Goibibo - GOIBIBO CANCELLATION REFUND DUE TO FAMILY MEDICAL EMERGENCY

Me and my wife had booked a resort room at Mandarmani Kiss of Sea, Mandarmani, West Bengal for * nights (check in on **th April **** and checkout on **th April ****), from Goibibo website under non-refundable category. But we had to drop the plan at the last moment because my Father-in-law had to leave for CMC Vellore on **th April for pacemaker reimplantation surgery. We had then lodged a request for cancellation and refund request under medical emergency condition on the Goibibo portal.

Since that lodgement request, I had went through a lot of email and telephonic conversations with Goibibo representatives and even the director of the resort (Mandarmani Kiss of Sea). The director had himself asked Goibibo to follow their protocols in this kind of refund and he would have no problem in refunding the amount if Goibibo follows their SOPs properly.

One of the Goibibo representatives named Jitendra had misguided me on the status of the refund. Several times he had stated that the hotelier wasn't allowing the refund and upon clarification with the director of the hotel, the latter denied that he had no such conversation with Goibibo. Upon confronting the Goibibo representative on this particular matter, he then stated that the Goibibo Area Development Manager had been denying the refund. There was an instance where I was even asked the Goibibo representative to call the director of the hotel and then put them on a conference call, in which the director clearly stated that he had no problem in disbursing the refund if Goibibo credits the booking amount to the hotel's bank account.

After a few days of repeated email and telephonic conversations with the Goibibo representative, I had to contact the director of the hotel myself regarding this much delayed matter and then he had personally mailed the internal team of Goibibo and MakeMyTrip for the status on **th May **** and since then there had been no reply whatsoever from the Goibibo team even after repeated reminders.

I want this matter to be solved and my much awaited refund to be credited at the earliest after so much harassment from Goibibo team.