- Hotelier denied bookings but no refund received ^Open

Somya Ranjan Patra filed this complaint against Goibibo on Feb 18, 2019

Resolution Demanded:
Apology
Refund

I had booked * rooms from **th Jan to **th Jan in a hotel named Khandagiri Guest house, Bhubaneswar. However, the hotelier denied me rooms. After much persuasion, he allowed me rooms only for one night that is from **th Jan to **th Jan. I contacted Goibibo help desk and explained them the same after which I asked for the refund for one night and they send me a mail to attach cancelled cheque and identity proof. On the same day when I went back to the hotel, he told me that he can only give me * rooms. This happened at ** in the midnight, without any option I have to accommodate my guests in those * rooms and relocate others to my relative's place. The next day I booked * more rooms in a different hotel nearby.

The same night I described the same and put it in the ticket. However, there was no response. I had called multiple times and was attended by a bunch of new representatives whom I have to explain the same thing. Everyone has a standard reply that we will get back in a day's time but no one does.

I have provided the copy of cancelled cheque and identity proof but even that refund is not initiated. From the last * years I have been using the Goibibo for all my travels and when it came to customer service this is how they treat.

I am not asking any favour from the support team. I am asking my hard earned money. The support team including Sanya, Priyanka, Vinoth, Kundan, Nitish, Kartikeya, Prabhjot (they actually told me they will come back within ** minutes which never happened maybe they were referring timeline of a different planet) have made me feel like object which is toyed around.

I am just tired of spending every alternate day on the phone where my calls are being transferred to one support desk to another. I hope my concerns are not falling into deaf ears. As a customer, I feel helpless. The years of trust is broken by mishandling one concern. Is this how loyal customer is being treated?
Customer service agents hung up on me and never called back. This is Goibibo's customer service?
Booking ID: booking id HTLSEY*JEX and HTL*HNRNNS
The customer support told me that as a goodwill gesture they are giving me Rs ****/- as goCash which is apart from the refund and now they are telling it is part of my refund. Also, they have sent me a mail that my account is updated with Rs ****/ go cash which is a lie. Attaching the screenshot for the same.

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