Travel Guru — Reservation not confirmed after payment has been credited

Address:	Mumbai City, Maharashtra
Website:	hotels.travelguru.com/checkout/pay/handleCCAvenue PaymentResponse

I have a strong complaint against Travel Guru.

On November 6th, 2016, in the afternoon, I sought to make a reservation through Travel Guru for a cottage in Hoysala Village Resort (near Hassan). The reservation was for a 2-night stay for 3 adults, checking in on November 8th and checking out on November 10th.

The website of travel guru (accessed by clicking on Tripadvisor page) led us through the 3 steps required for the reservation, with the final one being payment for the above, amounting to Rs 21, 533/. This was done through the internet banking facility. The bank transaction was correctly made, and this significant amount has been deducted from my account and credited to Travel Guru Pvt Ltd. I later verified this as below:

Last 10 Transactions
Date (Value Date) Narration Ref. No. Debit Credit
06-Nov[protected]Nov-2016) TO TRANSFER
INB D V Travels Guru Pvt Ltd CCADK2AAE183IGAAFKJFN1 21, 553.00

However, at the end of transaction, instead of getting a confirmation of reservation, the computer screen came up with a message, ‘Internal Server Error’ from travel guru.

I immediately called up the travel guru number, and spoke to an agent; she took down all my particulars – name, e-mail, phone number, dates for reservation in the said resort, and the amount paid already – and checked her system and then said that no reservation has been made in my name. She was most unhelpful, saying that we should wait to hear from the ‘payments department’, which would get in touch with us after 24 hours.
Given that we were seeking a reservation for November 8th, and it is already November 6th, and the amount has already been debited from my account, such a long gap in responding was unacceptable. On mentioning this to the agent, she tried to mollify us by saying that we might hear on our e-mail id by this evening. It is now already 11 pm and I have received no e-mail or sms message. A fairly large amount of money has been debited, and no reservation has been done! This is cause for tremenduous anxiety.

We would request that a confirmation of reservation reaches us within the next 12 hours.