Make my trip - Unacceptable Treatment by MakeMyTrip BRITALINA Beach House Goa

I am writing to file a formal complaint regarding the unethical treatment my parents faced during their trip to Goa, booked through MakeMyTrip for their stay at BRITALINA Beach House from *-** Jan ****.

Details of the Incident:

*️⃣ DigiLocker Aadhaar Denied:
Upon arrival at BRITALINA Beach House, my parents presented their Aadhaar ID via DigiLocker, which is a Govt. of India-approved digital platform. Despite this, the hotel staff refused to accept it, citing that it wasn’t valid, which is incorrect and illegal according to Government guidelines.

*️⃣ Humiliation and Extra Charges:
In addition to denying the DigiLocker Aadhaar, the hotel staff humiliated my parents by questioning the authenticity of the ID and went as far as demanding ₹**** extra for check-in, despite the fact that the booking was prepaid through MakeMyTrip.

*️⃣ Failure of Customer Support:
Upon contacting MakeMyTrip customer support, there was no assistance or resolution provided. The issue remained unresolved, and my parents were left feeling frustrated and disrespected, with no recourse for their grievances.

What I Expect:

✔️ Full investigation and resolution of this matter by MakeMyTrip.
✔️ Refund of the ₹**** extra charged by the hotel.
✔️ Public apology for the humiliation and inconvenience caused.
✔️ Immediate action to ensure such incidents do not occur again for other customers.

Why This Matters:

In today’s digital world, Govt-approved digital IDs like DigiLocker Aadhaar should be accepted everywhere, including hotels. This incident reflects poor customer service and a lack of respect for customer rights, especially from a reputed platform like MakeMyTrip.

Relevant Parties to Involve:
• @UIDAI – The authority overseeing Aadhaar.
• @GoaTourism – To ensure proper conduct by establishments in Goa.
• @GoaCM – Chief Minister of Goa, to ensure accountability within the state’s hospitality industry.

I trust that Voxya will help me address this issue effectively and escalate it to the appropriate authorities.