Location/place: Dehradun
Name of company/service: Cleartrip booking website cleartrip.com
I had made a Hotel booking from www.cleartrip.com website for Two Deluxe rooms (along with complimentary BF) at THE PARK HOTEL Mussoorie Uttaranchal for Sat 11 Aug 2012. I had received a complete Booking receipt on my email id and even a booking conformation sms on my cell phone. This was the Booking ID 1208116238, I received after complete making the complete payment.
Being assured of my booking I had reached the Hotel at 10 pm in the night. To my shock I was told by the Hotelier that the hotel had no rooms available and all the rooms had been sold out. He insisted and did not entertain me in any fashion. After long argument and fake excuses like updation problems etc. He said” We have only one room and you can accommodate there with all your family members if you like”. The room which he offered was not of the same class and was all filthy and unhygienic . It seemed more like an employee rest room than a guest room .To add to this I had my old parents and my small kid who was just 6 months old with me that time and the weather that night cloudy and Mussorie was experiencing heavy rainfall.
I called the helpline number of cleartrip for an explanation and a solution. I kept holding the line for 30 minutes when finally my call was connected to a customer care REP for Cleartrip. I was told that there has been a mistake and all the hotel rooms have been sold off after they had a word with the hotelier while keeping me on hold.
I tried to speak to the floor manager even to seek a solution or any alternative accommodation to keep my family safe and comfortable. After speaking for 2 hours to the floor manager SANJEEV I was given the same solution as offered by the Hotelier. I was not offered an alternative accommodation. I had no transport at that hour I was not offered even a cab to look for an alternative accommodation myself. On top of this I was asked that I can make a new reservation from the cleartrip phone booking menu and make a new payment. I had no assurity that the next booking I make will also provide me with the accommodation. The new revised last minute rates were an additional factor.
Eventually after the discussion for 2 hours I was not provided with any help, my family had to stay with no help and shelter in that climate at that time . I was told that I would get a refund for only one room if I opted for the solution they had promised by the hotelier in the morning. I was not provided with any refund the next morning by the hotelier and he blamed the website and said they will be making the refund. I was without a room and the best part is after making an advance payment, on top of this I was not made a refund even.
One can imagine the amount of torture and harassment I had to undergo that night because of the mistake from the website side as well as the mistake from the hotelier side. I would like to the notice that I was not offered a solution from the Customer cares side who even denied telling me his Employee Id so that I could make a complain and use it as a reference the next morning.
I have not received any mail / phone / sms from the websites side seeking an apologie with respect to the inconvenience cause to me and my family. I called the helpline today as well asking an explanation and the concerned person is saying that I was made a call at 10 yesterday. I have received no calls.
I wish that the website should be penalized for such inhuman acts and such irresponsible attitude towards customers. I need a refund for my payment and a compensation for all the expenses I had to make that night. This situation should not happen to any individual so the website should be penalized and fined for this.
Thanks
Ujjwal Abhishek
9837151040
[email protected]
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