Jan 02, 2015: While holidaying in Sundarbans, West Bengal, I booked a hotel in Kolkata, for the same day evening, through a leading online travel portal. The money got debited immediately followed by a text message: We are sorry that your hotel booking failed. You can book offline or get full refund. I called the helpline number and requested them to book the hotel offline. Since my first attempt was from their mobile app, I was getting the hotel much cheaper due to some special promotion/deal, only available on bookings done through mobile app, otherwise expensive through offline booking( with a difference of 3,000). I requested them repeatedly to book the hotel in same price or refund immediately as I was left with limited cash and no other card in immediate access. After an hour of futile argument, I was told You will get the refund in 3-4 working days or max 14 days. January 14, 2015: I waited patiently for 12 days and decided to follow up on my refund status. A phone call later, the soft-spoken executive on the other end apologised for the delay and assured me that a team of two are working on it and I will get the refund within 48 hours. January 17, 2015: Three days later, I called again. This time, the executive tells me, Sir, your hotel was confirmed for 2nd January. You did not turn up so you wont get any refund. Shocked with this dramatic U-turn, I asked her to connect me to a senior who explained, After you requested us to book the hotel offline at same price, we got in touch with the hotel and requested them to accommodate you. We tried calling you back but your phone was not reachable. So I asked, What about the confirmation voucher on email or sms stating confirmation which is a standard practice all over world for any online transaction? I did not receive anything so how would I assume that the hotel was booked?. No response except the most stupidest excuse We tried calling you. No explanation on why the confirmation voucher was not shared. My question is, is this fair? I have been going back & forth with them on this since a week and I have no idea what to do. Its not about money but unethical way of functioning. The portal is clearly, solely responsible for this because they did not send me any confirmation voucher. They booked the hotel, got a confirmation voucher from the hotel but for some strange reason, it was never shared with me. Is that my problem? And the excuse We tried calling you, dont know if I should laugh or cry or scream. They are changing statements every day and checking my patience. Please suggest what should I do? And its a leading portal.
Posted on: Wed, 21 Jan 2015 08:13:58 +0000