Makemytrip india Pvt Ltd - The service was faulty

The facts of the matter are as follows:

*.⁠ ⁠I booked accommodation through the MakeMyTrip platform for a booking amount of ₹*,***. In addition, the property demanded a ₹*** refundable key deposit at the time of check-in, which was not adequately disclosed prior to booking. When I decided to check out due to the issues at the property, the staff initially refused to refund the deposit at the reception, compelling me to leave the property while retaining the key until the matter could be resolved. Accordingly, my total amount involved in this dispute is ₹*,***.

*.⁠ ⁠Upon arrival and check-in at the property, I immediately discovered several serious deficiencies, including but not limited to:

a) An undisclosed refundable key deposit of ₹***, which was not adequately disclosed prior to booking.

b) Extremely poor room conditions.

c) Dirty and unhygienic bedsheets, which remained unsatisfactory despite multiple replacement requests.

d) Non-functional amenities, including a TV remote without batteries.

e) Rude and unprofessional conduct by the property staff.

f) Conduct by the caretaker that caused genuine safety concerns during the process of seeking return of the refundable deposit.

*.⁠ ⁠Due to the above deficiencies, I raised a complaint with MakeMyTrip within approximately one hour of check-in. I possess documentary evidence, screenshots, call records, and video recordings establishing both the condition of the accommodation and the timing of my complaint.

*.⁠ ⁠As the accommodation was not fit for a reasonable stay and materially differed from the standards expected from a property listed on your platform, I vacated the property shortly after check-in.

*.⁠ ⁠Throughout the day, I repeatedly contacted MakeMyTrip seeking assistance. I was assured multiple times that the matter would be resolved within a short period. However, no effective resolution was provided despite my repeated follow-ups.

*.⁠ ⁠Despite being furnished with evidence supporting my complaint and after keeping the matter unresolved for nearly ** hours despite repeated assurances of prompt action, MakeMyTrip has offered compensation only in the form of an e-voucher instead of providing an appropriate monetary refund. Such an e-voucher is of no practical value to me, as I was compelled to leave the property due to serious deficiencies in service and cannot be expected to make further bookings merely to utilize the voucher.

*.⁠ ⁠The offer of only ₹***, against my total loss of ₹*,*** and despite my having paid ₹*,*** directly to MakeMyTrip for the booking, is wholly inadequate, unreasonable, and unacceptable. Such a nominal amount fails to address the substantial deficiencies in service, the unusable condition of the accommodation, the financial loss suffered by me, and the significant inconvenience caused, particularly when I reported the issues within one hour of check-in and vacated the property shortly thereafter.

*.⁠ ⁠The actions and omissions of the property and the handling of the matter by MakeMyTrip constitute deficiency in service and unfair treatment of a consumer who promptly reported the issues and ceased using the accommodation.

Accordingly, I hereby call upon MakeMyTrip to:

a) Refund the full booking amount of ₹*,***;

b) Provide a written explanation regarding the basis on which only ₹*** was offered as refund;

c) Investigate the conduct of the concerned property and take appropriate action in accordance with your policies;