Refund pending for more than a month Open
Posted on: Mar 06, 2018
Complaint filed against: Yatra.com
We booked two rooms (non/AC) with Gopiniwas Grand, Kanyakumari through Yatra.com for 16-17 Jan 2018.
When we reached the hotel around noon, the rooms were badly stinking due to dampness. There was no window in one of the rooms. The receptionist asked us for extra thousand rupees per room for air conditioning. Our concern was ventilation and not air conditioning. He had no other alternative to offer and we also had no choice. We agreed to Rs. 500 per room for switching on the air conditioners. Mind you we signed up for non AC room, not non-ventilated and stinking room.
However, one of the rooms was not ready for check-in. We waited for a while in the other room. But that room as well, though ready, did not have toiletries and tv remote. All it had was a torn towel. A picture of that towel is attached herewith.
Hotel staff told us to go for sightseeing and assured to make the room ready by then. We came back after 3 hours, around 4.30 pm and yet no towels, toiletries, tv remote were placed.
When we complained to the receptionist, he told us that the laundry guy is struck in heavy rains. He could not say for sure what time the toiletries would be placed. Meanwhile the rooms were stinking as before.
Around 4.45/5 pm, I contact Yatra staff for support. Receptionist refused to speak to Samiksha - Yatra executive, saying he was busy, but he wasn't. He gives another land line number to her.
Samiksha put us on a long hold while trying to contact the hotel reservations. She told us that no one picked up her call. It was at this point we decide to go ahead and make alternative arrangements for ourselves. Samiksha did request us to wait for another hour but there was no certainty that hotel would pick up Yatra's call and offer any redressal.
Not sure of any sureshot redressal, we left the hotel.
Yatra people wrote back to us on 17 Jan refusing to help us in the matter. We mailed a legal notice on 17 Jan to which they responded with an offer to refund Rs. 1000 and asked for bank details. I mailed bank details to them on Feb 3 and since then they have not processed the refund. Moreover, they are making excuses, claiming refund is processed and asking me for bank statement to prove that refund is not received. I emailed the bank statement to which they responded asking for bank statement for Jan 2018. Clearly, they have no intention to pay.
Clearly, the service offered was deficient. The rooms had no ventilation and were stinking too badly to be in habitable condition. Secondly, no toiletries were placed in the rooms. A towel was there in stained and torn condition. If this is the service Yatra offers through its website, then it is clearly a breach of not only Yatra standards but minimum legal standards that Yatra is liable to ensure as per law.
Resolution Demanded: Get refund or credit for your purchase
Complaint filed by: Prashant Narang
Marked as resolved on