| Name of Complainant | |
| Date of Complaint | April 12, 2023 |
| Name(s) of companies complained against | Agoda Company Pte, Ltd. |
| Category of complaint | Tours & Travels |
| Permanent link of complaint | Right click to copy link |
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I with my family members were travelling from New Delhi to Varanasi on 11/04/2023 as tourists. On the way we had done online hotel booking through Agoda Company Pte, Ltd., 30 Cecil Street, Prudential Tower #19-08, Singapore 049712 for two rooms (ROOM NUMBERS 203 and 205) for four days/nights from 11/04/2023 to 15/04/2023 with Rs.12,794/= in Hotel Yash Residency which had claimed itself to be a three star hotel. On arrival at Varanasi we hired an auto rickshaw to reach us at the hotel. Surprisingly no one was aware of the hotel which is being run in the declared above mentioned address. Subsequently we managed to locate the so called hotel in a narrow lane at a different address Kabir colony Durgakund Varanasi. The address, Assi Ghat was a misnomer to intentionally mislead customers. Since the rooms booked were non-AC, they had taken an additional amount of Rs. 5600/= in cash towards AC cost for four days/nights in respect of the above mentioned two rooms, for which no cash receipt was provided to us. There was no in-house kitchen or restaurant. Unpleasant smell in rooms with minimum ventilation. Location is unapproachable with no basic amenities (shops, transportation etc.) around. Room service was denied to us . Food arrangement has been done with Zomato by them. Also, it takes an hour or more to deliver tea in the room when asked for . Since there was no lift in the hotel and my husband being a cardiac and paralytic patient coupled with a broken collarbone, was finding it extremely painful to climb up the long flight of stairs in the hotel. So, we were compelled to check out on 12/04/2023 and look for a comfortable accommodation. Since we decided to check out, we requested them to refund the balance amount of money which they refused to pay, saying that the same would be provided by Agoda Company Pte, Ltd. Despite our repeated requests and the circumstances under which we had to leave the hotel, the hotel manager was uncooperative, rude and inconsiderate. At the time of check out, the hotel manager even refused to give us the bill for our stay at the so called hotel.
Our appeal to the Consumer Forum is to give us justice by arranging for refund of the money wrongfully kept by the hotel, stating that the same would be paid by Agoda Company Pte, Ltd. The hotel manager refused to provide any phone number or email of Agoda Company Pte, Ltd. so as to enable us to contact them. Hence, we were unable to contact Agoda Company Pte, Ltd. for refund of the balance amount of Rs. 13,796/= for the two rooms which were not used for the remaining days. Hence, the appeal to you for justice.
A conversation with the manager has been recorded by us, which if and when required will be produced.
Image Uploaded by Champa Bhattacharjee w/o Anirban Bhattacharjee: