Below is email which i send to yatra.com (which include complaint and detail)
Hi
I have booked hotel from yatra.com for Goa at Ginger Tree Beach Resort, my yatra booking reference are (YT5082055, YT5082097, YT5081993, YT5081848 and 2 others).
When I reached hotel (aprox 1 PM), they give me 2 rooms, which was not my expected, room condition are not good, AC is not working, so i called reception and he tell me that within 10 min ac will start, i checked bathroom and found that there is no hot water facility, so i againg called to reception he told me that we can provide hot water within 15 min., after half hour one waiter give us half bucket of water so i asked for more hot water and he tell me that we can only give half bucket hot water per room, so i called manager i told him i need more bucket, he told me that he can provide more hot water after manager told that then we got more bucket of water.
After half hour i againg called to the manager for AC, he again tell me ac will start within 10 min, at that time i am very hungery so i told him we need lunch, so he told me he can send waiter to take order from me. after 5 min manager called me to check wheter AC is started or not but that time AC still not start, so he told me i look this issue, after 15 min manager came at our room and take order for lunch.
we order
1 plate panner bhurgi
1 plate cheeze butter masala
2 butter milk
4 butter roti
After half hour we recieved our food, after reciving we start to eating and when just trying to eat (put bytes in mouth) we found this is non-veg, so we check whole dish and don't found any kind of cheeze, so i go called manager and tell me come at my room and i show all plate and tell him that we are pure vegitarian, after checking (checked by manager, he was agree that this is non-veg), so he called hotel owner for this issue, after owner came he told me that this is not non-veg this is mushrum (they told me that they were give mushrum masala insteade of cheeze butter masala because cheeze is not in stock), after so many debate and headeach our family deside that we don't want to stay here any more, so we leave that hotel.
Even if i assumed that they give mushrum (instead of non-veg), the basic question is why they changed our food without our permission, if they called us and tell that cheeze is not available we just order another item. if someone (service provider) changed your order without your permission how do you feel????? do you ever used their service again????
So please refund my amount.
Right now i just asking my amount which i have been paid to you and even i haven't used your services (how can i paid to you beacuse i haven't used your service which is i have booked hotel for 3 days and i haven't stay at hotel 2 hr), if you deson't solve this issue i will filed complain against you in consumer care department and ask you for pay to me also compansion for harrasement and serve non-veg food to me which is hurt my religious feeling.
Sachin Akhani
Get reply after 10 days (after many calls to call center) from : [protected]@yatraonline.com
[protected][protected][protected][protected][protected][protected][protected]---...⇄
Dear mr akhani
As per our discussion you said that hotel offered you non veg food but when i called up in the hotel you were also there infront of hotel person, he said that mam it is not non veg they did not have paneer so they gave you mashroom he was accepting his mistake and was ready to give you other food without any charge he said give him 1 chance but you were not at all ready for any acceptence than you asked for refund so as per yatra policy refund is possible when hotel is ready to refund the amount but infront of you hotel person said refund is not possible give him 1 more chance. Than you said either you give me refund or not i will not stay in the hotel that time i informed that if you are paying extra amount for food there is 1 more option you can have food outside if you do not trust on hotel, but refund is not possible because hotel is not ready for refund you were not ready and you said you do not want any refund but you can not stay in this hotel. I am sorry to inform you sir refund is not possible
Best Regards,
Yatra Team
B - 21 | Infocity | Sector-34 | Gurgaon | 122001 | India
Phone: +[protected] | 7 Fax:[protected] |
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They give 3star hotel where i have booking (in goa, ginger tree beach resort), which i haven't AC (in working condition), don't have hot water facility.
They have policy if hotel give refund then and then they give refund????
if you book from this company i think you never get ur monry back whether they provide service or not, they have single policy take money from customer and forget it.
Think thousand times before you book any thing from yatra.com
Aug 13, 2020
Complaint marked as Resolved 
We are extremely sorry for the inconvenience caused. We have forwarded your query to the concerned department, you will be contacted back shortly.
Regards,
Yatra Team