LOKESH RUSTGI Phone no. 9830052387

Date : 8th March 2019

The COO / CEO / Chief Business Office
Goibibo .com
Owner IBIBO Group Private Limited
Good Earth City Centra 5th Fl
Sector 50
Gurgoan 122018
DLF Cyber City Tower B
19th Floor Building no 5
Gurgoan 122002

Dear Sir

Ref : Booking id HTLEJD4LMX and Service Ticket no 27024015

I had made a booking for HOTEL SANTOSH ALLAHABAD through your website on 28th Feb 2019 for 1st March to 2nd March 2019 for 4 Super Delux Rooms . and against the same I had paid Rs 14550.00 online against the same .

On reaching the Hotel on 1st March at about 10.30 am we were told that the rooms are not ready and we have to wait till then we can wait and get refresh in Room no 101 . When we entered the room we found that the same was as dirty as even the servant quarter wont be also . the Wash room was dirty and all along the room the wires were hanging / linen was very dirty . Going all through I referred to the Manager who said they have all rooms like this only and this would be also one of the rooms to be given to us . I refused to accept and we requested them to reconsider and allot some good super deluxe rooms to us . He then said as all Super Delux rooms are sold we have to contact the website as they are not responsible for any such bookings . we were forced to leave the Hotel without check in allowed . we did not checkin and left the Hotel . as there was quite big rush in Allahabad we were forced to go to Varanasi as no alternate remedy was available with our family .

I was traveling with 4 senior citizen medically unfit for such trauma and harassment .

I immediately tried to contact the website but as no helpline direct no is mentioned therein in the website I had no option but to mail the complaint along with the photos and requested them for necessary refunds of the money paid to the website for the said bookings .

As evidence of our complaint we had forwarded 11 pictures of the hotel and its room to claim our complaint to be genuine and justified which your management ignored nad overlooked as planned with hotel management to grab customer moner which seems to be regular practice of both .

Till 4th of March the website did not take any trouble to raise a complaint service ticket to resolve the issue . On 4 th I was informed that the complaint has been registered and the resolution would be provided within next 24 hrs . since 4th March till date on regular contact over calls and mails I was assured every time that within next 15 minutes some senior executive would be in touch and provide resolution for the same .

After repeated request and mails on 7th march I got a call from one of the executive that the website may consider to refund 50 % of the amount and cant do anything more over and above that . as no fault of mine I was forced to bear a loss of 50% of the amount . On refusal to accept the same I was told that he is going to refer the matter to his management to look into the same . he also assured that within 24 hrs it would be resolved .

When I did not get any resolution till the waiting time as assured I again mailed them for legal proceedings against the company and its Directors . I after 5 hrs received a mail that the management refused even to consider 50% offered as I did not accepted the same and now we are free to move to any proceedings as they wont be giving any resolution to our complaint

This was a clear case of cheating with the customer with the conspiracy along with the Hotel Management to grab the customer money .

Now as we are left with no other option then to move criminal and civil proceedings against the company / its Directors and Hotel management .

I would request the management to refund the said amount along with delay interest @24% else we shall move to consumer forum with a compensation of Rs 5lac for harassment and cheating with 24 hrs of this letter

We shall move move a criminal proceeding u/s 420 / 120B against the company and its Directors as per the law of the land .



Lokesh Rustgi

Ccto : The Commissionarate of Police
Bidhan Nagar Commisionarate

The Inspector in Charge
Lake Town Police Station
(Please register an FIR against this complaint ) more  

View all 30 comments Below 30 comments
Very unfortunate ,strict action desired more  
1. Pls post your issue in an appropriate circle which may be "Connected Consumers".
2. You need to file your complaint in written form with District Consumer Forum wherein you can make both i.e Goibibo and hotel as parties. Please serve a notice on both parties asking for refund as well as damages towards mental agony, inconveniences, deficiency in services etc. In case you do not receive satisfactory redressal within three to four weeks of the complaint, the issue could be taken up before the consumer forum. Dont make any complaint at this point of time to the police which will only complicate the matter. more  
If paid by credit card then take up the issue with the card provider. more  
The terms of contract of Goibibo does not include quality of hotel. Simply because each person has a different understand of what is acceptable. It is the customers responsibility to check the photos, reviews and make an assessment. Not all of this is easy to judge. People who are used to lodges will give excellent rating for a three star property. People used to five star hotels will give extremely poor rating for a three star property. The only recourse for the customer to handle poor quality and poor service at the hotel is to give a bad review. And, if you are lucky some refund. I have been surprised both ways after booking. Getting much better than expected. As well as getting worse than expected. You have to book several times to know the pros and cons and be able to make an assessment. Else, study for the hotel rating and the reviews. Also, as mentioned above, the profile of the person who has posted the review. more  
thinking of saving couple of rupees we go for it. but many times I found the services are very poor. we never get the rooms as shown in the picture. recently we booked two rooms in ginger ahmedabad and a day before i told them only one person is coming. when i told them to adjust my second day stay they ignored. Rs.3800/- siphoned. its better to negotiate directly with the hotel people and get the discount and ensure that you pay the bill once the bills are produced. never mind paying some advance when you reach the hotel. more  
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