[Resolved]  Yatra.com — Poor services by yatra.com

Address:	New Delhi, Delhi
Website:	www.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