| Name of Complainant | |
| Date of Complaint | March 21, 2021 |
| Name(s) of companies complained against | IBIBO GROUP PVT LTD |
| Category of complaint | Hotels & Restaurants |
| Permanent link of complaint | Right click to copy link |
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Sir/Ma’m, My name is Deepak gupta, I am writing these lines for complaint against goibibo.com and hotel dezong retreat (darjeeling). I booked a hotel for 2 nights for darjeeling (hotel dezong retreat) from goibibo mobile app from 03 Mar 2021 (check in) to 05 Mar 2021 (check out) vide booing id HTL8U8B47V. But on reaching at the hotel aroud 18:45 pm along with my family, we found that the condition of hotel was so poor and unhygienic, also the room size was very small to breath. I also saw the room was full of spider nets, and easy to see the gutka spots on pillow cover. I also noticed that the environment of hotel was not adequate and I can very well felt the smell of alcohol and cigarettes around the entire hotel premises as the size of hotel was very small that is why the ventilation was not possible . I also observed many , people were smoking inside the room with doors open. so totally I planned not to stay there, because I was with my wife and I had my one year infant son too. My family denied to live in such type of bad environment ( images of all issues available with me). So I called a hotel staff there to see the condition of room and change my room, he showed me an another room but that room was same as I offered earlier, then I told him I need a room which should be in livable condition then he told me for that you have to pay extra charges, I refused to pay extra because I already paid full amount in advance at the time of booking. Then I spoke to the goibibo customer care (Mr. Hitendra kaushik) for further resolution, he assured to help me and I gave all the details of my concern on call. He generated my complaint vide reference number 12760445706380736. He suggested me to send the images of room in email id servicesupport@goibibo.com so that I also can be assured that my complaint is genuine , after seeing all the images he agreed that my concern is genuine. Then he told me that your booking is non refundable and he will talk to the hotel management for refunding the amount paid by me. But after passing approx 2 hours I felt so tired and also got frustrated by the response of customer care. He finally told me that hotel management is not willing to refund my amount , I was again and again telling to the goibibo C Care that If you cannot make a refund then you should offer me some different hotel against this booking then he told me that this is not to be done for this booking as this booking is non refundable. I requested him that plz, It is around 9 pm and when will you resolve my complaint as I have to move to another hotel in this cold night and I have a family including one year infant baby. He was telling the amount will not be refunded then I told him, if I find these types of bad things in hotel (unhygienic condition, bad spots on pillow and ripped bed sheet, spider nets, bad smell around the entire hotel, very small size of room etc) then I must be refunded, because I am not asking a refund on cancelling the booking without visited the hotel. And if the quality of service is not adequate then the amount must be refunded, I cannot stay in this bad environment so I am leaving the hotel now. Then I left the hotel at around 8:45 pm that night (Image of check in/out register of hotel is attached here with) , then after looking so many hotels I booked a hotel in double price because the time was so late. This incident made me and my family totally mentally and physically harassed. Next day I again talked to goibibo C Care about the whole incident which happened to me last night, then finally I realized that my money is in sake and I must move to the consumer forum for further resolution,
On happening this incident I realized that how many people would have been suffered due to this hotel because the standard of hotel is not like a hotel, it is looking like the low class room. So above incident made me to filed a complaint against the goibibo, why goibibo listed these type of hotel in their website without verifying the quality and standard of hotel.
These circumstances faced by me and my family, I demand my full amount to be refunded along with the damages I paid in resultant to find another hotel in late night. I demand rupees 1200 as I paid in booking, I also demand 2000 for damages of mental , physical and financial loss faced by me during this whole incident. Total compensation would be rupees 3200 (three thousand and two hundred only).
I have full faith in our constitution and I am sure that my concern will be solved as soon as possible. The above information is correct as best of my knowledge.
Image Uploaded by DEEPAK GUPTA: