Make my trip - Refund Not Issued Despite Hotel Cancellation Approval

Complaint Description:
I had a booking with MakeMyTrip for Ginger Hotel on December **–**, ****. On December **nd evening, I called MakeMyTrip to request cancellation of the booking, as I opted for a walk-in booking at the same hotel for December **nd due to a change in plans.

During a conference call with MakeMyTrip representatives, Ginger Hotel executive (Aseema, name not fully clear), and me, the Ginger Hotel team confirmed the cancellation approval verbally. Based on this, MakeMyTrip sent an email to Ginger Hotel to process the refund.

However, I was later informed by MakeMyTrip that the hotel is denying the cancellation and refund request. To clarify the situation, I personally contacted Imtiaz, Senior Manager of Ginger Hotel, who reconfirmed that the hotel is ready to approve the cancellation and refund. In fact, I was told that Ginger Hotel never received any email from MakeMyTrip requesting the approval.

This has left me extremely disappointed, as MakeMyTrip:
*. Failed to follow through on their responsibility to process the refund.
*. Did not send the required email to the hotel despite claiming to do so.
*. Provided no resolution even after repeated follow-ups over the last several days.

I have all supporting evidence, including phone call recordings, where Ginger Hotel clearly confirmed the cancellation. I trusted MakeMyTrip for their reliability and customer service, but this experience has caused unnecessary stress and waste of my time.