Maadathil Cottages - Denied refund by hotel

I am hereby sharing down the sequence of events that can help summarize the traumatic and frustrating experience that i had to go through, and would request you to take necessary actions thereafter.

*. I had reached out to Mr Aslam, via your official whatsapp channel and contact (+**-**********) dated *-Dec requesting for a reservation query for stay between *-* Feb for * adults, * kid and * infant.
*. I was confirmed availability and was asked to pay an advance of ***** against package amount of ***** for the stay
*. The same day i enquired on cancellation policy and i was shared in whatsapp that the policy have cancellation charges which is a % age amount of the total reservation amount + admin charge of **% applicable on refund, and that Refund will be processed during checkin date.
*. I had also asked if there can be cancellation against urgent reason - given i was travelling with * senior citizen and * kids. To which i was responded that "In any urgent situations to be treated in such a seriousness. Hope you know us". This statement was not clear but irrespective of that - based on goodwill- i went ahead with the booking.
*. On *th Dec, i updated the requirement to * rooms, and was asked to now pay **,***/- advance against total package amount of *****/-
*. I made a payment on *-Dec for an amount of *****/- via googlepay and the screenshot was shared for acknowledgement.
*. I received confirmation over whatsapp as well as email (Attached)
*. Between December and January, there were incidents of rising Covid cases in Kerela (Reference news article: https://www.thehindu.com/news/national/kerala/covid-**-kerala-reports-about-***-new-cases-as-infections-continue-to-rise-in-the-state/article********.ece)
*. Although travel was not restricted, but i was adviced based on the medical condition of my mother in law (with sleep apnea history and lungs issues), that i should avoid travel since infection could have been fatal. Unfortunately i was forced to drop a note for cancellation of the trip on January -*-****
**. I mentioned the same to Mr Mujahir, but i was told that since there was no official warning, they cannot process ***% refund of the advance paid. However on *th Jan, he confirmed after checking with the accounts team that as per the policy and calculations done, they will do arrangement to refund *****/- on the dates near to my booked dates.
**. I requested for a full waiver and i was informed that Mr Mujahir will discuss with management and that "MD is the one to take final decision, i will surely recommend for doing maximum favour".
**. On a reminder dated **-Jan, i was informed that the refund will reach on or near to Feb-**th and that a strong recommendation had been sent for full waiver.
**. Unfortunately on *-Feb ( a day before expected refund), there is a complete reversal of discussion so far, and now the stand was i would not be given any refund at all - as per policies.
**. I shared all historic conversation but there was continued denial for refund and i was even threatened that my actions would not lead to anything.

Given the aforementioned sequence of events, I am deeply perturbed by the conduct of an establishment operating within the hospitality sector, wherein customers are subjected to manipulative practices aimed at extracting funds under false pretenses of refunds, subsequently appropriating the entire sum for their own gain, notwithstanding the absence of services rendered. Pursuant to a meticulous examination of the actual terms delineated in the correspondence, it is evident that there was an egregious lack of clarity or intentional ambiguity surrounding the definitions of "reservation amount," "booking amount," "advance amount," "package amount," and "Total rent." These terminologies were employed throughout the discourse, yet notably absent from the reservation confirmation document provided. Notably, the term "Reservation amount," pivotal to the formulation of the cancellation policy, was conspicuously omitted from the aforementioned documentation.

From a consumer perspective, the logical inference drawn was that the sum remitted to secure the property (advance payment) constituted the "advance amount," thereby forming the basis upon which any cancellation charges would be levied. Regrettably, your team members exhibited inconsistent and vacillating stances in their discourse regarding refund procedures, ultimately adopting a stance of absolute non-reimbursement.

Given the delineated sequence of events, I respectfully implore the management of Maadathil, specifically the Managing Director or any pertinent decision-making authority, to diligently reassess the circumstances outlined herein and promptly effectuate a full reimbursement of the advance payment totaling INR **,*** to the account linked with my contact number (+**-**********), through which the original transaction was conducted.