Make My Trip - Booked hotel has been locked for 2 years

Reference to NH*************.

Terrible experience on domestic hotel by Makemytrip - the hotel property was closed when I arrived at the location in Kovalam, Kerela.

Waited for couple of hours for a customer care executive to be able to resolve the issue. (with my kid age *yrs). Executives kept passing me on from one to another, mentioning they will get back in **mins.

I had also pinged Ritwik Khare on Facebook (hoping for some response since he happens to be in management), nopes - no response from him too. It is ** Aug today, while the incident happened on ** Aug.

Locals tell that it has been sold out nearly * yrs back!

After the wait time of * hrs I was given options that were not at all a match to what I had selected and booked. One executive - Mrinal mishra finally mentioned he will escalate to higher authorities but i will need to wait for **hrs for revert. How can SLAs be so high in such critical situations when a tourist is stranded in an unknown place with a child!

It was a long weekend so none of the good hotels were available! I finally after some tour around the city could manage a room (due to the hotel's last minute cancellation).

Since then (** aug) till today (** aug) - there is no response, no call, no email from makemytrip so called higher authorities on the penalty. I paid **k for * nights which i lost to them. Raised multiple service requests - refund of **k processed after * days of the complaint. Makemytrip quotes double the amount refund if inclusions mentioned by a hotel arent provided. How about penalty when the hotel itself is locked and I am left with my child stranded in the heat to figure out a place?