| Address: Mumbai City, Maharashtra |
I have had a horrible experience with Yatra.com. They left me with my family (we have a 16 months old kid with us) all by ourselves in the middle of the night. the hotel we had booked was locked out and we had travelled all the way from Mumbai.
What happened next is in the whole mail given below:
From: joyanta.[protected]@gmail.com
Date: 8 May 2015 12:28:47 pm IST
To: "Yatra.com"
Subject: Re: 'yatra=[protected]' YAT[protected]
Dear Sir.
I hope and wish you understand how it feel to be stranded in the middle of the night with your family and a 15 months old child.
However, I would narrate the event once again for your convenience.
We started from Mumbai after office hours on Thursday (had made a booking for 3N starting Thursday night). And reached there around midnight. When we reached there, there was no way to find out the location of the hotel. Even your own customer support person guy did not know the location. In the middle of the night he told us that we should make own arrangement and he would process our full refund (how customer friendly approach!!!).
However, we got hold of some local people and located the property after searching for it for an hour. When we reached there, the resort was locked out (the main gate was locked), and both the numbers provided by you were not responding (apparently the numbers were of the resort owner). My wife had to sit for all the time inside the car with my baby as he was hungry and was crying badly.
After, searching and requesting some local people (I had to knock some doors in the middle of the night and wake them up for help), got to know that the care taker boy stays 5 kilometers away. I went and picked him up from his home and brought him to the resort.
Then he opened up the place for us (by the time it was 2:30 am). We went inside the room. The room was stinking; the AC had no temperature control. The bathrooms were dirty like hell. My wife chose not to even wash her face. My child was hungry, and the resort didn’t even have a drop of milk!
Somehow, we sat there, thought of passing few hours so that there’s light outside, and we can leave that godforsaken place.
In the morning I called up the call center (in the night we did call up your emergency number, but, they too told us that they can’t do much and we need to wait till 6:30 in the morning when the call center starts operations), spoke to Ms Neha Sahani, who instead o[censored]nderstanding what we are going through, started shouting on me (another example of customer friendliness!!!). On request of speaking to a senior, I was transferred to Mr. Balram Singh, who then told me to wait till 10amand he will get back to us.
In the meanwhile I got a call from the owner (on the caretaker’s mobile number), where in she told me that she was not aware of any booking on my name. She also, said that she has not even received any payment for the same.
After waiting till 10:30am (what responsiveness / punctuality from your people), I called back again at the call center. After again fighting my way thru Ms. Sahani, reached Mr. Balram, who first told me that we have been allocated Mango beach resort, then again after keeping me on hold for a long long time, told me that he can’t do anything and would process 2 night’s refund. To which I told him, that we are not looking for any refund, but, place to stay with my family. Or else, my full refund. To which he asked for time till 4:00pm. And it’s quiet evident from your way of operations, there was not call back from any of your employees till date.
Post this call I immediately left that place and checked into Radisson.
Now, my point is that I am accepting passing few hours in that resort, but, can the resort owner show any proof that we have stayed there? (The fact is that I did not sign any kind of form of register).
Secondly, is this the kind of sympathy you have with your customers, that in the middle of the night / wee hours of the morning, you ask them to take their money and get lost?
I am simply requesting you to please refund my full money. If I don’t get to hear anything, then I will have no other choice, but, to look for all other way possible, and ask for additional compensation that I had to pay to stay at Alibaug.
Hope to hear from you soon.
Regards,
Joyanta Dutta
+91-[protected]
Sent from my iPhone 6
On 04-May-2015, at 2:59 pm, Yatra.com wrote:
Dear Mr Joyanta Dutta,
Namaskar, Greetings from Yatra.com
Referring to your complaint regarding booking id: [protected], we have spoken with Ms. Disha from the hotel. She told that due to late check-in the problem was occurred and guest had to wait long however the guest has already availed stay for one night and she allowed them checked out at noon after check in time.
We tried our best to convince the hotel but hotelier denied for full refund hence one night retention is applicable for the same.
Kindly advise us for refund of 2 nights so that we can process refund from our end ASAP.
Regards,
Yatra Team
Yatra.Com | Tel : +[protected] | Tel : |6th Floor Tower D, Unitech Cyber Park, Sec 39, Gurgaon, Haryana – 122002
Have Feedback? Please write to [protected]@yatra.com for all requests and concerns and we will ensure prompt action is taken as requested
Yatra Online / YatraTrip.in customer support has been notified about the posted complaint.
Greetings from Yatra.com!
Please accept our sincerest apologies for the inconvenience faced by you. This is definitely not the level of service we endeavour to provide to our customer. Please be assured that we are taking the necessary steps to ensure that such instances, though rare already, do not recur. We would like to inform that we had already initiated full refund of INR 6, 782.00 on 11 Jul and it will be credited into your account within 3-5 working days.
Should you require any further assistance, please call us on[protected] alternatively write on [protected]@yatra.com
Best Regards,
Yatra Care