Until now (December 17), I do not have any response from Travelguru. The kept stating that the hotel did not get back on the request. On calling the Hotel in Goa, I was told that i had to deal with travel guru since i booked through them. I would like to book a complaint against travelguru and claim a refund amount of Rs.3200 (Rs.800 per person for two rooms and two nights) since they failed to take action within the deadline of December 16. The booking ID is TGU[protected].

Thanks,
Hemansu

I had a horrible tour experience. This is Pathetic and very bad experience with Travel guru. The information which has been given on TRAVELGURU.COM site is totally false, Hotel Rajdoot it not 3star hotel and very bad location or service.We have chosen based on TRAVELGURU.COM information and spent our hard earned money. Hotel Rajdoot is very bad hotel its very very expensive almost TRAVELGURU charge 3 times more then the condition of hotel All the amenities and services as well as what ever shown and written on TRAVELGURU.COM site was supposed to be there.

Booking ID.TGU[protected]

Although, Let me bring to your notice in brief as under;
1. We have booked 2 (Deluxe Room) on 15/10/2010 from 23th Oct to 26th Oct2010 at Hotel Rajdoot, Shimla, India
2. they have alloted us room number 106 and 107.
3. the day we have checked in rooms were very dirty on even repeated reminders they have not cleaned the rooms, since we checked in at 1pm insteed 12noon even though.
4. AC, fridge was not there
5. very rude and discourtesies nature of staffs and authority
7. never changed the bedsheets or pillows cover
8. no where it is 3 star it is just like a sophisticatedly hotel
9. charges of food was very very high compare to food quality
10. Real cost of the room rent will be given by hotel to other clients is Rs.300 to Rs.600

With all aforesaid points I request to take an action ON SUCH SITE WHO FOR MONEY SACK CAN DO INJUSTICE TO

TRAVELLERS.

This is absolute cheating by Travel Guru and I request that prompt action should be taken so that such cheatings against ordinary people like me should not happen in future

I would like to have complete refund of my hard earned money.

Looking forward to hear from you.

With Regards,

Ovais Yusuf
[protected]

i had cancelled my booking on 22 sep and have not got the refunds.everytime i call the concerned athority they tell me that my check has been despatched today.they dont give me the courier details also.i cancelled my booking bcoz i needed money for my mother's treatment.i m very much mentally disturbed with this response of the travel agency.PLS take necessory action.
DR.NITIN GULATI

I have booked Hotel Accommodation in TUNE HOTELS PENANG through Travel Guru first time (UNFORTUNATELY) with the following reference..
WCT82649674
SELVAKUMAR RAMASAMY
[protected]
Check-in Date: Friday, 09 July 2010 Check-in Time 1400
Check-out Date: Tuesday, 13 July 2010 Check-out Time 1000

3812 INR charged to your credit card to complete your pre-paid reservation. This amount includes room rate, tax recovery charges and applicable service fees. Hotel rates are based on double occupancy unless otherwise noted. Charges for extra persons and / or children may apply and will be due directly to the hotel at the time of check-out.

Cancel Policy If you change or cancel this reservation before 12 AM local hotel time on Friday, 09 July 2010, you will be charged a penalty of 4 night(s) room rate plus tax. If you need to cancel your reservation please click here.

I wanted to cancel the booking on 23.3.2010 as per their cancel policy as stated in the confirmation email to cancel his hotel accommodation not BEFORE 12 AM but AFTER 12 AM local hotel time and before Check in Time 14.00 on 9th July 2010.and refund of full amount.

The unscrupulous .travel agent without accepting the responsibility even though they had sucked my blood by debiting my credit card and receiving commission from the hotel, replied that I had made the booking on my own without seeking any assistance from the call centre. When contacted the Hotel directly by telephoning spending my hard earned money they too replied to contact the Travel Agent.through whom I booked.
By just booking a hotel accommodation through TRAVEL GURU I lost my valuable money. If these blood suckers still have some conscience, they should return the money as per the CANCEL Ploicy advised to me.

My word of caution to others: DON'T TRUST TRAVEL GURU.

I had booked hotel accomodation at Pune in March 2010 through TravelGuru.com. However, I cancelled the same within a day due to change in my plans. Though there was an email from the portal mentioning the refund amount, I am yet to get any amount credited back to my credit card (till July 2010). My mails to their customer service email id are always replied with "we will process your refund in 4-5 working days" but there is no refund of the amount till date.

Booking ID. TGU[protected]
Dear Sir,

This is to utter surprise and experience with ref to the above booking ID wherein I have booked the package from TRAVELGURU.COM have rated 3star hotel with all the amenities and services as well as what ever shown and written on TRAVELGURU.COM site was supposed to be there. Although, the information which has been given on TRAVELGURU.COM site is totally false and we have chosen based on TRAVELGURU.COM information and spent our hard earned money. Let me bring to your notice in brief as under;

1. have booked 2 (Elite Room ) on 28/05/2010 from 31st may to 6th june2010 at Tangerine Boutique Resort
Naiko Wado, Calangute Candolim Road, Goa, India.
2. they have alloted us room number 504 and 502.
3. the day we have checked in rooms were very dirty on even repeated reminders they have not cleaned the rooms , since we checked in at 9pm insteed 12noon even though.
4. AC was not working even toilets were having water leakage even on repeated reminders in person they have not get the work done even not changed the room till we were there.
5. Calls never being picked up by reception or by hotel authority.
6. very rude and discourtesies nature of staffs and authority
7. never changed the bedsheets or pillows cover
8. order or ask for glass / water even repeated reminders you will not get
9. no where it is 3 star it is just like a sophisticatedly lodge
10 no one are attentive
11. no gym and no recreation
12. swimming pool water always dirty. no attention from hotel authority
13. no facility for even phone/net/taxi etc
14. breakfast is beyond expectation... just to run the show same things repeated
15. charges of food was very very high compare to food quality

With all aforesaid points I request to take an action ON SUCH SITE WHO FOR MONEY SACK CAN DO INJUSTICE TO TRAVELLERS.

Looking forward to hear from you.

With Regards,

Arun Gupta
Cell: [protected]
Baroda

Hi All

As I have added my complain for TRAVEL GURU, can anyone help me after this how to process ahead, as I am new to all this things, and I cannot THINK that this type of TRAVEL AGENT can CHEAT PEOPLE , NOT FORM INDIA BUT OUT OF INDIA ALSO.

TODAY EVEN MY SON who his 6 yeras old IS SUPPORTING ME AND TELLING ME DAD WERE YOU LIVE THERE ALSO THIS TYPE OF TRAVEL AGENTS ARE THERE ????????????????? LIKE TRAVEL GURU

FRIEND PLEASE LET ME KNOW WHAT TO DO NEXT.

I know there are lot of innocent people complain like this but there will be some way to clean this type of DIRT.

I booked Hotel accommodation at Riga Residency at Coonoor through TravelGuru and got a confirmed voucher for a holiday on 28.02.10. Casually i checked at the hotel over phone about my booking and to my shock i was informed that there is No booking for me and in fact the hotel has no accommodation for 3 months due to some prior mass activity. I took up the matter with travelguru, who has not responded except a message which says they are looking into the matter and will respond within 24 Hrs/3 working days. This message is reced whenever u take up the matter with them. The booking has been made on 21.01.10 and still they do not care to respond.It is concluded that any hotel booking made through this hotel requires personal confirmation from the hotel since this company appears to be fraud.Pepole dealing with this travel company shall be careful unless they want their holidays to end in a nightmare.

I had booked for hotel accomodation with Hotel Lake View using the online booking service of Travel Guru. The booking was for 19th to 21st of Sep, 09 done on 13th Sep. Travel guru confirmed availability of room and I paid the amount of Rs.6,557/-. While getting the confirmation details, I was advised to check up with the hotel after 48 hours for details. Hence I contacted the Hotel Lake View on 16th Sep. However the officials at Hotel Lake view replied that there is no room booked in my name. I checked up with Travel Guru again over phone(spoke with atleast 5 officials), and they again confirmed that I dont need to worry and they gave me the details of a lady to be contacted at hotel. Again I checked up with hotel only to find that the lady was on leave and the hotel staff started getting furious with me and they said they do not have any arrangment with Travel Guru and the accomodation for 19th was over even before my booking date ie 13th Sep.

Out of confusion I immediately cancelled my booking with Travel Guru, as I feel that they are cheating people. Upon cancellation they charge me Rs.300/- as cancellation charges and they are yet to refund me the remaining money. I attach herewith the confirmation given by Travel Guru with reference number.

Had I not checked up with Hotel Lake view on 16th, I might have had a horrible tour experience as I might end up packing on the same day or may have to settle for some cheap hotels to stay with my family. This is absolute cheating by Travel Guru and I request that prompt action should be taken so that such cheatings against ordinary people like me should not happen in future

Dear Viji ,
Thank you for booking with travelguru.com. We are pleased to confirm your booking as per the following details:


Hotel : Hotel Lakeview
Booking ID. TGU[protected] Main Contact: Viji Raju Email: [protected]@gmail.com
Booking Date : 13/09/2009

Traveler & cost summary
Reserved under the name: Viji Raju
No. of Adults: 4 Adult(s)
No. of Children: 3 Child(s)
No. of Rooms: 2
Check-in: Sat, 19 Sep 2009
Check-out: Mon, 21 Sep 2009
Room Rate (per night): Rs. 2912.50
Taxes
(per night): Rs. 366.00
Amount charged for hotel
reservation Rs. 6557






Room options / Additional requests



Hotel Summary
Hotel Star Rating:
Address: Hotel Lakeview , West Lake Road , Ooty, India
Hotel Tel. No.: [protected]
Hotel Fax. No.: [protected]
Please note that your booking is confirmed.It could take upto 48 hours to reflect with the hotel. You may check with the hotel after 48 hours of the booking being made.

Unless specified otherwise, rates are quoted in INR.
The price shown above DOES NOT include any applicable hotel service fees, charges for optional incidentals (such as minibar snacks or telephone calls), or regulatory surcharges. The hotel will assess these fees, charges, and surcharges upon check-out.


Hotel Rules and Restrictions
Property policies
• You must be 18 years to check in to this hotel.
• Your credit card has been charged the total cost mentioned above. Prices and room availability are not guaranteed until full payment is received.
• Failure to check into the hotel, will attract the full cost of stay at the hotel being charged to your credit card as no show charges.
• Some hotels may require guest (s) to furnish a valid photographic proof of identity in original at the time of Check-in. Kindly carry the same along with you to avoid any inconvenience. The following documents are recognized for this purpose viz. PAN Card, Driving License, Passport or Election Card.
Cancellation and changes
• Cancellations made Within 1 day(s) of check in date, full cost of stay shall be charged.
• Cancellations between 1 day(s) to 2 day(s) of check in date, 1st night room & taxes shall be charged.
• Cancellations before 2 day(s) of check in date, a fee of INR 300.00 shall be charged.
• Cancelling your stay: Cancellations can be made online. Cancellation can be done from the Hotels tab of travelguru.com hotel home page.
• All refund requests must occur within 60 days of hotel check-out. Any refund for checking out early or for no shows will be given at the sole discretion of travelguru.com.
• If you wish to book multiple rooms, you must use a different name for each room or the duplicate reservation may be cancelled by the hotel.
• The above cancellation policy is indicative and is subject to change at any time
• All hotels charge a compulsory Gala Dinner Supplement for the Christmas eve and New Year's eve on the stay during respective periods.Besides, other special supplements may be applicable during festival periods such as Diwali, Dusshera etc.
• The charge for the same as applicable at the hotel would have to be cleared directly at the hotel.
• Travelguru shall not be responsible for any such additional charges levied by the hotel other than the room charges.
• In case of increase in tariff during the URS period in Ajmer or Lord Jagannath Rath Yatra in Puri, the customer is liable to pay the difference if the Check-in date falls during those periods
The Above rates are valid for Indian Residents only. Different rate might be applicable for foreign nationals and non residents of India.



Customer Supports
Booking ID.: TGU[protected]
If you have any questions about your booking, please contact us at [protected]@travelguru.com.
Please keep the Booking ID number available at all times for reference.
For immediate customer support call travelguru at +[protected]
Your credit card statement would show the amount charged against travelguru.




Sameer.[protected]@ust-global.com

I had a booking of Kingfisher flight from Mumbai to Lucknow dated 5th of November of cost rs. 4035, which i had to rescheduled to 27th of october. I conatcted the one of the customer executive namely, Mr. Rishikesh. He inormed me that i would be charged only Rs. 5025. He never informed me that Rs. 5025 would be charged to me as rescheduling chearges. I asked him thrice of how much would i be charged. Mr. Rishikesh told me that i would be charged only Rs. 5025 and rest of the money i.e. Rs.4035 would be refunded back to me. When i called him for my refund he told me that i wont be refunded any money and the later charges were rescheduling charges. I told him that he never informed me about this. Then Mr. rishikesh forwarded my call to his supervisor, i told him about my case, then that supervisor told me that he will listen to all my conversation recorded with Mr. Rishikesh and get back to me on 1st of december, which he failed to do. Then i again sent one mail to travelguru stating this. Then in evening i received call from Mr. Rishkesh stating that no money will be refunded back to me, as been told by his supervisor.

I am 100% sure that Mr. Rishikesh never told me that Rs. 5025 were rescheduling charges. Please help me in this.


My ticket number is[protected] HAQUE SHAFIUL(27/10/2008)
Booking Id for 5th nov: 653127

thanks & Regards,
Shafi
contact no. [protected]

I booked two tickets to Delhi on JetLite 09:35am (11-Oct-08) for my parents on TRAVELGURU.COM for which I received transaction confirmation as well PNR for the tickets. The details of this transaction are given below:

Booking ID: 647640
PNR: PXTFKF
Amount: Rs.10, 756/- debited through netbanking from HDFC BANK

However when my parents reached the airport they were told that the tickets are not valid and that they cannot fly. The amount of Rs.10756 was already debited from my HDFC bank account through which I made the transaction. The tickets were booked for that particular flight due to urgent need to reach Delhi by afternoon. Also, they were told that amount will be refunded later and that this amount cannot be adjusted against another ticket booking. This has caused tremendous inconvenience to my parents who are senior citizens and they had to struggle to get another flight ticket from INDIGO airlines at 12:20hrs. We received an SMS from travelguru once the ticket were booked, however when I called after this incident, I was informed that it was due to some system error that the transaction was not completed. My concern is that if transaction was not completed, then why did TravelGuru not inform us well in advance, either through SMS or phone call or email. I had given all contact details while booking these tickets. The booking was done one day prior to scheduled departure. Also once we receive an SMS mentioning confirmation of the tickets, how will we as consumer come to know that the transaction is not completed even after the amount being debited from bank account. Due to negligence on part of TRAVELGURU.com, my parents had to bear the the following incoveniences:

1) Sudden shock of tickets not valid inspite of receiving booking confirmation through SMS
2) Amount already debited from bank account but neither TravelGuru nor JetLite was willing to refund the amount at the spot or adjust in the next available flight ticket to Delhi
3) My parents had to reach Delhi by afternoon, however due to TravelGuru's negligence, they were to forced to take 12:20 hrs flight to Delhi which caused them a delay of more than 3hours
4) My parents had to arrange for funds immediately to pay for the next flight tickets
5) My parents had to buy tickets at a higher rate as compared to what was bought earlier from TravelGuru.

Also when I spoke with Travelguru on Sat, 11-0Ct-08, I was informed that the refund is already is process and that it will be credited to my bank account very soon. However, its been 3 days now and I still do not see the amount of Rs.10, 756 credited to my account, which is another inconvenience. I request you (TravelGuru) to kindly refund this amount immediately as any further delay will cause me further inconvenience in managing my cashflow.

In view of the above, I would like to file a consumer complaint against TRAVELGURU claiming compensation for causing inconvenience to my parents who are senior citizens and having had to spend extra amount to buy another tickets. I am marking a copy of this email to consumer redressal groups which will then be filed in the local consumer court for further processing if the amount is refunded soon.

Travelguru.com is currently advertising an international holiday package in Maldives at Club Med - Kani Resort. According to this package they are offering 50% discount on companion's Land Charges. This is a misleading offer. On contacting Club Med directly I found the Superior Room charges are USD 720 per person on twin sharing basis. On current conversion this is approx Rs.30, 000. per person. Travelguru.com have advertised per person Land fare as Rs. 39, 899, this is the price to be paid by the first person and on 50% off for the companion they pay only Rs. 19, 999. As you can clearly see that the full price for 2 people by Club Med is Rs.60000 and the price advertised by Travelguru.com also come to Rs.60000 for Land. This is a complete misleading offer where customers are duped into believing they are getting 50% off on companion land fare.

Apart from this even the airfares charged are much higher than current airfares directly availed from airlines. I am getting return economy airfares for 2 from Chennai to Male via Colombo for a total of Rs.15000 including all taxes but Travelguru.com are charging Rs.11, 955 plus taxes per person. Airfares however are subject to variation hence it can be overlooked but definitely not the above mentioned part of the package.

I have informed Travelguru.com's contact centre representative about this and have not received any feedback from them yet.

I will take this up more seriously if no contact is made by them.

Hello,

We have been given Case No 2240 for below mentioned grievances relating to Hotel reservations done through Travelguru Portal. Please look into this and do the needful.

1. Trip id - TGU[protected] for reservation at Hotel S N International, Thekkady Check in 12/11/2007 Check out 13/11/2007. Reservation Amount Rs. 2818. Cash back amount to be received - 25% for reservation done using ICICI bank Platinum card No: [protected]

We had original reservation for Hotel S N International. On reaching Hotel, we did not get booking over there. Hotel S N International had not confirmed this reservation where as we had received confirmation voucher from travelguru. After almost one and half hour of coordination with different people at travelguru we were shifted to Hotel Greenwoods. Inspite o[censored]ndergoing all such inconveniences at the ninth hour we have not received any cash back or any compensation from Travelguru. Cashback amount works out Rs. 704.50/-.

2. Trip id - TGU[protected] for reservation at Hotel Pagoda, Allepey, check in 14/11/2007 check out 15/11/2007. We had orignally booked for 2 rooms. After discussion with Niquelle D'Silva we had cancelled the reservation for 1 room and retained it for 1 room. As per discussion with Niquelle, only Rs. 300 was to be deducted as cancellation charges. Charges for 1 room were Rs.2,719/- and Rs. 5438/- for 2 rooms were charged to ICICI bank Platinum card No: [protected]. After cancellation, we were to received Rs. 2719 - Rs. 300 = Rs. 2419 for the cancelled room which has not been credited back to our credit card account. This was also confirmed telephonically with Mr. Arun, Cochin office of Travelguru. Please recredit this amount as other room was cancelled in advance.

3. Trip id - TGU[protected] for Granduer House Boat, Allepey Check in 13/11/2007 check out 14/11/2007. This booking was originally made for 1 BR houseboat which was converted to 1 room house boat as per discussion with Mr. Sebastian of Grandeur House Boat and email sent to [protected]@travelguru.com, [protected]@travelguru.com. Original reservation amount was Rs. 16,000/- charges towards ICICI bank Platinum card No: [protected]. No amount has been recredited towards conversion from 1 BR to 1 Room. Rs. 5,000/- was to be recredited to our account towards this conversion. Please look into this.

We have been following up with Travelguru repeatedly for last 2 months over the phone on this. On 28/12/2007 we had verbal discussion Swati from Travelguru helpdesk on this. She had verbally assured us that amount will be recredited within a week. After waiting for credit card statement, we did not find the recredit and raised this with Mr. Ross on 1/2/2008. He has given us case no: 22400.

We have attached copies of earlier email for your reference separately.

It has been more than 3 months of consistent followup with different people in travelguru. Please look into this and do the needful asap. It will be nice if this case is alloted to a person with a fixed phone number and email id. Further followup can be done with a single person.

-Viral Doshi
[protected] /[protected]

From: isha Rahar <[protected]@rediffmail.com> |
To: [protected]@travelguru.com, [protected]@travelguru.com, [protected]@travelguru.com
Subject: Credit card misuse....

Hi,

Please be informed that i had booked a holiday packgae from travel guru from delhi to Kerala. In order to do that i gave my card details to an agent named Neha. Now i got an call from my bank that my cards are being used by doing online transactions. I have used 4 cards with travel guru & on all of them somebosy has done the transanctions & have exhausted my whole credit limit. Please check into your system as there is something terribly wrong with in your company that the cards are misused by your people.

Please do something at your end else i will be forced to use legal way.

Best Regards
Isha Rahar

Even after writting this kind of e-mail I have not received any kind of communication from travle guru. So i have called to know the status if they are working on it or not. Now they are completely denying the fact that it got leaked form them. where as the way my card were used a layman can also tell that it is used by travle compnay as around 30 domestic airline tickets are booked on differnt names using my cards. It;s going to be mpre than a week that they are not getting back to me on this. It is mental harassment as i was on phonw with the bank for entire night n day to get the details of the amount used. I even gave them the customer details for the tickets booked but they are nto suporsting at all.