Ease my trip - Confirmed Booking Not Provided

This complaint is in reference to my EaseMyTrip booking Grievance Number: ******* on consumerhelpline.gov.in where after cancelling my * bookings made for Rs ***** in Hotel Carlton Downtown Booking Ids (EMT*********, EMT*********) and on *rd attempt they confirmed the booking for Rs ***** when the price increased, booking id EMT*********, I had asked for refund in the difference amount as they purposely were cancelling the booking and confirmed when the price increased. • Little did I know that I am making the worst decision of my life by making a hotel booking through EaseMyTrip they should rechristened their name to “AggravateMyTrip”. On reaching the Hotel Carlton Downtown I came to know from the receptionist that there is no booking in my name in the hotel. From here starts the painstaking journey, I called the customer support where they casually tells me to wait for *-* hours and they will arrange call back with operation team, on literally firing them the operation teams calls tell me to wait for ** min till they sought out the issue but even after * hour they don’t revert. • After further calls to customer support and after explaining them the gravity of the situation after * hour ** min operation teams tell me that they cannot provide me room in this hotel and offers to book it in another hotel which is * to ** kms away from the current location. • On telling them that I want the room in the same hotel they tell me that there are no rooms available which I countered by asking the receptionist who informs that they have rooms available after which the EaseMytrip executive tells me to book the room myself and they will cancel my booking which further annoys me. I gave them the option to book the hotel in vicinity and gave them some option like Gevora Hotel and Four Points By Sheraton Sheikh Zayed Road which were of same category to Carlton downtown, after taking another ** minutes they refused to book the room in the option I provided and told me it’s not available but on checking their website the hotels had rooms available and still till date it’s available. • Also the receptionist from hotel Carlton Downtown showed me a mail where their hotel team had clearly send a mail to EaseMyTrip on *th September **** stating that they won’t be accepting any bookings from them and EaseMyTrip didn’t even revert to their mail. • Even after telling them that I have a small child who is exhausted after a long flight and have become cranky waiting at the reception for * hours ** min they never showed any empathy. After asking the customer support and again firing them and asking to connect me with senior management Mr Sourav calls up after ** min, after lot of arguments and fed up waiting for * hours and being exhausted also had my dessert safari coming up in next * hour I agree to alternate hotel Residence Inn by Marriot which is next to Carlton Downtown. • The hotel is not up to the mark in comparison to Carlton Downtown and even the amenities are less and there is no bathtub as well also the room doesn’t have a sofa as well which was present in Carlton Downtown which was to be used by my child, I highlighted this to EaseMyTrip customer support and asked them to upgrade my room which they refused, also a request for extra mattress/bed was turned down by Mr Adarsh. • They have not sent me the mail of booking change on my mail even after asking them to do so. • Bringing your attention to the dark pattern which I highlighted in my previous mail and also not removing or showing room unavailable on their website and then later harassing the customer after they reach the destination and offering cheap alternatives this is clearly a red flag and should be dealt with strict penalty as it is tarnishing the name of our country in other nation. • All the arguments were seen by people from other nations. • Request you to please help me taking legal action against them and help me get partial refund or a room upgrade as its difficult for * people to sleep on small bed, please help me with this at the earliest as on my vacation instead of enjoying I am continuously writing mails and calling support team asking for services promised but not being delivered, they have the least empathy towards their customer. Even the consumerhelpline is not helping