Makemytrip (india) Pvt. Ltd. - Harassment, terrible services and partial refund

below is the sequence of events that have happened during my recent booking.

*. i made the booking for radisson blu on **nd december **** and paid the amount in full. however, since the amount for gala dinner was not added to the amount payable, it remained unnoticed. we could see it clearly only when we got the pdf on email.

*. i called makemytrip customer care and had a discussion with them. i was informed that it was on hotel's discretion to waive off that amount but still makemytrip customer team will drop an email to the hotel for waiving off the charges. i was also assured by the makemytrip customer team of calling me back for status updates.

*. i did not get an update so i called them * times during the day and the same thing was repeated. i called again at around * pm on **rd dec **** and the guy told me that i will be getting a call in ** mins which never happened.

*. next, i had to change my plan and start early as i was supposed to pay *****(plus taxes)rupees at the hotel for the dinner which, as per the actual plan, i would have missed.

*. we drove for around ** hours and suddenly, in the evening we got a call from the hotel that our booking was canceled. we were shocked, worried, stressed and angry to hear that as we were near udaipur and we didn't have any place to stay. this made us stop on the roadside for * hours and we were feeling helpless and cheated by makemytrip.

note: we had raised a concern to radisson blu and radisson blu india on facebook for gala dinner hidden charges and then we got a call from hotel informing our booking was canceled.

*. we called customer hotline provided in text message for our booking and we were told the booking was not canceled, however , we could not rely on the customer support team as they did not provide any status update till now( we had called them *-* times in a span of *.* days), so we asked the guy to connect us to his manager. our request was declined but we were again assured of getting an update in ** mins by makemytrip team.

*. we did not get any call in ** mins and we again called the customer support team. the lady who picked the call declined to transfer the call to her manager rudely. she transferred the call to another team and we had a conference call with makemytrip and radisson blu. now, to our surprise, we got to know that makemytrip had dropped an email for cancellation of the booking.
actually, this was a planned thing as when we reached the hotel later in the day, prateek ( so-called revenue manager as stated by him) asked us to cancel the booking and assured us that makemytrip will refund the amount even when the booking was nonrefundable. besides, he also showed me the email from makemytrip team. he was telling the same thing to everyone who was not willing to pay gala dinner charges.

we were denied check-in until we paid the amount(***** approx). the amount was discounted as around ** of us were opposing these forced charges

our checking time was * pm and we were allocated a room at around * pm. we went to the room after all the drama and found that the room was having seepage and it was smelly. besides, it was not of the category we booked( superior). we called the reception to change the room and they sent the room cleaning service guys. after threatening(literally) them about coming to reception and create a scene, they finally changed the room and we effectively checked in at *:** pm at night.

we haven't received any explanation on the below points from makemytrip even after following up daily for almost *.* weeks.

*. how could makemytrip not call me after assuring me the same * times?

*. how was the booking canceled even when it was not canceled on makemytrip's portal? why didn't i get any information about it from makemytrip?

*. i was traveling with my wife and mother. the moment hotel called us to inform about the cancellation of our booking we were under severe stress and since i was driving it could have led to an accident. who would have taken the responsibility of the same?
i paid around ***** rupees for two nights. was this something anyone would have expected?

*. why we were not allowed to check-in the moment we stepped into the hotel?

*. why were we allocated with a dirty room (number ****) at first which was not even of a category(superior) we booked. besides, the room was in an isolated area of the hotel.

our least expectations from makemytrip:

*. an unconditional apology from makemytrip and assurance of not repeating this with any other customer in the future.

*. we need the compensation for room charges for one day as we were denied check-in in the hotel on time. this has to be in addition to the gala dinner charges.

we do have call recordings with makemytrip and hotel which fully justify the events as stated above. we will share the same if required.