Never Book Hotel Through Goibibo as they rely solely on hotel’s response for refund in case you didn’t receive any promised service or face any issue at the hotel.
I had booked Best Western Plus Levana(Lucknow) thru goibibo for 4 days(3rd Dec’15-6th Dec’15)
3rd Dec-Day 1: Reached to hotel(3 PM) & realized there is no water in washroom, Contacted frontdesk & they advised that water will come in 30 minutes.As water did not come till 5 PM, I contacted goibibo to report the issue(& thts where nightmare started), Nupur from goibibo promised me that resolution(I had requested refund & booking to another hotel) will be provided in 30 minutes as she has forwarded the issue to concerned team/person.no response till 7(& no water) I contacted goibibo again, again got the same answer about resolution in 30 mins with added information that water will not come for another 2-3 hours.as I had to leave for marriage, left the conversation there.
4th Dec-Day 2: Enough water in the morning so left happily & returned around 3:30 PM, no water again. Contacted goibibo again, again same answer that they are checking with concerned person which is Business Development manager(who was never available when I called) & there is issue with hotel’s water supply which will be fixed in short period. On this call I had asked goibibo agent to check about refund amount I’ll get if I check out from the hotel on that day, again promise of 30 minutes & no reply. Called goibibo again at 5:30 to get information that i’ll be charged for 1 night if I checkout in the middle of my booking. So I cant use washroom for anything & still be charged for cancelling the booking(great).Meanwhile hotel’s General Manager visited us & ensured that issue is resolved & water will be available in next 15-20 mins & it did come & stayed until we checked out. But the issue with goibibo is still going on as I write this review.
5th Dec-Day 3: Called Goibibo at 6 PM to check about partial refund, I was asked that when would you like the resolution, today or tomorrow morning(really?). When I said today, I was advised to call around 8 PM to get details of resolution. As I got busy didn’t call.
6th Dec-Day 4: Called goibibo at 3:00 PM, I was told that hotel has agreed for partial refund but details cannot be provided as concerned person is not available as it’s sunday. I was advised to call next day.
7th Dec-Day 5: Called goibibo around 11 AM, I was told that hotel has agreed refund 1 night charges however the agent was unaware about exact amount & how it’ll be refunded(gocash or to my card) so was put on hold so he can connect with concerned person & reply.after 5 minutes hold I was advised concerned person is not available at this moment but i’ll get the response by EOD today. No call till 6 PM, so called again, this time I was advised the resolution was delayed due to delayed response from hotel about partial refund(so I assume if hotel hadn’t replied for 1 month, I wouldn’t have got any resolution) & my refund will be Rs 5200 out of which Rs. 4000 will go to Promotional gocash(can be used only on goibibo with 6 months validity) & Rs. 1200 to my card. When asked to receive whole refund to my card, request was denied citing policy. So I asked the agent(Mayank) to drop me an email with all these details so I can firstly deny the settlement & proceed with other legal options. I was promised that I’ll get the email by tomorrow(8th Dec) 10 AM.
8th Dec-Day6: it’s almost 12:00 PM & still no email from goibibo. So writing this review.
In this entire ordeal, hotel was very cooperative & providing water in buckets but that didn’t help the situation as hotel was full & they had limited buckets so had to wait 1 hour to get water bucket.
In this case goibibo knew about the issue & inconvenience I am facing from day 1 still they waited for hotel’s reply to provide me partial refund.