[Resolved] Yatra.com — Poor services by yatra.com | |||||
Hi, I am totally dissatisfied with the service from yatra.com has offered to me in hotel booking. I booked, with 100% advance booking, a Hotel in Shimla through yatra.com for 7 Jan 2017 for 1 night for 3 adults and 1 kid (Aged 42, 36, 12, 6; 12 year kid was mentioned as adult due to policies) and got confirmation from yatra.com. Booking reference :[protected]. I reached hotel on 7th Jan 2017 after walking about 13-14 km due to snow and road block with kids (again 12 year old is kid; though mentioned as adult in hotel booking). When I showed booking mail at hotel reception about my booking, he told this booking is not confirmed and he also told hotel had already informed Yatra.com about this. But I had confirmation from Yatra.com. Hotel receptionist called Yatra interface directly (someone Nitin from Yatra.com; if I remember name correctly) and told him that booking is not confirmed and why this was not told to guest. There was no answer from that side. My kids were shivering like anything and were in panic mode. I was not able to provide a room to my family. I called Yatra.com call centre from Hotel receptionist’s phone as my phone was out of network. I told about situation and complained them why they did not inform me when booking was not confirmed from hotel side. (Sarika or Savita was the person from Yatra side). But booking mail said confirmed hotel booking. She said sorry and promised me to call back. I specifically told her to provide an alternative only nearby as it is difficult to move anywhere far due kids and due to total halt, no movement in Shimla. I got a call after some time and lady from Yatra.com (Ms Rajni…) told me yatra.com had arranged a hotel 6 km from this place. I told her it is not possible to move even few meters due to current sitation at this stage so I want a room nearby. She was rude and when I told her I am with kids and they are not well, shivering. She told me you booked hotel for 3 adults, 1 kid and you are saying you have two kids. That was so bad comment from her side. She was trying to look for some thing which is against me in this booking. I strongly objected her and told 12 year old person is still a kid; he was mentioned as adult due to your policies on age. (had I mentioned 12 yr as kid, yatra.com would have said this is wrong booking) Then she rudely said, confirm your alternate booking or cancel Yatra.com will refund your money. I told I will not accept the alternative booking, nor will cancel the same. It was very bad conversation from her side. And no furhter assistance was provided by yatra.com. It was getting late, then I tried to look for someplace on my own for night stay as I could not sit in open with family. This was very horrible trip and thanks to yatra.com for very poor service. Yatra.com should have informed me earlier before leaving, that this booking is not confirmed. But on one side yatra.com are not listening to hoteliers; on other side they are committing wrongly to guests and poor customer relations. Moreover, now yatra.com is asking for feedback for hotel where I was not able to checkin due to yatra.com's mismanagement and misalignment internally (someone could internally inform not to send this feedback request to guest). Further, there is no apology or refund from their side. I will not use Yatra.com in future, will not recommend to anyone and thinking of legal options as well. Regards Neeraj Was this information helpful? | |||||
Feb 13, 2017 Complaint marked as Resolved Yatra Online / YatraTrip.in customer support has been notified about the posted complaint. Verified Support Jan 09, 2017 Yatra Online / YatraTrip.in Customer Care's response Dear Neeraj, Greetings from Yatra.com! Regret the inconvenience caused. We are looking into your query and our team would respond you at the earliest. Request your patience in the interim. Should you require any further assistance, please call us on[protected] /[protected]. For holidays please call on [protected]. Alternatively, write on [protected]@yatra.com Best Regards, Yatra Care Verified Support Jan 12, 2017 Yatra Online / YatraTrip.in Customer Care's response Dear Neeraj, This is in furtherance of our conversations and email exchanges regarding booking ID –[protected] . At the outset, we regret if any inconvenience was caused to you. We would like to state that we had processed your hotel booking at Hotel Sangeet for 1 night, at Shimla, as per the inventory of hotel rooms communicated to us by the aforementioned hotel. However, after your booking had been processed by us, we received a sold out notification from the hotel. We would like to clarify that we had no information about the hotel being sold out. Later, We have arranged an alternate hotel arrangement, which was declined by you. Further, we offered you a Yatra e-wallet credit of Rs 1000/-, which was rejected by you. You will appreciate that we are merely a booking platform and do not exercise ownership over the hotels, which are the principal service providers to the customers. We process hotel room booking requests on the basis of inventory communicated to us by such hotels / third party suppliers. In case any of the hotels fail to confirm the hotel bookings on account of it being sold out, subsequent to the customer's booking transaction on Yatra.com, which happened in your booking as well, we at best can offer alternatives of a similar range/refund the money. Since none of the above is acceptable to you, We have processed the full refund of INR 2971/- in your account. We are still offering you INR 1000/- in your EWallet account without any expiry with 100% worth and same could be used in any hotels, flights bookings with us. With reference to your feedback regarding customer services, we regret any unintentional inconvenience caused to you. This is not the aim of our services level and assuring you for better services ahead. Best Regards, Yatra Care Verified Support Feb 20, 2017 Yatra Online / YatraTrip.in Customer Care's response Dear Neeraj, We request you to please share the requested details to assist you further. Best Regards, Yatra Care Verified Support Feb 21, 2017 Yatra Online / YatraTrip.in Customer Care's response Dear Neeraj, Greetings from Yatra.com! Thank you for contacting us we regret the inconvenience caused. We would request you to kindly share the Yatra reference number and we will be happy to assist you. Best Regards, Yatra Care | |||||
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+91 95 5580 0800 [Customer Support]
+91 12 4437 5353
+91 12 4437 5318
1101, 11th Floor, Tower B, Unitech Cyber Park, Sector -39, Gurgaon, Haryana, India - 122001
I could not reply earlier.
Though I got reply from Yatra.com and spoke to floor supervisor, he was polite while talking . However, he did not agree that yatra did any mistake and tried to shift responsibility to Hotel only. Floor supervisor provided 1000/- voucher to me which i had denied accepting.
I will not use yatra.com further for any bookings and will ask to permanently remove my name from yatra.com database.
Regards
Neeraj
Greetings from Yatra.com!
Thank you for contacting us we regret the inconvenience caused. We would request you to kindly share the Yatra reference number and we will be happy to assist you.
Best Regards,
Yatra Care
Greetings from Yatra.com!
Thank you for contacting us we regret the inconvenience caused. We would request you to kindly share the Yatra reference number and we will be happy to assist you.
Best Regards,
Yatra Care