Below are the complaint details mentioned which were put forth to make my trip complaints forum on 01 July, still we haven't received any revert for the same.
Myself and my husband had planned our honeymoon to Malaysia - Langkawi, KL, & Genting from 20.06.2011 to 28.06.2011. The bookings were done from Bangalore office through Ms. Priyanka. We paid the trip fee as well as handed over our passports and other required documents to Mumbai office to Mr. Ritesh Soni. The service from Mumbai office was very well taken care off although a major MIS-COMMUNICATION between the two locations bangalore and mumbai led to a huge controversy, which was ridiculous. We were called time and again to submit the documents, to collect our payment receipts. Also, in between we received an email from Ms. Charu Rampal stating that she would henceforth be taking care of our booking from the Delhi office. Initially, the hotels which were requested to be booked were not given to us. Hotel Pearl International, which is in outskirts of KL was booked instead of repeatedly asking for a hotel in the main city near bukit bintang. Similarly with Hotel Awana in Genting, wherein we asked for a hotel within the Genting indoor vicinity, Hotel Highlands / Hotel First World / Hotel Maxims to be booked. After conversing with Ms. Ritika in Delhi office for more than an hour, we got Hotel Renaissance in KL, however she didn't give us a better hotel in Genting. This was the first part of the complaint, the second and most important part comes in now, when we actually flew to Malaysia.
Complaints stated below:
1. After checking in to Hotel Holiday Villa, when we asked for our breakfast coupons, the receptionist refused stating that its not included in our package. Then we had to rush out to buy a local sim card to call up India and speak to your executive. We spoke to Ms. Priyanka and asked her to sort everything and call us back. After half and hour we received a call from Mr. Rakesh stating that he had communicated with the reservations department in Holiday Villa and we will get the breakfast coupons. However, immediately after his call, we called up the reception/ reservation desk to check for our breakfast coupons, they still refused stating that its not included in our package. We had to again ring up Mr. Rakesh asking for the name whom he had spoken to, but he said he didn't recollect, although confirmed to us that he has sent an email to the reservations department stating our breakfast to be included in the package. This time we had to walk up to the reception to confirm the status. Luckily, after so much of struggle, we got a confirmation from the hotel that breakfast is included in our package and all we need to do is give the restaurant people our room number.
2. We landed at the KL International Airport, wherein we met Ms Janu from Red Apple who gave us the itenary envelope which had the check-in / check-out, our half day tour details. She also gave us the outdoor theme park tickets for genting. Here, in our itenary given by make my trip states the tickets for both indoor as well as outdoor theme park, however given to us was only outdoor theme park. For this, she told us to communicate directly with Mr. Das. On our way to Hotel Renaissance, we spoke to Mr. Das, wherein he asked us to hand over the outdoor theme park tickets to the driver Mr. Raj. and we'll be getting our theme park tickets for both the indoor and outdoor when we'll check out from Hotel Renaissance, the driver will have the tickets with him.
3. Now, on the 26.06. we were waiting in the lobby area at 11.55 am for the cab to pick us up and drop us at Hotel Awana in Genting. After sometime, around 12.10 pm, when we didn't find anyone from Red Apple to pick us, we called up Mr. Das, but his mobile was unavailable. Then we called up Ms. Janu, she asked us to call up Ms. Lin, inturn we got so annoyed that we had to tell her to ring up Ms. Lin, tell her the whole story that nobody has come to pick us up from hotel and call us back. After 10 minutes, we received a call from Ms. Lin, who told us that our check out time was 9.30 am instead of 12.00 pm. Now, the itenary which was given by Ms. Janu & the itenary given by make my trip clearly stated check out at 12.00 pm, however, Ms. Lin was absolutely rude in saying that we're lying to her and the check out time was 9.30 and not 12.00. Also, somebody had come from Red Apple at 9.30 am to pick us and he couldn't find us anywhere in the hotel area. We were having our breakfast at 9.30 am. We also checked up with the hotel reception if somebody had come asking for us, the receptionist confirmed that nobody had come to ask for us. After repeated arguments Ms. Lin disconnected our call stating that somebody else will call up to assist us. Now after 15 minutes, Mr Rakesh called us explaining 26.06.2011 being a sunday, he cannot arrange for our transport, so we need to hire a cab and go on our own, which was absolutely unprofessional and unethical & at the same time very annoying. First of all, it wasn't our mistake and on top of it you ask us to pay for which we don't have any assurance of getting a reimbursement!! This was truly ridiculous and unacceptable to us. After a heated conversation, when we had already wasted our 2 hours, we didn't want to waste our time further, so we took a cab. Here also, the cab asked us 180 RM. We actually had to go out on the roads to ask for a cheaper cab who would give us the receipt. After struggling for 15 minutes in the rain, we got one cab for 100RM. After reaching Awana, we got our indoor and outdoor theme park tickets.
4. Next day, again, when we were to travel back to India, Mr. Rakesh called us up stating that our check out time is 12.00pm, however driver will come to pick us at 4.00pm. We were asked to roam around in the area for 4 hours!! I mean, is this a joke?? Is this the way you treat your clients after taking the money from them?? This is absolutely unprofessional behavior and not acceptable at all. I'll make sure that the word is spread to as many people I know, and this time you guys have really tested the power of MEDIA, so just wait and watch for the consequences. I will make sure that I get the whole amount being paid to make my trip, back to us. Make sure the complaints department is in action and the reimbursement team is also in place, otherwise another claim of mental harassment and torture will be put on to you.
I have no complaints from the mumbai office though because Ritesh was of help to us and he did his best in whatever way he could.
But to count the names Ms. Priyanka, Ms. Charu Rampal, & Ms. Ritika are on the list. I want my money back which we paid to make my trip (the whole amount) i.e INR 1, 17, 000 INR 75, 000 for the mental harassment which was given to us before we actually approach the complaints forum and the court to file a suit.
Regards,
Mrs Mukti Karan Sethi
W/o Mr. Karan Sethi
Ph 09821419411
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