Following is the mail i sent to makemytrip regarding my bad experience caused by them. All i get as a reply is sorry for the inconvenience.
Booking ID: NH261202014280
Respected Sir/Madam,
I am writing to you in regard with one of the worst experience any individual could ever face with a hotel booking through make my trip. I am one of your loyal customers and have had a very good perspective in regard with make my trip for any of my bookings. But this time was extremely humiliating and careless that we were shocked beyond terms that I could express it in. I got a confirmed booking for the hotel stay when I booked through the Makemytrip (MMT) site – Annexed hotel confirmation voucher. Within an hour of the booking, I got a call from a MMT representative stating that there are no rooms available for my CONFIRMED booking even though MMT site showed rooms were available when I did the booking at first. He agreed, it was a MMT Mistake and guaranteed me he will look in to the matter immediately (in Couple of hour’s time) and book me an alternative better hotel and the extra charges will be borne by MMT, if he’s not able to get a room in Seagrapes Gardens (The originally booked hotel).
But I didn’t receive any assistance or calls from MMT-shows your MMT team’s wonderful customer service. I had to call back at 12 midnight when I was on the way to Bangalore to confirm my place of stay. MMT team wasn’t available at 12 in the night obviously though you call yourselves to be a 24*7 service providers, so the customer care representative ensured me that the problem will be flagged as important/emergency and MMT will get back to me 1st thing in the morning at 8am. I was in Bangalore on 18th July morning with an unconfirmed booking. As expected, I got no calls from MMT till 9 in the morning inspite of me informing the representative that I have a client meeting at 3pm so it’s imperative that I check in to SOME hotel by 12pm. I called back 4 times between 9 to 11am. But for all the calls, MMT representative on the call could only say they will revert back after talking to the team that is handling these problems. At 11am I was in Bangalore didn’t know where to go as MMT still had an unconfirmed booking for me. I don’t think MMT Call Center doesn’t have an outgoing call option. I had to call again at 11am and shout at the representative to look in to the matter and give me a solution. Finally After all these hassles the MMT representative on the call (AFTER I CALLED AGAIN) tells me there’s actually room vacant at Seagrapes, Bangalore itself and my booking is confirmed.
To my horror on reaching the hotel at 12:30 pm, the hotel incharge informs us that there are no rooms available. He also informs that no MMT representative called the hotel on 18th July morning and got a confirmation that the hotel had a vacant room for the particular day. Infact he told us that he had already informed MMT THE PREVIOUS DAY ITSELF -17th July that there are no chances that any rooms will be vacant in Seagrapes for the next two days i.e., 18th and 19thby means of an email. Again the process of calling MMT customer care started. We would have called around 4 to 5 times since then and all that the representative (Ms. Nausheen Mansuri) could do was blame the hotel squarely and repeatedly for the blunder and asking the hotel to do an alternative booking instead of immediately addressing our problem. At even 3pm, we were at the lobby of the hotel Seagrapes (Without bath and even lunch) not having a room to stay at, inspite of me having paid Rs.3152 and more importantly for no mistake of mine. I had to cancel and postpone my meeting to evening which was very embarrassing personally for mine. This drama went on from 12 to 3 and we were causing so much of an inconvenience to the hotel authoirities of Seagrapes, though they were extremely supportive in regard with our matter and were very much hospitable. In front of my eyes the MMT representative was blaming the hotel authorities again and again and was not coming to any kind of conclusion leaving us still without a room. After a very heated up argument and after requesting to talk to a higher authority, I was finally connected to Ms Padma who said would get me a solution and after half an hour she gave me a Room at the Chancery Hotel confirming that the room is Premiere Club Room. We agreed to it –as we had no other choice (As per your site -Rating of The Chancery – 4/5, while Seagrapes -4.5/5) and when we landed in that hotel, we were shocked again that the room was just the normal ordinary room and not a premiere club room. This much atrocity the MMT team had to cheat us yet again and give us some other room and not what was promised to us. The mail confirming the hotel stay at The Chancery didn’t even contain the details with regard to Room tariff details.
When we asked the representatives of the hotel in the evening in a casual manner, we get to know that our room is just a standard room of the hotel. This is just not done. We booked Seagrapes Hotel purely on the in good reviews given on your site and we had ended up staying in Chancery which honestly was really shady and Dull (reviews on your site aren’t that good) and that too had in to check in at 4:00pm. My day was literally wasted. So much confusion, cheating and embarrassment is not what we expected from Make My trip and we are not planning to book or refer any one whom we know to book through make my trip. Infact I Stayed in Bangalore for the next 2 days and I booked my stay through a different travel website. My 1st preference was always MMT (I’m a regular traveler and my bookings past two years have always been through MMT whether it’s booking for flight or hotel, along with friends my bookings through MMT would surely amount around 50000 Rs last 2 years).
But the most that hit me was, not even a call I got back from MMT to find out whether our stay was comfortable or not at THE CHANCERY HOTEL due to all the inconvenience by you people.
I really don't care whats going on between makemytrip and Hotel Seagrape. Its irritating to know that, you guys are still playing the blame game of who's fault it is whether the hotels or yours. Whether hotel confirmed and later denied or whether you guys did the mess I JUST DON'T CARE.. I booked my stayed ONLY THROUGH your site and it is the responsibility of ONLY makemytrip to ensure my stay was confirmed and booked in the hotel for what i had paid. I DID'NT EVEN receive a SINGLE CALL FROM YOUR SIDE to confirm my booking even after i complained about my non confirmation. My whole trip went for a toss due to the confusion created, I checked in at 4pm when i'm supposed to check in 12pm and only later to be booked in a hotel of NOT MY CHOICE which was very much sub standard compared to the one i was supposed to be staying!.
After all that has caused to me, all you say is sorry for the inconvenience and write back for assistance! You guys really don't care i had a really bad experience and that you will lose out on a regular customer. Are you really part of Customer Delight Mr. Anshul because you really dont seem to be bothered about customer satisfaction and customer continuity only. Do you think your template sentence of sorry for the inconvenience is going to make up for me missing my meeting on that day! Is this what you do for customer delight?! Atleast the person who called me last night from makemytrip was courteous enough to ask me what shall be done for my continuance for booking through makemytrip! I wanted either my moneyback or free voucher for my next booking! He said he will check it up with the team and call me back. Of course i didnt get a call back after that.
Im really suprised and shocked to know that you guys dont take these seriously and do something really delighting the customers when some inconvenience on your part has cost them.
I get No repsonse from moneybackguarantee too, for the lone fact that i didnt even get to stay in the hotel that i booked for! Isnt that a mismatch?! I Checked in at 4 pm and ended up not availing the 12 to 12 hr check in check out! Isnt that an enough cause?
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If the guest doesn't check-in at the hotel due to a mismatch between amenities and inclusions mentioned on the MakeMyTrip website and those at the hotel, they must notify the claim within 24 hours of the check-in date. In this case, the guest shall be entitled to 100% refund, subject to MakeMyTrip validating their claim.
The claim can be notified to MakeMyTrip by calling 1800 102 5506 or by sending an email [email protected]. MakeMyTrip shall, within 7 days from the date of claim, investigate the matter and communicate to the customer about the validity of the claim. If the claim is valid, customer shall be entitled for refund (if the customer has not checked-in) or voucher (if the customer has checked-in) of an amount, which was paid by the customer for the booking within 3 weeks from the date of communication about the validity of the claim by MakeMyTrip.
he voucher shall be redeemable against online booking of domestic and international flights, domestic hotels, holidays, cars, and bus booked from MakeMyTrip within 6 months from the date of the original hotel booking. The voucher is valid only for a one time use with no minimum redemption value """
I'm travelling to bangalore on august 11th and this total non bothered attitude from makemytrip for my horrendous experience with you had put me off and don't want to book through you. I Guess that's definitely ok with you too! Unless you come with really delightful mail don't even bother mailing back! anyways i highly doubt you will even to reply itself for it to be delightful only!
-Rakesh
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