Complaint Against Goibibo for Deficiency in Service and Failure to Resolve Genuine Refund Request

R

Roshni

New member
Hotel Name
Zense Candolim
Website Name
0
Customer Care Number
0
Loss Amount
14000
Ratings
1.00 star(s)
Opposite Party Address
Na
I wish to lodge a complaint against Goibibo regarding its refusal to provide reasonable assistance and resolution for my hotel booking despite exceptional circumstances supported by documentary evidence.

Booking Details

  • Platform: Goibibo
  • Hotel: Zense Resort, Candolim, Goa
I had made a hotel reservation through Goibibo for my planned trip to Goa. Unfortunately, due to unforeseen medical and personal circumstances, I became unable to undertake the trip and was compelled to cancel all associated travel arrangements.

I have emailed them with required documents.

Despite providing complete evidence and requesting assistance on compassionate grounds, Goibibo failed to offer any meaningful support or effective resolution. I specifically requested Goibibo to coordinate with the hotel and explore the possibility of a goodwill waiver of cancellation charges or a full refund. However, my grievance was not addressed satisfactorily.

I understand that the booking may have been made under a non-refundable policy. However, consumer rights require service providers and intermediaries to deal fairly and reasonably with customers, especially when genuine and verifiable circumstances prevent travel. Instead of assisting the customer, Goibibo has merely relied on the booking policy without making reasonable efforts to resolve the issue or negotiate with the hotel on my behalf.

I believe this amounts to:

  • Deficiency in customer service.
  • Failure to adequately address a legitimate customer grievance.
  • Unfair treatment despite submission of supporting evidence proving inability to travel.
  • Lack of transparency regarding efforts made with the hotel to seek an exception or waiver.
Relief Sought

I respectfully request that the matter be investigated and that Goibibo be directed to:

  1. Reconsider my refund request on humanitarian and exceptional grounds.
  2. Coordinate with the hotel to obtain a full refund or maximum possible refund.
  3. Provide a written explanation of the efforts made to resolve the matter with the hotel.
  4. Compensate me for the inconvenience and hardship caused by the unsatisfactory handling of my complaint, if deemed appropriate.
I have attached all relevant correspondence and supporting documents for verification.

I request an early resolution of this complaint and appropriate directions to Goibibo to address my grievance fairly and reasonably.
 
Hello @Roshni

Thank you for reaching out. We noticed that you are facing the similar problem with Goibibo that has already been addressed in a different thread. We kindly request you to please review that thread for the information you’re looking for.

TeamMember

Post in thread 'Refund Not Received for Cancelled Flight – Goibibo (PNR: E66F3J)'

Hello @gurpreets0207

We are outlining the first step to be taken before filing a case in the Consumer Forum against Goibibo.

Please follow the steps mentioned below. If you have already contacted the Goibibo customer care via email and have not received any response, kindly share the relevant details with us so that we may guide you further.

Online
We recommend that you first send an email to the customer care department of the Goibibo (grievanceofficer@goibibo.com), clearly outlining your concerns...


If you still have any questions or need further clarification, feel free to reply here with the specific question that wasn’t answered in the previous thread. Our team will be happy to assist you further.

Thanks
 
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