I had made a booking for a holiday in Ooty through Expedia for the 25th and 26th of May at Nahar Residency. The room booked was a Superior room. My Itinerary number given by Expedia was 1081717382.
Upon reaching the hotel, I realised that the photographs shown on the Expedia site was different from how the hotel looked. The photographs were of another Nahar hotel which is more swankier and at which we stopped over on the way thinking that was the hotel we booked. The Nahar I booked was situated in a narrow road opposite a garbage dump. The 'superior room' at Nahar Residency had no fans and no AC (apparently no hotels in Ooty have fans and AC because of the cold climate), the sofas were torn, the plug points were broken, the bedsheets were dirty and the curtains were smelling.
The hotel management said they are not responsible for the photographs but Expedia is. I immediately called up the Expedia call centre and was told that Expedia is not responsible and they cannot do anything about the booking. I requested Expedia to help book another room for me, but they said that's not possible. I was also told no refund would be possible. After much screaming and shouting they said they might give my money back if I didn't check in. So I decided to look for an alternate hotel. I spent close to 3 hours but all hotels were booked because it is the season for tourists. Despite being OK with paying a bomb for another room, I couldn't get one. I was forced to take up the room at Nahar as I had no option. This room is on the 2nd floor with no option of a lift (Room No. 32).
At night the second stage of my ordeal began. As there was no fan, I wanted to open the windows, but I couldn't thanks to the flies and mosquitoes entering the room. I asked for extra pillows, but was told that it would be charged.
I spoke to a senior executive at Expedia and he said that I would get 20% of my hotel costs back. They even sent me a mail saying the matter has been escalated to the concerned department and they would arrange a call back to sort out the matter. After having waited for a week I called Expedia again and I was told the concerned person Sunil Rawat is not available to take the call. And wonder of wonders, I visited the Expedia site to realise the photographs of the hotel have been changed.
I would sincerely request Expedia not to cheat customers and also train their call centre executives not to say "We apologise, we understand" etc etc. They don't understand anything. Keep up to your promise and give me a call and sort out the issue.
Regards,
K.B.Mani
9619822664
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