Fab hotel make my trip - Refunds from make my trip

On the **th, I booked a hotel through MakeMyTrip for myself and my wife. The hotel name was Via Krishna Residency. After reaching the hotel and entering the room, we found it to be extremely dirty, with a bad smell, stained bedsheets, and a filthy bathroom. In fact, all the rooms were in the same condition.

We came out and informed the receptionist. They said that since we had already booked the room and the check-in time had passed, the refund could not be processed online anymore. We told them we could not stay in such rooms and asked how we would get a refund. The receptionist said we should call MakeMyTrip and explain the situation, and once they emailed the hotel, they would approve the refund.

I contacted MakeMyTrip, and they asked me to provide photos of the room. When I tried to take pictures, the receptionist firmly stopped me and said photography was not allowed, and the caretaker also stood in front of me to prevent it. I explained that MakeMyTrip had requested photos, but the receptionist assured me not to worry and said the refund would be processed.

I again called MakeMyTrip and informed them. They said the property belongs to FabHotels and that they had informed them. They told me I would receive the refund within two days. I informed the receptionist again, and they repeated that I should not worry.

They showed me another room, but it was even worse. We requested cancellation, but they said cancellation was not necessary and promised that the refund would be processed. Based on their assurance, we left the hotel and booked another one.

Now it has been two months, and I have been continuously calling them. MakeMyTrip says the hotel authority has not approved the refund, while the hotel claims they have already approved it. A few days ago, MakeMyTrip offered me a voucher of ₹****, and now they are offering ₹****, but I clearly told them that I did not book using a voucher and want the refund in my original UPI payment method. The hotel fee was ₹****, but they are not agreeing.

In the meantime, I managed to collect some photos of the room from another source and submitted them, but they rejected them. Despite my repeated requests, the receptionist did not allow me to take photos at that time. Now I do not know who is telling the truth.

I have all the emails and WhatsApp messages from the receptionist and others. I left the hotel based on their promise of a refund, but now they are harassing me and not processing it. If they had told me that it would be this complicated before I left the hotel, I would have resolved everything that day itself by speaking to all concerned authorities.

I trusted their promise and left. Now I want them to refund the full payment to my original UPI ID, from which I made the booking..