Make My Trip - Seeking for a refund process due to poor service and commission based drivers and hotel

I am writing to express my deep dissatisfaction with the recent trip booked through your platform. The experience was far from satisfactory and involved several issues related to the driver, hotel arrangements, photography services, and overall service quality. I have outlined the major problems below:

Unjustified Stop at Kullu:

The driver stopped at Kullu, even though it was not mentioned in our itinerary. However, when we requested a visit to Koksar, he refused, claiming it was not included. This inconsistency is frustrating and indicates selective adherence to the itinerary.

Driver Misconduct and Commission-Driven Behavior:

The driver repeatedly took us to shops where he appeared to be earning commissions, while stating they were MMT-authorized vendors.

He first took us to a shop in Kullu where we were told to book an activity package worth ₹*,***. Later, we realized he was receiving a commission from this place. He also pressured my wife into participating in an activity, which we later found out was also commission-driven.

On another occasion, he stopped at a location where we bought a package for ₹*,*** and rented clothes. He again received a commission, which I confirmed and confronted him about.

Despite the cab timing being *:** AM to *:** PM, the driver took us out at *:** AM on two separate days without any valid reason.

At multiple attractions, including the Vashisht Temple, he parked the vehicle unnecessarily far, causing inconvenience.

I also have proof (recordings/messages) of him claiming that all MMT drivers are instructed to stop at such shops.

MMT says songs in cab in pahadi are is not allowed then why driver is allowed to speak on phone when he is driving. Is this allowed?

Driver was driving slow from Chandigarh to Shimla(**-**kmph) but from Manali to Chandigarh was fast (**-***kmph)

He consistently suggested leaving at *:** AM, stating it was necessary to avoid road closures later in the day. However, when we proposed checking out at **:** AM and departing thereafter, he claimed that roads would be closed and it would be difficult to drop us off after *:** PM.
This raises a question: Why is a *:** AM departure acceptable, but returning after *:** PM is considered problematic? The driver’s explanations seem inconsistent and have caused confusion in our travel plans.

Hotel Vintage Experience:

The hotel served the same food (mostly paneer-based dishes) every day, with no menu variety.

We were charged extra even for basic services like bottled water.

Despite booking a Deluxe Room with a balcony view, we were given a different room that did not match the promised features.

It was a type of hostel, not a * star hotel. Have you looked into this property ? How can you decide this is a * star one ?



Candlelight Dinner Disappointment:

We had to pay separately for mineral water and drinks during the candlelight dinner.

The experience was no different from a regular dinner at the hotel. Apart from rose petals on the table, nothing felt special.

Other hotel guests kept staring at us, seemingly confused about the arrangement, which made us extremely uncomfortable and emotionally distressed.

Although one of your representatives, Mr. Shashikant, issued a ₹*,*** refund after speaking with me, I still believe the compensation doesn’t fully cover the emotional and financial impact of these issues.

Misleading Assurances by MMT Representative:

The MakeMyTrip representative told us that all tourist spots would be covered by the cab. However, most of the places were very close to our accommodation and didn’t actually require a cab. This leads me to believe that the cab cost was inflated, and I was overcharged under false pretenses.

Photographer’s Limited Service:

The photographer assigned to us captured photos at only one location and left after just **–** minutes. I expected a more comprehensive photography session. Had I known it would be so brief, I would have arranged for a local photographer myself. This was not the service I paid for.

Poor Return for the Money Paid:

I paid a premium expecting quality service, but the kind of services and treatment we received were far below expectations.

Refund Request:

Given all the above points, I am not willing to pay the full amount for such a disappointing experience. I am requesting a refund in the range of ₹**,***–₹**,*** for the inconvenience, emotional stress, and service failure.

Further Action if Unresolved:

If this issue is not addressed and the refund is not provided, I will be left with no choice but to take strict legal action and file a formal complaint with the Consumer Court. I request you to treat this matter with the seriousness it deserves.