Make my trip - Formal Complaint Regarding Unacceptable Conditions at The Getaway Property

Dear MakeMyTrip Customer Service,

I am writing to you today to formally lodge a complaint regarding the appalling conditions experienced during my recent stay at 'The Getaway', a property hosted by Sagar through your platform. My booking reference is under the name of Kaumudi Joshi.

First and foremost, I must express my utmost disappointment and concern over the lack of basic security measures at the property. Upon arrival, I was shocked to find the entryway littered with individuals who appeared to be intoxicated. This not only made me feel uncomfortable but also posed a serious safety threat, especially for female guests.

Furthermore, the state of the rooms was utterly unacceptable. Not only were they unclean, but they emitted a foul odor that was extremely unpleasant. The lift was also out of order, which inconvenienced guests and made accessing the upper floors particularly difficult, especially for those with mobility issues.

Despite bringing these issues to the attention of your customer service representatives, I was met with a disappointing and dismissive response. Instead of taking immediate action to address the situation, I was incredulously asked to provide photographic evidence of the property's condition. However, when I attempted to comply with this request, the property manager outright denied me the opportunity to take any pictures and displayed a shocking level of rudeness and hostility.

It is deeply concerning that despite my repeated attempts to highlight the dire circumstances at 'The Getaway', your customer service team failed to provide any meaningful assistance or resolution. This lack of accountability and responsibility on your part is completely unacceptable.

Furthermore, attempts to contact the property owner directly were futile as my calls went unanswered. This lack of responsiveness only serves to further highlight the neglect and disregard for customer satisfaction demonstrated by both the property management and your company.

I must emphasize that I am not only deeply dissatisfied with the experience but also deeply concerned for the safety and well-being of future guests who may unsuspectingly book accommodations at 'The Getaway'. The negligence displayed by both the property management and MakeMyTrip cannot be overlooked or excused.

In light of these egregious failures, I demand immediate action to rectify the situation, including but not limited to a full refund for my stay and a formal apology for the distress and inconvenience caused. Failure to address these concerns in a timely and satisfactory manner will leave me with no choice but to pursue legal action against MakeMyTrip for breach of contract and negligence.